Sat.Sep 12, 2015 - Fri.Sep 18, 2015

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Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Banking 383
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3 Ways Customer Service is Worse Today

Steve DiGioia

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we

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3 Ways Speech Analytics Can Improve Call Center Compliance

Callminer

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

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5 Customer Service Lessons from American Ninja Warrior

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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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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Starbucks CEO Gets It, Does Yours?

Beyond Philosophy

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

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How to Keep in Touch with Past Customers

Joe Rawlinson

It’s never a bad idea to focus on bringing in new customers, but you need to make sure you won’t cycle through them. Retaining customers and inspiring their loyalty is what ultimately will make up a solid foundation for revenue. New customers aren’t as valuable as you may think if you don’t have a plan in place to hold onto them. A solid loyalty strategy isn’t something you can afford to do without, and the sooner you implement one, the faster your business will receive all of the benefits.

Upselling 138
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The Ugly Truth About Agent Occupancy (Or Why 85% May Be Too Low)

Contact Center Pipeline

All my talk about Occupancy makes me realize two things: First, many people may not know what exactly it is. Second, they may not know how to calculate its effects. Because of this, people make generalizations about what a good occupancy should be. For most of my career, I have heard that you never want […].

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Emotional Intelligence in Customer Experience Leadership

PeopleMetrics

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

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Why do you still have an FAQ section?

Kayako

A Frequently Asked Question section (FAQs) is without a doubt the most commonly used tool in self-service. Whether it’s just a few questions on a “Contact Us” page or Zappo’s massive, eternal scroll-fest , FAQs offer a simple way for customers to scan for topics and solutions. But now for some things you may not know: Have you ever thought that your FAQs may be hurting your self-service?

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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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5 Ways to Create Positive Customer Service Phrases

Comm100

If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. But the right words also have the power to create happy, life-long customers.

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Self-Service as a Customer-Satisfying Experience

Contact Center Pipeline

Contact centers exist to support customers who need to access information or complete transactions. Companies can reduce costs by addressing those needs, partially if not wholly, with self-service technology. Above the obvious bottomline impact, self-service can be a customer-satisfying strategy. There are a host of circumstances where customers really don’t want to talk to someone. […].

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Winning Customer Loyalty with Empathy

CX Journey

Image courtesy of InMoment Today I'm pleased to share a guest post by Brooke Cade of InMoment. With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. Today, successful businesses are utilizing social media not only to build their brand and build strong relationships, but to foster customer relations and provide people with the best service.

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The six ways web self-service improves your customer experience

Eptica

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels. At the same time budgets for coping with this growing volume of interactions are often flat or even shrinking.

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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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5 Tips to Making a Great Sales Presentation in Live Chat

Provide Support

5 Tips to Making Great Sales Presentation in Live Chat. If you are offering live chat support on your website, you probably know that sometimes your support agents have to answer sales questions. You may even have a separate sales department if you are a larger business. Contrary to the common belief that live chat is mostly good for support, many companies are successfully utilizing it for sales also.

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Executive Talk: Stacey Swim, Unum Insurance

Contact Center Pipeline

Unum Contact Center Manager Stacey Swim has 29 years of customer service experience, spanning the Insurance and Financial Services Industries. She has spent most of that time at Unum Insurance in Portland, Maine. Stacey is dedicated to the new-hire and onboarding process and feels it is an area that makes a big difference in their […].

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With no System of Record of Customer Success, did anything actually happen?

Amity

Make it black and white. #CustomerSuccess #SystemOfRecord verifies contributions to #SaaS bottom line. Click To Tweet. It’s Monday morning. You’re headed to the monthly exec meeting. Every department manager will be there—waving stats and metrics of accomplishments and closes—justifying their departments’ existence. As the director of customer success, what will you report?

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Why customer service is still vital in the supermarket price war

Eptica

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Author: Dharmesh Ghedia The supermarket sector is one of the most competitive sectors in the UK. A combination of new entrants, aggressive price cutting and changing shopping habits is affecting all food and drink retailers , from the largest to the smallest.

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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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What Can Great Leaders Do?

Rudy Vidal Consulting

We know that leadership is important, but what is the difference between good and great leadership? Great leader facilitate the behaviors necessary to reach our goals. Great leaders create c larity of purpose. Great leaders keeps us aligned to the purpose and the customer values. Great leaders encourage behaviors that drives success while d iscouraging behaviors that get in the way of our success.

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Kill Them With Kindness: How to Embrace Customer Complaints

Clarabridge

With 95% of your customers never even taking the time to complain, you may wonder if you even need to keep an eye on negative social feedback. Don’t make this mistake! Without a mature customer experience management program in place, you may just miss the negative review that takes on a crippling viral life of its own. These public, or onstage haters, have become unelected representatives of the “meh middle” of your customers.

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How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.

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Crisis Management 101: 6 Methods to Defuse a Disaster

LiveChat

The best way to tell if a business is reliable is to observe how they act when everything is falling apart. And I’m talking end-of-the-world disaster here. For an airline company like Jet Blue, it’s a huge ice storm hitting the East Coast, grounding well over 1,000 flights. For a car manufacturer like Toyota or Ford, it’s a manufacturing mistake that forced the companies to recall hundreds of thousands cars.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Episode #5 – Make Your Customer Want to Marry Your Company – Not Just Date It - Transforming the Customer Experience

Kristina Evey

Turning conventional business models inside out and turning our customers into long term relationships is the key to sustainable financial success. This podcast explains how customers aren’t buying your product or service, but the relationship you are promising them. Remember, you aren’t the only game in town providing your product or service.

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Top Building Blocks to Create the Perfect Large Social Media Team

Clarabridge

This post originally appeared on Engagor , a Clarabridge company. In order to handle all customer queries on social media, you need to have the right resources to be able to manage all mentions. Needless to say, your social media team is an integral, essential part of your company’s success to drive and improve customer satisfaction. Your social media team members are the voice of your brand and have a huge responsibility to deliver on a consistent, honest message.

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How SafetyCulture Drives Word of Mouth with Net Promoter Score

AskNicely

Every 15 seconds, one worker dies and 160 are injured somewhere in the world. Driven by these horrific statistics, SafetyCulture in Townsville, Australia, aims to make safety available to every worker around the world. The free app iAuditor builds checklists, conducts inspections and files reports from a mobile phone or tablet, transforming a typically paper-based tool into a digital one.

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Can't Get to Future State without Knowing Current State

CX Journey

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. As part of your journey mapping efforts, you’ll likely (well, need to) create two types of maps: (1) current state maps (2) future state maps Current state maps show the steps that customers take today to complete some task, while future state maps show the steps they will be taking to complete the task after the process has been redesigned.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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Salesforce Empowers UCSF to Study Benefits of Personal Approach to Breast Cancer Screening

Natalie Petouhof

Tweet Precision Medicine Has Arrived : A research team at UC San Francisco has won a five-year award of $14.1 million from the Patient-Centered Outcomes Research Institute (PCORI) to investigate whether a personalized approach to breast cancer screening is as safe and effective as annual mammograms. The project, called the WISDOM study, will be led by breast cancer researcher Laura Esserman , MD, MBA, professor of surgery and director of the Carol Franc Buck Breast Care Center at the UCSF He

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Fat is Not a Factor

Customer Interactions

Concerned that your contact center is getting, well, fat? Are you planning a network upgrade and expansion over the next few years, and becoming concerned about the growth of your business contact center?

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Real time NPS with Salesforce.com and AskNicely

AskNicely

Imagine customer feedback captured automatically and flowing seamlessly back into your Salesforce.com reports, dashboards and customer records in real time. We’ve made it super simple to connect AskNicely and Salesforce to automate your Net Promoter program from end-to-end. NPS surveys can be automatically triggered in two ways: 1. Immediately after a customer interaction eg. purchase or support case being closed. 2.

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