Beyond Philosophy

AUGUST 22, 2016

If you follow retail trends, you know that department stores are in trouble. As shoppers have headed online and to discount stores, traditional mall department stores are struggling to define their niche and halt falling profits. Many are now focused on creating a better in-store experience in hopes of motivating customers to shop in person. One of the most interesting customer experience initiatives is coming from Macy’s, which also announced last week that it is closing 100 of its stores.

Consulting 0

Consulting Consulting Sales Customer Experience 0

ShepHyken

AUGUST 24, 2016

Customer Service Training. It happens all of the time. A customer makes some kind of special request. It’s not that it is all that special. It’s just not the norm. And, the first response from the employee is, “We can’t do that.”. My wife knows that I love pesto sauce. There is a restaurant in our area that has a delicious meal with pesto. However, their pesto is a creamy pesto sauce.

Customer Service 0

Customer Service Management Customer Experience 0

Steve DiGioia

AUGUST 22, 2016

…You deserve nothing less from your customers This original article was written by Steve DiGioia. I never wanted others to think I was a jerk. Being an average kid, I spent my share of time in the company of other jerks. I hated how they acted and many of the things they said. I was NOT going to be like them! Then my 20’s came and it was full steam ahead into the dating years.

Morale 159

Morale Advertising Personalization 159

Contact Center Pipeline

AUGUST 25, 2016

August is a good time of the year to think about ways to recognize your frontline staff for the important role that they play in the organization’s success. National Customer Service Week (Oct. 3-7) is right around the corner, so many contact centers are already planning activities and events to show agents some extra love […].

Contact Center 100

Contact Center Customer Service Call Center 100

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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.

Customers That Stick

AUGUST 22, 2016

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Customer Service 104

Customer Service 104

Steve DiGioia

AUGUST 26, 2016

Guest post by Roy Atkinson This original article was written by Steve DiGioia. Host of the popular weekly #CustServ chat on Twitter, Roy Atkinson shares some customer experience wisdom as today’s guest blogger. Thanks Roy! When it comes to customer experience, everything matters. The way a website looks and works, the way a brand’s service people talk with and treat customers, and certainly the way purchased goods and services are delivered.

Customer Experience 100

Customer Experience Personalization Customer Service 100

Contact Center Pipeline

AUGUST 24, 2016

You barely started reading this article, and you are already forming an opinion about it. Most importantly, you are deciding whether or not it is worth your time to continue. In a few short sentences, I know that I have to capture your interest and make you feel this with be worth your time investment. […].

Contact Center 100

Contact Center Call flow Interactive Voice Response Call Center 100

Win the Customer

AUGUST 25, 2016

Social media has become a major tool for marketers. But even though most small businesses use social media, it doesn’t mean they’re using it effectively. For instance, only 45 percent of marketers think their Facebook strategy is effective, reports Social Media Examiner. In addition, 92 percent of marketers aren’t sure which social media tactics work best, and 88 percent don’t know how to measure their return on their social media investment.

Advertising 94

Advertising Marketing Personalization Customer Service 94

ShepHyken

AUGUST 22, 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. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. (TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

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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

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Amity

AUGUST 22, 2016

Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers. Using everyday digital technology, customers have ready access to information, people, and resources. These empowered customers have higher expectations and lower loyalty than just a few years ago. The competitive advantages businesses have developed to serve customers in the past are neither competitive nor advantageous today.

Enterprise 88

Enterprise Technology Management Marketing 88

Contact Center Pipeline

AUGUST 23, 2016

Taking the time to show frontline agents how much they’re valued is a critical role for the center management team—or should be. Jill Houghland, senior operations manager at InterCall, and a finalist for ICMI’s 2015 Best Contact Center Manager Award, points out that management can’t always impact significant daily change on agents’ pay or time […].

Contact Center 100

Contact Center Management Call Center 100

Customers That Stick

AUGUST 25, 2016

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Customer Service 79

Customer Service 79

ShepHyken

AUGUST 23, 2016

Jim Gilmore Shares Tips from His Latest Book, “Look: A Practical Guide for Improving Your Observational Skills”. Shep Hyken speaks with James Gilmore, co-author of, “ The Experience Economy ,” one of the best business books of all-time. In this episode of Amazing Business Radio , Shep talks to Jim about his latest book, “ Look: A Practical Guide for Improving Your Observational Skills.

Customer Experience 189

Customer Experience 189

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

GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Customer Experience 78

Customer Experience Customer Support Personalization 78

Mindtouch

AUGUST 23, 2016

Representing another step in San Diego’s tech diversity, 101 W. Broadway’s vertical campus partners with its newest tenant, MindTouch, Inc., to strengthen The Finest City’s global visibility in technology. MindTouch’s move is a lot more than just a bigger, better office. Aaron Fulkerson, CEO and CO-founder of MindTouch states, “It represents the growing diversity that the Regional EDC’s Economic Feasibility Study proves out.

Morale 69

Morale Enterprise Technology 69

Amity

AUGUST 24, 2016

Virtual meetings are a convenient way to work directly with your customers while improving and building a relationship. There are now all kinds of services and platforms that make it possible to hold such meetings. Many people, however, make certain mistakes that make such meetings less efficient than they could be. Let’s look at the biggest mistakes to avoid when running a virtual meeting with a customer.

Technology 63

Technology Personalization 63

Omnicus

AUGUST 24, 2016

Without the right management, your contact center will not run at peak performance. Great contact center management leads to a great experience for the customer. However, poor management means your agents won’t be serving customers to the best of their ability. Also, your overall CRM model will suffer. Reducing attrition and increasing cross-department collaboration will improve your contact center.

Contact Center 56

Contact Center Management CRM Self service 56

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

GetFeedback

AUGUST 23, 2016

Poor survey design yields fewer responses, leaving you with bad data that can lead to bad decisions. Here are 5 tips for designing surveys for success.

Surveys 60

Surveys 60

Andrew Mcfarland

AUGUST 23, 2016

While telecom service is rated poor by almost every independent source, the notion that “Telecom Customer Service Can Afford To Be Terrible Because Switching Costs Are High” is wrong. Telecoms most emphatically cannot “afford” to provide poor service without.

Customer Service 59

Customer Service 59

Amity

AUGUST 26, 2016

When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships?

Sales 60

Sales Accountability Marketing Management 60

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.

Customer Service 54

Customer Service Customer Care Scripts Sales 54

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 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Customer Experience 60

Customer Experience Customer Support Personalization 60

Kayako

AUGUST 25, 2016

This is a guest post by Puneet Kataria , the founder of Promoto. The Word of Mouth Marketing Association found that word of mouth drives an estimated $6 trillion in annual consumer spending. It is no surprise that every business dreams of achieving this state of nirvana: converting every customer into a passionate brand advocate. Brand advocates are customers who passionately and proactively recommend your brand to anyone and everyone within their circle of influence, without any expectations i

Customer Service 54

Customer Service Analytics Personalization Marketing 54

Topdown

AUGUST 26, 2016

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. This online survey examines the insurance industry’s customer communications management (CCM) use, digital media channel trends, outsourcing preferences, feature importance, and more.

Management 54

Management outsourcing Surveys Customer Experience 54

Vonage

AUGUST 22, 2016

The Olympic Games are a global celebration of challenge, performance and achievement. Around the world, viewers thrill to see who takes home the Bronze, Silver and Gold. I enjoy looking deeper, silently granting “Personal Diamond Awards” to anyone who goes faster, higher or longer and achieves a “personal best.”. What would the Olympics be like if we officially included the Personal Diamond Awards?

Personalization 54

Personalization Customer Service Education Sales 54

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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

Influitive

AUGUST 23, 2016

Building a top-notch marketing machine isn’t easy—but harnessing the power of your customer advocates will help. Andy Mackensen, Co-Founder and CMO of HUMAN and SnackNation, gives his top seven tips for creating amazing marketing content that will generate lots of evergreen leads. (Hint: start talking to your advocates!) Who’s ready to talk about some smart.

Marketing 56

Marketing Customer advocacy 56

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals.

Multichannel 49

Multichannel Contact Center Metrics Customer Service 49

Topdown

AUGUST 24, 2016

Customers are usually quick to let you (and the world) know when you’ve done something wrong. Most are less inclined to reach out with praise. Recently, one of our oldest customers, Blue Cross Blue Shield of Florida (BCBSFL, also known as Florida Blue) sent us some feedback that we just have to share.

Customer Experience 54

Customer Experience Feedback 54