Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Steve DiGioia

SEPTEMBER 24, 2015

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….

Customer Service 275

Customer Service Personalization 275

Bill Quiseng

SEPTEMBER 21, 2015

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Customer Service 155

Customer Service Banking Education Personalization 155

Customers That Stick

SEPTEMBER 22, 2015

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Customer Service 138

Customer Service 138

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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

SEPTEMBER 24, 2015

Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.

Consulting 377

Consulting Consulting Government Personalization 377

Contact Center Pipeline

SEPTEMBER 24, 2015

Delivering a consistent customer experience across channels requires integration and collaboration across functions. Our omnichannel series continues with a look at internal resources that can help you to successfully connect the touchpoints and engagement throughout the enterprise. Be sure to check out the other posts in this series, which offer key insights from industry experts […].

Enterprise 100

Enterprise Customer Experience Contact Center Call Center 100

Kayako

SEPTEMBER 24, 2015

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.

Coaching 121

Coaching Management Engineering Best practices 121

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

Andrew Mcfarland

SEPTEMBER 22, 2015

A common misconception about engagement in the CX industry often leads to wasted activity and expense. Specifically customer engagement is not the same as company engagement. Let me explain the distinction between companies engaging with customers (valuable) and customers engaging with companies (more valuable). Think back to high school. How much effort did [.].

Best practices 95

Best practices 95

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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

Surveys

Contact Center Pipeline

SEPTEMBER 23, 2015

In this Executive Talk video, I had an opportunity to talk with Mark Kantor, Lego Operations Support Team Lead. Mark has 20-plus years of contact center experience. He has done everything from frontline agent, manager of frontline agents, contact center manager, fulfillment department manager, and was the manager of an escalation helpline. Mark is now […].

Contact Center 100

Contact Center Management Call Center 100

ijgolding

SEPTEMBER 21, 2015

I have been saying for a long time now that the reason organisations exist is to ‘fulfill a purpose’ Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is ‘to make money’ I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial organisation exists to ‘make money’ All commercial organisations exist to ‘fulfill a purpose’ The better able they are at fu

Customer Experience 91

Customer Experience Chief Customer Officer Airlines Banking 91

C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?

Marketing 91

Marketing Advertising Finance 91

Kayako

SEPTEMBER 22, 2015

Whether you’re a business, duo or solo-entrepreneur there comes a point in your company where customer interactions will be constant and time consuming. You could find yourself working 9-5 responding to email. If your business is growing, imagine your customer response rate increasing 10% per week! Plus all other business matters you have running in the background.

Customer Support 90

Customer Support Personalization Marketing Customer Service 90

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.

Customer Experience

Contact Center Pipeline

SEPTEMBER 22, 2015

Show your staff appreciation for the important work that they do! Customer service professionals work diligently all year to protect and enhance your brand. One week every year is set aside to recognize and reward these purveyors of positive energy. National Customer Service Week is celebrated annually during the first full week in October. The […].

Customer Service 100

Customer Service Contact Center Call Center 100

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Up Your Service

SEPTEMBER 20, 2015

Building a strong and sustainable service culture takes time. But leaders often want to know much earlier if their efforts and investments are working. So what is the first thing you can measure to see if your service culture is getting stronger? Higher profits? No. Those show up only after you have provided better service. Higher customer satisfaction scores?

Education 91

Education Sales Technology Metrics 91

Kristina Evey

SEPTEMBER 22, 2015

Costco Customer Experience Example. It was an ordinary work day filled with phone conferences and content creation. Hours spent on the phone and on my computer all focused on teaching companies how to make more money by building better relationships with their customers. Imagine my surprise, no delight, when I opened up an ordinary envelope from Costco in the mail.

Customer Experience 83

Customer Experience Advertising Personalization Management 83

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!

Feedback

Provide Support

SEPTEMBER 22, 2015

Social Media in Customer Service. Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand. Today social media channels are used not only for chatting with friends, they have also become a powerful source of sharing experiences and complaining about products or services.

Customer Service 87

Customer Service Accountability Customer Support Customer Care 87

ijgolding

SEPTEMBER 21, 2015

I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have had with businesses in multiple sectors all over the world, Customer Experience (CX) is still largely a relatively new business concept!

Customer Experience 78

Customer Experience Journey mapping Customer centricity Finance 78

LiveChat

SEPTEMBER 21, 2015

We don’t always have time to read long, insightful articles. Sometimes all we need is a few words that precisely express what we know, believe and think. Quotes have that power. They can sum up an idea perfectly, while numbers only tell part of the story. Here are customer service quotes and quick lessons you can learn from them. Customer service is the new marketing.

Customer Service 77

Customer Service Real estate Customer centricity Sales 77

CX Journey

SEPTEMBER 24, 2015

Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics.

Big data 71

Big data Analytics Coaching Marketing 71

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.

Contact Center

Provide Support

SEPTEMBER 24, 2015

10 Rituals Of A Successful Live Chat Session. “We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle. Being successful in any field is about constantly doing the right things. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. The way these communications are handled can make a huge difference.

Customer Support 81

Customer Support Customer Service Surveys Personalization 81

Talkdesk

SEPTEMBER 22, 2015

Mamas, don’t let your babies grow up to poor customer service providers, Don’t let ‘em drop calls and ignore customer needs, Let ‘em breed loyalty and generate leads. Ok, so maybe those weren’t Willie Nelson’s exact words, but the message is still a worthy one: If your company is going to provide customer service, do it right! Here at Talkdesk, we make cloud-based call center software designed to facilitate positive customer service interactions to help your business retain and grow your custome

call center software 64

call center software Call Center Feedback Customer Service 64

Clarabridge

SEPTEMBER 22, 2015

Imagine that you did a survey about your website and 89% of respondents indicated that your site did not help them solve their issue. That’s exactly the situation that confronted a major health care insurance provider. I would guess that was not a happy realization for the insurer. Company websites are generally intended to be helpful, and, well, 89% is a really big number.

Surveys 64

Surveys Analytics Call Center Feedback 64

CX Journey

SEPTEMBER 22, 2015

Image courtesy of briansotherphotopage Half the money you spend on customer experience is wasted. Well, that's a pretty bold statement coming from someone who advocates designing and delivering a great customer experience! Hold tight. It's not quite as crazy as it sounds! I came across this quote the other day. Half the money I spend on advertising is wasted; the trouble is I don't know which half.

Advertising 68

Advertising Metrics Upselling Customer Experience 68

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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.

Self service

Customer Interactions

SEPTEMBER 24, 2015

Forbes is renowned for publishing only the best writers and content when it comes to any topical issue. So we are delighted that we have not one, but four pieces from our experts on Customer Experience featured on Forbes.com this month.

Customer Experience 69

Customer Experience 69

Amity

SEPTEMBER 22, 2015

In 1965, The Byrds made famous the words from Ecclesiastes in their hit Turn! Turn! Turn! I heard this song again recently and got to thinking about time. It was just after Labor Day—when we’re reminded how fast the summers always fly. In September, we hit the reset button and return our focus to school and work. “There is a time for everything” are the lyrics the great Pete Seeger set to music.

Personalization 57

Personalization Management SaaS 57

Clarabridge

SEPTEMBER 23, 2015

We’ve all heard that executive buy-in is critical to a successful customer experience management (CEM) program. But getting it can be a lot easier said than done. You can try a top-down or a bottom-up approach—but either way, executive support will make the difference between the success and failure of your Customer Experience (CX) initiatives. “Top-down” development means that your CEO and other executives believe in customer experience and champion CEM initiatives.

Feedback 60

Feedback Customer Care Customer Experience Accountability 60