Beyond Philosophy
SEPTEMBER 17, 2014
'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.
Customers That Stick
SEPTEMBER 15, 2014
'At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Sometimes, the simplest things get lost in the sea of complexity that is modern business.
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Win the Customer
SEPTEMBER 17, 2014
'Not only is it cheaper to keep a customer than to win a new customer, peeping customers happy is easier than fixing an angry customer. But let’s face it, no matter how much we try to keep disasters at bay, there will always be isolated cases where customers end up unhappy with the products and […].
ijgolding
SEPTEMBER 18, 2014
'Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I often tell people how rare I think it is for companies to demonstrate ‘customer empathy’ on a consistent basis.
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Beyond Philosophy
SEPTEMBER 19, 2014
'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
SEPTEMBER 19, 2014
'US-based companies spend more than $300 billion every year on outsourced contact center services. Outsourcing has come light years from what most people imagine and contact center services providers often are the key to helping small and mid-sized organizations compete in the global marketplace. Radical changes have been happening in how customers buy and what […].
CX Journey
SEPTEMBER 16, 2014
'Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? Or both? With sites like Yelp, TravelAdvisor, Angie''s List, and more (not to mention Twitter, Facebook, blogs, etc.), companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place.
Beyond Philosophy
SEPTEMBER 19, 2014
'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.
Amity
SEPTEMBER 16, 2014
Wow! As one of the attendees said: “Venk Chandran had enough expertise, experience, and insights to fill a 2-day course!”. The Customer Success Meetup group has grown to nearly 200 members in it’s first year. It was great to see that the majority attendees at this session were new members that were engaged in Customer Success in some capacity. Last night’s speaker was Venk Chandran, Senior Manager, Strategy and Enablement, Customers For Life at Salesforce.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Win the Customer
SEPTEMBER 15, 2014
'As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape.
CX Journey
SEPTEMBER 19, 2014
'I originally wrote today''s post for Intradiem. It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" OK, a little Latin refresher to start off. What does "persona non grata" mean? According to Wikipedia, it means an unwelcome person. I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation.
Beyond Philosophy
SEPTEMBER 19, 2014
'How do I get Customers to do what I want; eg: buy our product; use our web site; try a new service? Clearly the trick is to make them want to do what you want them to do. Sometimes people just need to be encouraged in the right direction. Encouraging people in the right direction to get the results you want, however, is a skill that takes practice.
Customer Interactions
SEPTEMBER 19, 2014
'Almost every organization today uses CCTV in one form or another. Some of the most important and even tragic events of our time have been captured on video. Video recordings are rightly the cornerstone of many successful post incident investigations. But in situations where time is of the essence, getting to the crucial segments of video that reveal clues cannot wait.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Win the Customer
SEPTEMBER 16, 2014
'Competing to win customers today means not only keeping up with major brands in your industry but also staying ahead of new emerging service providers.
Brad Cleveland Blog
SEPTEMBER 18, 2014
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take?
Beyond Philosophy
SEPTEMBER 17, 2014
'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.
Beyond Philosophy
SEPTEMBER 17, 2014
'Humans are by nature prejudiced. However, the word prejudice conjures up negative images in most of our minds. When you read my title, you probably wanted to answer no, because we have been taught that prejudice is inherently wrong, and clearly there are a number of prejudices that are abhorrent; race and religion, spring immediately to mind. Unfortunately prejudice is natural within people.
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Win the Customer
SEPTEMBER 19, 2014
'Mobile technology has completely revolutionized consumer behavior, shifting communication practices from face-to-face to face-to-device-to-face, and as much as some may try to fight it, there really is no stopping this change. As a result, businesses have adapted their retail strategy to leverage the latest technology, tablets in particular, thus igniting a refreshing new relationship with […].
Brad Cleveland Blog
SEPTEMBER 18, 2014
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is most important to you? The answers: Effective Issue Resolution–40.3% Immediacy/Fast Response–20.9% Ease and Convenience–20.4% Friendly/Personalized Approach–18.4% My take?
Brad Cleveland Blog
SEPTEMBER 16, 2014
Brad Cleveland Blog
SEPTEMBER 16, 2014
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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