Sat.Feb 06, 2016 - Fri.Feb 12, 2016

article thumbnail

The Hashtag You Hope Your Customers Aren’t Using About You

Beyond Philosophy

When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. What he wasn’t prepared for was the hostility he encountered from various travel entities, including Delta and Avis, to name a couple, or as he later calls it: #hateselling. #Hateselling announces there is a problem with your Customer Experience.

article thumbnail

5 Things You Didn’t Know About Voice Analytics Technology

Callminer

Voice analytics technology may offer considerable business benefits, but many organizations simply don’t know much about it. Here’s a look 5 unknown facts about speech analytics.

Analytics 182
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Speak to Me as a Person and Don’t Read a Script

Steve DiGioia

I'm flesh and blood but you're a robot! This original article was written by Steve DiGioia. Too many businesses continue to offer a workplace that leaves no room for the employee’s personality to come through. They’re not robots, you know… They must recite a script written by someone that sits in an office far removed from the customer or by someone that, for years, hasn’t been “on the front lines” with the customers.

Scripts 170
article thumbnail

Rebuilding Supplier Trust – Lessons From Tesco

Peter Lavers

Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits. CEO Dave Lewis accepted the report, apologised, and promised to “reenergise” supplier relationships. (Watch his response by clicking on the image, left).

article thumbnail

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

article thumbnail

There’s a Reason Why It’s Called Fishing, Not Catching

Beyond Philosophy

In this series of posts, professionals reveal their best antidotes to work stress. Read the posts here , and then write your own (use # OutsideWork in the piece). It is vital that people recharge their batteries from time to time. They should take a break from their everyday work and think of other things. The best ideas I have ever had occurred when my brain is relaxing, not when I am staring down at a computer screen or across a conference table.

More Trending

article thumbnail

Being a Member Doesn’t Mean You Can Do Anything You Want

Steve DiGioia

or maybe it does. This original article was written by Steve DiGioia. American Express touts the benefits of being a member. So too does AARP, Costco, most museums and any of the thousands of “membership clubs” whether public or private. But does this give the member free reign to do as he or she pleases? Of course not. But with membership comes a certain expectation of “ statut favori ” or favorite status and the ability to bend the rules to suit one’s needs.

article thumbnail

Customer Experience Management Lacks User-Friendly Content Creation

Topdown

Customer experience management (CEM) orchestrates all of the people, processes and technologies involved in each customer-company interaction during a customer journey. On the technology side, companies use digital experience (DX) platforms to create, manage and deliver the content that drives those customer-company interactions. But DX platforms have some serious shortcomings.

article thumbnail

The Amity Test: 16 Steps to Better Customer Success

Amity

We often encounter the question, " is there a way to measure how well my Customer Success Team is performing?" After reading the Joel Test , we've come up with our own quick test to assess the maturity of Customer Success as a SaaS vendor. The great part about it is that it only takes about 3 minutes to complete! If you are a customer success professional considering taking a role at a SaaS vendor, this test can give you a quick sense of how customer success operates there.

SaaS 66
article thumbnail

Quick Tip: Give Agents a Voice in Customer Initiatives

Contact Center Pipeline

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer initiatives upfront by making sure that they have a voice at the table and can contribute their input throughout. Why? Engaged agents will: Provide valid feedback on what is working on […].

article thumbnail

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

article thumbnail

They say elephants never forget… but what about customers?

ijgolding

It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate – have a read of this: Remarkable recall power, researchers believe, is a big part of how elephants survive.

article thumbnail

Time Inc. Acquires MySpace: It’s All A bout the Customer Data

Natalie Petouhof

Tweet Were you unsure MySpace still existed? Time Inc., who is the owner of Time, Fortune, and People magazines, has acquired Viant. Viant is the parent company of Myspace. So why would Time Inc do that? My sources say that it’s all about the data! News Corp bought Myspace for $580 million back in 2005. Then in 2011 an ad network Specific Media, another Viant-owned company, scooped up Myspace for $35 million in 2011.

article thumbnail

Welcome to the Real World - You Will Lose Customers

Amity

Issue 75: Welcome to the Real World - You Will Lose Customers. Let’s face it, as you grow, you will lose customers. It’s painful but inevitable. When it comes to the importance of Customer Retention, the numbers don’t lie. The Gartner Group found that 80% of your company’s future revenue will come from just 20% of your existing customers.

SaaS 60
article thumbnail

Customer Experience Software Requires Maximum Deployment Flexibility

Topdown

Many enterprises have moved or are moving to the cloud. Others continue to operate their own on-premise infrastructure. From what we have seen, most organizations have a hybrid (mixed) set of solutions and are trending cloudward overall. Here we will look at some of the key factors that are pushing organizations to adopt the cloud, and what customer experience software vendors can do to make sure their solutions will fit into any enterprise architecture, now and in the future.

article thumbnail

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.

article thumbnail

Using email customer service to build emotional engagement

Eptica

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

article thumbnail

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

Tweet The word “agile” has been part of may conversations when it comes to software. This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. The costs for customer service, customer care or customer experience often come in when a company wants to add a channel, say email or chat or mobile.

article thumbnail

Do You Know Your Customer’s Lifetime Value?

CSM Magazine

I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers. According to MarketingCharts, Forbes and Sitecore conducted a study of 312 senior executives in North American companies and learned that not only did they not know the financial value of their customers, more than half had no plans to find out.

article thumbnail

Episode 15 – Written Communication Skills to Improve the Customer Experience - Transforming the Customer Experience

Kristina Evey

Once it’s in print, it’s ALWAYS in print. Any printed conversations – digital or paper and ink – with or ABOUT a customer live on for eternity. Because of this, we need to be extremely cautious and proactive about what is written to a customer and about the customer. Different topics regarding the length, the way to address your customers, who to include and not include, content of the email or letter, etc are all covered here.

article thumbnail

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.

article thumbnail

Has UK customer service turned a corner?

Eptica

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied.

article thumbnail

Customer Experience Articles

ClearAction

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition.(1).

article thumbnail

Why Your Company’s Customer Service Culture Matters (Infographic)

Provide Support

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. There are always a lot of obstacles which prevent your customer service from being perfect.

article thumbnail

The Alchemy of Ads Special: The Best Super Bowl 50 Commercials

LiveChat

Super Bowl 50 is now officially a thing of the past. Denver Broncos took down Carolina Panthers, Lady Gaga sang the national anthem (and nailed it), Coldplay rocked the Levi’s Stadium at halftime. But of course, Super Bowl is not only about the NFL and entertainment, it’s also about commercials. Check out the special, Golden Bowl edition of Alchemy of Ads and witness the best Super Bowl 50 commercials!

article thumbnail

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.

article thumbnail

Smart Desktops Enhance Agent and Customer Experiences

Uniphore

Ventana Research shows that organizations now support up to 17 channels of interaction with their customers! Get this complimentary Q&A with Richard Snow of Ventana Research as he discusses the challenges organizations are facing with omnichannel engagement and how to overcome them. Read More.

article thumbnail

Customer Experience Excellence Course

ClearAction

Customer Experience Excellence Course. [pmpro_levels] The post Customer Experience Excellence Course appeared first on ClearAction Customer Experience Consulting.

article thumbnail

PPL Electric Utilities Wins National Award for Customer Service Improvements

CSM Magazine

PPL Electric Utilities’ proactive outage alerts, introduced last year to better inform customers and improve service, have been honored in a major industry awards competition. POWERGRID International magazine has chosen PPL’s outage alerts as its Customer Engagement Project of the Year. The utility received the award at the magazine’s annual DistribuTECH conference in Orlando, Fla., the electric industry’s largest transmission and distribution conference in North America.

article thumbnail

Who's Your Customer Experience Custodian?

CX Journey

Who is the customer experience custodian in your organization? I was recently interviewed by CSS Corp for their CXpert Speak series. The customer experience custodian was just one of the topics we discussed. As you probably know by now, I'm always happy to talk to anyone about customer experience and employee experience. So if you ask for my thoughts on these topics, I'll fill your ears, for sure!

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Great Marketing Quotes for Breaking the Ice with Your Audience

LiveChat

Welcome to another chapter of our Book of Quotes. Recently it was all about sales quotes and tips on how can you keep a positive attitude during the sales process. Now it’s time to open the next chapter – Marketing Quotes. Being good at marketing means you need to know your audience in and out. You must know their preferences, lifestyles and the way they buy.

article thumbnail

Imagine Managing the Contact Center as a Ball Game – What Role Would you Play in the Team?

Customer Interactions

Imagine Managing the Contact Center as a Ball Game – What Role Would you Play in the Team? Take this quiz to find out what position YOU play in your organization’s strategy, and how you can take it to the next level!

article thumbnail

What is the Definition of Excellent Guest Service?

CSM Magazine

When it comes to defining excellence in guest service the first challenge is to remain objective. One person’s service expectations may not be the same as another person’s. Let’s first agree that our needs as clients are the generally the same; courtesy, a listening ear, an understanding of our requirements and a willingness to help when we need it.