Beyond Philosophy
JUNE 20, 2016
There are 2 killers of corporate life – speed and politics. Let me give you some background. Before setting up Beyond Philosophy I spent most of my career working in large corporate companies, climbing the ladder of success. I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002.
ShepHyken
JUNE 24, 2016
This week on our Friends on Friday guest blog post my colleague, Jeremy Watkin shares a story demonstrating the importance of empowerment to great customer service. If you empower employees to come up with creative solutions to problems, you’ll be amazed at the results. – Shep Hyken. My wife and I recently celebrated our 15th wedding anniversary. To commemorate the occasion, I stopped by the local grocery store, Fred Meyer, to pick up her favorite flowers: gerber daisies.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
JUNE 20, 2016
This original article was written by Steve DiGioia. Complaint after complaint is heard about today’s workforce; they are lazy, spend too much time on social media while on-the-job and they have no work ethic. Employee morale is at an all-time low. True or not, it is a fact of business. Today’s employees; regardless of their social status, geographic makeup or millennial segmentation, face a vastly different work environment that those of 30-40 years ago.
Contact Center Pipeline
JUNE 23, 2016
It provides a sense of threat… that there is an “or else” at the end of that command! We live in a world where people feel entitled to operate on the premise that if you “dare” to “push my buttons” the offended party has the right to abandon all civil behaviors and punish you the […].
Advertisement
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 22, 2016
On Thursday, June 23rd, the UK vote on whether to stay in the European Union or to exit. The vote referred to as the ‘Brexit’ gives us another excellent example of how emotions affect people’s behavior. Propeller TV’s “ Brexit: Leave EU or Not? ” gives us a glimpse of what people on the streets of London think about the Brexit: The Brexit is about Loss Aversion.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
JUNE 23, 2016
One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.
Contact Center Pipeline
JUNE 22, 2016
Poorly designed IVR applications have been frustrating callers for years—and in too many cases, alienating customers rather than providing a quick and easy way to handle the most basic transactions. Worse, when callers opt out of a self-service system, their personal information often is not transferred with them and they’re forced to repeat it to […].
Amity
JUNE 20, 2016
Customer Success Managers can usually rattle off a number of metrics and statistics they use to measure their customer's health and success. But it gets a little less standardized when you begin asking them how they measure their own success. I've asked fellow CSMs what their KPIs are and have heard different replies each time. This question has even been one of the most discussed points for my team as we've quadrupled in size in less than a year.
ShepHyken
JUNE 20, 2016
Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. World’s 3 MOST Customer Centric Companies: How do they do it!! by Kushal Dev. (Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.
Advertisement
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
ijgolding
JUNE 21, 2016
I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost equal criticality of the communication between a company and it’s employees.
Contact Center Pipeline
JUNE 21, 2016
Summer in the Northern Hemisphere is just about here, and that means warm weather, vacations and the opportunity to enjoy the great outdoors. For those of us running contact centers, it also means that budgeting season has arrived. It will be months before it all gets finalized, but those with fiscal years beginning in January […].
Vonage
JUNE 24, 2016
I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees. Although this sort of thinking has the right intentions, I think it’s a little misguided and could do more harm than good in the long run.
ShepHyken
JUNE 21, 2016
John Ruhlin On Using Gifts To Cut Through Noise, Increase Revenue, And Retain Your Customers. Shep Hyken speaks with John Ruhlin, the number one Cutco Knife salesman in the world and author of his new book “ Giftology: The Art and Science of Using Gifts to Cut Through the Noise, Increase Referrals, and Strengthen Retention. ” John shares gift giving strategies and ideas for you to use in both your personal and business life.
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.
Topdown
JUNE 20, 2016
Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. And they want an intuitive, user-friendly visual interface.
ForeSee
JUNE 22, 2016
ForeSee leads when it comes to understanding and measuring the importance of customer experience, but to do so effectively requires a dream team of seasoned business leaders. That’s why we’re. The post ForeSee Taps Ryan Grace As Senior Vice President Of Worldwide Sales appeared first on ForeSee.
CSM Magazine
JUNE 23, 2016
When both customers and employees are engaged, companies see a significant increase in customer service performance. . Disney excels at customer service, and the reason is that the company looks at everything through the eyes of the customer. You can too. At each step of the customer’s experience, ask what you are doing to the customer. Then, for each step, ask yourself what mediocre service looks like and what would excellent service look like.
LiveChat
JUNE 20, 2016
Do you know that feeling when you start a new job and everything is so new, so interesting and exciting? New people, new walls, new tasks. You do everything you can to prove that you’re the right person for the position and you don’t mind staying later at work. You’ve never been the 8-16 person anyways. Besides that – hey, it’s your career! Or maybe you’re the startup owner who opened a business you’re passionate about.
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!
Topdown
JUNE 23, 2016
Recently, I presented and my colleague Paige Tippett gave a technology demonstration on how to connect CCM to customer experience. This is an updated and expanded version of one of the top five sessions from this year’s XPLORation ‘16 conference. If you missed the conference, you will definitely want to see this webinar!
ClearAction
JUNE 18, 2016
Understanding Business-to-Business Purchase Decisions for Customer Experience Management Lynn Hunsaker. Does your business-to-business (B2B) customer survey portfolio monitor expectations of everyone who impacts buying decisions? If not, representative samples at the account level may not be representative at all when it comes to what really drives decisions to buy and re-buy from you.
CSM Magazine
JUNE 23, 2016
Is first class customer service a target you suddenly arrive at after years of experience, practice and research? Or, is it a commitment your business maintains consistently to reap the experience it wants? Is it the end or the means to reaching an end? First class customer service is continuous. Constant. Persistent. Ongoing. Just like any commitment, you don’t maintain it for a temporary period of time—you dedicate yourself and your efforts to it, endlessly.
Natalie Petouhof
JUNE 22, 2016
Tweet What’s the Importance of CX? There’s a lot of talk about creating a great customer experience. Seems the world has gone from being concerned with CRM to customer experience. And every vendor is talking about it- whether its a marketing vendor, customer service vendor, mobile vendor… What I wondered was what scientific data is there to help prove that customer experience wasn’t just a fluffy initiative that was the next fad.
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 21, 2016
A version of this article originally appeared on LinkedIn. The other day, my two-year-old son brought home his very first suitcase from the department store, excited for our upcoming trip. The post What A Captain America Suitcase Can Teach You About The Customer Journey appeared first on ForeSee.
Kayako
JUNE 23, 2016
We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor. If customers feel unheard, they can turn to Twitter and other social media platforms to share their opinions. So, it’s important to collect useful feedback from your customers to ensure they feel valued and also action their comments.
CSM Magazine
JUNE 23, 2016
There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing. So while there are many reasons, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. You can’t just say, “Let’s give great customer service.
NICE inContact
JUNE 21, 2016
Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction. If your employees are interacting with a high volume of customers on the phone, it’s important to make sure those contacts are both positive for the customer and aligned with your busines
Advertisement
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.
ForeSee
JUNE 20, 2016
Niya Noneva is a customer experience advocate for TUI Group, a vacation and travel booking company based in Europe, who recently sat down with ForeSee to talk about the value. The post 4 questions with TUI about how VoC gives them a competitive advantage appeared first on ForeSee.
Eptica
JUNE 24, 2016
Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.
CSM Magazine
JUNE 23, 2016
Rules are an essential part of any business. Rules are necessary to ensure we make intentional decisions. Rules are written to make sure people are treated equally and consistently. While there’s nothing wrong with this in principle, there are always going to be situations where a certain degree of flexibility is essential because people are unique.
Expert insights. Personalized for you.
283 
Let's personalize your content