Sat.Mar 07, 2015 - Fri.Mar 13, 2015

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Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

'I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. What do I mean by irrational behavior?

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Say What? 3 Ways Sentiment Analysis Can Help Uncover Your Brand’s Reputation

Callminer

What can companies do to take actionable steps to improve the customer experience? Here are 3 ways sentiment analysis can uncover your company’s reputation and meet customer needs.

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Are You Giving Your Customers the Experience They Really Want?

Win the Customer

'Knowing what is considered a good customer experience does not assure that one knows how to provide it. Anyone who has put in any effort to study customer experience, has probably come across the typical definition of experience as the sum of all interactions a customer has with a brand across all channels and at various touch points. […].

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Author Q&A: Backstage at the Customer Experience

Contact Center Pipeline

A successful theater production requires precise timing and teamwork from the players both onstage and backstage. The stage crew, director, choreographer, costume and set designers, and stage manager all work closely together to ensure that the actors on stage can deliver a thrilling experience to the audience. It’s a lot like the customer-facing and back-office […].

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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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6 Steps to a Great Apology

Beyond Philosophy

'Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones. We all make mistakes.

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4 Trends Transforming the World of Social Media Customer Service

Win the Customer

'Social media plays a huge role in everyday life. Not only do people use social media to stay connected, but they also use it to interact with their favorite brands. The biggest challenge brands face when using social media to reach customers is finding out where they spend their time online and the best way […].

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Six-Year Anniversary: Join Our Celebration

Contact Center Pipeline

March 2009… that was our first issue of Contact Center Pipeline. It’s been six years since we launched our publication. I looked back to see what I wrote six years ago, and it looked pretty dismal… stuff like foreclosures, budget deficits, job layoffs, shrinking 401k plans…not very happy news. I discussed how all that affected […].

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How to Communicate your Way to a Better Customer Experience

PeopleMetrics

'Are you on Slack ? If not, chances are you will be soon. According to an article in the New York Times this week, Slack is "one of the fastest-growing business applications in history." There are about half a million employees using Slack everyday, and that base is doubling every 3 months. If you aren''t one of the initiated (yet), Slack is an internal communications tool that is fast making email and instant messenger obsolete.

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7 Steps to Successful Government Customer Service

ForeSee

'In the public sector, anyone who is part of a team or program charged with delivering a great web experience, a positive interaction with citizens or potential donors calling your contact center or the developer who writes lines of code with the objective of allowing customers to access relevant, up-to-date information can be recognized as a customer experience professional.

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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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When Did Bad Customer Service Become The Standard of Service?

Win the Customer

'Has it really been that long since the customer was always right, since orders were received with a smile (even on the web), and since company screw-ups were dealt with promptly and with class? When did customer service become so uncool? Tony Mase is a serious student of the works of Wallace D. Wattles and […].

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Dealing with Irate Callers: How to Prepare Your Agents

Contact Center Pipeline

Dealing with irate callers can wear down even the most motivated agent. That can result in burnout or turnover. Since the cost to hire and train a replacement is high, it is better to help your existing staff cope better with angry callers with training, coaching, policies and practices. Provide Training There are courses, or […].

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How to Set a Direction and Improve Customer Experience

PeopleMetrics

'If you’ve decided to focus on improving customer experience, you’re going to need clearly defined goals and a strategy to get you there. Here are some tips to help you set a direction and improve adoption throughout your company. 1. Define goals clearly (and how you’ll measure success). How you convey your goals to the rest of your company is extremely important.

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Engagement and Culture are Related, But Different

CX Journey

'Today I''m pleased to share a guest post by George Jacob of PeopleMetrics. As companies focus inward to understand how to achieve their customer experience goals, the term “engagement” is often used interchangeably with “culture.” It’s understandable. The two terms are related, and they’re both elements of customer experience improvement. But it’s important to make a distinction between the two terms, because they differ in the ways they’re measured, improved, and capitalized on.

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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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10 Ways Customer Service Wins Customers Without Selling [Infographic]

Win the Customer

'The secret to effective customer service sales without having to sell is to understand customers wants, needs, and delivering those.

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High Turnover: Are Your Core Agents Suffering?

Contact Center Pipeline

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on your other employees and contact center morale. It’s hard to quantify, but real. The typical learning curve for a contact center agent is three to six months. If your contact center […].

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Celebrating the 10th Anniversary of NICE’s PSAPs’ Finest Program

Customer Interactions

'It’s hard to believe it has been ten years now since NICE launched its annual PSAPs’ Finest Award Program. Over the past decade I’ve had the honor of administering the program, and in the process, reading and learning about so many dedicated public safety communications professionals. Their stories never cease to amaze and inspire me.

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Is Your Company a "Best Employer?"

CX Journey

'You know the source! Unfinished Business What does it take to be a "Best Employer" company? And why is that a goal worth setting - and achieving - for your organization? I was doing some research for a webinar on employee experience that I''ll be hosting with Intradiem on March 18, and came across Aon Hewitt''s Global Trends in Employee Engagement 2014 report.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Interview on Building a Customer Service Ecosystem

Brad Cleveland Blog

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Empower Customers with Mobile Self-Service

Contact Center Pipeline

Many customers prefer to forgo the human interaction and opt to self-serve through a company’s website or IVR system. The rapidly growing popularity of smartphones has added another dimension to customer expectations for self-service. Smartphone owners expect to be able to use their devices to communicate with companies through a variety of methods.

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The New Book Revealed: Be Your Customer’s Hero

Customers That Stick

'Service triggers that set customers off. Power words that influence customer perception. Go-to tactics that turn difficult situations around. My new book Be Your Customer’s Hero: Real-World Tips and Techniques for the Service Front Lines is finally here. And I couldn’t be happier with the end product! I am truly thrilled to put this book into the hands of customer-facing professionals all around the world.

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Interview on Building a Customer Service Ecosystem

Brad Cleveland Blog

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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.