Beyond Philosophy

JUNE 15, 2016

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store. eBay’s new venture is being rolled out in Australia in partnership with Australian retailer Myer, and it requires nothing more than a free smartphone app and a pair of cardboar

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Entertainment Consulting Consulting Customer Experience 283

ShepHyken

JUNE 15, 2016

The After-Experience. Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past. He’s a rock star when it comes to understanding how to make people feel special and appreciated.

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Morale Personalization Customer Service 222

Contact Center Pipeline

JUNE 16, 2016

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and metrics that frame the company’s perspective of what is important to customers. For Ciena Corporation, understanding customers’ views of the brand and how well it meets their expectations called for an […].

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Benchmark Metrics Management Customer Experience 100

PeopleMetrics

JUNE 16, 2016

As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. But it’s uncommon for them to have a system for acting on that feedback. Here's the thing: If you’re not acting on customer feedback, then there’s not much reason in collecting it.

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Customer Experience Banking Feedback Surveys 118

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Beyond Philosophy

JUNE 13, 2016

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.

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Contact Center Pipeline

JUNE 15, 2016

With online self-service, getting customers to accurate information with as little effort as possible can provide them with a high-value experience while meeting the business’ cost-reduction objectives. Unfortunately, too many websites contain outdated information buried beneath pages of FAQs and knowledge base articles and/or poorly configured search engines that retrieve irrelevant results.

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Mindtouch

JUNE 15, 2016

We may attribute our demand for self-service to our need for active involvement and self-gratification, but there’s another element we rarely factor in: our geeky side. You Geek, I Geek, We All Geek. I commute via train and vividly remember the first time I rode the train into work. As you would expect, nearly all my fellow commuters (from young to old, from student to executive, from caffeinated to sleep-drunk) were face down in a mobile device.

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Self service Marketing Customer Experience 91

Amity

JUNE 16, 2016

With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform. We sat down with Ellie Wilkinson , the Senior Customer Success Team Manager at Moz, to discuss how Customer Success has evolved over the last two years. Can you tell us about your responsibilities at Moz?

Engineering 80

Engineering Accountability Feedback Marketing 80

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. – Shep Hyken. Most of us go through training when we start a new job, learning the systems, tools and processes we need to accomplish our day-to-day responsibilities.

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Customer Service Education Customer Support Management 209

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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

Contact Center Pipeline

JUNE 14, 2016

Any center that is truly focused on the customer has to solve a difficult dilemma: make prompts and authentication simple, ensure security requirements are met, AND get the customer to a helpful person who has information about the caller and his or her needs. The old tools and techniques aren’t enough. Success requires customization and […].

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Personalization Technology Contact Center Call Center 100

Return Customer

JUNE 15, 2016

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found. According to Edison Research, 42 percent of customers expect service requests made through social media to be handled within 60 minutes, while 32 percent expect a response within 30 minutes.

Customer Service 75

Customer Service Technical Support Benchmark outsourcing 75

Up Your Service

JUNE 14, 2016

We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world. Mindset includes a person’s attitudes and assumptions, values, beliefs, preferences, standards, and judgments.

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Education Benchmark Personalization 75

ForeSee

JUNE 13, 2016

As the earnings reports for two major retailers indicate, it’s quite difficult to predict exactly which categories consumers will be spending on — and promotional advertising or industry trends aside, The post For Target And Lowe’s, What Happens In Retail Starts Online appeared first on ForeSee.

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Advertising 74

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

Amity

JUNE 17, 2016

Have you ever heard of the Five Rings of Buying Insight ? They are the five things that will determine if you have proper buyer personas -- ones that will positively impact your content creation, lead generation, and sales. It has occurred to me that these rings of insight could be easily associated with Customer Success. Armed with these five insights, Adele Revella explains that your buyer personas will “ reveal the buying decision you need to influence – telling how, when and why

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SaaS Sales Personalization 64

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer! However, over the last couple of years, I have started to conduct my own independent research: In 2013, I published the results to a survey on ‘what customers really want’ Last year, I looked into the ‘things’ that make the worlds ‘number 1 customer experience brands’ I and

Customer centricity 56

Customer centricity Customer Experience Education Metrics 56

Influitive

JUNE 14, 2016

Hot under the collar about the overly automated last decade, common-law marketing personas Joe Buyer and Jane Consumer are getting hitched and seeking a legal name change. Meet The Advocates. Curbing the corporate-imagined script of the past several years, The Advocates no longer adhere to your best guess at buying behaviors, common characteristics and typical trends.

Marketing 60

Marketing SaaS Consulting Consulting 60

Andrew Mcfarland

JUNE 14, 2016

Telemedicine may be a good way to maximize resources (i.e. doctors’ time) and minimize costs by sourcing doctors in lower cost locales, but its practitioners must not neglect the art of patient care. Technology has made it possible to offer.

Technology 54

Technology Customer Experience 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

Amity

JUNE 15, 2016

Earlier this year, I wrote about why you should join and participate in advocacy programs on the ReadyTalk blog. If you’re not familiar, advocacy programs help companies form a tighter connection with their best customers and partners, and are continuing to grow in popularity. There are certainly some challenges that marketers face when establishing and growing their advocacy programs that are similar to starting and building a successful business.

Accountability 60

Accountability Marketing Management 60

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. Author: Jaco Mare We live in a world where time is of the essence , and everyone is trying to cram more and more into their lives. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

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Self service Multichannel Contact Center Feedback 51

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media. Twitter was my platform of choice and I simply posted something to the effect of, “Hey @airlinename, I’m stuck here and need you help to resolve this, please talk to me.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

ForeSee

JUNE 16, 2016

Quick View was once thought of as a ‘must have’ on retail sites, but in recent years the thinking has changed, and the UX community is now moving towards recommending companies remove it from their sites. Why? Well. The post Is Quick View Effective? Short Answer: It Depends. appeared first on ForeSee.

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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

Amity

JUNE 14, 2016

SaaS Tattler Issue 86 - How To Build And Maintain Strong Customer Relationships. Closing the sale was just the beginning… now the real work begins. Beyond your product meeting a customer’s need, it’s important that you’re laying down the foundation for the future. While there isn’t a one-size-fits-all approach to creating a long-term relationship with your customers, we’ve gathered some tips to help.

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Real estate SaaS Government Healthcare 56

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies.

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LiveChat

JUNE 15, 2016

A couple of days ago I was buying some groceries in a quite crowded store. There were two cashiers and I was observing them because I was curious about the way they work. “My” cashier was very serious. She was very polite, but she did not smile and I had this impression that she would like to be at home already. The second cashier behaved differently.

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Customer Service Marketing Personalization Customer Experience 57

Natalie Petouhof

JUNE 16, 2016

Tweet There have been quite a few articles written on adopting cloud-based ERP, and whether the technology will be along the lines of its counterparts. Businesses are becoming more aware of the computer industry and the software is improving with each release. Cloud technology is becoming crucial in developing new capabilities to attract customers. Enterprise resource planning (ERP) within the cloud is the engine utilizing data produced on the plant floor to power manufacturers.

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Big data Engineering Enterprise Analytics 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

Rudy Vidal Consulting

JUNE 14, 2016

One of the aspects of corporate culture that is hardest to shift are outdated policies. There are so many, especially in mature businesses. Easily, over 75% of all policies I have studied across companies and departments are designed to keep bad things from happening – they are the “You can’t do this, and you can’t do that – policies” I have no issue with them.

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Sales Customer Service Management 45

Provide Support

JUNE 15, 2016

8 steps to a more productive live chat support. If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you. If you have only been considering to add live support to your website, you may also find this blog useful to outline for yourself what steps will be needed to make this tool efficient and worth having.

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Advertising Accountability Best practices Surveys 45

LiveChat

JUNE 17, 2016

When I started to work at LiveChat, teamwork became a part of my life for good. Although my writing job forces me to work alone most of the time and I always look for a quiet place in the office, I can still appreciate good teamwork. I believe people can only achieve big things by having a great team to work with. I guess my opinion is shared by all the companies I’d like to present to you today.

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