Beyond Philosophy

JANUARY 19, 2015

'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr

Automotive 358

Automotive Marketing Consulting Consulting 358

Win the Customer

JANUARY 19, 2015

'Famously, Dr. King once noted that “Life’s most persistent and urgent question is: ‘What are you doing for others?’” This question is important, not just for individual citizens but for small businesses to consider as well. In the spirit of Dr. King and his message, Americans have also begun observing the MLK Day of Service, […].

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Contact Center Pipeline

JANUARY 23, 2015

What is often missing during the development of the customer experience strategy is the main element: the customer. Making assumptions about what customers value generally leads to poor decision-making and costly mistakes. Instead of taking the inside-out approach, some forward-thinking companies are engaging customers throughout the strategy development process.

Customer Experience 100

Customer Experience 100

Customers That Stick

JANUARY 22, 2015

'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.

Big data 119

Big data Customer Service Customer Experience Personalization 119

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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.

Beyond Philosophy

JANUARY 23, 2015

'My mum always told me, “You can catch more flies with honey than you can vinegar.” In other words, people respond better to rewards than punishments. As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Several studies conclude that positive reinforcement is the best way to encourage better behavior.

Customer emotions 315

Customer emotions Customer centricity Customer retention Consulting 315

Contact Center Pipeline

JANUARY 22, 2015

How do you get your entire company to support and live your core values? By engaging staff and leaders in defining what your organization stands for. That was the approach taken by Listen Up Español Founders Craig Handley and Tony Ricciardi. The two launched the business—a bilingual call center for the U.S. Hispanic market—in 2006. […].

Call Center 100

Call Center Marketing Contact Center 100

Joe Rawlinson

JANUARY 21, 2015

'You may know Napoleon Hill from his book Think and Grow Rich. That timeless classic teaches how to use your mind to get the results you want. Many people don’t know that Napoleon Hill wrote another book that wasn’t released until well after his death. Outwitting the Devil: The Secret to Freedom and Success is Hill’s work that came out of the vault just a few years ago.

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104

PeopleMetrics

JANUARY 20, 2015

'I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn''t seen in a while, and we were catching up. He mentioned his recent wedding, and how a mutual colleague officiated. (We''ll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular.

Customer Experience 108

Customer Experience Customer centricity Construction Feedback 108

Win the Customer

JANUARY 20, 2015

'Your team''s strategy, mission, and the outcomes or results of interacting with them need to be crystal clear. Everyone has to understand that the end goal for your customer is not lower handle time, but effective and positive customer outcomes.

Customer Service 128

Customer Service 128

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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

Surveys

Contact Center Pipeline

JANUARY 21, 2015

It’s an unfortunate reality in many companies that staff development becomes an easy target anytime the budget needs to be tightened. Once training resources are cut, they’re often among the last to recover. Does that mean that you have to deny your staff the opportunity to develop their skills and knowledge for the foreseeable future? […].

Contact Center 100

Contact Center Call Center 100

Genroe

JANUARY 21, 2015

Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned. So you don’t have to re-learn those lessons the hard way I’ve pulled together this massive list of Net Promoter best practice tips.

Best practices 110

Best practices Surveys Benchmark Feedback 110

PeopleMetrics

JANUARY 23, 2015

'Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with the largest increase in search volume, and give it the title of the “word of the year.”. “Culture” took home the prize in 2014. Apparently, throughout the year, hundreds of thousands of people were looking for clarity in the broad, nebulous notion of culture.

Customer centricity 97

Customer centricity Journey mapping Feedback Enterprise 97

Win the Customer

JANUARY 22, 2015

'20% of Americans own a smartphone, and most people have experienced online shopping, retailers more than ever need to update their shopping experience to remain relevant. In part one of this series, we discussed the importance of social media to your new retail business. But there’s more that you should resolve to do in 2015 […].

Customer Experience 117

Customer Experience 117

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.

Customer Experience

Contact Center Pipeline

JANUARY 20, 2015

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve just uncovered a key reason for high turnover in your contact center. Here are four tips that will help you compete for—and hold onto—highly skilled service staff. Define your mission statement. What […].

Contact Center 100

Contact Center Call Center 100

ijgolding

JANUARY 21, 2015

'Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the […].

Customer Experience 95

Customer Experience Customer retention 95

C3Centricity

JANUARY 19, 2015

As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?

Advertising 91

Advertising Customer centricity Marketing Customer Service 91

Win the Customer

JANUARY 20, 2015

'The key to long term customer engagement is building a strong foundation of customer value and the determination to see the strategy through to the end. This post is part 1 of 2 on resolutions organizations can make to enhance customer relationships in the new year. Are you planning on opening a new retail store in […].

Customer Experience 105

Customer Experience 105

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!

Feedback

Contact Center Pipeline

JANUARY 19, 2015

Becoming a customer-centric organization typically requires a culture change that must be driven from the top. A collaborative approach that involves a close partnership with senior executives will ensure that customer-focused objectives have the type of high-level backing necessary to drive them throughout the organization. Communication is a critical component of any change management effort. […].

Customer centricity 100

Customer centricity Management Contact Center Call Center 100

ForeSee

JANUARY 21, 2015

'We see more and more premier brands realizing the importance of robust and scientific customer experience analytics when it comes to understanding today’s complex omnichannel consumers. In fact, more premier brands than ever are partnering with ForeSee to gain powerful customer experience insights. But with more brands paying attention to the customer experience, shouldn’t average customer satisfaction scores be increasing?

Analytics 71

Analytics Customer Experience 71

Joe Rawlinson

JANUARY 21, 2015

You may know Napoleon Hill from his book Think and Grow Rich. That timeless classic teaches how to use your mind to get the results you want. Many people don’t know that Napoleon Hill wrote another book that wasn’t released until well after his death. Outwitting the Devil: The Secret to Freedom and Success is Hill’s work that came out of the vault just a few years ago.

60

60

CX Journey

JANUARY 23, 2015

'Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? Do you even know what that means? And do you know what the implications of customer confusion are? There''s a marketing maxim that states: A confused customer buys nothing. This isn''t a good thing, from a variety of angles.

Finance 73

Finance Customer effort Customer Experience Marketing 73

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.

Contact Center

Contact Center Pipeline

JANUARY 19, 2015

Identifying the barriers that lead to a poor customer experience (and increased traffic to the call center) requires an enterprisewide review of customer touchpoints and call drivers. The following are brief looks at three contact centers that are successfully driving end-to-end process improvements to ensure the optimal customer experience. Be the Service Delivery Champion Like […].

Contact Center 100

Contact Center Call Center Customer Experience Self service 100

Talkdesk

JANUARY 22, 2015

It’s nearly a month into the New Year. You know what that means. Time to get down to business on your New Year’s Resolutions. Especially your resolutions related to customer-centricity. Why? Because 2015 is the year of the customer. With a plethora of customer data, business tools that transform that data into actionable intelligence and no shortage of channels to interact with your customer - you simply have no excuse to not exceed your customers’ expectations.

Customer centricity 50

Customer centricity Interactive Voice Response Self service call center software 50

Platform28

JANUARY 21, 2015

Platform28 Smarter BI Simplifies Your Ability to Deliver Awesome CEX. At Platform28, our Business Intelligence is designed to empower your agents, inform supervisors and enable leadership to make decisions that will help your company thrive and provide the kind of customer experience everyone expects. We built this infographic of best practices on why your contact center should consider using BI.

Contact Center 40

Contact Center Best practices Customer Experience 40

CX Journey

JANUARY 20, 2015

'Image courtesy of Sam Droege What on earth is an earworm? And what does it have to do with customer experience? The first time I heard this word, I had a completely different idea of what it was. I had to look it up. So what is an earworm ? According to Wikipedia , it is: a catchy piece of music that continually repeats through a person''s mind after it is no longer playing.

Customer Experience 60

Customer Experience Personalization 60

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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.

Self service

Contact Center Pipeline

JANUARY 19, 2015

Employees at Sutter Physician Services, an affiliate of Sutter Health, say that it’s a great place to work—and high ratings from its employee experience surveys support that view. “We have an patient-centered environment where the work that we do feels meaningful because it’s about helping patients and their families,” says Derek Marshall, VP of Patient […].

Surveys 100

Surveys Feedback Contact Center Call Center 100

Customer Interactions

JANUARY 22, 2015

'Recently, NICE’s Dr. Bob Banerjee was interviewed for an article on Big Data for the new ASSA ABLOY Future Lab website. I invite you to read the full text of the article, the first of two articles in Future Lab’s Big Data series, below: Ask 10 experts to define Big Data and you’ll get three different answers. But when Future Lab asked the experts to explain how Big Data is being used in the realm of physical security, the answer is unanimous: Big Data in the realm of physical

Big data 28

Big data Technology Management 28

Brad Cleveland Blog

JANUARY 20, 2015

Contact Center 20

Contact Center Multi-channel support Call Center Customer Service 20