Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.

Banking 416

Banking Construction Accountability Sales 416

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. Consider this. Low price shoppers are loyal to their wallets and purses, not to the business. As soon as these price-conscious customers find a retailer or any other type of business or vendor with a lower price than the one they have been doing business with, they will move.

Customer Service 335

Customer Service Personalization 335

Steve DiGioia

SEPTEMBER 19, 2016

do what's in the best interest for me, not your wallet This original article was written by Steve DiGioia. Don’t hard-sell me. I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my objections does nothing to sway me. All it does is want me to leave the item at your register and walk out the door.

Customer Experience 212

Customer Experience Sales Accountability Customer Service 212

Customers That Stick

SEPTEMBER 19, 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 145

Customer Service 145

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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.

Beyond Philosophy

SEPTEMBER 22, 2016

Have you ever heard someone say, “I’m of two minds about this issue.” It means he or she can see both sides of the argument. However, this idiom confirms a deeper truth about the way we think, and, more importantly, the way our two minds can be in conflict with each other. We all have two ways of thinking: Irrationally and Rationally. As you might surmise, they don’t always agree with each other.

Consulting 318

Consulting Consulting Customer Experience Personalization 318

Contact Center Pipeline

SEPTEMBER 22, 2016

When it happens, you know it. We’re not talking about the garden variety slump, or the occasional, inexplicably poor decision. Even the greatest organizations deal with these hiccups from time to time. We’re talking about the ruthless assault on logic, the mind-numbing levels of stress, and the complete absence of hope that can only be […].

Contact Center 100

Contact Center Call Center 100

Peter Lavers

SEPTEMBER 19, 2016

Peter Lavers’ first blog on the Top 5 Obstacles has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Top 5 Obstacles” blog published on #ThinkMarketing appeared first on Think CX.

100

100

Amity

SEPTEMBER 19, 2016

So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Things are going really well. Your customers really seem to love you, and why wouldn’t they? Your product is awesome! You and your growing customer base seem to be linked arm in arm skipping into the sunset. More and more users sign up.

Management 0

Management Construction Upselling SaaS 0

ShepHyken

SEPTEMBER 20, 2016

Shai Berger on Improving Customer Support. Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo , Shai Berger about improving customer support. They discuss some of the friction points customers have when dealing with companies, and Shai offers great tips and solutions for eliminating these pain points. Do you want to provide a better customer support experience?

Education 0

Education Call Center Customer Support Customer Service 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

Surveys

Contact Center Pipeline

SEPTEMBER 21, 2016

Science is bearing out what we all know to be true from our own experience: Noise levels in the workplace are a notable deterrent to productivity. Independent studies of business environments that employ some method of “sound masking” reported productivity gains of 8% to 38%, stress reduction of up to 27%, and job satisfaction increases […].

Technology 100

Technology Contact Center Call Center 100

Influitive

SEPTEMBER 23, 2016

Never mess with the Beyhive. That was the advice of angel investor, VC, and former CMO of Hubspot, Mike Volpe, who kicked off the recent Advocacy Advantage roadshow in Boston on September 19, 2016. His main goal: illustrate the sheer power of fanatic, loyal advocates. In the case of Beyonce, her dedicated fans (known as. The post How Hubspot Sparked A Movement Behind Their Brand (Just Like Beyonce) appeared first on Influitive.

Customer advocacy 94

Customer advocacy B2B Marketing 94

Amity

SEPTEMBER 23, 2016

Your sales team is closing deals left and right. Your initial reaction is excitement but then panic begins to creep in. As the head of your company’s Customer Success team, you know that additional clients doesn’t always translate to additional headcount for your department and even when it does it often takes a while to get new hires up to speed.

Accountability 93

Accountability Sales Customer Support Surveys 93

ShepHyken

SEPTEMBER 19, 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. The Customer Service Strategies Behind Zappos’s Success by Sharpen. (Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy.

Customer Service 0

Customer Service Chatbots CRM Technology 0

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

SEPTEMBER 20, 2016

The cloud is a strong contender for contact center technology today, and the market hype makes it look as simple as buying a mobile phone app! While it may look “fast and easy” on the surface, centers of any size or complexity need to do more than just turn on some software licenses and hope […].

Contact Center 100

Contact Center Technology Marketing Call Center 100

Topdown

SEPTEMBER 20, 2016

The US Customer Experience Index, 2016 report from Forrester contains, as usual, a treasure trove of useful takeaways about what characterizes CX leaders and laggards. It’s important to learn from what other companies – both within your own industry and outside it – are doing right and wrong when you are trying to improve your own CX. By learning from their mistakes and successes, you can identify and avoid pitfalls and embrace strategies that work without having to do all the experimentation on

Customer Experience 87

Customer Experience 87

ijgolding

SEPTEMBER 19, 2016

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me and my profession in this way was very hard to take.

Customer Experience 85

Customer Experience Education Personalization Marketing 85

GetFeedback

SEPTEMBER 20, 2016

When we (a survey company) discovered the flaws in our first CSAT surveys, we set out to find a reliable formula for measuring customer satisfaction.

Surveys 78

Surveys 78

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

Envision

SEPTEMBER 22, 2016

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents….

Contact Center 79

Contact Center Management 79

Topdown

SEPTEMBER 23, 2016

For customer communications management (CCM) software, usability is extremely important. We think about usability at two levels: the CCM application’s ability to smoothly integrate with the primary system, and the business user’s experience creating communications. People often think about usability just in terms of the latter, but effective integration is a critical prerequisite to a frictionless user experience.

Management 83

Management Customer Experience 83

ijgolding

SEPTEMBER 21, 2016

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that it was I who had everything to prove, I always believed that the company doing the recruiting needed to expend just as much time convincing me.

Customer Experience 82

Customer Experience Customer centricity Construction Enterprise 82

Kayako

SEPTEMBER 22, 2016

How many times have you finished off the last bite of your lunch and wished that there was either more food, or you had more time to spend? For people in support, the emotional implications of our work can carry through even when we are not on the clock—for some of us, that may show up as checking our phones right before bed for CSAT scores, for others, it may be overthinking how we could have made a support interaction better while finishing up the last scraps of leftover macaroni and cheese.

Personalization 81

Personalization Management Customer Experience 81

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

SEPTEMBER 23, 2016

Customer satisfaction surveys reveal customer preferences, top reasons for churn, and opportunities to improve processes company-wide.

Surveys 78

Surveys 78

Topdown

SEPTEMBER 21, 2016

I’m sure you’ve heard of the KISS Principle, which stands for “keep it simple, stupid.” Coined in around 1960 by Kelly Johnson, an aircraft engineer with Lockheed Martin, the KISS Principle states that “systems perform best when they have simple designs rather than complex ones.The KISS Principle hinders and/or prevents creeping featurism, system failover and other IT issues.” ( Technopedia ).

Management 78

Management Engineering Personalization Customer Experience 78

Avaya

SEPTEMBER 23, 2016

We have all seen many TV shows where the emergency services have pinpoint accuracy for your location, yet why it is that when you have an emergency yourself the first question they ask is, “where are you?” Location is a critical variable that determines when and how quickly help can be provided to you, yet it is the one thing that the emergency services do not have.

Government 77

Government Customer Experience 77

CX Journey

SEPTEMBER 20, 2016

Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.

Customer Experience 79

Customer Experience Government Journey mapping Chief Customer Officer 79

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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

Provide Support

SEPTEMBER 21, 2016

3 Ways Online Support Determines Your Company’s Credibility. If you are a startup, earning customer trust is so important to get those first few clients and get things rolling. However, even if you are a well established business, continuously maintaining customer trust and meeting customer expectations is as important for keeping existing relationships as for making new clients.

Management 75

Management 75

Up Your Service

SEPTEMBER 21, 2016

Enjoy this complete keynote speech by Ron Kaufman at the Swiss National Excellence Awards in Lucerne, Switzerland on Uplifting Service Culture. Ron Kaufman is rated one of the “Top 25 Hot Speakers” by the National Speakers Association – and this keynote speech shows why. Watch as this audience of conservative industry CEOs are captivated by Ron’s energy and his mission to uplift the spirit and practice of service worldwide.

Consulting 72

Consulting Consulting Personalization Customer Service 72

Avaya

SEPTEMBER 22, 2016

User-defined engagement is our new mantra at Avaya. We dream it, innovate for it, develop it, live it. It is in our DNA. With more than 300,000 customers worldwide utilizing Avaya communications software, services and applications, we understand engagement better than most. We also know that in this new consumer-driven digital world, the customer should be the one to define their own digital experiences.

Enterprise 76

Enterprise Contact Center Engineering Analytics 76