Sat.Oct 03, 2015 - Fri.Oct 09, 2015

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Big Data’s Big Problem

Beyond Philosophy

Big data is the gigantic data sets whose analysis could reveal predictions of human behavior. Big data is big news. If we can predict what people will do in a given situation, we can create situations that get them to do what we want. But Big data is only showing us a part of the big picture. The biggest part, WHY people do what they do is, as of yet, missing from Big Data.

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The Leader’s Role in Customer Service Today

Steve DiGioia

Guest Post by Tal Schnall - Leadership and Customer Service Mentor This original article was written by Steve DiGioia. Today’s guest post is by Tal Schnall. With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. Thanks Tal. Creating a service culture in your organization is not a one-time, skills-training event.

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For Great Customer Service, Treat Policies Like Plaque

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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4 Tactics to Drive Companywide Process Excellence

Contact Center Pipeline

Errors or oversights caused by staff and functions outside of the contact center can create a significant amount of call volume. Other departments can create further inefficiencies and frustrations for contact center agents by dragging out the turnaround time for responding to customer inquiries. You can improve the overall customer experience and your center’s performance […].

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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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Losing Customers Trust is the Worst Penalty VW Will Face

Beyond Philosophy

I find it beyond belief how large organizations can cheat and lie to their Customers. Maybe it’s because I’m becoming old or maybe it’s just because it is happening more. Skechers lied to us that if we wore their (weird-looking) Shape-up shoes that we could get in shape without setting foot in a gym. BP lied about their compliance with safety regulations for their off shore Oil operations; a lie that resulted in 70 million gallons of oil spilled into the Gulf of Mexico.

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Go Off Script to Improve Customer Experience and Satisfaction

Win the Customer

Many companies organize customer support by tiers and provide agents with a script to handle contacts. This arrangement is terrible for customers, and it’s bad for agents. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […].

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Executive Talk: JoAnn Morency, NECCF and Commerce Bank

Contact Center Pipeline

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank. In this Executive Talk session, JoAnn tells me why the NECCF was started, and how it has grown and evolved into a valuable resource for contact centers in the […].

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Is Leadership REALLY On Board with Your CX Agenda?

Beyond Philosophy

In my experience everyone loves the idea of improving the Customer Experience (CX) until you ask him or her to change their business as usual. It is especially true when you are talking about your senior team. Unfortunately, you must have the engagement of the senior leadership to be successful. While the good news is 20% of executive teams fully support the CX agenda, that also means 80% don’t.

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Federal Express sets a benchmark on how to improve customer experience

Vonage

Whenever I call Federal Express to arrange an outgoing shipment of Ron Kaufman books, tapes, videos and learning resources, FedEx already knows my name, address and account number … even before I tell them who is calling. FedEx has linked “inbound caller identification” to their customer database to improve customer experience. With this powerful combination, they do know who is calling … before they answer the phone.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Webinar: Conquering the top 5 customer support mistakes, with Sarah Hatter and Sarah Chambers

Kayako

Founder of CoSupport , and host of UserConf, the only customer support conference, Sarah Hatter will be joining Sarah Chambers, Head of Support here at Kayako for a webinar on Thursday 15th October to discuss the common communication mistakes support teams make. Sign up for it now. In this month’s webinar, Sarah Hatter and Sarah Chambers will be discussing the common mistakes support representatives make when it comes to topics like language and self-service.

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What You Need to Know About Omnichannel

Contact Center Pipeline

In this final post in our omnichannel series, we asked our panel of industry experts to pinpoint the most important thing for leaders to understand about developing an omnichannel strategy. Previous posts in this series have offered key insights on the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, […].

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Customer Service Malpractice

Andrew Mcfarland

I was recently asked to answer, in 100 words or less, “what’s the #1 way for any company to improve their customer service?” This ostensibly straight-forward question is more complex when one subscribes to the notion that “treatment without diagnosis is malpractice.” The challenge in answering this question is to expand it beyond the [.].

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A Guide to Perfect Customer Service, or How to Reach a Customer Service Nirvana

Provide Support

A guide to customer service nirvana. We are all dreaming of some perfect destination in our lives, in our businesses, in our relationships. A place which we could call home, where we can relax and savor each moment of existence. Does it exist? I feel that it does. In my perception this place is very magical. It is a state of perfect balance where, once you reach it, everything gets taken care by itself, one element enabling and supporting the functioning of another and where everything is interc

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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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Turning Big Data Into Big Rewards

Clarabridge

This article originally appeared in Chief Marketer and can be read in full here. Marketers are flunking the “big data test.” According to Gleanster Research, as many as eight out of 10 CMOs at large enterprise organizations believe they could be doing a far better job of using data to make better and more informed marketing decisions. So why is this the case and what stands in their way?

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How to prevent utility customer service delivering a shock

Eptica

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. The top performing utility (SSE) received just 47 complaints per 100,000 customers, yet another had 944 – over 20 times more.

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Five Gottcha’s To Lookout for When Leading Customer Experience

Natalie Petouhof

Tweet. The importance of leading the customer experience cannot be understated. However, if the CMO steps into this role, there are risks that come along with the rewards. It may mean, in some organizations, that you’ll have to start by wearing a flak jacket to repel those who want to do you in. While that sounds harsh, those who have tried to lead new initiatives and were some of the first people who ventured out and did it, like social media, have been seen in the organization as early adopter

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Sales skills every salesperson should master

LiveChat

You probably caught yourself thinking that star sales performers were born to do it. I’m not surprised. When you look at them selling seems so easy as if almost anyone could do it. But once you try it, turns out it’s everything but easy. Why? Because the best ones in sale have practiced their skills for years until they mastered them. Since 1984 Todd Cohen coached and led sales teams to deliver more than $500 million in revenue for leading companies, some of which includes Xerox, Gartner Group,

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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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Is it Possible to Maintain Good Customer Service when Engaging with More than One Customer?

CSM Magazine

These days we expect everything to be fast; travel, food and customer service to name a few. Gone are the days where sitting for hours on-call waiting was the norm; days where a customer service operator only spoke to one person at a time resulting in a backlog of who knows how long. We’re pretty sure none of us would like to go back to that. So in a world where your customer service operator is interacting with numerous customers, how many is too many?

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Don’t neglect the positive side of customer service

Eptica

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Author: Anne-Merete Jensen We’re now coming to the end of National Customer Service Week , which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector.

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5 Basic Journey Mapping Principles

CX Journey

Image courtesy of MatsGoldberg Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on May 29, 2015. There are five basic principles that journey maps must adhere to. What are they? Once upon a time (and still today), journey maps were created on butcher paper with post-it notes. I’ve used this approach to create journey maps in the past, and while it's a valid and viable methodology, it makes it difficult to share the maps, to administer updates, an

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Call to Action Lessons You Can Learn from WW2 Posters

LiveChat

Creating the perfect call to action can mean the difference between a business success and a complete flop. How do you make sure that the message you use will spring potential customers into action? Over 70 years ago during the Second World War , the Allied governments faced a similar problem. To ensure victory, they had to convince the citizens to unite and contribute to the war effort.

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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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Weight Management for Health in Customer Success?

Amity

Weight Management for Health in #CustomerSuccess? Click To Tweet. We all know that maintaining a healthy weight is good for us. After losing a couple of kilo myself recently (yay), I got to thinking about whether or not customer success health scores need to be weighted. Here’s how health scores work. Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn.

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Linguistics – the key to customer centricity in APAC

Eptica

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy. An Eptica study found that 78% of consumers said they had been frustrated by responses that didn’t answer their question , while nearly a third (31%) complained that

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So, You've Got Executive Commitment.

CX Journey

Are your executives on board with your desire to improve the customer experience? When I'm asked about the largest impediment to a successful customer experience transformation, my answer is always this: a lack of executive buy-in and commitmen t. By the way, "buy-in" isn 't enough ; it's commitment that you really want and need. Buy-in means they like your idea; c ommitment means they'll put their money where the ir mouths are.

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7 Principles To Drive Success Factors For CMOs to Thrive When Leading Customer Experience

Natalie Petouhof

Tweet. As brands realize Customer Experience Management is key to their overall strategy and long-term growth, our research at Constellation found CMOs should consider the following 7 principles when leading customer experience initiatives: Bring passion about the brand you work for and drive cross-functional collaboration and lead organizational change.

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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 Ways Your Customer Feedback Can Get You Promoted

Clarabridge

Working toward that next big promotion? Use customer feedback to showcase your successes! You’re collecting truckloads of feedback from your customers. For a customer-centric company, that’s a powerful asset. What you do with that feedback can elevate your role within the organization because you’re the one with the true pulse on what customers think, need, and want.

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FREE Service Culture Assessment: Does Your Company Have a Common Service Language?

Up Your Service

Download Common Service Language Assessment with 28 Insightful Questions. Improving your organization’s service culture is a multi-faceted and long-term undertaking. One proven place to start is in building a shared vocabulary for service to focus the attention and actions of your team. Left to their own devices, no two departments will use the same language to express their vision of excellent service.

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Top Reasons why Customer Service Fails

CSM Magazine

Perhaps you heard about the major cable and internet provider that made “headline” news last year when a customer recorded a call to the company’s customer service center. Read on to learn more about this customer service debacle. The customer had simply called to terminate his service, but first, the representative he spoke to insisted upon asking him some questions.