Beyond Philosophy
OCTOBER 31, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
HGS
OCTOBER 30, 2014
Making it Easy to Do Business the Way Customers Prefer. Interview with John Hooper, SVP Business Development and Client Relations, HGS. This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience.
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Bill Quiseng
OCTOBER 27, 2014
This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.
Win the Customer
OCTOBER 27, 2014
'Most tasks can be delegated elsewhere. Much of what we do today can be automated, saving time, money, and improving the customer experience. Once you begin noticing tasks that could be handled via automation, you''ll get excited about the potential.
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Beyond Philosophy
OCTOBER 29, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
PeopleMetrics
OCTOBER 27, 2014
'We’ve written about social media fails – remember Alton’s Comcast Disaster ? The Barclays Kenya Twitter Fiasco ? – but today, let’s talk about wins, and what you can learn from them. Okay, but the title mentioned a supernatural television show? Yes. Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins.
Kristina Evey
OCTOBER 29, 2014
'Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for thought. My response…. Yes and No. I know, I sound all “lawyer-y”, but it really is true. There are a few things to consider…. Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
ijgolding
OCTOBER 31, 2014
'Two years ago my family and I were fortunate and honoured to participate in a BBC1 ‘living history’ programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence of the programme was for us to live as our forbears lived with a view to understanding how life for the family unit has changed over time.
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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
PeopleMetrics
OCTOBER 29, 2014
'Seasonal Bliss. What’s that I smell… chestnuts roasting by an open fire?! The most wonderful time of the year is almost upon us. Okay, I know I am a little early but I can’t resist: I love Christmas! I may or may not be listening to Harry Connick Jr. sing “Silent Night” right now. (Stop Judging!). I think about customer experience all day at PeopleMetrics.
CX Journey
OCTOBER 30, 2014
'Action! Image courtesy of jonathankosread I originally wrote today''s blog for MindTouch; it appeared on their blog on June 2, 2014. Have you heard about Aristotle''s seven causes of human action? They are certainly an interesting study of customer understanding! A little background first. In his book Rhetoric , Aristotle said: Now every action of every person either is or is not due to that person himself.
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Zingtree
OCTOBER 31, 2014
An enterprising author has discovered another cool application for Zingtree: Scripting for call centers. A lot of companies – both big and small – need a way to have consistent customer interactions when handling inbound or outbound telephone calls. We’re seeing a few customers already using Zingtree for just this purpose. The article appeared on the Five 9 Community.
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.
PeopleMetrics
OCTOBER 30, 2014
'Are you stuck in the past, offering only mobile-incompatible surveys? Here’s why offering a mobile survey will improve your customer feedback experience. Mobile-friendly surveys help you reach a wider audience. Today nearly 60% of adult Americans use a smartphone, and a whopping 35% of smartphone owners use their device as the primary way to access the internet, rather than a desktop or laptop computer.
CX Journey
OCTOBER 28, 2014
'Image courtesy of shenamt Do you have a governance structure in place for your customer experience efforts? A solid foundation for any customer experience management effort must include a governance structure. But what does that mean? What is governance? And why do we need it? Let''s start with what it is. According to BusinessDictionary.com , governance is the.
Amity
OCTOBER 31, 2014
Boo! Happy Friday! This week’s feature spotlight focuses on Views. Views are a universal feature available throughout Amity to provide a quick and easy means of organizing information into lists based on criteria you specify. Creating, editing and deleting your own views are a snap with the view designer conveniently located in the Radar, Portfolio, Plan, and Lifecycle apps.
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Customer Interactions
OCTOBER 29, 2014
'This week I’m at Disaster City, a 52-acre mock community at Texas A&M, for the Winter Institute 2014 Disaster Response exercise. The exercise, which is being hosted by General Dynamics C4 Systems and the EDGE Innovation Network, is giving U.S. government and first responders an opportunity to test their ability to communicate, collaborate and share information, while responding to multiple, simulated disaster scenarios.
Brad Cleveland Blog
OCTOBER 29, 2014
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries.
Amity
OCTOBER 28, 2014
From its inception, Amity founders viewed customer success as a means of developing genuine and effective relationships with customers and not simply another analytics opportunity. Numbers don’t maximize the lifetime relationship of a customer, people do. Dashboards don’t help you engage, they let you score engagement based on where you’ve been with no indication of where you need to go next.
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
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.
customer sure
OCTOBER 28, 2014
Imagine if you had a giant fan-base of loyal customers – growing at an accelerating rate. What could you achieve? Here’s how one small online retailer inspires astonishing customer loyalty simply by being authentic. 18 months after founding, Ellovi , an all-natural cosmetics manufacturer and online store, now ships thousands of handcrafted products every week to passionate fans.
Brad Cleveland Blog
OCTOBER 29, 2014
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries.
Customers That Stick
OCTOBER 27, 2014
'According to Help Scout , 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do we train customer support agents to speak in a tone that customers prefer without negatively impacting the customer’s experience or our business?
C3Centricity
OCTOBER 26, 2014
In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.
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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.
PeopleMetrics
OCTOBER 31, 2014
'A few of us at PeopleMetrics were talking the other day about customer experience. (Like we do.) And we meandered our way to an interesting question: What is the difference between brand and customer experience? Any confusion between the two is understandable: they are intertwined and generally defined by perception. But where does one end, and where does the other begin?
Win the Customer
OCTOBER 27, 2014
'First impressions generally happen in less than 7 seconds. Design is key to the customer experience and can mean the difference in winning the customer.
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