Beyond Philosophy
JULY 14, 2015
Sometimes we have a relationship we think is good, but it really isn’t. It’s true in friendships, marriages, and yes, even business relationships. There are some signs that your Customer relationship is all about you, or one-sided, and they are easier to spot than you think. Many of the things that make personal relationships fail make your relationship with Customers one-sided.
Steve DiGioia
JULY 15, 2015
This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].
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Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
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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
JULY 16, 2015
When you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above. It’s important to identify what nonverbal clues like a sigh communicates—whether you are the one that heard it or the one that is doing it.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JULY 16, 2015
So far, in our omnichannel series, we looked at the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, the important first steps to take on your journey, and how to prioritize customer channels. In today’s post, industry experts discuss how the customer’s experience through multiple channels can be tracked […].
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
PeopleMetrics
JULY 11, 2015
When you bring new B2B buyers into your customer experience, do you try to show some of them the door? Here are three reasons why you should do just that. 1. You can avoid the distraction of fairy-tale contracts. High-performing sales professionals are great at recognizing costs and benefits of potential contracts early on. They’re skilled at knowing which prospects to nudge, and which aren’t worth the energy.
Steve DiGioia
JULY 13, 2015
This original article was written by Steve DiGioia. They threw the scraps on the floor again; look at that! Lazy s.o.b.’s. We can’t get away with that, but they can? And just because they are in the kitchen, they can be a slob? I need to be perfect or I get hell from my manager. “Your uniform is wrinkled” or “get into the […]. The post Why There is No Back-of-the-House Anymore appeared first on Steve DiGioia and was written by Steve DiGioia.
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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
Contact Center Pipeline
JULY 15, 2015
Albert Einstein defined insanity as ”doing the same thing over and over and expecting different results.“ Business books rarely start with quotes from Einstein or ones about insanity. However, we’re talking about employee engagement (actually its lack) and the desperate need for a new approach. Because the current strategies and tactics outlined in millions of […].
Win the Customer
JULY 12, 2015
How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty? Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the […].
PeopleMetrics
JULY 14, 2015
PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. Brian Hecker, Partner at Crowe Horwath LLP.
Up Your Service
JULY 13, 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. The Consumer to Contributor Continuum. People who live in developed societies are routinely referred to as “consumers.” From a business and marketing perspective this makes sense, because that’s exactly what we are. We consume food, beverages, electricity, gasoline, entertainment, clothing, an ever-growing variety of household gadgets, electronic devices, and other accumulating “stuff”.
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.
Contact Center Pipeline
JULY 14, 2015
Last month, some 1,200-plus contact center and operations leaders gathered in Las Vegas for Engage 2015—The Verint Systems Global Customer Conference, where they shared strategies, best practices and lessons learned on the journey to customer engagement optimization. The following is a brief look at a few of the changes that one organization made to improve […].
Win the Customer
JULY 14, 2015
Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and real life case studies from real customers build trust. These proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […].
PeopleMetrics
JULY 17, 2015
On July 15, Amazon held its first “Prime Day,” which featured a variety of on-site sales exclusive to members of its Prime service. And a few things went wrong. So, for a limited time only (i.e., as long as our Web servers last), at a sizeable discount (i.e., free), and without further ado (i.e., unless you’re busy), let’s go over a few customer centricity best practices we can glean from the event.
ijgolding
JULY 13, 2015
One of the most overused words in the English language is also one of the shortest. In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications on the behaviour of your employees and as importantly your customers.
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!
Kristina Evey
JULY 15, 2015
Bottom line, businesses that deliver memorable customer experiences are the ones that become more profitable. Here are this week’s tips to keep you and your teams motivated to connect and work with your customers… Be Truthful. Always. Integrity is not as common as it used to be. Being honest with your customers may lose a short term job, but gain credibility in the customer’s eyes that will reward you later.
Win the Customer
JULY 16, 2015
The problem with customer satisfaction is that while simply satisfying customers is a requirement for existence, it does nothing to help an organization differentiate and grow. Every day there are chances to win new customers or to win back past customers. Internally, it’s about documenting and sharing this latest experience across the rest of the organization […].
Provide Support
JULY 14, 2015
What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. I suggest that we as customers share this responsibility with companies. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. So what should we do for that? If you observe your previous customer experience, you will probably agree with me that in general there are two reasons your happiness as a customer fails – eithe
Up Your Service
JULY 13, 2015
This post is from Ron Kaufman’s upcoming new book, The Joy of Service. Read Part One now… Every time you consume something, you have an opportunity to connect and contribute to someone else’s experience of life. The extent or degree of connection—and its effect on the other person—is entirely up to you. Do you only take, or do you also give back?
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.
Natalie Petouhof
JULY 14, 2015
Tweet Often times the people who are really transforming the company via digital business are not recognized by the rest of their organization because not everyone gets the importance of what the digital disruption and digital business is about. But one way to get recognition is to tell your story of what you and your group has accomplished via Constellation Research’s Super Nova Awards.
CX Journey
JULY 14, 2015
Image courtesy of Girl Flex Do your customers have customer memory ? What is customer memory? If you lift weights like I do, you might be familiar with the phrase muscle memory. It's defined on Wikipedia as. a form of procedural memory that involves consolidating a specific motor task into memory through repetition. When a movement is repeated over time, a long-term muscle memory is created for that task, eventually allowing it to be performed without conscious effort.
Customer Interactions
JULY 13, 2015
Nowadays there are an increasing amount of channels your customers are able to contact you through. For each channel there is a lot you can do to perfect the customer experience. For example, you may be working on improving the UI/UX of your mobile app you to improve its functionality. Or you may be investing in training your agents in your contact center or the staff at your store.
Horizon CX
JULY 13, 2015
Customer Experience encompasses a multitude of sub-disciplines. and covers substantial ground in the world of business. However, one specific aspect of Customer. Experience that interests me in particular and is something I’ve been attuned. to for years is the art of communication. Those working within an organization where there is more than one. employee, which naturally applies to just about everyone except for those one-person. operations, will appreciate the ideas expressed here.
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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.
Natalie Petouhof
JULY 16, 2015
Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? Most people have had at least one, and in many instances, many experiences that were not up to par and in some cases that poor experience created a distrust of the brand.
Brad Cleveland Blog
JULY 16, 2015
Yep. Over a seven year period, the S&P 500 Index gained 51.5%. According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. And laggards? They saw a drop of 2.5%. Follow Watermark Consulting for updates.
Customer Interactions
JULY 16, 2015
In the past, service providers were in a position of authority. Customers who needed information and help regarding services or products would turn to the service provider for assistance. Today, the balance of power has shifted; customers are in the driver’s seat. We can all feel it, as we are customers ourselves.
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