Sat.May 16, 2015 - Fri.May 22, 2015

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Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is j

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Turning a Customer Service Culture

Customers That Stick

We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.

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Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .

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Promoting a Culture of Attendance

Contact Center Pipeline

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate is 89%. Sadly, this means that, for every 10 scheduled agents, one is not working. With industry numbers like this, we can either throw in the towel or accept the status […].

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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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Chipotle Makes Good on Promise to Lose GMOs

Beyond Philosophy

Chipotle just announced they removed all the ingredients from their menu items that contain genetically modified organisms (GMOs). In a two-year process prompted by consumers’ growing concerns about the safety of long-term consumption of GMOs, Chipotle’s leadership feels this is about transparency and trust as much as health. Two years ago, the fast-casual chain revealed that GMOs permeated their menu, advising diners wishing to avoid them to order the pork carnitas, sour cream, and guacamole.

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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

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The Mobile Experience ?Is About Convenience

Contact Center Pipeline

Consumers are starting to spend almost as much time using their smartphones and tablets as they spend watching television (127 minutes per day vs. 168, according to mobile analytics firm Flurry). Or doing both. Analytics firm Nielsen found that 88% of consumers use their tablet or smartphone while watching TV. That is what makes mobile […].

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Have You Done These 3 Things to Improve Your CX?

Beyond Philosophy

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.

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The Challenge of Multitasking in Customer Service

Provide Support

Multitasking in customer service. It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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4 Steps to Clean Data in Your CRM

Nimble

There’s an old saying about data and data quality: Garbage in and garbage out. It still holds true, as long as there have been databases. Data quality is essential. Nothing can undermine or torpedo user adoption in a new CRM than having bad data. Bad data costs you money. It could be upwards of $100 [.].

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The Welcome Call

Contact Center Pipeline

In my last post, I looked at a few Do’s and Don’ts of Proactive Contacts. Not sure how to get started with proactive work? Most organizations start with cross-sell or upsell initiatives added to inbound calls. That might be OK, but the added handle time can cause some real turmoil, especially if no extra staff […].

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3 Reasons Why People Say One Thing and Do Another

Beyond Philosophy

Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e. no one political party would be the outright winner/have a majority. On election night the Conservatives won a majority—a great shock to everybody! So why did people say they were going to vote one way and then change their mind?

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Do you take your customers’ perspective

LiveChat

Perspective-taking is our capacity to see the world from the view of the other person. It is our key skill, which helps us create successful relationships with our customers. By understanding someone else’s viewpoint, we find out what they need and want from us, how are they doing with our products and services and, as a result, what we can do to make them happy as well.

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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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Making Sense of Customer Words

CX Journey

Image courtesy of Pierre Metivier I originally wrote today's post for Confirmit in May 2013. I've made some modifications. How do you make sense of your customers' words? There are not only a ton of different customer listening posts these days, but the types of customer data are equally as varied and voluminous. Data come in all different shapes and sizes: structured, unstructured, solicited, unsolicited…oh my!

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Best Training Strategies for Customer Facing Agents – Pt. 2

Zingtree

In this two-part series , our friends at Impact Learning , share their top strategies for customer service agents. They provide fantastic guidance in their blog and improvements for sales, service and support staff. Often times, when customers are calling into your contact center, it is likely because they require technical assistance, can’t find an easy answer to their question, or your system has prompted them to do so in order to complete a transaction.

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3 Ways to Use Big Data to Improve Customer Service in Your Call Center

Talkdesk

Oxford defines “big data” as “extremely large data sets that may be analyzed computationally to reveal patterns, trends, and associations, especially relating to human behavior and interactions.” Big data is of special interest to businesses that wish to gauge their consumers’ preferences and ideas regarding customer service. A recent survey from Software Advice, a web-based reviews center for helpdesk systems, on how to improve call routing using big data revealed some interesting findings: 6

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Online brand reputation monitoring with customer care

TMP Direct

Online brand reputation monitoring with customer care. You may also be interested in “5 Things the Most Customer Service Savvy Companies Know About Social Media” here. A few facts: There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com. 175 million people update their Facebook status each day (per Facebook.com, Jan 2010).

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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CX Journey™ Musings: Building Your #CX Cathedral

CX Journey

Image courtesy of chrisinphilly5448 In your CX work, do you focus on the big picture or just on the task at hand? At the CXPA Insight Exchange in San Diego a couple weeks ago, the keynote speaker for the first day of the event was Derrick Hall, President and CEO of the Arizona Diamondbacks. I wasn't really sure what to expect; was this going to be another Moneyball-type speech?

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Tech Tip - Gaining Insight from User Role Reports

Verint

Did you know that Version 11.0 and higher of Verint Workforce Optimization supports customized reporting for user access rights? Many of us have asked, Who is assigned to what role, and what is their scope? Fortunately, Verint makes it easy to access reports by person and organization to see an individual’s role and scope assignment. First, log in and select Reports, and under Requests and Results, select Parameters.

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Smartphone Growth

Brad Cleveland Blog

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively.

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Focus on One Thing at a Time in Customer Experience Strategy

PeopleMetrics

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do to ensure you achieve your overarching goals? In short: focus on one thing at a time. When we work with clients, we boil down our findings to make next steps actionable and clear.

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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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The Organization Customer Disconnect

Up Your Service

This guest blog post is from online customer experience expert Gerry McGovern. The irony of this period of Big Data is that many organizations are becoming even more disconnected from their customers. Technology creates both insights and blindness when it comes to understanding customers. Much of Big Data is about customer behavior: what they bought, how they bought, what devices they used, how many pages they looked at, etc.

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Why Saying Yes Is So Important In Customer Service 

Kunnect

Forbes contributor Micah Solomon recently wrote a piece on this same topic, and in it he mentioned an innovative idea by Virgin Hotels: a customer telephone with just one button to press for help: “YES!”. Virgin Hotels CEO Raul Leal told Solomon he got the idea after being frustrated by the phone at a competing hotel, which had nine different icons to call for various services, including housekeeping, the doorman and the valet.

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Smartphone Growth

Brad Cleveland Blog

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively.

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BLOG-SIKORSKI’S THINK ABOUTS: INTERIOR DESIGN OF YOUR CALL CENTER # 3

Sikorski's Think Abouts

Here is #3 of my Call Center Design series. Operational Structure of the Center must be considered. Operation Goals of the Agents. Supervisor to Agent Ratio. Updating Reference Materials. Types/Amount of Meetings. Interaction Volume – Calls, Emails, Web Chats, etc. Traffic Patterns. What are your Support Areas. Training. Employee Lounge. Reference Library.

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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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Should We Have Objectives for Abandonment?

Brad Cleveland Blog

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Should We Have Objectives for Abandonment?

Brad Cleveland Blog