Beyond Philosophy
MARCH 14, 2016
When Starbucks recently announced changes to its rewards program, Twitter users lashed out at the coffee giant. They complained that the new program, which will award points based on the amount of money spent (rather than on the number of visits to Starbucks) will penalize regular customers who buy only small items, like a brewed coffee. Some vowed to defect to Dunkin’ Donuts.
Callminer
MARCH 16, 2016
In order to drive a better customer experience, call centers must have the proper KPIs in place. CallMiner has outlined some of the best metrics to help guide your organization. Learn more.
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Steve DiGioia
MARCH 14, 2016
you may have your own stuff to talk about but not during working hours. This original article was written by Steve DiGioia. Life has a funny way of throwing us curve balls. Things never seem to go as planned or as we hoped. It’s understandable that we would become discouraged or upset when this happens and take our problems to work. “I’m going to speak with Sheila when I get to work, she is always good with things like this”, you may say.
Contact Center Pipeline
MARCH 17, 2016
Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give their subordinates specific orders on what to do and how to do it. Admittedly, there are cases where it is critical for staff to follow certain regulations, procedures and rules, but […].
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Beyond Philosophy
MARCH 15, 2016
There are so many things that impact our customers and their experience. When you’re starting to sort this out (and even after you think you know) often times it’s hard to know what variables to focus on. What aspect of the experience deserves the most attention? What are the emotions that are most important to evoke? It can be very confusing and overwhelming.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
MARCH 17, 2016
This original article was written by Steve DiGioia. Too many people that are in the position to “greet” people never actually do that. They may say hi or hello but that’s nothing more than an acknowledgement that someone has entered your space. That’s it! Our customers wish to be part of a team and treated warmly like you do at a gathering of friends and associates.
Contact Center Pipeline
MARCH 16, 2016
Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider these three tactics to elevate your contact center to the next level. 1. Define Key Performance Indicators ??Key performance indicators (KPIs) can be invaluable to enhancing your operation and aligning it […].
Amity
MARCH 13, 2016
While attracting customers is a challenge, keeping them is just as important. In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them. In a renewal-based business model, there are three major challenges: Year One. User Adoption. Didn’t deliver.
ijgolding
MARCH 16, 2016
Last week I witnessed something that I consider to be incredibly unusual. In a world where it is more uncommon than not for consumers to have their expectations exceeded, I was actually bowled over by what I experienced. ‘Bowling over’ a career Customer Experience ‘nut’ is not that easy to do! What makes the experience all the more amazing, is that what actually happened is not really anything that remarkable!!
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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
PeopleMetrics
MARCH 14, 2016
The other night, I tried to explain to my wife how the turbochargers in my car work. About two minutes in, her eyes were glazed over so much it looked like she had cataracts. Which brings me to my point: Some things can seem complicated. Perhaps unsurprisingly, customer experience comes to mind as an example. Many business elements can affect the overall experience a company provides.
Contact Center Pipeline
MARCH 15, 2016
The origin of the idiom Moment of Truth is a “translation of the Spanish el Momento de la Verdad, signifying the point in a bullfight when the matador makes the kill. It was first used in English in Ernest Hemingway’s Death in the Afternoon, written in 1932.” (American Heritage Dictionary of Idioms, p. 276) Essentially, […].
Amity
MARCH 16, 2016
Issue 78 - How a Proactive CSM Manages Their Time. As a Customer Success Manager, you’re expected to be proactive. Yet, when you’re inbox is full of customer issues, customer questions, product updates, and onboarding requests … it’s hard to be. In a recent survey of over 700 CSMs, Glide Consulting LLC found that the most commonly reported frustration of a CSM was time management.
Up Your Service
MARCH 14, 2016
Ron Kaufman and Linda Spicer-Tan at UP! Your Service. I am into the second week of my new job and today, I brought to work a book that has greatly influenced me over the past 10 years. The book, UP! Your Service , is about how we can all step up in our service for one another. I was excited and thrilled at the same by the definition of service which the author describes as ‘taking action to create value for someone else’.
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.
AskNicely
MARCH 13, 2016
Business software review platform G2 Crowd recently named AskNicely as a “High Performer” in the Enterprise Feedback Software category where it topped competitors on every measure of customer satisfaction. The latest G2 Crowd report on Enterprise Feedback Management software ranks the best software platforms against satisfaction (based on reviews from authenticated customers) and market presence (based on factors like employee count and market share).
Topdown
MARCH 16, 2016
Forrester analysts have been doing a great job of summarizing, categorizing and evaluating what’s going on in the world of digital customer experience management.
Amity
MARCH 17, 2016
Having grown over the last year in a Customer Success role, I recently set out on the hunt for my next position. The field of Customer Success is growing and when looking for my next move I needed to be sure I found the right fit. Here are the 5 things I learned while searching for my next Customer Success role. 1. When does Customer Success start? It is important to know when the Customer Success team would start; are they brought in on sales calls, once a contract is signed or are they expecte
Kayako
MARCH 17, 2016
The best teams are built upon people’s differences and their strengths. Startups are a great example of where people from different backgrounds and experiences collide to make magic. The key is having a diverse group of people with different skills. This helps drive innovation, competition, unrestricted thought, and open-mindedness. These values have to be instilled at the onboarding stage and reinforced in order to cement the company culture.
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!
aircall
MARCH 17, 2016
Customers expectations for service are always increasing and call center training is a crucial part of the puzzle. Improving performance management and training best practices in the call center is key to keeping your customers happy. “Make sure that everyone who talks to customers on the phone, or answers the business line, is trained,” says Gail Goodman , president at communications and phone training company ConsulTel.
Kristina Evey
MARCH 15, 2016
Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes.
Amity
MARCH 18, 2016
Providing an excellent customer experience is one of the most important ways to improve retention and profitability in any business. A smart Customer Success strategy should always be set as a priority for any business in today’s market. Today’s customers are clever, connected, and terribly disloyal. They like to have various brand choices and just one is not enough anymore.
CSM Magazine
MARCH 15, 2016
Before I begin any customer service presentation for an audience of small business owners and managers, I ask them to write down any questions they would like answered during the event. One the most frequent questions is “What low cost/no cost ways would you recommend to improve the delivery of customer service by my employees?” I offer them these three action items. 1.
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.
ForeSee
MARCH 18, 2016
This is the second post in a three-part series about which retail customers are the most and least satisfied, and how we can use that knowledge to improve business outcomes. The post Part 2: Applying CX Data to Personas appeared first on ForeSee.
Topdown
MARCH 17, 2016
In our last post, we talked about what’s in a digital experience (DX) platform , detailing how dozens of individual applications go into some of these huge portfolios in an attempt to cover Marketing, Commerce and Service needs at every customer touchpoint. And yet, every one of the top DX platforms still falls short of offering a complete end-to-end customer experience (CX) management solution, which means enterprises still have to purchase supplemental solutions and do what they can to integra
Eptica
MARCH 18, 2016
Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices.
CX Journey
MARCH 17, 2016
Image courtesy of mdennes Today I'm pleased to share a guest post by Maansi Sanghi of CloudCherry. Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business. Customer satisfaction is no longer enough – at least for businesses that want to thrive instead of just survive.
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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.
ForeSee
MARCH 17, 2016
When you think of San Diego, does your mind drift to cliff-lined beaches, sunshine, the Gaslamp District, and Mexican food? Mine does, and I’m lucky enough to live here. . The post CX Event Next Week | NGCX Conference appeared first on ForeSee.
Provide Support
MARCH 16, 2016
7 Signs Your Support Really Needs Live Chat. Live Chat is quickly gaining popularity all over the world, but many business owners are still not sure if it’s the right solution for their customer service needs. Many of them believe that traditional customer service channels like phone and email are quite enough to handle their customer interactions and keep their business competitive.
Eptica
MARCH 16, 2016
Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Author: Neil Cox At heart, humans are social beings. This has a major impact on every interaction we have with the people around us. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience.
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