Sat.Aug 22, 2015 - Fri.Aug 28, 2015

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Improving Employee Experience with Better Results

Beyond Philosophy

Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.

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How to Use the Starfish Story to Grow Your Business

Steve DiGioia

it's really easy This original article was written by Steve DiGioia. One day a man was walking along the beach when he noticed a boy picking something up and gently throwing it into the ocean. Approaching the boy, he asked, “What are you doing?” The youth replied, throwing starfish back into the ocean. “The surf is up and the tide is going out. If I don’t throw them back, they’ll die.”.

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More Video Chat Considerations

Contact Center Pipeline

Turning on the camera in the contact center creates a substantial number of questions for management to consider. Yesterday’s post looked at some of the top issues that the adoption of video chat presents. Here are a few more to think about: Quality Monitoring. Do we really want to screen record if that screen has […].

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How to Simplify B2B Customer Experience Improvement

PeopleMetrics

Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. OK, I made up that statistic. (But I’m 97.4% sure it’s true.). A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.

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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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How to empower your support team with more than smiles

Kayako

From a distance, the sunny world of customer service advice looks just like a manual for being a really good friend. Make them feel welcome. Never lie. Be empathetic. Be available. Really listen to them. Smile more! Like tired tropes, they talk big but signify little. It’s no wonder then that support people faced with argumentative customers and escalations often feel underprepared to handle their customers.

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Video in the Contact Center

Contact Center Pipeline

I am not one that jumps on the bandwagon every time something new comes down the pike. Given that, my take on video chat—that it can fundamentally change our contact centers—might be a surprise. Just to be clear, I am not suggesting that video chat will ever (or at least, not anytime soon) replace traditional […].

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How to Navigate Toward Customer Centricity

PeopleMetrics

Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here comes your business, a lumbering cargo ship. With a bum steering wheel. And a broken compass. And a first mate who lied on his resume and has never been on a boat before. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.

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Speed isn’t everything: what to measure when scaling your support team

Kayako

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. So, a lot of managers tend to default to only using this, to track how long it takes for a team member to respond to a customer enquiry, also known as average handle time (AHT).

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How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

ijgolding

I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to life the effect (good, bad or indifferent) that Customer Experiences really do have.

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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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Social Customer Service: When to Respond, When to Escalate

Contact Center Pipeline

A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything. In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. Just over two-thirds (67.5%) said that […].

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How to Use Marketing Quotes to Inspire and Catalyse Action

C3Centricity

Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.

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Customer support training is way too passive

Kayako

It’s unfortunate to see just how much customer support learning depends on one-off inductions. There’s a lot to learn after orientation. As anyone who ever sat through a college lecture knows, the real learning starts when the lesson ends. There are quite a few things that limit the value of lesson-based training sessions: it’s a form of passive learning; it’s usually tailored to a group rather than an individual; and it doesn’t happen regularly.

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Up yours, Customer Success Managers. Hey, I’m referring to Upselling!

Amity

Up yours, #CustomerSuccess Managers. Hey, I’m referring to Upselling! #SaaS Click To Tweet. Ever try to explain to someone what upsell means? Next time just ask them if they “want fries with that”. That oughta do it. Arguably one of the most recognized promotional tag lines of our time, I’ll bet that people don’t realize the McDonald’s suggestion is pure, shameless upsell.

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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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Why Customer Loyalty Really Matters and How to Improve It (Infographic)

Provide Support

According to the 80/20 rule (the Pareto Principle), 80% of business comes from 20% of customers – in other words, a small group of your customers are generating the bulk of your revenue. That’s why acknowledging, respecting and rewarding these 20% is imperative. After all, loyal customers are the biggest assets of any business. In fact, customer loyalty is the key determinant of an organization’s success, yet many companies still keep focusing more on sales and customer acquisition.

Sales 91
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Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

Why a Paradigm Shift is Needed and How to Get One Started. What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Treatment options have grown rapidly. Patients know more about health, disease, treatments, and wellness than ever before. An unprecedented surge of medical information is available online.

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Meet the Science Superstars of Customer Service!

CSM Magazine

Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center. The team does more than just sell admission tickets and merchandise. They are always looking for new ways to “wow” the customer. For example, they will wear funny “Mad Scientist” costumes to entertain the students, they will stand in to do a marine touch tank presentation if someone is out sick, and they

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Mintigo: Advanced Predictive Analytics for Marketers

Natalie Petouhof

Tweet Being able to make better use of your Marketin g leads is the difference between closing deals and not. One of the most important aspects of marketing is to be able to have better discernment around the leads. And one way to understand which leads are really important and which would lead to more realistic conversion requires more than traditional lead scoring.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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5 Great Alternatives to 24/7 Social Customer Service

Clarabridge

by Sofie De Beule, Community Manager at Engagor . Customers are making key buying decisions based on the interactions they have with brands on social media. Twitter and Facebook are always on putting customers just one click away from being able to reach out with complaints, questions, etc. However, for quite a number of brands, it’s not possible to ‘always be on’ with 24/7 customer support.

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Service Staff Orientation Programs: Get the wrong people OFF the bus, and keep the right people ON!

Up Your Service

Are you happy with your current new employee orientation program? Are your new employees truly inspired by the program? (How many of them are still employed with you after just one year?). I am going to take you on a bus tour called ‘Service Orientation for New Hires’. This is not the same thing as ‘Job Induction for New Hires”. And here’s the difference between the two: Job induction is giving new employees what they need, to get going on the job.

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What Psychology Can Teach Us About Customer Service

Talkdesk

Negative events are more memorable than positive ones. Establish a consistent customer service experience to avoid harming your company’s reputation. I spent over an hour on the phone last month with my home internet service provider (ISP). My router wasn’t working so I dialed in to their call center. I sat through numerous interactive voice response (IVR) menus, all with multiple confusing choices.

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Word of mouth: how to get people talking about your business

LiveChat

People share more than 16,000 words per day and every hour there are more than 100 million conversations about brands. We love to share stories and news with those around us. But why do we talk about and share certain things and not others? Word of mouth. There are companies who spend millions on advertising, trying to attract customers. Sometimes they fail to get noticed ( only 10% of customers trust brands ).

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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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Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. For larger-sized companies with thousands of employees worldwide, it can be particularly hard to reach and convince all of the stakeholders who are needed to make the program successful. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization.

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CX Journey™ Musings: Busy Work vs. Real Work

CX Journey

Image courtesy of myfrozenlife Think about the things that you're doing to transform your organization and your customer experience. Are you doing busy work? Or are you doing real work? Today's post is inspired by this quote from Thomas Edison: Being busy does not always mean real work. The object of all work is production or accomplishment and to either of these ends there must be forethought, system, planning, intelligence, and honest purpose, as well as perspiration.

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How Mature Is Your Customer Success Strategy? (Quiz)

Talkdesk

The uninformed customer is gone. She left the building, along with her cassette player, her landline telephone and her beeper. The modern customer is much more savvy. She wants individualized attention and expedited service. She expects more from the companies she works with and won’t accept anything less than excellent customer service. Modern companies must adapt to this shift in customer attitudes by developing and iterating upon their customer success strategies.

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Word of mouth: how to get people talking about your business

LiveChat

People share more than 16,000 words per day and every hour there are more than 100 million conversations about brands. We love to share stories and news with those around us. But why do we talk about and share certain things and not others? Word of mouth. There are companies who spend millions on advertising, trying to attract customers. Sometimes they fail to get noticed ( only 10% of customers trust brands ).

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Why APAC consumers are the most demanding in the world

Eptica

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. This is especially true in Asia-Pacific, with customers demanding better and faster service , across more and more channels, than ever before.

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Episode #2 – The ROI of Focusing on the Customer Experience - Transforming the Customer Experience

Kristina Evey

This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company.

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How to Reduce Customer Efforts in Doing Business with You (3 Strategies that Really Work)

Uniphore

It’s been a few decades since business started being a “thing”. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Read More.