Beyond Philosophy
JUNE 8, 2016
I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. It’s an excellent first step. But it isn’t enough. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. In general, business needs to get specific about the emotions in their Customer Experience.
ShepHyken
JUNE 8, 2016
Customer Service Culture. There are a number of reasons that companies fail at customer service. As I read dozens of articles each week, numerous books on the topic throughout the year, as well as conduct some of my own research, there are some very clear reasons. Sometimes it’s not what you are supposed to do, but what you should avoid doing. If you’ve been following my work, some of this may seem like a review, yet we must constantly be reminded of these reasons.
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Callminer
JUNE 10, 2016
Think, for a moment, about the last time you had an exceptional experience as a customer. What stood out to you? What do you remember the most?
Contact Center Pipeline
JUNE 9, 2016
Most early online communities were set up strictly for customers to help other customers, and companies generally took a hands-off approach to discussions that took place on those sites. “Companies have come to realize that customers are not threatened when employees show up—in fact, they expect you to show up,” says Joe Cothrel, chief community […].
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Beyond Philosophy
JUNE 6, 2016
I love Uber and one of the reasons is their seamless approach to payment, that included the tip, which meant I didn’t need to think about it? How much, do I have the right money, do I have any cash? However, cash tipping is now coming to Uber. The hired ride company is backing off of its previous “no tipping” policy, thanks to a proposed class action settlement in which drivers claimed the company have violated labor laws by discouraging tipping.
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
JUNE 6, 2016
This original article was written by Steve DiGioia. Countless studies have shown that the key to a successful employee, one who excels at his/her job, is motivated to perform at his peak and one that will have the best interest of the company at heart, is a properly run and dedicated new employee onboarding and orientation program. During my career I have been personally responsible for the development and facilitation of new employee orientation classes, one-on-one training/coaching sessions an
Contact Center Pipeline
JUNE 8, 2016
There are three foundational building blocks that need to be optimized to consistently deliver engaging customer experiences over the phone: people, processes and leadership. Our ongoing article series, “How to Deliver Engaging Customer Experiences,” published in Contact Center Pipeline magazine, covers each of these focus areas in detail. This guest post, a stand-alone from our […].
Beyond Philosophy
JUNE 7, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.
ShepHyken
JUNE 7, 2016
Michael Bungay Stanier on Coaching for Customer Service. Shep Hyken speaks with coaching and retention expert Michael Bungay Stanier on coaching for customer service. They discuss coaching methods and tips from Michael’s new book, “The Coaching Habit: Say Less, Ask More, & Change the Way You Lead Forever.” Great customer service starts by hiring the right employees.
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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
Win the Customer
JUNE 7, 2016
From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. In the United States alone there are more than 191 million online shoppers.
Contact Center Pipeline
JUNE 7, 2016
Customers increasingly turn first to self-service to answer questions or solve problems. When they do, they value quick, easy access to relevant and accurate content so that they can find the information they need and get on with their lives. Yet providing customers with a low-effort self-service experience that meets their needs has been a […].
Up Your Service
JUNE 5, 2016
Recently, I was visiting a company to demonstrate UP! Your Service and the CEO said to me, “We want to achieve world-class standards in our service. How can your company help us get there?”. Caught between making a first good impression with the senior leader and being truthful to myself, I deliberated for a few moments before sharing my experience with his company.
ForeSee
JUNE 7, 2016
Today we’re releasing the 51st consecutive ForeSee E-Government Satisfaction Index, a report showing comprehensive reflection of the citizen experience with federal government websites. The report serves as a critical checkpoint. The post Mobile Managers Answer The Call In 51st E-Government Satisfaction Index appeared first on ForeSee.
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.
Amity
JUNE 10, 2016
A free trial version of your SaaS offering is a very efficient method of getting users to understand the value of your product and create demand for it. On the surface, it appears to be a great means of showing, not telling, why your solution is the right answer to their problems. However, many potential customers can (and do) evaluate your product without ever contacting you and well, sadly vice versa.
Topdown
JUNE 9, 2016
The title of Micah Solomon’s recent Forbes article caught my eye: “ Stupid Touchpoints Are Worse Than No Touchpoints in Customer Service and Customer Experience.” It proved to be an entertaining and worthwhile read, reminding those of us in customer experience (CX) and customer communications management (CCM) to think very hard about the reasons and ways we touch customers before we start touching them inappropriately (i.e., everywhere, all the time, and turning them off in the process).
Vonage
JUNE 8, 2016
The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your marketing efforts. And you can expect an effortless marketing boost as well, as happy customers talk to their friends about their experience. Smart companies know the value of promising – and delivering – great customer service.
ijgolding
JUNE 7, 2016
This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world has been undergoing a technological revolution.
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!
ForeSee
JUNE 9, 2016
Contrary to the assumption that everyone is unhappy with their wireless provider, a new report shows that overall customer satisfaction is fairly high — with ForeSee client T-Mobile leading. The post In Wireless Provider Customer Satisfaction, T-Mobile Leads The Pack appeared first on ForeSee.
Topdown
JUNE 6, 2016
In a recent article for Forbes, “ Data-Driven Customer Experience: The Challenge of Openness ,” Hugo Moreno reports on some of the key takeaways from the Forbes Insights Report “ Data Elevates the Customer Experience: New Ways of Discovering and Applying Customer Insights ,” which was sponsored by SAS and based on a survey of 357 executives of large organizations.
Amity
JUNE 7, 2016
SaaS Tattler Issue 85: Identifying the Red Flags in Customer Success. Churn. There are over a million words in the English dictionary, and yet it’s every SaaS professional’s least favorite one. Sometimes it can be unexpected, but it’s easy to overlook some of the customer’s warning signs when you’re more focused on the big picture … until suddenly, you’re completely blindsided while the customer has already taken an exit.
Kayako
JUNE 9, 2016
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.
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
JUNE 6, 2016
Last year was the first time the growth in sales of smartphones dipped under 10 percent, which on the surface may indicate that mobile usage is beginning to slow. However, The post What Record Mobile Data Usage Means For CX Strategies appeared first on ForeSee.
Eptica
JUNE 10, 2016
Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. For example, it is quite possible that a company could solve a consumer’s issue, but that the customer needs to expend so much effort to achieve it , or that the process feels so complex, that th
NICE inContact
JUNE 9, 2016
No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need “Big Data” to find them. Every customer interaction has value from an intelligence perspective.
Contact Center Geek
JUNE 9, 2016
Here's a bit of call center humor, in the spirit of Throwback Thursday. And buried in that humor is a lesson that continues to stay with me. Let me answer your first obvious question. Yes, it is acceptable to do a "Throwback Thursday" post on LinkedIn. Ok, now let me answer your second obvious question. A hexahedron is a polyhedron with six faces, 12 edges and eight vertices.
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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.
Kayako
JUNE 9, 2016
Almost everybody would like to get paid more for the work they do… but not everyone has the ability or guts to ask for a pay rise. It can be overwhelming. Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. Consider this: in the average annual salary review, you’ll be offered a 5% pay rise.
Eptica
JUNE 8, 2016
Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases.
C3Centricity
JUNE 5, 2016
Things have been pretty hectic for me these past few weeks. As you read this, I am in New York presenting at the CASRO Technology and Innovation Event, 6th to 7th June. If you’re attending the event, please stop me and say “HI”; it would be awesome to meet some of my Amercian readers! I [.]. The post New Thinking, New Ideas, New Successes!
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