Beyond Philosophy

AUGUST 10, 2016

There is a shift in power for Telecoms in the Asia Pacific region toward the consumer. It parallels a shift in the overall mindset of consumers in this area, one of a more commanding and capricious customer. In other words, the Customer Experience matters here more than it did even a couple of years ago. Are you ready? A new global survey released by Amdocs last month reported a trend in the region where consumers demanded more control and personalization in their Customer Experiences with the

Wireless 265

Wireless Self service Surveys Consulting 265

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. – Shep Hyken. For those on the front lines of customer service, perhaps the only constant is variability.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Of course! Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are. A business without customers is just a group of people pitching a product to deaf ears.

Morale 131

Morale Customer Service Management Marketing 131

Contact Center Pipeline

AUGUST 11, 2016

X% answered in Y seconds. That’s the formula we use for service level calculations in contact centers. It can (and often should) be used to set objectives for any channel, but is most commonly utilized for inbound calls. Here’s what I love about service level objectives: They are the tangible proof of how an organization […].

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Service level Contact Center Call Center 100

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Beyond Philosophy

AUGUST 8, 2016

Right now, people from all over the world are leaving their schedules, their responsibilities, and their diets at home and getting away for much-needed rest. If they show up at your registration desk/exit row/car counter/hostess stand, how are you going to be deliberate about creating a great moment in their Customer Experience? Or will you be too busy to anticipate their needs?

Entertainment 264

Entertainment Airlines Consulting Consulting 264

Customers That Stick

AUGUST 8, 2016

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Customer Service 87

Customer Service 87

Contact Center Pipeline

AUGUST 10, 2016

HAPPY SUMMER! It’s still hot, people are enjoying summer activities, picnics, festivals, vacations and barbecues, but for many contact centers, our season has arrived. We are in full preparation mode for what is about to hit us—the Holidays! No matter when your big season falls, you deserve a less stressful rampup for yourself and an […].

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Contact Center Call Center 100

Beyond Philosophy

AUGUST 9, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Over the past few years, we have seen the growth of b2b and b2c market research online communities, or MROCs. Companies can, for example, conduct qualitative research, such as juries and panels to evaluate alternative communication concepts and executions. They can do straight customer loyalty and customer value research by recruiting panels of forum participants.

Banking 150

Banking B2C Consulting Consulting 150

ShepHyken

AUGUST 9, 2016

Bob Thompson Talks About. How to Improve Customer Loyalty. Shep Hyken speaks with Bob Thompson, speaker, author and CEO/founder of the research and publishing firm CustomerThink, about his latest book, “Hooked on Customers: The Five Habits of Legendary Customer-Centric Companies.” Bob also shares some best practices for customer service and what is necessary to ensure a successful customer service strategy.

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Customer centricity Best practices Customer Service 180

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

Customers That Stick

AUGUST 11, 2016

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.

Customer Experience 74

Customer Experience Customer Service 74

Contact Center Pipeline

AUGUST 9, 2016

There is a lot of industry buzz about Key Performance Indicators (KPIs), but most contact centers currently focus on only one or two core KPIs, such as “Service Level,” and are only equipped to optimize these KPIs locally. Few contact centers have the tools to manage performance globally. With the increasingly competitive global economy, businesses […].

Contact Center 100

Contact Center Analytics Service level Management 100

ijgolding

AUGUST 12, 2016

The truth – something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family – the majority of people in the world will regularly be either the deliverer or receiver of a white lie. Whilst it is difficult to deny that politicians are perhaps the most frequent exponents of the ‘mistruth’ , there are others who are possibly even more prolific at ‘pulling the wool’

Construction 74

Construction Customer retention Customer Experience 74

Win the Customer

AUGUST 9, 2016

This year, the number of people using a third-party, touch-based system to make payments on their smart devices will increase 150 percent, according to Deloitte Global. That figure indicates a reach to some 50 million regular users. It seems consumers are quickly adapting to mobile payment systems in droves, but many companies have neglected to keep pace.

Customer centricity 72

Customer centricity Marketing Sales Customer Service 72

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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

Kayako

AUGUST 11, 2016

This is a guest post by Maria Lebed , Customer Support Adovcate and Writer at Provide Support. No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. It costs companies $5-30 for each inbound phone call to a customer service rep.

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Scripts Education Customer Support Self service 0

Amity

AUGUST 12, 2016

In a customer-centric organization, every department has a responsibility to the customer. Whether you are developing a product, managing a project, adjusting the balance sheet or writing thought-leadership content, there are multiple activities and responsibilities that have a direct connection to your customers. However, individuals in departments that are not customer-facing are often too caught up in their day-to-day deliverables to recognize that what they are working on is bigger than just

Customer centricity 67

Customer centricity Surveys Management 67

ForeSee

AUGUST 12, 2016

ForeSee Connect is our annual client summit where the very best champions of CX across multiple industries come together to present new insights on how you can improve your strategy. The post Save the date! Why Connect 2017 will be our best Summit yet appeared first on ForeSee.

Customer Experience 69

Customer Experience 69

PeopleMetrics

AUGUST 10, 2016

We work with a number of banks and credit unions, all of which are committed to using customer feedback to deliver a great customer experience. We recently aggregated data from across all of our clients to see what we could learn about overarching trends in banking customer experience. Here are five highlights from the study, which you can download in full here. #1: Customers are reporting positive experiences. 54% of all customers that give feedback on their experience also recognize an employe

Banking 64

Banking Customer Experience Feedback Accountability 64

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

Omnicus

AUGUST 9, 2016

Customer service is more complex today than ever before. Cloud-based contact centers have offered businesses the perfect solution for the ongoing challenges of customer service. The realm of contact center solutions is growing rapidly, as are the opportunities to mold unique customer care experiences that set you apart. In addition, the customer care experience is usually the first impression a potential buyer or client has with your company.

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Customer Service contact center solutions Contact Center Customer Care 56

Amity

AUGUST 8, 2016

I have participated in several discussions around how to manage your Customer Success organization and the value it brings to your customer base and company. And a question I hear quite often is – is there opportunity to also drive incremental service revenue from your Customer Success staff? Traditional Professional Services offerings such as training and consulting services will likely always be offered on a cost basis, as these services are key to a successful new customer deployment, a

Engineering 67

Engineering Best practices Consulting Consulting 67

ForeSee

AUGUST 8, 2016

Paul Voss is Director of CRM for U.S.-based Rack Room Shoes. He recently sat down with us to discuss how ForeSee’s technology is helping his company understand their Voice of. The post VoC Leaders: How Rack Room Shoes Gets In-Step With Customers appeared first on ForeSee.

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CRM Technology 67

Influitive

AUGUST 11, 2016

Wondering how other companies are performing when it comes to advocate marketing? The first benchmark study on advocate marketing, “Measuring Success With Advocacy: Advocate Marketing Benchmark Study” has just been released by Waypoint Group and Influitive. In it, nearly 600 marketers, customer success professionals and executives who impact advocate marketing investments were asked a series of.

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Benchmark Marketing 60

Advertiser: ZoomInfo

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

Technology

ijgolding

AUGUST 9, 2016

I have written many times about the subject of Customer Experience and the different opinions that people hold on whether it really does make a difference. Those of you who may have read some of my articles will know that whilst I will agree with as many perspectives as I may disagree, I am always fully comfortable respecting the opinions of others.

Customer centricity 56

Customer centricity Customer advocacy Benchmark Consulting 56

Topdown

AUGUST 10, 2016

Writing for Forbes , Shep Hyken asserts, “ The goal [of customer experience management] is to create the best individual experience. With the capability to test and collect relevant data, you have no excuse not to offer a better, more personalized experience. It may actually be a disservice not to take advantage of.personalization to improve the customer’s experience.

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Personalization Customer Experience Management 54

ForeSee

AUGUST 10, 2016

Let’s face it health care professionals, the front door of your hospital is no longer your front door — and it is not the emergency room either. But if that’s. The post Why Children’s Hospitals Should Take A Closer Look At The Digital Experience appeared first on ForeSee.

Customer Experience 60

Customer Experience 60

Mindtouch

AUGUST 12, 2016

There is nothing that web developers love more than working with the latest technologies. But it takes a mature, customer-focused SaaS provider to respect the fact that not every customer can be guaranteed to be operating on the latest browser. MindTouch has heard our customers, and we have responded. And not with a know-it-all, IT-guy eyeroll. MindTouch now offers Legacy Browser support.

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Government Healthcare SaaS Education 54

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.

Contact Center

CX Journey

AUGUST 11, 2016

Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr

Construction 0

Construction Healthcare Advertising Feedback 0

Topdown

AUGUST 6, 2016

The last several years have seen a rise in the number of customer communication management (CCM) offerings, including from hosted managed CCM service providers like NEPS, Prinova, and DataOceans. Earlier this year, consulting firm Madison Advisors released a report more or less extolling the virtues of this model. That made us think about managed services, why they even exist, and why we think outsourcing your CCM is a terrible idea.

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Management outsourcing Consulting Consulting 54

NICE inContact

AUGUST 11, 2016

For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. Mitchell empowers their clients to improve business performance and customer outcomes by providing them with smart technology solutions, deep industry expertise and conne

CRM 51

CRM Cloud contact Contact center software Contact Center 51