Sat.Apr 30, 2016 - Fri.May 06, 2016

article thumbnail

Naked Dining: A Different Customer Experience

Beyond Philosophy

A London restaurant brings naked dining to the city. Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Forbes reports that London pop-up restaurant guru Sebastian Lyall has announced a new eatery, slated to open in June.

article thumbnail

3 Reasons Every Call Center Needs an Contact Center Operations Dashboard

Callminer

An agent performance dashboard is an ideal solution for improving agent performance and the customer experience. Read why.

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

Elements of an Employee Advocacy Program

Contact Center Pipeline

If you are considering rolling out an employee advocacy program, there are a few critical core elements that need to be in place to be successful. According to Christopher Hannegan, Edelman’s executive vice president, U.S. Practice Chair, Employee Engagement, it boils down to four areas: The content and information that you want employees to share. […].

article thumbnail

Mindtouch Top 100 Customer Success Influencer lists Peter Lavers

Peter Lavers

Peter Lavers has been selected by Mindtouch as one of The Top 100 Customer Success Consultants to engage with… for the 2nd year running! This is the 2nd year Mindtouch has executed their Top 100 Customer Success List to act as a guide to reach out and engage alongside with those people who care about our industry. See the full list here. If you want to contact Peter, you can Tweet him or send him an email.

article thumbnail

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.

article thumbnail

VW To Buy Back Cars And Learns Cost Of Lying

Beyond Philosophy

The latest in the “Hoaxwagen” scandal reveals the price you pay for lying to consumers. (Hint: it’s not cheap!). Volkswagen AG will buy back almost half a million cars from consumers that bought their 2.0-liter diesel cars sold in the U.S. This buyback agreement, described by Reuters as a framework deal, includes the Jetta Sedan, the Golf compact and the Audi A3 models sold since 2009.

More Trending

article thumbnail

Punctuality Is the Soul of Business

Contact Center Pipeline

I found this idiom online at The Free Dictionary. The expression was coined by Canadian politician Thomas Chandler Haliburton, and its definition is pretty straightforward: “You should be on time for all your business appointments.” This definition immediately makes sense and causes me to wonder why the word “punctuality” isn’t used more often. It seems […].

article thumbnail

Re-Thinking with a Customer-Centered Lens

Mindtouch

From investing, to board governance, to enterprise consultation, Ben Kepes , Director of Diversity Limited , knows exactly what technology based tools exist to help companies digitally transform while keeping the Customer Experience at the forefront of their growth model. He helps enterprise companies understand that the modern era requires a customer-centric approach that is geared for a multiple touch point experience.

article thumbnail

When a Customer Refuses Your Help

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.

article thumbnail

4 Best Technologies for Small Businesses

Win the Customer

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat. Modern technology has made it easier for small business owners to manage and track multiple tasks at the same time. The following are four essential technologies for small businesses.

article thumbnail

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!

article thumbnail

Contact Center Pipeline Magazine: A Look Inside Our May 2016 Issue

Contact Center Pipeline

Have you seen the new Discover Card commercial? Their message says you can reach a real person in the U.S., day or night. They won’t waste your time trying to sell you a bunch of other products you don’t really need. 100% U.S.-based customer service. Here to help. Not to sell. Hmmm… interesting strategy. All […].

article thumbnail

Embracing the Customer Perspective – Interview with Sandeep Arora, Knack Systems

Mindtouch

As a niche consulting firm, Knack Systems specializes in SAP CEC services, helping organizations optimize sales, service, marketing, and eCommerce capabilities. Sandeep Arora , COO of Knack Systems, always makes sure that when his company consults for an SAP account, they first take a look at how the customer experience is being observed. Arora knows the first step is putting yourself in your customer’s shoes to see what their perspective is like.

article thumbnail

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

ijgolding

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.

article thumbnail

Marketing Maturity Model to Mobilize Mightiness

ClearAction

Marketing Maturity Model to Mobilize Mightiness Lynn Hunsaker. Marketing maturity models are falling short in empowering your organization’s mightiness. In sports skills , maturity matters because it puts your game at the top echelon of competition. In human development , maturity matters because it means wisdom, a well-rounded personality, capability for success under a variety of circumstances, and greater satisfaction in relationships.

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

How to contribute and improve service quality as a customer

Vonage

Every month I receive messages from students and readers that begin, “I got such terrible service from…” and often close, “…and I’ll never go back there again!”. I find these stories upsetting, occasionally entertaining, but rarely are they motivating or instructive. Here’s why: Anyone with enough intelligence and emotion to muster a written complaint also has the ability to offer a constructive solution.

article thumbnail

8 Reasons why customer retention is more important than acquisition

Andrew Mcfarland

(Guest post written by Mark Johnson, a marketing consultant with a degree in business and a passion for helping companies achieve their ambitions.) It’s easy to forget with everyone talking about targets, niche markets and ‘wow’ factor, the one thing essential.

article thumbnail

Watch Adam Grant’s Inspiring TED Talk Ahead of ForeSee Summit

ForeSee

Those of you attending ForeSee Summit are in for a real treat, as we’ve tapped educator, book author and business leader Adam Grant as this year’s keynote speaker. In addition. The post Watch Adam Grant’s Inspiring TED Talk Ahead of ForeSee Summit appeared first on ForeSee.

article thumbnail

Who Tweeted It First: Customer Success Edition

Amity

Working in Customer Success, we hear the same terms all the time: ARR, Churn, MRR, Retention, SaaS, etc. But have you ever found yourself wondering, “who tweeted it first?” Well, we did, and after conducting some very in-depth research, this post was born. This week, we looked at some commonly-used terms in the world of Customer Success and made a few discoveries on who tweeted it first.

article thumbnail

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

article thumbnail

The Problem With B2B Marketing That Nobody Is Talking About

Influitive

No marketing trend or technology can last forever. In an era of constant disruption, marketers are easily distracted by all the new shiny objects promising to help them generate leads. In his Advocamp 2016 keynote, Joseph Jaffe, CEO/Co-Founder of Evol8tion, recommends a different approach: going back to the basics. Watch his talk to learn where. The post The Problem With B2B Marketing That Nobody Is Talking About appeared first on Influitive.

B2B 60
article thumbnail

Three Ways to Use CCM Data, Analytics to Improve Customer Experience

Topdown

All companies have two topline objectives, regardless of industry, size or business model: revenue growth and profitability. So the metrics that companies gather for any business function, including customer communications management (CCM), usually speak to one or both of these. Profitability usually gets translated to CCM in terms of operational efficiency.

article thumbnail

Ahead of Summit, A Chat With ForeSee CEO Pete Daffern

ForeSee

The entire team at ForeSee is excited for what’s ahead at this year’s Summit, but no one more than CEO Pete Daffern, who will discuss the new customer experience imperatives. The post Ahead of Summit, A Chat With ForeSee CEO Pete Daffern appeared first on ForeSee.

article thumbnail

3 Ways Integrated Analytics Can Solve Your Data Nightmare

Calabrio

When it comes to making operations more efficient, most executives know they need to leverage data to identify areas of improvement. Data collection and storage is manageable, but executives can easily find themselves with a mountain of information and more questions than answers. How do you move from the collection phase to extracting insights and driving real value for the company?

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

Tools to Support Your Growing Customer Base

Amity

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. There are numerous tools available that work with your budget while still helping to optimize the efficiency of your workflow.

SaaS 51
article thumbnail

Atomic Content, Layers of Abstraction in Customer Experience Software

Topdown

The majority of digital customer experience software have underwhelming browser-based design environments and tools for composing content and communications. We explored this issue in a broader context in our breakdown of Forrester’s report on the top digital experience platforms. The 2016 Forrester Wave covering customer communications management (CCM) will be out soon, and from what we hear, the same is true: Most CCM solutions still rely on thick-client applications or plug-ins to Microsoft W

article thumbnail

Use Your Average Number of Replies to Improve Your Support

Kayako

Customer support metrics matter. They’re something you should be paying attention to. There is a wealth of information just waiting for you to explore and glean information from. A lot of attention is paid to response times and handle times. We go to a lot of effort to run complicated NPS surveys or send out CSAT surveys after support interactions.

Metrics 49
article thumbnail

The Ultimate Service Recovery Implementation Guide

Genroe

One August morning in 2015, HSBC workers arrived on a seemingly normal Friday; but normal it was not. Soon the phones started ringing: “None of our 150 staff have been paid, which before a long weekend, is a disaster”. It was just the start of a huge service outage where 275,000 individual payments failed, leaving, […].

article thumbnail

The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

article thumbnail

A Conversation with Chief Strategy Officer Lenny Nash About the Client’s Journey

ForeSee

With ForeSee’s leadership team presenting at Summit, we wanted to sit down with Chief Strategy Officer Lenny Nash, to get some insight into what he’ll be talking about. Lenny, this. The post A Conversation with Chief Strategy Officer Lenny Nash About the Client’s Journey appeared first on ForeSee.

53
article thumbnail

Time to Elevate Your Tech Writer

Mindtouch

For some years now, customer-centricity has been the lauded business approach. Although companies have made a lot of strides, one area continues to fall short: the realignment of key strategic personnel. Why? Because too often the technical writing team is overlooked. And if you are a decision maker and are still not thinking of your tech writer as a prime strategic asset, you are doing it all wrong.

article thumbnail

Mother’s Day is when the most phone calls are made

Avaya

Mother’s Day is the one day in the U.S. when the most phone calls are made. According to this cool Mother’s Day Facts site, 122 million calls are made to mothers on Mother’s Day in the United States alone. Considering there are only 85 million mothers in the U.S., Mom must be pretty busy taking calls from her multiple children, and Dad must be busy making reservations at the favorite family restaurant (Mother’s Day remains the top holiday for dining out).

47