Sat.Jul 30, 2016 - Fri.Aug 05, 2016

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Outrageous! How Tech Support Makes You Mad – On Purpose!

Beyond Philosophy

I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.

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4 Tips for Ensuring Your Customers Are Treated Better

ShepHyken

Use Common Sense. My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home.

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7 Ways You Force Your Employees to Quit

Steve DiGioia

you created an atmosphere where no one can be successful or appreciated. This original article was written by Steve DiGioia. The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Come on now, you know that’s B.S.!

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The Importance of Listening in Customer Service

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.

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The 2023 Verint Experience Index: Retail

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

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Act Now To Turn Customer Pain Points into Pleasurable Profits

Beyond Philosophy

Pain Points. We all have them. We all hate them. So do your customers. There are the physical pain points and mental pain points. I like to avoid both, but today I am talking about the second lot. When you are a customer, your pain points are a nuisance. However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones.

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Top Five Obstacles to Customer Centricity #5: Out of Date IT Tools

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 5th most agreed with statement is : “My company has IT tools, capabilities or infrastruct

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Lateral Moves: Another Path to Career Success

Contact Center Pipeline

Since there are a finite number of management positions available within the contact center, some centers help their career-minded agents to gain skills and experience that will allow them to pursue a desirable career path in a different area of the organization. This approach builds strong loyalty on the employee side, since the commitment from […].

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3 Ways the Cloud Opens Horizons for CX

HGS

3 Ways the Cloud Opens Horizons for CX. Posted by Subramanya C, Chief Technology Officer, HGS. Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements and cost reduction to business communication and supply chain management efficiencies, the cloud is a game changer.

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5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

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. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. (AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience?

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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!

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Top Five Obstacles to Customer Centricity #4 Multi-channel Journey

Peter Lavers

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer.

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Speech Rec… or Speech Wreck?

Contact Center Pipeline

We have been implementing and tweaking speech recognition systems on a pretty regular basis for the past 10 years. Many contact centers (especially the mid and larger sized ones) employ speech rec in IVR systems, and it is mainstream enough that today’s customers expect it when routing themselves through our menus. Seems like a good […].

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3 Ways the Cloud Opens Horizons for CX

HGS

Posted by Subramanya C, Chief Technology Officer, HGS Cloud technology is revolutionizing the way today’s companies do business. From easy, real-time data accessibility, productivity improvements [.]. The post 3 Ways the Cloud Opens Horizons for CX appeared first on Team HGS Blog.

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VIDEO: Social Media Customer Service with Jay Baer

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.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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5 Key Steps to Developing a Customer Success Career Path

Amity

As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction also result in clear expectations of what it takes for an employee to be successful in their position. Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization.

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Contact Center Pipeline Magazine: Inside Our August 2016 Issue

Contact Center Pipeline

I love our August issue.We cover so many topics this month that make a difference in the culture of our center with our employees and customers. There really are ways that we can impact the quality of the workplace experience and this month we talk about ways to do that. I hope you find an […].

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Gamification and Quality Monitoring: A Winning Combination

Envision

Designed to engage, encourage social connections and maximize attention levels, video games have a certain special appeal. Filled with attractive graphics, challenging levels and exciting storylines, it can be difficult to put a controller down once you’ve started playing.

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In the Ocean of Life, a Little Service Means a Lot

Up Your Service

What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else? Or are you too busy with your day-to-day affairs, too absorbed with what you need to do, too focused on yourself that you fail to think about taking care of other people? Such is the life of so many.

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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.

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5 Key Steps to Developing a Customer Success Career Path

Amity

As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction also result in clear expectations of what it takes for an employee to be successful in their position. Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization.

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3 Ways Not to Use Canned Responses in Live Chat

Kayako

Canned responses (also known as prefab replies and macros) are a boon to your customer service. They solve common customer problems in a timely manner while driving up your customer satisfaction score ( CSAT ) and lowering resolution times. Be wary, though. They can also become a crutch for ill-trained or overstretched agents and can turn on you in the snap of a finger.

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Go Beyond Marketing: Use CCM to Complete Your Digital Transformation

Topdown

Writing for Gartner and featured in Which-50, Don Bulmer interviews Jonathan Becher, SAP’s Chief Digital Officer (CDO), to trace the history of SAP’s digital transformation and explain why Digital Transformation Requires a Mindset Beyond Marketing. As in many B2B enterprises, SAP began its adoption of digital experience (DX) delivery solutions in marketing, where digital is a natural fit and where there’s been mushrooming growth of marketing technology (martech) offerings for many years.

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How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

ijgolding

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.

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The Open CCaaS Advantage Report

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.

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The 3 Things Every Prospect Wants to Hear

Amity

Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success! Throughout the evaluation process, a number of solutions (likely your competitors) are being considered, a few individuals from different departments are weighing in ( the average decision group consists of 5.4 people ) and the prospect i

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Why Your Customer Experience Strategy Isn’t Working

ForeSee

In a perfect world, organizations would remember that the only reason they’re still in business is because of the customer. Unfortunately, we’ve lost sight of the customers’ needs and set. The post Why Your Customer Experience Strategy Isn’t Working appeared first on ForeSee.

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Sharing Data, Content across the DX Architecture

Topdown

One of the essential tasks for customer communications management (CCM) is template creation. In fact, templates serve as the foundation of other types of communication created and distributed by other systems in the digital experience architecture. And really, there are only a handful of communication categories (e.g., brochures, contracts, correspondence, bills, statements, etc.) that are used throughout an organization.

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To Win Big, Think Small: Micro-moments and Microcontent

Mindtouch

At this point, claiming that smartphones have revolutionized the company-customer relationship is old news (by about six iPhone generations). Still, many companies continue to miss out on the true value of the micro-moments made possible by the ever-present screens in our pockets. While these companies may have a mobile strategy, these strategies are often merely empty containers.

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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4 lessons from the Forrester CX Index

Eptica

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

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What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report

ForeSee

Online sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe. Just last week we highlighted some of those trends in. The post What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report appeared first on ForeSee.

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Give Your Contact Center a Pink Slip

NICE inContact

Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.