Beyond Philosophy
NOVEMBER 23, 2016
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day.
ShepHyken
NOVEMBER 22, 2016
Andy Masters On How Customer Service. Is Just Like Dating and Relationships. Shep Hyken speaks with professional speaker and author Andy Masters about his bestselling book, “Kiss Your Customer: 77 Reasons Why Sales & Service Are Just Like Dating & Relationships.” Andy shares humorous stories and provides some great tips about loyalty, social media, showing appreciation, overcoming bad customer experiences, listening skills, and much more.
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Callminer
NOVEMBER 21, 2016
To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.
Steve DiGioia
NOVEMBER 21, 2016
This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed. I hope my writings have brought some insight and maybe even a few tips and tactics that are useful in your business.
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Beyond Philosophy
NOVEMBER 21, 2016
At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business. But companies don’t just create value by accident. Those who do it best embrace a strategy that puts value into the very fabric of corporate culture.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
NOVEMBER 21, 2016
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Contact Center Pipeline
NOVEMBER 24, 2016
Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will be with family and friends. Show your agents how much you value their sacrifice on the day. Get your senior execs involved: A personal thank-you from upper management for taking care […].
CustomerGauge
NOVEMBER 24, 2016
Defined by Harvard Business Review as “The One Number You Need to Grow”, the Net Promoter Score® is the quickest metric you can use to assess customer satisfaction and loyalty with your brand. As 2017 is fast approaching, understanding which future investments and initiatives will earn you more promoters will come particularly handy, wouldn’t it? […].
ShepHyken
NOVEMBER 21, 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. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. (Steve DiGioia) Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”.
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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
Vonage
NOVEMBER 24, 2016
What a conversation! A British gentleman working in global logistics, his American entertainer wife who recently became a mother, an Australian event coordinator and me. Four different cultures – and different points of view. We talked about the service we received at retail stores, banks, restaurants, hotels and airlines around the world. We each had very different opinions about what constitutes “good service.”.
Contact Center Pipeline
NOVEMBER 23, 2016
While digital native consumers prefer a human element in service interactions, as citizens, they want more self-service and digital options when engaging with government agencies. Despite the fact that millennials have surpassed Baby Boomers as the nation’s largest living generation, most government contact centers still cater to older Americans who are accustomed to speaking with […].
CustomerGauge
NOVEMBER 22, 2016
Nokia Setting New Customer Experience Standards Unless you’ve been living under a rock, you probably know that over the last 5 years, things have not been great for the Finnish communications company, Nokia. Once the very company that defined the mobile industry, the tech giant’s delayed embrace of the smartphone revolution was one of the […].
ShepHyken
NOVEMBER 25, 2016
This week on our Friends on Friday guest blog post my colleague, Ricky Nowak, shares a customer experience she had recently with a hotel that didn’t exactly go well. It’s a great example of how not to give excellent customer service! – Shep Hyken . On a recent business Roadshow, I inadvertently left a brand new PowerPoint clicker in a hotel room but didn’t realize it until I returned home several weeks later.
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.
Avaya
NOVEMBER 23, 2016
In today’s mobile-led world, there is no doubt that messaging apps are becoming the preferred means to communicate with friends, family, and even work colleagues. So the announcement that WhatsApp Video is here has been met with mass excitement. But while the ability to have WhatsApp video conversations with family and friends is a huge benefit—there really is nothing like seeing your loved ones live—it’s not so clear what effect this is going to have on the business community.
Contact Center Pipeline
NOVEMBER 22, 2016
Recent research shows that, despite the rise in digital customer service channels and options, 79% of consumers prefer that the human touch remain part of customer service when engaging with brands and service providers. A global study, The Digital Tipping Point: How Do Organizations Balance the Demands for Digital and Human Customer Service?, just released […].
Eptica
NOVEMBER 23, 2016
Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. Author: Pauline Ashenden Whatever sector they are in businesses are embracing digital transformation , implementing new technologies and ways of working in a bid to differentiate against increasing competition and to get ahead of rivals.
Amity
NOVEMBER 23, 2016
SaaS Tattler Issue 97 - How, Why, and When Should You Say "Thank You" To Your Customer? One of the many roles and responsibilities of Customer Success is to build trusting relationships with customers. A simple step can help you get started: showing gratitude. Yes, this week is Thanksgiving, yet, Amity lives in Canada, so we’re not even celebrating this weekend.
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!
AskNicely
NOVEMBER 24, 2016
SaaS business have a golden opportunity they need to take advantage of: It’s easier for them to understand customer behaviour and use that to drive growth than in any other industry. We wanted to bring NPS® into Intercom to help them maximise that opportunity. We knew there were some unique challenges and opportunities for SaaS businesses and being in the industry ourselves, wanted to come up with a solution that was particularly tailored to meet the needs of these companies.
CX Journey
NOVEMBER 23, 2016
Image courtesy of _D.s.G._ How do you thank your customers? On this Thanksgiving week here in the United States, it's a great time to pause and give thanks for all of the good things in our lives. It's also a great reminder to say "thank you" to your customers, as well, now and throughout the year. Without customers , you wouldn't be in business. Saying "thank you" is an essential part not only of your relationship with your customers but also of the overall customer experience.
Clarabridge
NOVEMBER 22, 2016
You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience. The webinar expressed four key ways to build up the employee experience – all of which are focused on empowering your employees: Connect your Employees to the Strategy: Many busines
Aria Solutions
NOVEMBER 23, 2016
Although voice is still the primary channel customers use to interact with contact centers, representing 54% of all interactions handled, according to Dimension Data , digital is on track to overtake phone by end of 2016. Your business needs to keep up with this trend of customer preferred channels by developing an awareness of each customer journey.
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
NOVEMBER 21, 2016
Customer benchmarking — the practice of identifying where a customer can improve or is already doing well by comparing to other customers – helps Customer Success Managers to deliver unique value to their customers. The comparative insights from benchmarking motivate customers to make changes that produce better outcomes with their solutions.
Mindtouch
NOVEMBER 22, 2016
Statistics abound showing that customers far prefer self-service to contacting customer support. This is good news! Because self-service can be facilitated with the content companies already have. That said, this self-service content needs to be communicated in a way that customers can understand. Enter: smart content. Smart content consists of enhanced, agile microcontent that is structured in a way that caters to the way the mind receives and processes information.
GetFeedback
NOVEMBER 22, 2016
Customer surveys make a major statement about your brand. Here are 7 clever ways to turn your customer feedback program into an insight gold mine.
Comm100
NOVEMBER 23, 2016
We all know customer loyalty is the driving engine for a flourishing business. But what is customer loyalty, actually? Customer loyalty is having customers who are committed your company and your products , not just a price point that a competitor can easily emulate. But customer loyalty goes two ways, and first you have to prove your loyalty before expecting to receive any in return.
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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
NOVEMBER 23, 2016
Nowadays, every business owner claims, customers’ needs are most important in business. Their mission is to make a difference; to make people’s lives better. How true this statement is? If we take a closer look at any company’s KPIs, it will be clear what’s most important for this company. The top KPIs are conversion rate, ROI, revenue growth rate or customer profitability score.
Feedback
NOVEMBER 24, 2016
I want to connect to a company and understand their beliefs. They sent me a new one! This company really rocks. Company policies matter to me. Are they paying their employees? I’ve heard bad things. I want them to fix my shoe issue and do it right. I STILL haven’t heard back from company A. I am so frustrated! These are customer comments I found this morning on various retail shopping sites.
Topdown
NOVEMBER 23, 2016
Continuing with the theme that customer experience (CX) is everyone’s job , there was an article by Cait Vlastakis Smith ( @caitvsmith ) in CMSWire recently called “ Successful Digital Experience Strategy Takes Cross-Disciplinary Collaboration.” Smith tackles the topic from a mindset point of view rather than a departmental perspective like the Forbes article by Denise Lee Yohn we covered earlier.
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