Beyond Philosophy
NOVEMBER 17, 2014
'Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.
Callminer
NOVEMBER 20, 2014
Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.
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HGS
NOVEMBER 19, 2014
Removing Dissatisfiers from the Customer Journey. Posted by John Hooper, SVP Client Relations and Business Development, HGS Canada. Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements.
Win the Customer
NOVEMBER 20, 2014
'There’s much to be learned from companies that place a value on customer service. For the small business person, there’s practical lessons, such as how to increase revenue by developing a relationship with existing customers. For larger corporations, there’s lessons to be learned about company philosophy and brand development, and how taking a customer-first approach […].
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Beyond Philosophy
NOVEMBER 18, 2014
'Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Kristina Evey
NOVEMBER 19, 2014
'I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I mean EVERY year, we dine at Quartino’s restaurant. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful.
ijgolding
NOVEMBER 21, 2014
'The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to demonstrate that my expertise is worthy of a professional qualification is a wonderful thing.
Beyond Philosophy
NOVEMBER 19, 2014
'Great ads create a great emotional connection, and many times, don’t even involve a product or service. The clamor on Social media and with my friends and family in England has been, “Have you seen that Sainsbury’s Christmas ad? It’s great!”. Sainsbury’s Christmas Ad. Sainsbury’s Christmas Ad is appearing in social media feeds around the world. Inspired by a true story that happened during “The Great War” (WWI) Christmas Eve in 1914, it tells the extraordinary story of the Christmas Truce when
ForeSee
NOVEMBER 19, 2014
'In late October we started surveying Americans shopping online, via mobile apps, and in retail chain stores as part of our research for the Answers™ Experience Index (AXI): 2014 U.S. Retail Report , a multichannel, customer experience study that will be published in mid-December. The study will report customer satisfaction scores for the top 100 retail websites, top 30 retail chain stores and top 30 retail mobile experiences.
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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
CX Journey
NOVEMBER 20, 2014
'Image courtesy of terry.1953 How ingrained is the customer and his perspective in your company''s DNA? I recently came across an article/speech by the late David Foster Wallace; it starts with the following story. There are these two young fish swimming along, and they happen to meet an older fish swimming the other way, who nods at them and says, "Morning, boys.
PeopleMetrics
NOVEMBER 18, 2014
'Disruption and change is everywhere. A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or more engaging experiences. Those at the top of the heap rarely spend time looking down– imagining themselves in the Wasteland of the Obsolete. Instead, they read their raving reviews, count their star ratings, fuel their buzz, watch their numbers grow.
Amity
NOVEMBER 21, 2014
Happy Friday! I hope you have more insight about Insights after reading Part 1: Inside the Insights in last week’s Feature Spotlight. To recap: Amity automatically attaches labels to accounts when a special condition is met or an exception occurs. These labels are called Insights. Insights help your customer success team easily identify accounts that may require additional personal engagement.
C3Centricity
NOVEMBER 16, 2014
Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. That morning Lionel was on duty and I appreciated the fact that he allowed me to have a quick coffee in the club lounge even though he had already called the flight. The rule in such circumstances is not to admit lounge access to passengers once the flight has been called.
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.
CX Journey
NOVEMBER 18, 2014
'Image courtesy of frscspd Are you listening to act - or are you just putting marbles in a bowl? Probably the most important component of listening to the voice of the customer is acting on what you hear. In order to do that, we must first optimize how we are listening. What do I mean by that? When we ask customers for feedback, it''s imperative that we make the most of that conversation.
PeopleMetrics
NOVEMBER 17, 2014
'It''s that most wonderful time of the year – the close of fiscal! It''s when we hope we hit our numbers, when we start wondering how in the world we’ll hit next year''s, and when (uh oh!) we sit down for reviews. Maybe you have people who are struggling, maybe you have stars who deserve praise , maybe some will negotiate for a bonus or salary bump.
Amity
NOVEMBER 19, 2014
A SaaS CEO walks into a meeting room and asks “How many customers with contract renewals in December have submitted more than 15 support tickets in the past three months and are getting less value than they expected?” Stop me if you’ve heard this one…. It’s imperative for SaaS companies to perform deep analysis and answer complex questions about its customers and how it contributes to the success of their business.
ForeSee
NOVEMBER 20, 2014
'Econsultancy understands the importance of providing great customer experiences, so they’ve implemented ForeSee cxMeasure for Web to help inform their website redesign. Using our proven approach to customer experience measurement, they''ve been able to pinpoint which areas of the web experience will have the greatest impact on desired customer behaviors so they can prioritize improvements accordingly.
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!
GetFeedback
NOVEMBER 17, 2014
Today we’re excited to announce that GetFeedback has been acquired by Campaign Monitor.
ijgolding
NOVEMBER 18, 2014
'Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.
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 Interactions
NOVEMBER 20, 2014
'If you''re a security systems integrator, it''s one thing to think two to three years ahead, but what about ten? What will you be selling? How will people buy your security solutions and who will control the budget? Who will be the trusted advisors? Who are your new competitors likely to be? What role will the web play? I recently had an opportunity to pose these questions to three tenured veterans of the security industry who shared their insights on this very compelling topic at ISC East.
customer sure
NOVEMBER 18, 2014
Daunting. That’s how it feels when you start to think about just reading how your customers really feel about you, let alone allowing them to declare it to the world on your website. But there’s no doubt displaying customer reviews can increase sales. A merit badge that proves you’re one of the customer service ‘good guys’. And there’s a much bigger benefit that most people miss.
PeopleMetrics
NOVEMBER 20, 2014
'This is the second installment of a two-part series. The first installment, A History of Brand and Customer Experience (Part 1 of 2) , can be found here. Last time, we explored the history of brand and customer experience. And we established our opinion that it''s in your best interest to consider them the same thing. Customer Experience is Brand 2.0.
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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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