Beyond Philosophy

AUGUST 15, 2016

Who in marketing doesn’t like a promotion? Promotions produce profit. They are designed to give customers an improved experience, even if it is only “while supplies last.” They get customer’s attention. They keep your brand in their mind and influence their buying decisions. Summer is a popular time for seasonal promotions. But what makes a successful seasonal promotion and how can you incorporate your Customer Experience goals into them?

Consulting 281

Consulting Consulting Customer Experience Customer Service 281

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. – Shep Hyken. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Here are a couple ways to make your customers happy, while being lean on resources.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

Callminer

AUGUST 18, 2016

Collections contact centers and accounts receivable management (ARM) firms face a constant challenge: balancing the need to maximize payments.

Call Center 182

Call Center Analytics Contact Center Accountability 182

Steve DiGioia

AUGUST 15, 2016

But have no fear, you can learn it too! This original article was written by Steve DiGioia. Ever have a customer come into your business and later ask you about where they can find something at a neighboring business? Do you say “ I don’t know, I’m not from around here? ” Not exactly anticipatory service, huh? Here’s the scenario: While waiting in line at a major department store, I overheard the woman in front of me mention that it was her wedding anniversary next week.

Customer Service 0

Customer Service Customer Experience 0

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Beyond Philosophy

AUGUST 17, 2016

I was intrigued by Arianna Huffington’s announcement last week that she is leaving the Huffington Post to concentrate on her new health and wellness startup. Her new company, Thrive Global, is a corporate and consumer platform aimed at reducing stress, exhaustion and burnout and putting an end to the idea that burnout is a necessary price of success.

Customer Experience 280

Customer Experience Consulting Consulting Employee engagement 280

Callminer

AUGUST 16, 2016

By embracing and deploying customer engagement analytics, companies can overcome the shortcomings inherent to relying exclusively on surveys.

Analytics 182

Analytics Surveys 182

Customers That Stick

AUGUST 15, 2016

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Customer Service 127

Customer Service 127

Beyond Philosophy

AUGUST 16, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Think back, if you will, to your favorite childhood nursery rhymes and you’ll no doubt recall the lesson learned from the Little Red Hen. She and her brood of chicks planted and cultivated the corn, harvested it, made it into batter and baked it into delicious bread. Suddenly, the other farmyard animals — who had stood around refusing to help while she and the chicks did all the work – also wanted to enjoy some of th

Customer Experience 150

Customer Experience Management Consulting Consulting 150

ShepHyken

AUGUST 16, 2016

Empathy and Respect. Have you ever had a customer tell you how to do your job? While that hasn’t happened to me, I don’t think I would like it. But, what if the customer was right and the employee was wrong? What if the “suggestions” were valid, if not even the right way to get something done? The other day I was flying home to St. Louis and arrived at the airport very early.

Airlines 213

Airlines Customer Service Customer Experience 213

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

Contact Center Pipeline

AUGUST 18, 2016

The idiom “get the show on the road” alludes to a theatrical production going on tour,” according to The American History Dictionary of Idioms. It has come to refer to getting things going and moving in a forward direction. I am sure that many of us have alerted our teams, families and loved ones to […].

Metrics 100

Metrics Contact Center Call Center Customer Experience 100

Customers That Stick

AUGUST 18, 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 Service 92

Customer Service 92

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. So, how well are we managing this 360-degree experience?

Self service 69

Self service Contact Center Surveys Sales 69

ShepHyken

AUGUST 15, 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. Will Chatbots and AI Replace Federal Customer Service Reps? by Phil Goldstein. (FedTech) Advances in messaging and artificial intelligence technology could replace workers in federal call centers.

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

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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

Contact Center Pipeline

AUGUST 17, 2016

Life is full of stressful events and pressures. Sometimes circumstances can seem so overwhelming that it leads to anxiety, depression and life-threatening crises. Phoenix metro area and Northern Arizona residents who feel desperate and unable to cope can turn to Crisis Response Network (CRN), a non-profit organization dedicated to helping individuals by inspiring hope and […].

Contact Center 100

Contact Center Call Center 100

Envision

AUGUST 19, 2016

Since the advent of the cloud, there has been an ongoing battle between software licensing and Software as a Service (SaaS). The former involves a company signing a licensing contract that permits them to operate a physical piece of software onsite at their location. Meanwhile, the latter involves no physical software product and no licensing contract; rather, the product is available to the company on the cloud as a platform that is hosted by a third-party SaaS provider.

SaaS 65

SaaS 65

ClearAction

AUGUST 16, 2016

Strategic Customer Experience Action on Voice of Customer Lynn Hunsaker. Strategic customer experience results require a strategic approach in the way we collect data and in the way we take action on it. Of all the strategies within a company, what has the potential to be more far-reaching and impactful than how we understand our funders (customers) and how we cater to their propensity to continue funding us?

Customer Experience 67

Customer Experience Engineering Accountability Government 67

Olympia Consulting

AUGUST 16, 2016

How many times have you searched the internet today? Think about the utility it has become for what we do every day. Maps, product ratings, games, competitors, jobs openings, basic research and thousands of other topics are commonplace searches for us all. What did we do before the internet? When you think about your own … The post The Customer Journey and the Stampede to Digital appeared first on Olympia Consulting.

Consulting 60

Consulting Consulting Marketing Customer Experience 60

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

Contact Center Pipeline

AUGUST 16, 2016

Cloud vendors capitalize on a message of “fast and easy.” Get it installed quickly—as short as hours (or days). Easy goes hand-in-hand with speed. Fast set up and configuration is perhaps true for very small and simple centers or new centers, but only when using Internet connectivity. It is less true for existing centers with […].

Contact Center 100

Contact Center Technology Call Center 100

Amity

AUGUST 19, 2016

What do you think makes a B2B company successful? Turning a profit? Going public? Rapid growth? If you put yourself in the shoes of a customer success manager (shoes I’ve filled more than once), the correct answer will be revealed… If your customers are succeeding (with your tools, support, and encouragement), then you’re succeeding too.

Morale 65

Morale B2B Feedback Personalization 65

Topdown

AUGUST 17, 2016

In an article entitled “ Banking Execs and Consumers Clash over Customer Experience ,” Jeffry Pilcher of The Financial Brand shines a light on a significant disconnect between what consumers want and how banking providers see themselves: “A survey of senior-level executives in the banking industry reveals that traditional financial institutions are far less critical of the customer experience they deliver than consumers.

Customer Experience 63

Customer Experience Banking Surveys Personalization 63

Mindtouch

AUGUST 18, 2016

I have to give it up to the creativity of Marketers, because we, as a profession, were able to turn Flash Mobs into an advertising strategy. There are many paths Marketers are willing to traverse in order to stick out in crowded marketplaces to get people interested in their company. For companies whose products aren’t part of the pop culture zeitgeist, it can be disorienting trying to figure out if you really should adopt SnapChat as part of your lead gen strategy (probably not).

Marketing 63

Marketing Engineering Advertising Education 63

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

GetFeedback

AUGUST 15, 2016

Good data starts with good surveys. These 4 tactics help boost your survey response rates, yielding better customer insights one question at a time.

Surveys 60

Surveys 60

ijgolding

AUGUST 16, 2016

Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: ‘We only want one room!’ Will your summer holiday experiences create the right memories?

Customer Experience 56

Customer Experience 56

CSM Magazine

AUGUST 18, 2016

If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated and exceeding expectations, how you make the customer feel is a priority up there with the preparation and taste of the food.

Customer Service 58

Customer Service Entertainment Big data Personalization 58

ForeSee

AUGUST 18, 2016

When is being obsessed with customers the same as being obsessed with customer data? For Barclays, the London-based multinational banking and financial services company, the answer is all the time, The post How Barclays’ obsession with happy customers started with data appeared first on ForeSee.

Banking 56

Banking 56

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

Thinq

AUGUST 14, 2016

Cloud-based services are responsible for allowing small and medium-sized businesses (SMBs) to compete effectively with larger enterprises. A cloud-based call center is often an important part of dealing effectively with the increased customer base that can come with that increased level of competition. The market for cloud-based services is so big and so diverse that SMBs are sometimes overwhelmed with options.

Call Center 56

Call Center APIs Enterprise Marketing 56

Kayako

AUGUST 18, 2016

Before you begin searching for the perfect candidates for an open position in customer service, it helps to do some reflection. That is, you need to sit down and clearly define the roles and responsibilities of a job by writing a job description. A good customer service job description—one that will get you qualified matches—accomplishes the following: Describes what the job entails.

Customer Service 49

Customer Service Best practices Education Customer Support 49

CSM Magazine

AUGUST 19, 2016

For brands either taking their first steps into the realm of Live Chat or perhaps looking to review current online chat practices, it’s important to get it right so the service truly works for your organisation and of course meets the needs of today’s busy digital consumer. If you get live chat right, it can deliver major advantages all round.

Virtual Agent 53

Virtual Agent CRM Feedback Analytics 53