Beyond Philosophy

FEBRUARY 8, 2017

In our customer experience consultancy, we find there’s one thing that consistently prevents companies from adopting a more customer-centric approach. It’s not (as you might guess) cost! Instead, the problem is priorities, and specifically the priorities of people who make critical company decisions. You see, as people move up the chain of command, they get further and further removed from the average customer.

Management 309

Management Consulting Consulting Finance 309

ShepHyken

FEBRUARY 8, 2017

Common sense must always prevail – especially when it comes to customer service. That said, sometimes companies create strict rules and policies or have a “system” that makes it impossible for an employee to deliver the customer service the company actually wants them to deliver. Recently, I was sitting next to someone on an airplane who was on his way for a vacation on a cruise ship.

Customer Service 247

Customer Service Customer Experience 247

Callminer

FEBRUARY 6, 2017

Companies that deliver superior customer experience beat the competition by retaining customers, growing their bottom line, and reaping the benefits of satisfied customers.

Customer Experience 182

Customer Experience 182

Contact Center Pipeline

FEBRUARY 9, 2017

InGenius® is a computer telephony integration (CTI) innovator with over 20 years of experience in enterprise telephony. InGenius Connector Enterprise integrates existing telephone systems into Salesforce and Microsoft Dynamics CRM, to empower sales and service organizations to deliver world-class, phone-based customer experiences. With features such as screen pop, click-to-dial, CRM screen transfer, enhanced call reports […].

CRM 100

CRM Enterprise Sales Customer Experience 100

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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.

Customers That Stick

FEBRUARY 6, 2017

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Customer Experience 123

Customer Experience Customer Service 123

CustomerGauge

FEBRUARY 9, 2017

More Than 75% of Macy’s Shoppers Preferred Amazon For the Holiday According to Prosper Insights’ January 2017 survey of more than 7,500 U.S. adults, more than three-quarters (76.7%) of Macy’s core shoppers have preferred to shop at Amazon during Q4 of 2016 (October, November and December). These results come one year after Macy’s CEO announced […].

Surveys 114

Surveys 114

Contact Center Pipeline

FEBRUARY 8, 2017

Cold shoulder” is defined as “deliberate coldness or disregard, a slight or snub” (American Heritage Dictionary of Idioms). The term first appeared in writings by Sir Walter Scott in the early 19th century and remains a common idiom today, for good reason. Today’s consumer has multiple options to consider when purchasing pretty much anything. During […].

Customer Care 100

Customer Care Contact Center Call Center Customer Experience 100

ijgolding

FEBRUARY 6, 2017

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As with any profession, it is defined by a number of competencies, tools, techniques and methodologies that are recognised and practised by thousands of specialists around the world. It is a challenging profession for a variety of reasons – largely because it is not ‘black and white’ There is no one way of doing anything when it comes to Customer

Journey mapping 113

Journey mapping Management Customer Experience Accountability 113

ShepHyken

FEBRUARY 6, 2017

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. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. (JitBit) In this post, we’ll be discussing the importance of customer advocacy and why you must get on board, or else risk weakening the bedrock of your business.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

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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

Customers That Stick

FEBRUARY 9, 2017

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Customer Service 114

Customer Service 114

Customer Centric Support

FEBRUARY 6, 2017

Practicing mindfulness has been a popular concept in western society for many years now. Introducing mindfulness in the workplace has become fairly common, especially for corporate leadership teams. These tools are not just for the leadership any more. Successful mindfulness and meditation programs have been integrated at every level in major companies like General Mills, Ford, Aetna, Google and Procter & Gamble, just to name a few.

Call Center 90

Call Center Outbound sales Customer centricity Contact Center 90

aircall

FEBRUARY 7, 2017

Over the past twenty years, an overwhelming amount of studies have conclusively demonstrated that work-related stress negatively affects a growing number of people. Customer service stress is no exception. Every day, customer service industry workers must juggle demands and complaints of varying degrees of complexity, all in a fast-paced, high-stakes environment.

Customer Service 89

Customer Service Personalization Management Call Center 89

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This is very true, unfortunately and a story we can all learn from. – Shep Hyken. This article is about something that affects the quality of service delivery. It is evident in many companies.

Education 185

Education Consulting Consulting Personalization 185

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

Amity

FEBRUARY 6, 2017

Say you’ve built a career supporting customers. It’s what you enjoy, or in the least have fallen into. Now, you are continuously hearing buzz about Customer Success, and you are wondering, “What does it take to make that jump into that world?” If you were to draw a venn diagram on what makes a Customer Support and Success Professional effective, there would be a definite overlap, so it is not unprecedented to think this could be a natural career move.

Customer Support 87

Customer Support Analytics Surveys Personalization 87

Win the Customer

FEBRUARY 9, 2017

Because you can’t always turn to an expert in times of trouble and crisis, there are strategies you can turn to protect confidential customer information from getting in the wrong hands. Beyond a good customer service experience, customers seek out businesses whose owners are credible and trustworthy, will safeguard their personal information, and stay up on the latest trends.

Education 80

Education Personalization Marketing Customer Service 80

CustomerGauge

FEBRUARY 10, 2017

“We’re becoming not just a stop along the way, but a desired destination.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Best practices 64

Best practices Customer Experience Management 64

AskNicely

FEBRUARY 9, 2017

So, you probably know by now that NPS is a great way to measure customer happiness (we do mention it every now and then). But let’s be honest, each business is different and each of their customers, different again so if you want to get REALLY useful data out of your Net Promoter Score™ program, a one-size fits all approach will never work. And that’s why we’ve always focused on making sure AskNicely plays nice with as many other systems as possible.

Surveys 60

Surveys SaaS CRM Accountability 60

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

Amity

FEBRUARY 8, 2017

These days, the practice of Customer Success finds itself at an interesting crossroad. The importance and responsibility of the field are growing, yet the budget increases don’t seem to follow suit. At some point, you as a customer success manager might start to notice that you are spreading thin trying to take care of all your customers. You might find yourself being more reactive to customer’s requests and finding less time to plan activities to help manage your customer’s jo

Surveys 68

Surveys SaaS Accountability Education 68

Olympia Consulting

FEBRUARY 6, 2017

The relationship between a company and its customers is not that different than the relationship. The post Customer Service Shouldn’t Be a Roller Coaster appeared first on Olympia Consulting.

Customer Service 60

Customer Service Consulting Consulting Customer Experience 60

Russel Lolacher

FEBRUARY 7, 2017

What better way to show your customers you care than with a love letter. And it doesn’t just have to be for Valentine’s Day. Oh hello Valentine’s Day. That day when lovers demonstrate their affection with gifts, words of love or events to mark the occasion…or all three. Depending on what you’re into. Well customers also like to feel.

Upselling 63

Upselling Personalization Customer Experience 63

AskNicely

FEBRUARY 8, 2017

The team are all setup here at the SaaStr conference here in San Francisco – make sure you stop by and see us at Booth number S10. SaaStr founder Jason Lemkin has frequently written about how measuring and improving your NPS is important for growing your business and it’s clearly a big theme at the conference this year too! So, we’d love to have a chat about how you’re currently measuring customer satisfaction in your business.

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SaaS 60

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

Mindtouch

FEBRUARY 7, 2017

One of the most difficult parts of any business is quantifying success and failure. The rise of Customer Success , first in SaaS companies but quickly expanding into traditional industries, indicates a renewed focus on this problem from the point-of-view of the customer (based on the name alone, right?). Customer Success, according to Wikipedia, is the department at a company whose goal is: maximizing the value that customers generate from the solutions they acquired from the vendor by making th

Metrics 63

Metrics Best practices SaaS Marketing 63

Influitive

FEBRUARY 8, 2017

There’s no denying that the importance of customer marketing is growing. The 2017 State of Customer Marketing Report indicates that over the next year, 93% of organizations expect that their customer marketing efforts will take on greater importance, and 62% will increase their staff or budgets in the customer marketing area. However, there isn’t a.

Marketing 65

Marketing Gamification Customer advocacy B2B 65

Omnicus

FEBRUARY 8, 2017

We have covered the benefits of cloud-based contacts centers vs. call centers. We have also reviewed how the former is generally more cost-effective and mobile. Are there cases where a traditional call center model is better suited for certain companies? There certainly are. Large, multinational companies or corporations may have more to gain from expanding pre-existing call center models.

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Customer Service Call Center Contact Center 56

Genroe

FEBRUARY 6, 2017

So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? It’s a question I am often asked. Here’s one I received recently: …if I have two NPS of two different cinemas in January. Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76. Cinema 2: Spectators: 44190. […]. The post The Complete Guide to Acceptable Survey Response Rates appeared first on Genroe.

Surveys 63

Surveys Feedback 63

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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

Mindtouch

FEBRUARY 8, 2017

Last week MindTouch participated in a huge event, hosted by San Diego Venture Group, called Tacos & Tech in Silicon Valley. There is so much talent here in San Diego that is continually being poached by companies outside the city. From Los Angeles to the Bay Area, or even newer tech hubs such as Austin and Denver, our homegrown San Diegan talent has been finding work elsewhere.

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CSM Magazine

FEBRUARY 8, 2017

Most organizations still believe that if the frontline will just give good service, customers will be happy and loyal. The fundamental flaw is the belief that the frontline must be cajoled into giving good service. In fact, most service staff are doing their best—given the card and processes, they have been dealt. Successful companies are those that stop putting all the blame on employees and work to enhance frontline processes and tools.

Journey mapping 61

Journey mapping Consulting Consulting Surveys 61

GetFeedback

FEBRUARY 9, 2017

Social is changing the way we do business. In this post, we dig into the best practices for delivering and measuring social customer service.

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Customer Service Best practices 60