Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.

Customer Experience 274

Customer Experience Journey mapping Consulting Consulting 274

Steve DiGioia

DECEMBER 10, 2015

what is REALLY important to your business? This original article was written by Steve DiGioia. I thought my new sweater was “the cat’s meow”, ‘da bomb. Look at me all! I was struttin’ my stuff as I walked to school. High school was finally cool. I was cool. Well, not really. I was never the cool kid, mostly a band geek. But I played a mean saxophone, really, I did!

Customer Care 196

Customer Care Engineering Marketing Management 196

Contact Center Pipeline

DECEMBER 10, 2015

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. It suggests a certain resignation to a situation that is not only problematic on its own, but symptomatic of bigger issues in an organization. Ironically, the same people who often […].

Contact Center 100

Contact Center Call Center 100

Joe Rawlinson

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Marketers are focusing on automated email marketing methods, especially email triggered by recipient actions and emails geared toward stages in the customer lifecycle.

Marketing 101

Marketing Benchmark Surveys Sales 101

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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

DECEMBER 8, 2015

Creativity is essential to business today, particularly when the things that differentiate all of us from our competition decrease each year. A creative approach to business, to art, and to life will serve any individual well moving forward. I have written five books to date and will soon deliver number six. It occurred to me that I have learned a few things writing these books.

Customer centricity 244

Customer centricity Consulting Consulting Feedback 244

Contact Center Pipeline

DECEMBER 9, 2015

When I managed the call center training department at a major wireless phone company, we invested six weeks in our new-hire training and coaching. That investment in training paid off in improved agent performance. Since leaving that telecom company and starting my own training business 12 years ago, I have seen how dozens of companies […].

Wireless 100

Wireless Coaching Call Center Management 100

Customers That Stick

DECEMBER 10, 2015

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.

Customer Service 74

Customer Service 74

Beyond Philosophy

DECEMBER 8, 2015

We think so. And, building on recently completed, groundbreaking employee ambassadorship research which supports our perspective, we’re convinced of it. Employees are the common denominator in optimizing the customer experience. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Vonage

DECEMBER 10, 2015

Refrigerator bulbs burn out, laptop batteries degrade and car transmissions stall over time. These life frustrations are inevitable parts of our technological world. Though we’ve made significant advancements in terms of how long new tech lasts, few – if any – things last forever. Still, that didn’t stop us from creating the next best thing. New artificial intelligence has helped our everyday devices become self-aware.

Technology 72

Technology Customer Service Sales Personalization 72

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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

DECEMBER 8, 2015

While a good social service training program provides agents with a basic understanding of how social media works and the differences for engagement among the various social networks, it’s also important to provide them with guidelines on how to handle the various types of situations they are likely to encounter. You’ll have to do some homework […].

Customer Care 100

Customer Care Contact Center Call Center Customer Service 100

PeopleMetrics

DECEMBER 7, 2015

If you work in a company that takes its longevity seriously, there’s a high likelihood you’ll find yourself face-to-face with the notion of retraining your customers. The notion usually arrives at an interesting transition point. Future business goals are clear, the business is thinking tactically about how to achieve them, and the business wants to keep its current customer base.

Best practices 67

Best practices Customer Experience Customer centricity Customer retention 67

Win the Customer

DECEMBER 9, 2015

Minimalism is a current marketing trend that exudes the philosophy of “less is more.” Clear, concise information and well-designed, simple packaging are highly valued by consumers. Customers are more likely to engage with a simple display of information and unique presentation of visuals, versus an overwhelming smorgasbord of superfluity. It is important to know why […].

Marketing 64

Marketing Customer Experience 64

Topdown

DECEMBER 7, 2015

We’ve been writing a lot about sharing content and integrating data lately. The reason we keep harping on those ideas is because they are what feeds brand consistency. And brand consistency is vital to building recognition, trust and value in the eyes of consumers. The consistency of your brand goes far beyond making sure the company’s logo and colors are right in marketing materials.

Marketing 59

Marketing Customer Experience Management 59

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

Kayako

DECEMBER 10, 2015

Your sales team are banging on your door, asking what (and when!) new features are going to come. Your customers are getting annoyed, because features they’ve been asking for aren’t there yet. And your dev team are getting confused with multiple demands from multiple different people across your business. You need a roadmap to organize your product development and get everyone on the same page.

Construction 53

Construction Sales Marketing Management 53

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Author: Anne-Merete Jensen We’re now into the busiest time of year for retail , with contact centers facing huge volumes of incoming queries from consumers on the phone, email, Twitter , Facebook and chat channels. This means that even if companies deploy effective web self-service systems to provide consumers with fast, consistent answers to their most commonly asked quest

Multichannel 50

Multichannel Contact Center Self service Service level 50

Kristina Evey

DECEMBER 7, 2015

Transparency is a key component of both the customer experience and effective leadership. Transparency is the ability to let customers know what you are capable of, the best pricing you can give, and the results you can provide. True transparency is letting your prospects and customers know they might not get the outcome they expect. Transparency in leadership relies on the trust you’ve built with your teams.

Customer Experience 48

Customer Experience 48

CSM Magazine

DECEMBER 11, 2015

One key to success in business is amazingly simple: Good customer service. That’s because good (and great) customer service is rarer than you think. Great service is like a precious, rare, exotic species that is close to becoming extinct. But it’s not too late to rescue great service from the brink of extinction. Don’t let your company become a Dinosaur.

Customer Service 49

Customer Service Consulting Consulting Sales 49

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

Natalie Petouhof

DECEMBER 9, 2015

Tweet Introducing Microsoft PowerApps – for the non-developer! We work on our phones, tablets and laptops and often on the go. That could mean being on manufacturing floors, in airplanes or at customer meetings or on the highway. With nearly limitless computer and data in the cloud and the mobile revolution, the work professional experience has been transformed.

Banking 49

Banking CRM SaaS APIs 49

Provide Support

DECEMBER 7, 2015

Customer experience trends 2016. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator. Some 15 to 20 years ago the main goal targeted by most businesses in order to gain an advantage in the market was to design cost-effective procedures and create products quickly and efficiently.

Customer Experience 46

Customer Experience Marketing 46

ForeSee

DECEMBER 9, 2015

This year will mark my 20th NRF “Big Show”, and the event still energizes me with anticipation. It’s a reunion – we get to see longtime friends, partners and ambassadors of this field. The post The “Magnificent Seven” Preview of NRF 2016 appeared first on ForeSee.

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CSM Magazine

DECEMBER 8, 2015

The Phone Co-op, based in Chipping Norton and Manchester, UK has won the Best Consumer Facing award at the UK Social Enterprise Awards. The national competition recognises excellence and outstanding achievements by social enterprises – businesses that reinvest their profits for good, benefitting people and planet. The UK now has more than 70,000 social enterprises, contributing more than £24 billion to the economy each year.

Transportation 45

Transportation Telecommunications Enterprise Entertainment 45

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

Natalie Petouhof

DECEMBER 8, 2015

Tweet Often times, as a customer, you want to know a little bit more about what a company offers and when you find that information you want to be able to act on it. With the partnership between Verint and TimeTrade, customers will have more seamless omnichannel experiences for consumers. How Will This Partnership Work? The TimeTrade platform will integrate with the Verint Branch Workforce Optimization ™ solution, enabling customers to research financial products and services, and schedule a

Banking 45

Banking Enterprise Wait times Contact Center 45

CX Journey

DECEMBER 10, 2015

Image courtesy of nicolasnova Today I'm pleased to share a guest post by Raviv Turner. When it comes down to it, how well do you truly understand your customer base? Do you understand their motivation, lifestyle, and other attributes that affect their spending habits? Understanding what makes your customer tick can help you hone in on buying behavior and plan everything from ad copy to new product lines.

Journey mapping 45

Journey mapping Entertainment Healthcare Analytics 45

ForeSee

DECEMBER 8, 2015

We’re in the home stretch of producing our annual commentary on holiday customer satisfaction with the web, mobile and store experiences from the top 50 U.S. and top 25 U.K. retailers. But we’re taking a breather long enough to give you a handful of early insights! The post 2015 ForeSee Experience Index (FXI): Did Amazon Regain the Customer Satisfaction It Lost?

Multichannel 45

Multichannel Customer Experience 45

CSM Magazine

DECEMBER 8, 2015

Each and every person in your organization has the opportunity to create a positive impression on your customers — to impact their experience and potentially convert them from a lukewarm satisfied customer to a red-hot loyal customer. From full and properly stocked shelves, to offering a friendly smile, or guiding a customer to a sought after product, the way you treat your customers will determine whether they return, or move on to the competition.

Customer Service 45

Customer Service Personalization Sales 45

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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

Talkdesk

DECEMBER 8, 2015

Happy Tuesday, readers! Welcome to this week’s Customer Service Excellence Review. As always, I’ll be rounding up insights from around the web about what it means to achieve customer service excellence. Customer service is more important now than ever. The modern customer is demanding. She wants real-time, personalized service and she’s well-informed enough to leave your company if she doesn’t get it!

Customer Service 40

Customer Service Customer centricity Contact Center Call Center 40

Rudy Vidal Consulting

DECEMBER 8, 2015

Have you ever heard the saying – “the customer is always right”? Of course, we all have. Did you know that it’s at least 5 times less expensive to keep an existing customer than it is to gain a new one? I’m willing to guess most of have heard this or a similar statistic. Inherently, we know these, and a million other similar statements to be true.

Customer centricity 40

Customer centricity Consulting Consulting Management 40

Uniphore

DECEMBER 6, 2015

Omnichannel - the phrase everyone throws around, the business model few know how to implement. Confused? We’ve got your back. Here are 4 answers to questions too many executives are afraid to ask out loud. Read More.

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