Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
PeopleMetrics
AUGUST 6, 2014
'TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. About halfway through, my eyes well up with tears. In addition to handing twenty dollars to everyone who came to specific Canadian locations and depositing the same amount to online banking customers, last week TD transformed thei
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ijgolding
AUGUST 7, 2014
'The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Contact Center Geek
AUGUST 7, 2014
Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service. After 10 minutes of getting nowhere with the representative, he started recording the call and since then, the world has been given the chance to share in his eight min
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
AUGUST 4, 2014
'It’s that time of year again! We have the winners of the PeopleMetrics Brand Ambassador Awards. Out of thousands, here are the top three individuals, and one team, recognized by their customers for their excellence in continuously working toward delivering a consistent customer experience. The 2014 Brand Ambassadors: The RHR International Team.
Customer Interactions
AUGUST 7, 2014
'The PSAPs’ Finest Awards ceremony has become an annual tradition for NICE at the national APCO Conference, and as is the case every year, this year we had the honor of recognizing four outstanding individuals. Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Jason is a Telecommunications Specialist with the Monterey County Information Technology Department in Salinas, California.
Brad Cleveland Blog
AUGUST 7, 2014
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup.
CX Journey
AUGUST 5, 2014
'Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? It''s a scary and sad thought, but the answer to that question more often than not is "Yes." I don''t know how many clients I''ve had to talk off the marketing ledge and get them to focus on the task at hand: use VoC/CX surveys to genuinely listen to your customers and, of course, act on their feedback.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Brad Cleveland Blog
AUGUST 7, 2014
A widely-circulated article with the provocative title, “Why You Hate Work,” summarized the results of a recent study from The Energy Project. In it, authors Tony Schwartz and Christine Porath provide this snapshot: “Just 30 percent of employees in America feel engaged at work, according to a 2013 report by Gallup.
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