Sat.Oct 10, 2015 - Fri.Oct 16, 2015

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Do This and You Won’t Get My Money Anymore!

Steve DiGioia

I'm tired of your poor service This original article was written by Steve DiGioia. Ah, a leisurely lunchtime meal at my local family-themed restaurant (no need to mention the name, but the story is true). I had high hopes that were dashed before I even sat down , here’s my story. As we frequently do my wife and I stopped into our local restaurant for a quick lunch just before we were to pick up our kids from school.

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What Can Call Centers Do to Prioritize the Customer Experience? [Resource Guide]

Callminer

Companies need to be prioritizing the customer experience in order to compete in today’s increasingly consumer-driven marketplace. Here’s how to do it.

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Customer Centricity Masterclass Highlights

Peter Lavers

Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is. Why it’s important for the company to want to deliver sustainable and superior business performance in the 21st Century. A holistic view of the complexity of customer centricity and the business model required for systems thinking approach.

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Top Challenges & Priorities for 2016

Contact Center Pipeline

I recently came across some notes that I took at a conference session on contact center management challenges. The attendees had been polled in advance about their pain points. The top three challenges that contact center leaders said they struggled with were: getting people to show up for work, senior management’s lack of understanding about […].

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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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What Advice Can You Offer to Anyone in the Service Industry?

Steve DiGioia

what is your 1 piece of great advice? This original article was written by Steve DiGioia. How Do You Answer That Question? Answer: Never settle for “good enough”! I believe that constant reinforcement of the standards and expectations of your department or property is the key to being successful. I am very willing to hold my staff to a higher level even if others do not.

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Five customer service tactics to increase sales

Vonage

To be truly effective, customer service must permeate the culture of a company. It is everyone’s job. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. It is more about the way you engage your customers and how you make them feel comfortable about doing business with you now and in the future.

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Executive Talk: Michael Pace, Pace of Service

Contact Center Pipeline

Michael Pace is the Owner and Principal of The Pace of Service, a consultancy that assists organizations to realize the full benefit of customer service, social business, business process management and people leadership. One thing that always drives our call center environments is change. Like it or not, we’re forced to keep pace with our […].

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Use your self-service content to build customer trust

Kayako

We often look at self-service in terms of streamlining a process. The easier it is for our customers to help themselves, we reason, the lower our call volumes will be, the more money we’ll save, and the more time we’ll have for tending our desktop rock gardens. All of those things are true—but they’re only the perks. The real reason that it’s worth creating good self-service content is that nothing beats it when it comes to building trust between you and your customers.

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What Ants Can Show You About Employee Engagement & Customer Centricity

PeopleMetrics

The other day, I was reading the Internet (as I'm wont to do). So speeding into autumn, full tilt toward the winter—it happened that I found an interesting research study about ants. Do you recall Aesop’s fable “The Ant and the Grasshopper?” Remember the industrious ant preparing for the winter, while the lazy grasshopper frolics away the days? As it turns out, if Aesop had the research to work from, his ant would probably be just as lazy at his grasshopper.

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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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Customer Service Staff Turnover. The Real Cost (Infographic)

Provide Support

Have you ever calculated how much it costs when your customer service agents leave? The figures will be shocking when you take into account all investments in training, hiring costs and your team spirit. The turnover rate for customer service agents vary depending on the country. The highest is in Philippines due to hard working conditions and low salary and the lowest rate is in EU.

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Inside View: HomeServe USA

Contact Center Pipeline

In recent years, some service providers have subscribed to the theory that companies should strive to provide a level of customer service that is just “good enough,” and should not spend the effort or resources trying to delight their customers. Customers will be satisfied if you just get the basics right, they say. Rob Judson […].

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Why it’s so important to get customer service right first time

Kayako

Good customer service is powerful for any company. Through word of mouth, positive experiences resonate through people’s networks. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “ We see our customers as invited guests to a party, and we are the hosts. It’s our job everyday to make every important aspect of customer experience a little bit better.”.

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The opportunity for European customer experience

Eptica

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Across every industry there has therefore been a major focus on delivering this customer experience as well as continually improving it to match rising expectations.

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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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63 Ways to Improve the Customer Experience

CX Journey

Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point? Customer service is one component of that customer experience, albeit a major customer touchpoint.

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3 Ways CX Leaders Personalize the Customer Experience

Clarabridge

Personalization isn’t just a buzz word for customer experience teams—it’s an integral part of any customer engagement strategy. Personalizing the customer experience shows your customers that you are listening to their feedback, that you understand and empathize with their needs , and that you value their opinions. We’ve highlighted three ways our customers are personalizing the customer experience they deliver.

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Don’t Let Your Inbox Focus Your Attention

Amity

Don't Let Your #Inbox Focus Your Attention Click To Tweet. I often feel that I work for my inbox, not the other way around. Many of the customer success managers I speak with have a similar experience. The inbox is full of customer issues, customer information requests, product updates, new customer onboarding requests, sales meetings, …. it is all important.

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How to Avoid Customer Support Growing Pains

Comm100

It is the dream of every entrepreneur that his/her business will grow and become more profitable. I mean, why else start a business if you don’t want it to grow, right? Well, with a lot of hard work and continuous effort business growth is certainly an attainable goal. However, even if you are successful in growing your business and its revenues, there is also another area in which you must also ensure growth – customer support.

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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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Business Quotes to Kick–Start Your Week

LiveChat

Relationships are at the heart of every business. Or certainly they should be. Times when business was all about money and profit are long gone. Now the most important are people and a desire to provide the best possible products and services to them. Here’s the proof in form on business quotes from very successful people along with the lessons that come from them.

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When Bad CX is the Customer’s Own Fault

Clarabridge

In the age of the customer, the customer is often put first and foremost in a business model. While. this is generally a good practice (especially in the customer experience management industry), it is not a hard and fast rule. Sometimes, the customer is not right. We like to hope that most people are inherently good and understand that things can go wrong.

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Hey! You Got Your Metrics in My Journey Map!

CX Journey

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? The ones where two people – one eating chocolate, the other holding a jar of peanut butter – collide and exclaim: “Hey! You got your chocolate in my peanut butter!

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Amity Power Search

Amity

Google proved the incredible value of fast, accurate search. Google’s search engine transformed the value and user experience of the web. Awesome search on the web was a game changer that offered: Power : Access to information is empowering because it allows you solve tougher problems quickly. Read More ».

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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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IOT News: PTC to Acquire Augmented Reality Leader Vuforia from Qualcomm

Natalie Petouhof

Tweet Why is the PTC acquisition of Vuforia so important? PTC is is a global provider of technology platforms and solutions that transform how companies create, operate, and service the “things” in the Internet of Things (IoT). The company’s next-generation ThingWorx® technology platform gives developers the tools they need to capture, analyze, and capitalize on the vast amounts of data being generated by smart, connected products and systems.

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CMO Perspectives (13th October, 2015)

Customer Interactions

​In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” Enjoy!

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Building Blocks of Workforce Management

Insite Managed Solutions

Building Blocks of Workforce Management Know the Metric Deliverables – There are a lot of different factors that go into making workforce management successful. Understanding what metrics are required for an organization to be successful is the driving factors behind what building blocks need to be established for either your organization or department.

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Red Funnel receives the ServiceMark Accreditation from The Institute of Customer Service

CSM Magazine

Following National Customer Service Week (5-9 October), Red Funnel Ferries is delighted to have been accredited with the national ServiceMark standard from The Institute of Customer Service in recognition of the company’s commitment to, and achievements in, customer service. Service Mark is a national standard lasting for a period of three years that recognises an organisation’s commitment to, and achievements in, customer service.

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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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Align the Organization to Deliver the Best Possible Customer Experience

Brad Cleveland Blog

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How Can You Improve Customer Experience Across the Organization? Take The CX Challenge!

Customer Interactions

​If you’re a customer experience professional you will know that CX isn’t something confined to the contact center or store front anymore. Today every part of the business effects CX.

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Broken Promises: the easiest way to destroy the Customer Experience!

ijgolding

When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty – if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a commitment is like creating a stone carving, or signing a document with blood!