Beyond Philosophy
OCTOBER 19, 2016
Did you know there was once a German belief that if you sleep with your mouth open, your soul will escape disguised as a white mouse ? Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? Or that drinking the ground up testicles of a small mammal mixed with alcohol was considered a contraceptive in 16th century Canada?
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu.
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Steve DiGioia
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun.
Customers That Stick
OCTOBER 15, 2016
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Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
OCTOBER 20, 2016
Engineering new premium audio applications for the future of unified communications. Director of Research and Development Jesper Kock explained how headsets have emerged as a key technical and personal interface in unified communications environments. Jesper envisions the headset as an intelligent part of the IT ecosystems of the future, including merging characteristics with wearable technologies, […].
Customers That Stick
OCTOBER 17, 2016
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Peter Lavers
OCTOBER 17, 2016
Peter Lavers’ blog on the “two common mistakes companies make in customer journeys” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Two common mistakes in customer journeys” blog published on #ThinkMarketing appeared first on Think CX.
ShepHyken
OCTOBER 21, 2016
This week on our Friends on Friday guest blog post my colleague, Merrick Rosenberg, explains how important it is for salespeople to incorporate personality style into the selling process. I have always been fascinated by personality styles and feel they can be a helpful tool for building strong customer relationships. – Shep Hyken. Every salesperson knows that long-term customer relationships are the key to success.
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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
Contact Center Pipeline
OCTOBER 19, 2016
The modern call center may be evolving, but the industry is still struggling to overcome a negative reputation. Let’s face it: In many centers, agents have very little control over their time or work, no diversity in their daily tasks and no real career path. It’s no wonder that centers have had a long battle […].
Andrew Mcfarland
OCTOBER 17, 2016
If you believe, as I do, that the customer experience was once great, read on to learn how we got off track and what we must do to make the customer experience great again. #MCXGA Long, long ago the customer.
CSM Magazine
OCTOBER 17, 2016
No business likes to get complaints. However, we have to accept the fact that complaints will happen. Customers may complain about our products, service, or may simply be confused about an issue. Is the customer always right? No. But the customer is still the customer and deserves our best efforts to make him or her happy. While a few customers may be chronic complainers or trying to take advantage of the system, the vast majority are simply looking for a solution to some problem they have encou
ShepHyken
OCTOBER 18, 2016
Christopher Elliott Talks about How to Get a Better Customer Experience. Shep Hyken speaks with consumer advocate, author, and journalist Christopher Elliott about how to get what you deserve as a customer. They discuss the secrets to getting better customer service, how to reach the CEO of a company when you have a problem, the misconceptions of “loyalty” programs and more.
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.
Contact Center Pipeline
OCTOBER 18, 2016
Credit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response to growing competition and heightened member expectations. Yet they are often small and lack the resources to implement “best-in-class” technologies and the business processes to go with them. In partnership with […].
NICE inContact
OCTOBER 18, 2016
If you’re in Customer Service, you’ve heard of “omnichannel”. In fact, you’re probably sick of the term. This concept is easy to understand and the technology isn’t the real challenge. The challenge is the human interface, both the consumer wanting (or not wanting) omnichannel integration , and the agent actually incorporating all channels in the right way.
Kayako
OCTOBER 20, 2016
There are hundreds of articles out there telling you how to write a better help center article. They’ll give you a lot of really great advice on writing clearly and succinctly. They’ll tell you how to keep your audience in mind, and how to keep them engaged. They’ll talk about article organization, tone, and format. What they won’t tell you, though, is that good writing is only half the battle.
Topdown
OCTOBER 17, 2016
If you’re looking to continuously improve your customer experience, then you have probably spent quite a bit of time and effort to understand your customers’ journeys. You’ve likely analyzed their pain points and now have a pretty good understanding of your brand’s relationship with them. If so, that’s great, and it’s what you should be doing. Have you taken it to the next step, though, to try to understand what they’ll want or need next?
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!
Amity
OCTOBER 17, 2016
Last week, we published a blog post in which Susan Nabeth Moore explored how Customer Success has changed the traditional Marketing and Sales revenue funnel and the way we conceive of the customer journey. This week, Susan takes us for a brief trip through the main macro milestones of the " recurring revenue boomerang " customer journey. DEMAND.
Avaya
OCTOBER 20, 2016
Marilyn Shuck serves as a Director on the IAUG Board, president of the Puget Sound Avaya Users Group, and as a UC Engineer at the University of Washington. The combination of the Avaya Technology Forum (ATF) and the International Avaya Users Group (IAUG) flagship event, Avaya ENGAGE, is generating a lot of buzz. As IAUG members, it’s exciting for us because we’ll be there as Avaya is announcing new products and have better access to Avaya.
Eptica
OCTOBER 19, 2016
Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Author: Chris Eideh Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study , which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service.
Kristina Evey
OCTOBER 18, 2016
Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. Both internally and externally, we serve to fulfill a need or obligation. Now, be honest… how often is the way we work with people simply a combination of “habit activities” we’ve designed in order to get us through the workday?
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.
Amity
OCTOBER 19, 2016
SaaS Tattler Issue 95 - What Are Your Haters Actually Saying About You? Customer Success teams often radiate positivity, they support and cheer on their customers, and they watch out for their best interest. However, they are also in the front-line when it comes to unhappy, loud, and highly critical customers. Yes, there will /always/ be unhappy customers, but should we be listening nonetheless?
Avaya
OCTOBER 17, 2016
A colleague was telling me about shopping for clothing with his two kids at a retailer styled after an old general store. Memorabilia from the 19th and 20th centuries lay everywhere among the clothes on display. His kids, ages seven and four, ran over to a residential rotary phone from the 60s and yelled “Daddy, what’s THI-IS!” as they played with the heavy old handset and “dialed” the phone.
ForeSee
OCTOBER 20, 2016
The holiday shopping season is upon us, and for retailers this is one of the biggest times of the year — with up to 30 percent of annual sales accounted. The post Winter shopping best practices: What retailers should know about the holidays appeared first on ForeSee.
CX Journey
OCTOBER 19, 2016
I originally wrote today's post for Clicktools. It appeared on their blog on March 31, 2016. I have modified it slightly since then. Are you listening to your customers? What are you doing with what you've heard? In order to transform the customer experience, it's critical that you listen to your customers. Unfortunately, customer listening has two major flaws - or, more accurately, companies have two major shortcomings when it comes to customer listening.
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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.
LiveChat
OCTOBER 17, 2016
The history of customer service is as old as the history of coins. Once people started to get coins in exchange for their goods, once traders turned into merchants, once a market competition was born, customer service became an essential part of making business. How did it look like centuries ago? Well, we have reasons to believe that it was very similar to what we have now.
Avaya
OCTOBER 19, 2016
Imagine for a moment: you’re connected to a network via a piece of string. You perform your work, you wind down for the day and you disconnect from the network. When you leave the office, that piece of string stays behind, lying exactly where you last connected—exposed. Wouldn’t you know … the very next person to walk past your office after you leave is a hacker or a malicious employee (remember many attacks start from inside your network) who can now gain access to your open, vulnerable network
ForeSee
OCTOBER 17, 2016
With the fires cooling around a sale of Twitter, there’s still a case to be made for why Salesforce may eventually renew its interest in the social network despite ending talks late last week. It’s also probably the one buyer that could transform Twitter into a platform capable of elevating the landscape of customer experience (CX) intelligence to new heights.
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