Sat.Jan 21, 2017 - Fri.Jan 27, 2017

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Case Study: Enhance Your CX With This Technology

Beyond Philosophy

Imagine going on a cruise and having the ship know your every desire – sometimes even before you do. That’s the goal of Carnival Corporation’s new Ocean Medallion technology , a wearable device that will debut on the Regal Princess cruise ship later this year. It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires.

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What is Sentiment Analysis? Examples, Best Practices, & More

Callminer

A Definition of Sentiment Analysis Sentiment analysis is a method for gauging opinions of individuals or groups, such as a segment of a brand’s audience or an individual customer in communication with a customer support representative. Based on a scoring mechanism, sentiment analysis monitors conversations and evaluates language and voice inflections to quantify attitudes, opinions, […].

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Dollar Shave Club Teaches a Valuable Customer Service Lesson

ShepHyken

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. For those that may not know what Dollar Shave Club is, it was started by Michael Dubin and Mark Levine in 2011. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.

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Here’s Proof of the Great Zappo’s Service

Steve DiGioia

This original article was written by Steve DiGioia. A week or so ago I was again taking part in my favorite tweet chat, #custserv , hosted by Marsha Collier , Roy Atkinson , Al Hopper and Greg Ortbach that takes place every Tuesday evenings 9pm ET. During the chat I answered a question as you can see below: A7: One of my easiest ways to train junior managers has been to have them "walk in the customer's shoes".

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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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Skills-Based Routing: Assess the Impact of Crosstraining on Service Level

Contact Center Pipeline

Skills-based routing (SBR) is a strategy that provides a contact center flexibility when different skills have different call arrival patterns. SBR also offers tenured agents a welcome variety in their tasks. Our customers benefit, our agents benefit and our organization benefits! It is a win-win-win, right? Not necessarily. Sometimes our efforts to increase overall service […].

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Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. – Shep Hyken. Customers don’t want to wait on the phone for the “next available representative” anymore.

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3 Customer Feedback & NPS Pitfalls To Avoid with CCXP, Ian Golding

CustomerGauge

CustomerGauge is very happy to share that this week we have CCXP Ian Golding as our blog guest. Ian advises leading companies on customer experience strategies, as well as measurement, improvement and employee advocacy techniques. He has worked across various industries including retail, financial services and telecoms, accumulating a robust knowledge on best customer experience […].

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How to Handle Post-Holiday Returns & Cancellations

Contact Center Pipeline

January is the toughest time of the year to be a new agent. Early in my career, I worked at a mobile phone company that got hit with sky-high post-holiday call volumes. There were two main reasons customers called to cancel their service at this time. Some people cancelled due to post-holiday belt-tightening. They had […].

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5 Remote Productivity Tips to Better Work from Home

aircall

Employees who work remotely perform their professional duties without being present in a physical office. This means working from home, from multiple offices, or from a coworking space. Some telecommuters work remotely every day, some do so infrequently. We put together a list of remote productivity tips to help telecommuters seeking to be more efficient and successful.

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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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Amazing Business Radio: Steve Curtin

ShepHyken

Steve Curtin on the “Other Dimension” Necessary to Raise Your Customer Service from Ordinary to Extraordinary. Sure, you hire your people based on job function, but shouldn’t you also be hiring on job essence? Shep talks with Steve Curtin who says, “Employees consistently execute mandatory job functions for which they are paid, yet they inconsistently demonstrate discretionary customer behaviors, which are known as ‘voluntary job essence.'” In other words, your employees may be doing what

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A Look Inside Our Most Ambitious B2B Marketing Campaigns Of 2016

Influitive

January is the perfect time to review the past year’s ups and downs—both personally and professionally—to see how you can do better. To start 2017 off strong, we’re reviewing some of Influitive’s biggest B2B marketing campaigns from 2016 to see what went well and what we could improve on.

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Showing Up: Understanding & Improving Attendance

Contact Center Pipeline

Consider for a moment how much you invest in your agents. Salary and benefit costs are obvious. But don’t forget recruiting, hiring and training. And hardware, software and support costs for desktops and phone systems. And unless you have a remote workforce, you are also paying for rent, furniture, utilities and other facility charges. And […].

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The New Year’s Resolution for Customer Success: Every Customer is a Subscriber

Amity

Yes, you heard correctly. Treat every customer like they are in a subscription model. No matter your industry, your customer’s vertical, or whether you have a product or service, the motto of treating every customer as a subscriber instead of just another account will force you to focus on their success above all else—resulting in loyal customers who are die-hard brand advocates.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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5 Top Customer Service Articles For the Week of January 23, 2017

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. Are You Taking Your Customers For Granted? by Mindi Rosser. (CustomerThink) What does your B2B marketing program have to do with your customer retention strategy?

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Personalized Customer Service: How to Deliver and Drive Loyalty

aircall

In today’s market, customer service is a huge differentiator. When done right, personalized customer service can do wonders for customer retention and for your bottom line. Today, customer service is carried out over multiple channels and platforms, and is more important to customers’ perception of your brand than ever. Personalized customer service can make your business stand out.

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11 Customer Experience Technology Trends To Watch For Through 2020

McorpCX

Today, nearly every customer experience in nearly every industry is driven or supported by ever-more-quickly-evolving digital technology. The landscape is changing so rapidly that customer experiences are already being radically reshaped by technologies that are cutting edge today—but will be mainstream tomorrow.

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UC San Diego Triton Career Night Was a Success!

Mindtouch

The MindTouch career team had a blast connecting with the student athletes at the UC San Diego Triton Career Night ! Playing a sport while attending classes can be a full-time job in and of itself, so many of these student athletes simply do not have the time to gain work experience via internships. This particular career night was all about helping these athletes utilize their unique skill sets and experiences to transition into the workforce.

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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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What marketers can learn from #fakenews

AskNicely

Bruce Springsteen believes that his whole career has been built on the back of 1000 true fans. 1000 people that are so passionate about what he does that they will not only buy everything he’s selling, but much more importantly each of them will influence a thousand more people to buy some of The Boss. And a thousand times a thousand is a million and that’s a platinum record right there.

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Customer Experience in the Gulf Region – A Story of Continuous Improvement!

ijgolding

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the

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Free e-book: The Customer Knows Best And So Do You

Omnicus

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.

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3 Ways to Increase Retention with Customer Feedback

GetFeedback

By analyzing customer feedback regularly, companies can stay in tune with their needs and ultimately increase retention. Here are three ways to do it.

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How Intent Data Helps Marketers Convert A-List Accounts

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.

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2 SaaStr Speakers on Customer Success at Pulse

Mindtouch

SaaStr delivers value across the board to their community members. To do this, they continuously push the boundaries of thought leadership surrounding the entire customer journey: Research, Buy, Succeed. One of the key verticals they have focused on is Customer Success. Customer Success owns the customer from point of inception (sometimes pre-close), all the way through the entire life and lifecycle of the customer.

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What's Still Holding Customer Success Back in 2017?

Amity

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition. One is that it puts the emphasis on interactions with your whole company and not just your product or even just your Customer Success team; a drum CS folks are always beating.

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Free e-book: The Customer Knows Best And So Do You

Omnicus

Customer service is changing. Today’s customer demands instant response times and accurate information. The use of A.I. like chatbots is starting to become the norm. A plethora of self-service options are also becoming the norm. Automated systems prompt the customer for responses and guide the customer toward their solution. The cloud is the silent elephant in the room that is starting to become noticed.

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Ensuring a Successful Go-Live Launch for Your Call Center Technology

NICE inContact

You and your project team have poured hours into the design and implementation of your new call center technology platform, and the big day has finally arrived – Go-Live. While Go-Live is the culmination of months – and depending on scope, even years – of hard work, the day itself sometimes just passes us by and proves to be a bit anticlimactic. However, celebrating Go-Live and making it something to remember can reap benefits in terms of your system adoption and momentum.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Security Overview: Cloud-Based Customer Communications Management

Topdown

According to a January 2017 survey conducted by CompuCom , cloud security is the top priority for IT in 2017. As cloud implementations increase exponentially, anticipating and preventing security breaches becomes more and more of a business priority, particularly in highly regulated markets like healthcare, insurance and financial services.

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The Best Online (and Offline) Customer Success Communities

Amity

SaaS Tattler Issue 99 - The Best Online (and Offline) Customer Success Communities. One of the main attributes of Customer Success Managers is that they are sociable people - they like to network, connect, discuss, share, and help one another. This is, after all, why so many Customer Success Professionals fall in love with the industry. The social nature of Customer Success work brings CSMs to chat with everyone they know: sales, marketing, product, and of course, customers.

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Customer service excellence demands total commitment from all departments

Vonage

I am amazed at the effort companies put into building service brands on the outside, yet how fragmented they can be on the inside when it comes to customer service excellence. When fragmentation on the inside is experienced by customers on the outside, real trouble is brewing for the brand and any changes of being known for customer service excellence.