Sat.Nov 22, 2014 - Fri.Nov 28, 2014

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4 Actions to Exceed Customer Expectations

Beyond Philosophy

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

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3 Quick, Easy Ways to Diffuse a Customer Call Gone Wrong

Callminer

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

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10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].

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Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

ijgolding

'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Airlines 127
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The 2023 Verint Experience Index: Retail

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

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7 Reasons Brand and CX are Disconnected

Beyond Philosophy

'Marketing and Branding are the first contacts you have with your Customers. Your brand is the promise you make to your Customers. Your experience is how you deliver on that promise. Surprisingly, too many organizations don’t deliver on the brand promise they made in their Marketing and Branding efforts, causing a disconnect between the two. We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily.

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Handle a Business Crisis with Solid Social Media Management

Win the Customer

'As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through crisis. Maintain your cool with these worst-case scenario social situations […].

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The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

ijgolding

'Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation” The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years later, it could be argued that Maslow’s perception of what constituted basic physical needs has been surpassed by something even more fund

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15 Brand Trends for 2015

CX Journey

'Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. This year, Robert again put together his proposed trends for the upcoming year. He again shared his thoughts on the numerology, as well, this time, obviously focusing on 15: In numerology 15 is the combination of the number 1 (representing leadership and forward movement) and the number 5 (numeric f

Finance 68
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CS in Conversation: Focus on Adoption to Demonstrate the Need for Customer Success

Amity

Amity had the good fortune of sitting down with a pioneer in Customer Success, Paul Teshima the original SVP of Customer Success (circa 2005) at Eloqua – now the Founder and CEO of Nudge Software , to talk about demonstrating the need for Customer Success. Here are the “aha!” moments we experienced during the conversation. Pioneer [pahy- uh- neer ]: One who is first or among the earliest in any field of inquiry, enterprise, or progress.

SaaS 48
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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5 Ways You Can Use Proactive Customer Service To Stop Problems Before They Start

Win the Customer

'How you view customer service determines how successful you will be with it. Do you merely see service as a way to address problems once your customers summon the energy to contact you? Or do you see it as ensuring a great experience from the moment they learn about your business? Far too many business […].

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Four Signs You’re Out of Touch with Modern Sales Strategy

PeopleMetrics

'Technology is shaking the foundation of sales. Remember when outbound sales used to be the state of affairs? When salespeople drove numbers with cold calls, door knocks, and hard closes? A-B-C. Always. Be. Closing. Put that coffee down! Coffee is for closers only. "Judging by these droppings, we can deduce a closer is nearby.". Well, it was. Now, not so much.

Sales 48
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Weathering the Negativity Storm

CX Journey

'Smiling through the misery on summit of Ben Cruachan Today I''m pleased to present another guest post by Sarah Simon. This post marks another installment in Sarah''s series on lessons from the high country. What the Mountain Teaches The weather on the lower reaches of Ben Cruachan (3,684 ft/1,126 m) seems reasonable enough: cool and overcast, pretty typical for Scottish mountains.

Morale 63
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5 Keys to Retaining your Customers

Amity

Retaining your Customers is and will always be a key concern with any SaaS company and implementing best practices will become pillars for a successful organization. I have listed 5 key areas I believe will provide a solid footprint as you start to form your own best practices. As you implement, keep in mind the saying “walk the talk don’t just talk the talk” You must continuously execute around your best practices to be successful.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Gamification and Crowdsourcing Meet Customer Service

Win the Customer

'Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time. With customer service becoming such a hotly contested area of business differentiation, why […].

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FinancesOnline’s List of “Top Countries with the Best Customer Service”

Brad Cleveland Blog

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that may kick up some interesting discussion among service execs.

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The Customer Journey in 4 Stages: Real-Life Lessons From Retail

Win the Customer

'The fundamental cycle for successful customer relationships consists of developing the process through which customers experience discovery, engagement, usage and ultimately are able to influ persuasion. Where does your customer stand? A broad question that any business owner, large or small, owes to themselves to ponder. Whether your business is retail sales, IT solutions, or manufacturing, there are […].

Sales 135
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How to Make Your First eCommerce Sale and Win Customers [INFOGRAPHIC]

Win the Customer

'The way we sell our goods and services has changed beyond recognition, especially since the introduction and subsequent rapid growth of e-commerce. Getting yourself noticed and promoting your business is now done using social media and might include a YouTube video and content on Pinterest. Facebook is also the way a lot of us network […].

Sales 134
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Contact Center Dialers Demystified

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.

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Using Social Media to Drive an Exceptional Customer Experience

Win the Customer

'An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels.

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Are There Hidden Weeds In Your Customer Service Garden?

Win the Customer

'That’s one big weed! I used to work in the horticulture department of a small city. My team was in charge of a specific area and we worked hard to make sure flower beds, medians, shrubbery, trees, and parks looked their best. We would prioritize the most public parts of our area and visit them frequently. […].

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4 Companies Who Are Doing Customer Service Right

Win the Customer

'Is customer service neglected in your start-up or small business? Several months ago I was struggling to get through some complex identity theft issues with TransUnion and Equifax. They had mixed some of my files and were reporting to anyone that checked my credit history. Of course I was attempting to get credit for a […].

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Welcome to the New Service Economy [INFOGRAPHIC]

Win the Customer

'Products are dead. Services are the new product. Online Services is the next trillion dollar market being accelerated by the explosion of cloud computing and mobility coupled with increased consumer demand to purchase whenever, wherever and however they want. A new consumer survey commissioned by Avangate spotlights the current state of the New Services Economy, […].

Surveys 133
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The Open CCaaS Advantage Report

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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FinancesOnline’s List of “Top Countries with the Best Customer Service”

Brad Cleveland Blog

FinancesOnline recently released an infographic that provides a list of “top countries with the best customer satisfaction.” Top of the list: New Zealand, Canada, and Norway. The U.S. came in 15th, behind countries that include Mexico, Brazil and Russia—a ranking that may kick up some interesting discussion among service execs.