Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

Consulting 282

Consulting Consulting Marketing Customer Experience 282

Contact Center Pipeline

APRIL 14, 2016

The 2016 SWPP Annual Conference in Nashville (April 4-6) was a lot of fun. I came home with a notebook full of facts and lessons that I captured—it was just as thick as last year’s was and just as thick as I expect next year’s will be. This conference is dedicated to workforce management, which […].

Management 100

Management Contact Center Call Center 100

PeopleMetrics

APRIL 15, 2016

My wife and I recently had a baby, and as a new parent, my smartphone quick-draw has gotten snappier. You see, things come up while you’re holding a newborn—things that must be Googled, ordered, photographed. And time (as they say) is of the essence. In these past weeks, I’ve been able to confirm my suspicion about a lot of mobile customer experiences.

Best practices 88

Best practices Customer Experience Wireless Feedback 88

ClearAction

APRIL 12, 2016

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don’t ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

Real estate 86

Real estate Marketing Enterprise Accountability 86

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Beyond Philosophy

APRIL 13, 2016

Why do organizations put such little value on loyal customers? Why do we not look at the lifetime value of a customer and see the profit they provide? Why do organizations treat existing customers so poorly? Surely the economics shows us all the error of our ways. We all know it costs less to keep a customer than it does to acquire a new customer. According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the pri

Consulting 150

Consulting Consulting Marketing Customer Experience 150

Aria Solutions

APRIL 13, 2016

The deadline for filing taxes is almost here, but are you ready? Did you diligently gather your paperwork in February, and prepare your tax returns yourself? Or did you find that needed home repairs, your kids’ sports events, and the latest season of House of Cards took up too much of your time until it was too late? If you fall into the latter category, you may have filed an extension, but that only buys you so much time.

Interactive Voice Response 74

Interactive Voice Response Accountability Technology Contact Center 74

Vonage

APRIL 13, 2016

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work. Let’s focus on the role that customer journey maps play in a seamless customer experience. A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives.

Journey mapping 67

Journey mapping Customer Experience Accountability Education 67

Amity

APRIL 12, 2016

SaaS Tattler Issue 81 - Sales or Customer Success? It's an uphill battle for a CSM when the customer-facing teams are misaligned. It's a concept that Ed Powers commonly refers to as Organizational Silo-ism. Which is the friction between departments, specifically within growing companies. To help break down silos, w e've decided to dedicate this issue of the SaaS Tattler to aligning the key customer-facing teams within your organization.

Sales 66

Sales SaaS Healthcare Marketing 66

Contact Center Pipeline

APRIL 12, 2016

Training programs for home-based agents, especially new-hires, should include ongoing personal contact with a support team member—a supervisor, team leader or senior agent—who they can turn to for a quick response to questions and issues. The Hertz Corporation has experimented with both onsite and remote training for its U.S.-based work-at-home program since its launch in […].

Personalization 100

Personalization 100

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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

Topdown

APRIL 14, 2016

When building out a customer experience management (CXM or CEM) architecture, you will need to address marketing, commerce and service functions. With the right allocation of resources, you will be able to provide a rich, consistent and deeply personalized customer experience at every stage of the customer lifecycle and across each touchpoint. To do this, you need to determine how, not whether , you will be sharing data and content across your digital experience (DX) platform.

Customer Experience 59

Customer Experience Marketing Personalization Management 59

Vonage

APRIL 12, 2016

Imagine taking a train from San Diego to Santa Barbara, California. Beautiful, right? You can probably picture the amazing views of the ocean and the charming beach towns you pass along the way. That’s how I describe it. I took that trip recently when I traveled to Santa Barbara to film my latest training videos at Lynda.com. It was peaceful and relaxing.

Wait times 67

Wait times Customer Service Time management Personalization 67

CMS

APRIL 13, 2016

Quality patient care is necessary for your healthcare practice to stand out from the rest. Your patients move at a very fast pace and are very tech-friendly, which means they expect the same from their healthcare provider. A professional medical answering service is one way you can give your patients the care they may need when your office is closed for the day.

Answering services 63

Answering services Healthcare Call Center Accountability 63

Andrew Mcfarland

APRIL 11, 2016

Mikael Blaisdell posed a series of compelling questions in The Customer Success Forum, that address key obstacles to delivering profitable customer experiences.

Customer Experience 59

Customer Experience 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

Topdown

APRIL 13, 2016

This is the fourth in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project , Part 2: Prioritizing Tactics and Part 3: Sharing the Investment if you haven’t already.

Customer Experience 59

Customer Experience 59

Amity

APRIL 15, 2016

Anyone who runs knows how it takes time to build up your practice. At first, your goals may be to simply get some exercise. The more you run, however, the easier it becomes. In time, running may become so enjoyable that you may want to start doing short races. When those races go well, perhaps you’ll run farther distances.and so it goes. Many customers who use SaaS products follow the same path.

SaaS 56

SaaS Benchmark Upselling Consulting 56

airespring

APRIL 12, 2016

The other day I received a call from an unknown number. My hunch told me it was going to be a survey or a salesperson. But for some reason, I wanted to answer the call. There was something about the number that made me want to pick up. What was it about the number I liked so much? It had my hometown area code. People respond well to familiar things.

Telemarketing 54

Telemarketing Contact Center Call Center Surveys 54

ClearAction

APRIL 12, 2016

Saluting 25 Silo-Bridging CMOs Gary Katz. Silos — span them, bust them, mix them or ventilate them. Just don't ignore them. Marketing silos exist as a wide variety of chasms between organizations, systems, data, channels, metrics, assumptions, and handoffs. We actually need silos to some extent, as discussed in my recent article, 10 Silos Marketing Ops Can Bridge, to allow specialization, empowerment and accountability.

Real estate 54

Real estate Consulting Consulting Marketing 54

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

Topdown

APRIL 11, 2016

This is the third in a four-part series exploring in more detail the ideas presented in Four Surprising Pitfalls in the Way of Great Customer Experience. Be sure to read Part 1: Process v. Project and Part 2: Prioritizing Tactics if you haven’t already.

Customer Experience 54

Customer Experience 54

The Call Center School

APRIL 11, 2016

The Trusted T.A.C.O.S. Model for Contact Center Trainers. The lasting reputation and ultimate sustainability of any organization rests heavily on the shared efforts of every agent on the call floor. If half-hearted, unfocused efforts are the peak of the customer care on offer, contact centers and the organizations financially supporting their existence can, and have, crumbled overnight.

Contact Center 53

Contact Center Customer Care 53

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

ForeSee

APRIL 12, 2016

In 1877, the Bell Telephone Company made telephones commercially available for the first time. About 64 years later, telephones had achieved a 40% adoption rate in the US. When the. The post How Improving Mobile Banking Experience Can Translate to the Rest of the Business appeared first on ForeSee.

Banking 53

Banking Analytics Customer Experience 53

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

Kayako

APRIL 14, 2016

This is a guest post from Desiree de la Rosa of Videopath. Video is an excellent self-service tool. It offers a unique way for customers to learn about and get the most from your product or service. Interactive video takes things to the next level – by giving your customers a complete support experience in one. So how can interactive video fit into your self-service support offering?

Self service 48

Self service Best practices Customer Support Marketing 48

airespring

APRIL 11, 2016

Here’s a scary statistic : in 2013, 51% of consumers switched service providers due to poor customer service experiences. Think about what that means. One in every two customers might abandon a company just because they had a bad experience with customer service. One in every two customers calling into your customer service department could take their business elsewhere at the end of that phone call.

Coaching 48

Coaching Contact Center Call Center Customer Service 48

LiveChat

APRIL 13, 2016

If you’ve read my latest post about lion customer taming, you may think: OK, I’ve seen a post about dealing with customer complaints , but there was nothing about dealing with complaints via social media ! That’s because dealing with negative comments on social media is different than dealing with the “regular” complaints, received by phone, chat or email.

Feedback 57

Feedback Personalization Customer Service Customer Experience 57

Natalie Petouhof

APRIL 12, 2016

Tweet What’s The News? Salesforce announced Salesforce for Messenger Platform which will empower companies to create entirely new sales, service, marketing and app experiences for customers on Messenger. Salesforce for Messenger will enable companies to leverage existing business processes to make customer journeys even more relevant and personalized than ever before.

CRM 49

CRM Sales Marketing Personalization 49

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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

APRIL 11, 2016

Call center outsourcing is a hot topic on both ends of the phone – company and customer. And both groups have reasons to celebrate and hesitate. From a company’s perspective, call center outsourcing can be attractive for expanding customer communication, but may be nerve-wracking given that it requires giving up some control over their provision of service.

outsourcing 47

outsourcing Call Center call center software call center solutions 47

Rudy Vidal Consulting

APRIL 15, 2016

? My supervisor, an expert strategic planner, asked me to gather data for a special project. and report my findings. A couple of days later, he asked me, “How’s it going?”. ?“Great,” I said. “I’m gathering a lot of data.”. ? Two days later, he asked the same question. “How’s the project going?”. “Great,” I answered. “I’m waiting a little more information and I’ll have everything I need.”.

Management 45

Management Employee engagement 45

Customer Interactions

APRIL 11, 2016

Voice of the Customer Technology Offers Powerful ROI through Customer Retention How would you like to lower your customer churn rate (the percentage of customers who’ve ceased to be customers following their interactions with your Customer Care department)?

Customer retention 49

Customer retention Customer Care Technology 49