Beyond Philosophy
SEPTEMBER 12, 2016
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.
ShepHyken
SEPTEMBER 14, 2016
I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.
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Steve DiGioia
SEPTEMBER 16, 2016
Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! As someone deeply involved in customer service and the overall customer experience, I am interested in identifying companies that share my love of service and how they tend to the customer’s needs.
Contact Center Pipeline
SEPTEMBER 15, 2016
In today’s highly competitive products and services marketplace, the customer’s experience with your business has never been more important. Knowing a customer’s name and understanding why he or she has contacted you in the first place can help to earn trust and loyalty through an unmatched customer experience. This can mean the difference between customers […].
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Amity
SEPTEMBER 12, 2016
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want. Listen to your users, but really listen. That way, you’ll be able to fine-tune your product into something they will want to use and be willing to pay for.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
SEPTEMBER 12, 2016
and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line. You must get into the character and feel his pain, study his emotions. What makes him tick? Let’s do it again. Those were the words of the movie director. It was a far cry from the kindergarten teacher…. “Now children, we are going to have free time.
Contact Center Pipeline
SEPTEMBER 14, 2016
When you think of brands that deliver service that “wows” customers, an automotive aftermarket parts and accessories business may not be the first thing that springs to mind. CARiD is working to change that. The online retailer is focused on providing an engaging customer experience similar to the type of personal attention offered by a […].
ClearAction
SEPTEMBER 16, 2016
10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or customer.
ShepHyken
SEPTEMBER 16, 2016
This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. – Shep Hyken. Personalization, according to the definition we are now familiar with, has been around since the dotcom bubble in the late 90s.
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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
ijgolding
SEPTEMBER 13, 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?
Contact Center Pipeline
SEPTEMBER 13, 2016
I often ask leaders of award-winning contact centers what they think is the key strength of their operation. They almost always point to their people. Many also stress that the “secret sauce” is hiring the right type of service staff—those who are enthusiastic, positive and who demonstrate a passion for helping customers. These companies typically […].
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!
ShepHyken
SEPTEMBER 12, 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. 4 ways to influence social influencers by Lyle Stevens. (internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand.
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.
ijgolding
SEPTEMBER 15, 2016
Chatbots – computer programs that mimic conversations with users by using artificial intelligence (AI) – are the latest technology trend to hit the webchat world. There are two types: a chatbot that functions based on certain rules , meaning it will only respond to specific commands, and a chatbot that functions by machine learning (AI).
NICE inContact
SEPTEMBER 15, 2016
Every contact center manager wants a team of agents that perform at optimum levels. The path to getting to that point, however, isn’t always easy. While building a strong group dynamic is important, managers must also nurture individual team members with helpful guidance. As many managers know, there’s an art to delivering constructive feedback to employees.
Avaya
SEPTEMBER 15, 2016
Victor Bohnert is the Executive Director of the International Avaya Users Group. He has nearly 20 years of experience in building and managing customer communities in the tech sector and has led several organizational turnarounds and mergers. Before joining IAUG, he was Executive Director of the International Nortel Networks Users Association, and helped guide three independent groups through the merger that resulted in IAUG.
Eptica
SEPTEMBER 16, 2016
Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.
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!
Provide Support
SEPTEMBER 12, 2016
Customer Service Tips. The first impression comes after the first greeting. Your customers like to be liked and to feel they are important. The first greeting may become a decisive factor for your website visitors to stay and continue purchasing or to leave. It tells customers who you are and how you feel and what kind of service to expect from you.
NICE inContact
SEPTEMBER 13, 2016
“You are only as good as your weakest channel.” – Nancy Jamison, Principal Analyst, Frost & Sullivan. This is one of our favorite quotes from a leading analyst in the contact center space. If you know Nancy, you may have heard her say it yourself. It speaks to the changing customer landscape and the importance of staying up-to-date on what technology customers actually want to use – not the technology you think they want to use.
Avaya
SEPTEMBER 14, 2016
At this point, it goes without saying that cloud services have gone mainstream. They’re not an option or alternative—rather, they have become a key solution for driving positive business outcomes in an ever-changing landscape. Just consider that cloud services for IT infrastructure and applications are set to peak at $230 billion by 2019. That makes it pretty difficult for businesses to look the other way when it comes to a migration path to the Cloud.
ForeSee
SEPTEMBER 14, 2016
There are a lot of people poking fun at Apple’s Phil Schiller for saying that the company’s decision to ditch the headphone jack on the new iPhone 7 came down to having the “courage” to create a better solution for how people listen to audio. The comment left Mr. Schiller wide open for ridicule, but being in the business of measuring customer experience I definitely interpreted it much differently.
Advertiser: ZoomInfo
One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
Kayako
SEPTEMBER 15, 2016
I have always wondered how someone who loves to help people can ever get bored of that at some point in their career. Perhaps you entered a career in customer service for the wrong reasons? Maybe you’re trying to transition to a different department? Or maybe your helpdesk is limiting you to reactive customer service? Satisfaction for working in customer support has been sinking.
LiveChat
SEPTEMBER 16, 2016
Engagement is something we want to keep, that’s why we work on it all the time. For example in relationships, by doing things we might not like, just to make the other person happy. In business with customers, by sending monthly newsletters and reminding them about payments, to keep their interests in us. And finally at work, by coming up with different ideas to make employees happy and loyal to the company.
Avaya
SEPTEMBER 13, 2016
When we talk about the state of public safety today, we unfortunately have to recognize the devastating tragedies that have forever affected our communities, schools and businesses worldwide. Research shows that we’re currently experiencing four times as many terrorist attacks globally than in 1990. This month alone, there have been 120 confirmed or suspected attacks—an increase from around 95 in January.
ForeSee
SEPTEMBER 12, 2016
Torin Gilkey is Senior Manager of Digital Experience at Boston Children’s Hospital and an advocate of Customer (Patient) Experience. He recently sat down with us to discuss how ForeSee is. The post Why Boston Children’s Hospital’s focus on measuring the patient experience is good for business appeared first on ForeSee.
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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.
GetFeedback
SEPTEMBER 13, 2016
Unhappy customers force companies to confront and solve the problems that are negatively impacting their business, and those solutions can lead to success.
CX Journey
SEPTEMBER 15, 2016
Image courtesy of (F.Q) How do you identify and prioritize improvements within your organization? Last week, I wrote about the 5 Whys method , which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that this method is about asking "Why?" five times to drill down to the ultimate cause.
Amity
SEPTEMBER 14, 2016
SaaS Tattler Issue 92 - Who Should You Have On Your Customer Success Team? A lot of people we’ve talked to say what makes their Customer Success organization so successful is the amazing people they’ve assembled in their team. Your Customer Success team, like any other team, has to be made of motivated, smart, dynamic individuals. But what else?
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