Sat.Mar 19, 2016 - Fri.Mar 25, 2016

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Imagine if Every Company had a Chief Customer Officer

Beyond Philosophy

In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).

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5 Reasons Why You Don’t Like Change

Steve DiGioia

you've got big shoes to fill if you want to be the boss This original article was written by Steve DiGioia. They just hired some hotshot new manager…thinks he’s going to shake-up the place. Maybe, maybe not. Only time will tell. He lines his office walls with photos, awards and commendations from local newspapers and businesses. His desk is covered with assorted trinkets and babbles.

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Maintaining compliance in inbound customer service call centers

Callminer

Compliance doesn’t just happen – call centers need to deploy the right tools and strategies.

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Quick Tip: Act on Employee Feedback

Contact Center Pipeline

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of shared commitment to “Being Greater, Faster.” It’s a culture that was developed more than 20 years ago when the company adopted a set of values to govern the employer-employee relationship, says […].

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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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Your Secret Weapon for Hiring the Best Talent in 2016

Beyond Philosophy

Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. Fortune ran an article at the end of last year that said, “It looks like the ‘jobless recovery’ has finally breathed its last breath.

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To WOW Customers, Listen and Care

Customers That Stick

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.

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Frontline Agent Pay Rising

Contact Center Pipeline

The tightening job market and an increase in the minimum wage have contributed to upward pressure on agent pay. In the last 12 to 18 months, more companies have been raising pay rates by 5%, versus the 2% to 3% cost-of-living increases that have become the norm for the past few years, says Dan Campbell, […].

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An Inside Look at the Customer Experience Strategy of Mercedes-Benz

PeopleMetrics

Joseph A. Michelli’s recent book, Driven to Delight , is centered on the customer-centric transformation and ongoing customer experience strategy at Mercedes-Benz USA. After reading the book, I had a few questions about some of the content and strategies Joseph covered. And here’s what resulted from the exchange. George Jacob: Joseph, what compelled you to write about the customer experience transformation at Mercedes-Benz USA?

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How to Provide a Better Customer Experience by Going the Extra Mile

CSM Magazine

Going the extra mile is an old expression. It describes people who provide better customer service, do a little more than expected and try a little harder. This is a great concept for customer service and is further enhanced by Roger Staubach, the Hall-of-Fame football player who played quarterback for the Dallas Cowboys. He said: There are no traffic jams along the extra mile.

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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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Interview: GetApp’s Top 25 Customer Service Apps

Customers That Stick

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.

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Managed Services: Easy to Want, Hard to Buy

Contact Center Pipeline

Managed services (MS) are easy to want given the desire to lessen reliance on IT, add agility, secure specialty expertise and/or change cost structures. The capacity flexibility so attractive with cloud technology applies to the resources to support and manage it, as well. And the longing to remain up to date is bolstered by the […].

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Why businesses need to use social media as a customer service channel by Elena Lockett

ijgolding

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you have a Twitter account for promotional aspects only, you’re missing out on a whole world of customer service you could offer.

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Giving Customer Success a Voice at the Executive Table

Amity

SaaS Tattler Issue 79 - Giving Customer Success a Voice at the Executive Table. In an era where the customer experience matters more than ever before, having a voice at the executive table changes everything. Cue the Chief Customer Officer (CCO), breaking down Silos, strapped with customer intuition. Despite good intentions, there is a lack of clear understanding around the authority and role of the CCO.

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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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Integrate SaaS Applications into your Digital Experience Architecture

Topdown

We’ve mentioned that organizations still need to have more than one digital experience platform and/or adopt additional solutions to address weaknesses and gaps in their existing platforms. Many companies are opting to tack on SaaS solutions to fill their DX gaps. This can be a great approach, with a couple of caveats.

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Bridging the gap between purchase and service

Eptica

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Author: Chris Eideh For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy.

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Video: Ian Golding & Mark McArthur Christie on ‘The Rise of Customer Experience’

ijgolding

Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! In fact, Mrs Golding will argue that it is nigh on impossible to get me to stop! There is no denying that when you are passionate about a subject, it is enjoyable talking about it. So when Mark McArthur Christie and James Freeman-Gray from my good friends at Rubuss asked me if I would talk about my passion in front of a camera, it was impossible to refuse.

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Be a Strategic Partner to Win & Retain Revenue

Amity

When was the last time you enjoyed corresponding with the proverbial used car salesman? That’s what I thought. I don’t remember either. We’ve all had experience with good and bad vendors. What sets the good ones from the bad? My best experiences have been with people who listened to what I needed, educated me on the possible solutions, and offered solutions that best matched my requirements.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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Customer Experience Event: Document Strategy Forum 16

Topdown

Chicago, Illinois, May 10-12. I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. on Tuesday, May 10, 2016. My presentation, “ Overcoming Legacy System Challenges to Support Your Digital Channels ,” focuses on how to move beyond being document/print-focused to a mindset of digital-first communications that adapt well to whatever channel by which your customers choose to engage with you.

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Does Same-Day Delivery Matter?

ForeSee

Amazon and Google are both in the same-day delivery game, and many retailers are scrambling to determine whether this model will gain enough popularity with consumers that the strategy should. The post Does Same-Day Delivery Matter? appeared first on ForeSee.

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One-Page Journey Mapping for Contact Centers

NICE inContact

I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. With over 230 people in attendance, there were great conversations and a lot of interest on this topic. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first.

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Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

Amity

Okay, let’s all admit it. Anyone who is over 30 years old has been on at least one diet or watched their weight at some point (for those of you who haven’t, I’m jealous and read on anyway). We benchmark ourselves against standards such as body mass index to determine where we should ideally be. Then, we measure ourselves regularly (or, um, not so regularly) on the scale to see how our clothes fit, etc.

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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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NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

Image courtesy of avrene Today I'm pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

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Five Ways to Turn Your Customers into Raving Fans

CSM Magazine

Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips. 1. Engage your customers. Step into their shoes. Understand where they’re coming from. Listen. Empathize. Customers want to be heard. They want to know that your team cares about their problem.

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This Week in Enterprise Tech with inContact

NICE inContact

Rajeev Shrivastava, Chief Strategy Officer at inContact, recently sat down with Fr. Robert Ballecer for This Week in Enterprise Tech at Enterprise Connect 2016. Hear what Rajeev had to say about inContact’s cloud contact center solutions , our strategy for leading the market in cloud technology, and how customers can properly deploy our solutions to meet their business needs.

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What Is Upselling and How It Can Increase Your Revenue

LiveChat

One of the methods of increasing revenue that is often left unexplored my online marketers is upselling. We often hear about all the new ways of bringing more traffic to your website or new lead generation strategies. However, there’s not much talk about upselling. It’s basically making the most of the sales you are already getting. And it can be done with much less effort and at lower costs than generating new sales.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Is It Time to Create a Hassle Map?

CX Journey

Image courtesy of Phillie Casablanca How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products? I'm a huge advocate of journey maps as a tool to help you walk in your customers' shoes in order to better understand the steps they go through to do some job or to achieve some task with your organization.

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7 Downfalls of First Time Managers and How to Avoid Them

CSM Magazine

There is not a manager out there, that doesn’t have a story to tell about the lessons they learned in their first roles of managing people and teams. I know the leader I am today, is far removed from the leader I was five years ago, let alone 30 years ago when my journey began. The mistakes I made, the ladder rungs that broke under my weight, the human collateral, are just some of the messes that taught me to find a better way.

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Quality Series: Score Output Metrics and Use Sub-Attributes to Capture Reasons for Errors

COPC

This is the second post in a special blog series called, “Five Changes to Your Quality Program That Can Dramatically Improve Customer Satisfaction.”. With each post in the series, we will examine one of five fundamental changes we recommend you make to your quality program. These are proven approaches to ensure your quality program is truly customer focused.

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