Sat.Jan 30, 2016 - Fri.Feb 05, 2016

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Changing Customer Behavior with a Little Nudge

Beyond Philosophy

Do you nudge your customers? Most businesses do, whether they know it or not. A nudge propels a customer toward the behavior you want – whether it’s purchasing a product, signing up for a subscription or making a repeat visit to a retailer. The theory behind a nudge is that positive reinforcement and indirect suggestions can change people’s behavior at least as effectively as rules and instructions.

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6 Customer Service Facts for Every Business

Steve DiGioia

you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs.

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To NPS or Not NPS

Contact Center Pipeline

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s zero-to-10 rating on the question: “How likely is it that you would recommend our company/product/service to a friend or colleague?” The concept was presented in a “Harvard Business Review” article […].

Metrics 100
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Don’t Confuse Customer Services with Customer Service

Bill Quiseng

This was originally published as a guest post on Shep Hyken’s customer service blog. . There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking.

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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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REVEALED: Why You Are Forgetful

Beyond Philosophy

A new study from Lund University reveals that our brains forget things on purpose. Essentially, the researchers discovered that our brains not only have learning mechanisms, but also forgetting mechanisms, and each is important to our thinking. This news is great for forgetful types! We thought it was because we were daft, but it turns out, forgetting is science, not stupidity.

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Training Vs. Skills Development

Contact Center Pipeline

In the Contact Center Challenges & Priorities Report released last month, contact center leaders revealed that one of their top priorities for 2016 is to improve training, focusing on the amount, content and/or the quality. That made us wonder what types of training content are centers currently providing to frontline agents and supervisors? Is the […].

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How to Implement 24/7 Social Media Customer Service

Win the Customer

Gartner reports that failure to respond to customer service requests on social media may result in a 15% churn rate, which can mean millions lost. If your customers come to you via social media seeking support, not responding in a timely manner can greatly impact your bottom line. The hard part is that social media never sleeps. When customer service phone lines aren’t operating, consumers with problems may message brands on networks such as Facebook or Twitter in hopes of reaching a repre

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5 Online Survey Types That Help Build a Better Business

GetFeedback

Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful.

Surveys 78
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Episode 14 – Telephone Skills That Improve the Customer Experience and Satisfaction - Transforming the Customer Experience

Kristina Evey

Almost every company in the world interacts with customers on the phone to some extent. But how many do it WELL? This podcast shares proven methods that will present your company in the most professional manner anytime a customer calls. The way you work with customers and callers over the phone forms an impression about your level of caring, knowledge, and professionalism.

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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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3 Nonfinancial Motivators That Influence Behaviors

Contact Center Pipeline

Pay is a critical consideration for most contact center employees in whether they stay or leave, and how they view their role—and many managers have witnessed what a strong demotivator low pay can be. But once employees feel that they’re being fairly compensated for their contributions, daily motivation can be further encouraged by positive feedback […].

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Top Challenges for Customer Support in 2016 #INFOGRAPHIC

Win the Customer

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.

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I didn’t choose CX – it chose me!! Heather Grisedale explains how she became a CCXP

ijgolding

How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy – my life did not quite work out like that! I think it is fascinating to understand how people end up doing something like CX…… and so I am absolutely delighted to share with you one professionals story in this post.

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Leadership behaviors required to create a customer-focused culture

Vonage

Culture is reflected in how people behave. It is a given if you want to change your culture, you must change behaviors. Leaders set the example as they demonstrate it’s about everyone’s behavior. Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Here are strategies that need to be on your agenda.

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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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Groundhog Day – 2016

Andrew Mcfarland

Sometimes we subject our employees and customers to the same dismal treatment day after day as if they should accept it willingly. Instead, many would prefer a fast end to the perpetual misery of buying from (and dealing with) us.

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4 Affordable Online Solutions for Understanding Customer Experience

Win the Customer

Measuring the success of customer service isn’t as simple as just looking at reviews, sales figures or the amount of potential customers your store receives. There are a wealth of statistics and metrics to monitor to understand customer experience. As well as the minefield of potential bad reviews to navigate. The best solutions intercept unhappy clients and ask for feedback that comes directly back to you, preventing third party criticism.

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5 Online Survey Types That Help Build a Better Business

GetFeedback

Learn the five most common use cases for online surveys, and how your business can use them to gather valuable feedback to improve and be successful.

Surveys 60
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It’s not the product. It’s the experience

Vonage

What is it that makes great companies great? Is it the product? The short answer would be no. A company can offer a product that is truly amazing, even something so innovative that it changes lives, but that doesn’t make the company behind it great. However, when you add customer service to the mix, then you’re on to something. Great companies are customer-centric.

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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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ForeSee Reaches Out to Flint

ForeSee

In response to the water crisis in Flint, Michigan – not far from ForeSee’s headquarters in Ann Arbor – one of our team members reached out to see if our local. The post ForeSee Reaches Out to Flint appeared first on ForeSee.

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4 IT Security Flaws That Will Cost You Customers

Win the Customer

Information technology exists for the sole purpose of bringing customers and businesses closer together. It facilitates everything from sales to customer support. It should enhance every aspect of a business. The problem is that IT flaws can cost you customers. Your customers may be exposed to identity theft, incur costs from their credit card providers, and be forced to go through unfortunate situations because they were or are one of your customers.

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CX makes the world go around! Why customer experience is a global challenge

ijgolding

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience professional!

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Meeting Millennial Customer Expectations

Eptica

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000) 66 million Generation X (born 1965-1982) 4 million Baby Boomers (born 1946-1964) We’re currently at a tipping point, as more and more Millennials joi

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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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Webinar: How to Stop Your Customers From Leaving You

Kayako

No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? Even with excellent onboarding techniques and being there to help the customer settle in, it can be a little baffling why customers still leave you. Generally, businesses are more interested in what’s coming in at the top of the funnel.

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Customer Experience Is Like a Math Problem

Topdown

I came across an interesting take on customer experience (CX) improvement in an article by David Gee in CIO called “ The Customer Experience Algorithm.” After reiterating that CX is the “holy grail” for most enterprises, the acknowledged key to customer loyalty and increased revenues over time, Gee explores the idea of approaching CX as a math problem to be solved – something that can be broken down into its core elements, wrangled into a formula, and repeated reliably for long-term results.

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Outsourcing is Broken and How to Fix It: A Podcast

CustomerServ

Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas Tenumah on the state of today's outsourcing industry. Amas is a speaker, author and customer experience expert. Nick is a tenured contact center outsourcing professional.

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Un service client online pour les déficients auditifs

Eptica

Date: Tuesday, February 2, 2016 Un service client online pour les déficients auditifs. Published on: February 02, 2016. Author: Ombeline Blondel "merci" en LSF Nous y sommes ! Cette année encore, nous scrutons avec attention le service client en ligne de 110 marques françaises, dont les résultats sont restitués dans notre étude omnicanal. Cette année, une tendance nous a sauté aux yeux : plusieurs marques ont mis en place un service spécifique pour les déficients auditifs.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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One in Every Five Mobile Users Actively Seeks Help While Using an App

Natalie Petouhof

Tweet. Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift’s team of data scientists polled the company’s entire install base of 1.3 billion devices, monitoring user behavior over the course of a six-month time period. Helpshift, a mobile support platform revealed new proprietary data that showed: One in every five mobile users actively seeks help within the apps they use.

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Live Chat Etiquette Basics. How to Ask Questions Correctly

Provide Support

Live Chat Etiquette Basics. “Judge a man by his questions rather than by his answers.” ― Voltaire. Properly and politely asked questions always make a good impression on customers. They create an atmosphere of friendliness and encourage customers to come back again and again. Normally it is not enough to answer questions politely, it is also important to put questions properly, show respect and polite attitude.

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Outsourcing is Broken and How to Fix It: A Podcast

CustomerServ

Listen to a down to earth, real world conversation between outsourcing experts Nick Jiwa and Amas Tenumah on the state of today's outsourcing industry. Amas is a speaker, author and customer experience expert. Nick is a tenured contact center outsourcing professional.