Beyond Philosophy
AUGUST 12, 2015
Should I feel like this? New Research. Wouldn’t it be great to know exactly what your Customers were feeling when they experience your products or services? Well, that day has come a bit closer as a new study out of Cornell University discovers that the brain has certain codes that it uses to interpret our emotions. It turns out that these codes are not unique to the individual.
Steve DiGioia
AUGUST 13, 2015
what will keep them coming back? This original article was written by Steve DiGioia. Do you start off your interaction with every customer as if you plan on having their business for a long time? What would you do differently if you knew this one transaction will set the tone for all their potential future business? The next satisfied customer is the foundation of your long term success.
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Joe Rawlinson
AUGUST 12, 2015
The University of Southern California defines consumer psychology as the study of how consumers are influenced by their environment about how they think, feel, reason and select between different brands, products and retailers. It’s humbling to think that emotions are the driving force behind sales instead of logic, but study after study shows spending happens more in a state of euphoria.
Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it.
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Beyond Philosophy
AUGUST 13, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers.
Win the Customer
AUGUST 14, 2015
One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit the unpardonable sins of bad Web experience. How important is […].
Contact Center Pipeline
AUGUST 13, 2015
In my last post, I offered five tips to reduce your new-hires’ training jitters, while increasing their knowledge retention and engagement. The following are five additional ideas to ensure that new agents can make a successful transition from the training classroom to the contact center floor. 1. Give new-hires a sense of community within the […].
Kayako
AUGUST 13, 2015
Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment. Failure to successfully prevent these will lead in your support staff to be unhappy, dissatisfied with opportunities for personal growth and eventually want to leave the team altogether.
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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
Vonage
AUGUST 14, 2015
When I tasted the Greenwich Pizza ‘Garden Delight’ in the Philippines, my tastebuds got a shock! The pizza was covered with sweet tomato sauce and the cheese on top was cheddar. I’ve been eating pizza all my life. Pizza is made with tangy tomato sauce and should be covered with mozzarella cheese, right? Sweet sauce and cheddar is no way to make a pizza.
Andrew Mcfarland
AUGUST 11, 2015
Hats off to Dan Hesse, the one-time CEO of Sprint, for summarizing why investing in the customer experience is so important. A good customer experience is actually less expensive to provide than a poor one and customers will pay more for a good one than for a bad one. Nothing drives profitability like an excellent [.].
Contact Center Pipeline
AUGUST 12, 2015
To keep my latest book—First, Engage Yourself—short enough to read over, say, a long lunch, I omitted nine things. 1. Buzzwords and Wonky Terms OK, I do talk about “employee engagement.” But that phrase is bandied about so often in so many different ways for so many audiences that it’s more like a, like a, […].
Kayako
AUGUST 11, 2015
Self service is the most effective way for customers to get the answers they need, reduce call volume and stress for your live agents. “Yet,” says Jon Meyer, Knowledge Guru at Twilio, “the customer service leaders I’ve talked to have an enormous sense of guilt around pursuing a self-service strategy.”. Some customer service strategists have become the all knowing, all organic super moms of the online playground, preaching the need to talk to your customers and shunning self service as a channel.
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.
Vonage
AUGUST 11, 2015
Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some [.]. The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity.
Contact Center Pipeline
AUGUST 11, 2015
I am a huge proponent of teaching all of our frontline leaders about contact center management foundations—those principles that factually define our organizations. These are the keys that unlock the “why” behind most of our rules, practices and performance objectives. Once they are understood, a coach is able to provide the insight required for staff […].
ijgolding
AUGUST 11, 2015
Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation – almost always in a negative context. Why is it that an industry that directly affects all of us and one that is heavily regulated with authorities supposedly protecting the interests of consumers/customers, is so often completely failing to deliver e
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!
Eptica
AUGUST 11, 2015
Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Author: Steve Nattress Many studies show that people are much more emotional and less rational than we like to think. Research by Nobel prize-winning psychologist Daniel Kahneman , indicates that we have an intuitive, emotional side and a rational side when we are making decisions – and the rational side is less influential.
Natalie Petouhof
AUGUST 13, 2015
Tweet There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago, the phone was what a majority of people used to contact customer service. And then along comes social media. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and many of the new marketplace conversations are happening in social networks.
CX Journey
AUGUST 11, 2015
Image courtesy of 10ch In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into consideration.
Amity
AUGUST 13, 2015
Have a look at a few of the many customer success lifecycle descriptions below and let’s agree to disagree on the wording: Onboard → First Value → Grow Value → Increase Users & Usage → Expand Functionality. Acquire → Onboard → Engage → Retain. Deliver → Develop → Retain → Grow. Onboard → Deploy → Adopt → Grow → Renew. Acquire → Engage → Convert → Retain → Upsell.
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.
Eptica
AUGUST 14, 2015
Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Three factors have dramatically changed this.
Talkdesk
AUGUST 10, 2015
Now more than ever, customers are demanding top-notch service. In an age when there are options upon options for any service they could require, customers are taking full advantage of that fact: when they aren't satisfied with the service they receive at a company, they simply bring their business to another. After a poor service experience, 71% end their relationship with that company, and most of them—61%—choose a competitor to go to.
CX Journey
AUGUST 13, 2015
Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?
Amity
AUGUST 11, 2015
Hurray! You’re part of the customer success industry. You know how important your role is—not only to the success of your company, but to your clients’ success as well. But how do you explain to friends and family what you do? It’s a new business practice, so we’ll have to enlighten. Let’s begin by pointing out that there have been two key changes in the software industry in the past decade or so: how software is purchased and how it is paid for.
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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
AUGUST 9, 2015
Tweet. Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like the full report, just scroll to the bottom of this post! Customer Success Management Field Sees Tremendous Growth. Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees five big themes in customer success management (see Figure 1) [1] : Delivering a brand promise instead of a product or service requires new approaches.
LiveChat
AUGUST 12, 2015
Did you know that your website is not the only place where you can place your live chat? And I’m not talking about our Facebook integration. You can extend the reach of your live chat customer service well beyond the pages of your website. You can have people starting a chat straight from your newsletters or from one of your Twitter replies. All that with the help of a direct link to your chat.
Uniphore
AUGUST 11, 2015
Last week I called a financial institutional and ended up in their contact centre queue. I got the shock of my life when the IVR indicated that I had an anticipated 28 minute wait on hold before being able to talk to someone! Read More.
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