Sat.Nov 05, 2016 - Fri.Nov 11, 2016

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Teams Score Big With Fans And Franchises!

Beyond Philosophy

Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as

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5 Top Customer Service Articles For the Week of November 7, 2016

ShepHyken

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. What’s stopping your customers from being loyal? by Graham Jones. (Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers.

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Surprises Await When You Pretend To Be Your Own Customer

Steve DiGioia

how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.

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Do Consumers Prefer Live Chat over Other Customer Service Methods?

Win the Customer

Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.

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The 2023 Verint Experience Index: Retail

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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3 Steps To Guarantee A Successful Project

Beyond Philosophy

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. Why? They don’t know what to do next. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed. Here is a step-by-step guide to help you implement your new and improved Customer Experience.

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Moving Your Business Forward by Moving to the Cloud

Contact Center Pipeline

There is a reason Software as a Service (SaaS) is one of the fastest growing segments of technology today. With its increased flexibility, ease of use and powerful capabilities, the cloud is proving you don’t have to make room for your data on-site in order to make it work for you. With a workforce optimization […].

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Successful Business Marketing – Working Together for a Common Goal

Win the Customer

It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?

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Speed creates customer confidence: what is the velocity of your customer service?

Vonage

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What comes to mind when you hear the word velocity ?

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Guest Blog: Create Amazing Impacts with 15 Minutes and 15 Dollars or Less

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Andy Masters, shares a story that demonstrates the importance of doing a little something extra for someone with very little effort and time. I love this story and I think you will too! – Shep Hyken . There is a principle I want to share from my keynote program: “Kiss Your Customer: Why Sales & Service Are Just Like Dating & Relationships.” It’s a concept called “15 MINUTES OR LESS/15 DOLLARS OR LESS.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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Food for Thought… Promote Your Contact Center’s Visibility

Contact Center Pipeline

Food for thought … an idea or issue to ponder.” I think we all need some new “food for thought” at this time of year. There is a serious issue that contact center leaders must take charge of—the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation. […].

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Who Owns the Customer Experience?

Customers That Stick

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.

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FANS or CUSTOMERS? Which do you need to have a sustainable business? The sad story of Leyton Orient Football Club

ijgolding

As a young boy growing up in London, and with a football loving father, I had the pick of a number of world famous clubs to become a fan of. Arsenal, Tottenham Hotspur, Chelsea, Crystal Palace, Fulham and Queens Park Rangers are among 14 professional teams based in London, still competing in the top four divisions of English Football. Sadly, I chose to follow my fathers footsteps and become a fan of his team – Leyton Orient.

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Net Promoter News: Slack, ING Groep, Optus, and a Case for NPS

CustomerGauge

Slack—Connecting Colleagues through the Fastest Growing Workplace Software At CustomerGauge, we use Slack on a daily basis to connect with our team. And, we’re not the only ones. Slack is one of the fastest growing workplace softwares at the moment—and that’s thanks in large part to a number of factors, include their use of NPS®. […]. The post Net Promoter News: Slack, ING Groep, Optus, and a Case for NPS appeared first on CustomerGauge.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Useful Tools for Your Digital Toolbox

Contact Center Pipeline

How can you identify the digital opportunities that exist for your team? Think about how your staff communicates and collaborates (focus on the need, not the technology). Consider tools that can facilitate knowledge-sharing, problem-solving and feedback across the enterprise. The following are just three examples of processes where digital technology can be leveraged for the […].

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Building Customer Loyalty That Lasts

GetFeedback

Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty.

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3 Steps to Onboarding Successful Customers

Amity

Customer onboarding is a unique window of opportunity for a SaaS business. It’s a time when the customer is truly excited and interested in advice and guidance in a way they likely won’t be later on in their customer journey. They’re ready to make a game plan, and soak up everything they need to learn to be successful. When recurring revenue is at stake, it’s essential to build trust, drive adoption and establish a clear path to value during onboarding.

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How to Achieve Better Outcomes for Women in the Workplace

Avaya

I was really fortunate to begin my career at IBM. It was a company ahead of its time in terms of diversity and the investments they made in women. I spent 18 years there. I learned, I grew, I was challenged and mentored by women and men, and I never felt marginalized because of my gender. When I changed companies, I had a much different experience. Different doesn’t mean bad.

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Contact Center Dialers Demystified

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.

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Connecting with your customers across APAC

Eptica

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group. However, this only goes so far, as age isn’t always a good guide to customer needs.

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Holiday 2016: 4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season

Provide Support

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58 during the holiday shopping season this year.

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Getting New Hires Up To Speed In a Fast-Growing Team, Insights From Q4 Inc.

Amity

In the world of Investor Relations and technology, the learning curve for Customer Success Managers (CSM) is between three and six months, so the initial few weeks are crucial to setting the groundwork of the role and getting to know the company and our products. Now that the team is 20+, we’ve worked on processes that enable a more structured onboarding and reduce that learning curve.

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Ladies: It’s Your Right to Define Leadership on Your Terms

Avaya

As a female executive who has been through her fair share of triumphs and trials, I have a burning passion for cultivating strong women in the workplace. And as a woman who once served as a company’s only female executive VP, I know what it’s like to work in male-dominated cultures. More importantly, I know the immense value that female leadership brings to these kinds of environments.

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The Open CCaaS Advantage Report

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.

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The 4 Best Retention Strategies to Reduce Customer Churn

Kayako

Why worry about churn when you can just get new customers? New SaaS companies are obsessed with growth. Think of growth like hosting a party at your home. You stand out in your front yard and invite any passer by to enter, while your close friends are sneaking out the back door because you’ve not offered them a drink or a snack. Your house will fill up quickly but without hospitality, your guests will leave just as quickly.

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VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video)

ForeSee

Lisa Oswald is a customer experience (CX) advocate and Senior Vice President of Customer Service for Travelzoo, a trusted online publisher of travel and entertainment deals that places a premium. The post VoC Leaders: How Travelzoo uses CX data to make smarter decisions (video) appeared first on ForeSee.

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Journey Analytics: The Key to Your Customer Journey Map

Clarabridge

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. It’s a picture of the steps of the customer journey. For example, a bank might create a map showing the steps to set up a new account.

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Verbio Brings Voice Biometrics to Avaya Breeze™

Avaya

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution , a contact center suite for the digital age. And perhaps you’ve read how Avaya Oceana is built upon the flexible platform of Avaya Breeze™ , which offers extensibility through a Snap-in architecture, creating new opportunities to extend and customize customer and team engagement interactions further.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Assess Your CCM Maturity

Topdown

From time to time, it’s a good idea to stop and evaluate where you are, and where you want to be, in your customer experience (CX) maturity. This helps to assess how your CX strategy is working for your organization and identifies areas where you may need to reallocate resources to get back on track. You should also evaluate your customer communications management (CCM) maturity.

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Building Customer Loyalty That Lasts

GetFeedback

Loyal customers save your company money, predict future sales, generate referrals, and gain value over time. Here are 5 ways to drive customer loyalty.

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The CX Journey Continues.

CX Journey

CX Journey™ turns 5! This week marks five years since I started blogging at CX Journey. It's been an amazing journey so far! I started the blog as a way to share what I've learned over the last 25+ years, and I can honestly say that, through this process over, I've learned so much more. I've made some new friends, worked with some new clients, and have just had a great time!

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