ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Would that be a dream job? Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. As you might imagine, anyone that can afford to fly in a private jet has very discerning taste. and often along with it, sky-high expectations.

Sales 226

Sales Customer Care Marketing Customer Service 226

Callminer

FEBRUARY 21, 2017

How Marketers Can Leverage Big Data for Customer Experience Insights: 35 Marketing Experts and Customer Experience Pros Share Their Top Tips for Leveraging Big Data to Improve CX

Big data 182

Big data Marketing Customer Experience 182

Contact Center Pipeline

FEBRUARY 23, 2017

Technology is the great enabler but too often falls short in delivering promised results, leaving users and executives frustrated. Whether pursuing exciting new technology or refreshing existing systems, IT and the contact center need to work together to deliver better outcomes. Here are our top tips for optimizing new or existing technology to the benefit […].

Technology 100

Technology Contact Center Call Center Management 100

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX.

Automotive 100

Automotive Management 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.

ShepHyken

FEBRUARY 21, 2017

Chip Bell on How to Create Customer Evangelists. What is the best way to get your customers to truly become your advocates? Shep Hyken speaks with keynote speaker and author Chip Bell about the best way to inspire customer loyalty. First Up: Shep Hyken’s opening comments focus on how to inspire loyalty with your customers. He challenges you to go back to your team and ask them to take a look at other industries.

Customer advocacy 215

Customer advocacy Customer centricity Best practices Sales 215

Contact Center Pipeline

FEBRUARY 22, 2017

There are a variety of models for creating or transforming a workplace culture, but experts agree that culture must be approached as a long-term commitment, not a one-time project with a beginning and end. Sustaining the culture requires alignment of the organization’s internal processes and systems, such as hiring, staff development, process improvement, recognition, etc. […].

Contact Center 100

Contact Center Call Center Management 100

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . The post Auto Industry Challenges Infographic appeared first on Think CX.

Automotive 100

Automotive Management 100

ShepHyken

FEBRUARY 20, 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. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. (Performance Marketer) There are so many customer loyalty building tactics out there.

Customer Service 211

Customer Service Finance Contact Center Personalization 211

Callminer

FEBRUARY 23, 2017

Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer provides while processing data presented on the screen in front of them. Have you ever noticed how exhausted you feel after doing that for several hours? The reason, wrote Olivia Goldhill for Quartz Media, is that your brain is really switching between tasks, not accomplishing them simultaneously.

Call Center 140

Call Center Average Handle Time First call resolution Analytics 140

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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

Contact Center Pipeline

FEBRUARY 21, 2017

If you have not heard of FrontLine Group before, you may be surprised to learn that it is part of one of the largest and oldest Canadian-owned collections firms, CBV Collection Services Ltd., with four locations in Canada, as well as centers in the United States, India and the Philippines. FrontLine Group is the Business […].

Customer Care 100

Customer Care 100

Peter Lavers

FEBRUARY 20, 2017

The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk. The post Auto Industry Challenges Infographic appeared first on Think CX.

Automotive 100

Automotive Management Customer centricity 100

aircall

FEBRUARY 24, 2017

This article is part two of a series on the importance of a solid customer engagement strategy for your business’ growth and bottom line. Head here to read part one and learn about the implications of customer engagement. This article aims to provide actionable tips to implement a successful customer engagement strategy. Why you need a sound customer engagement strategy.

Entertainment 90

Entertainment Advertising Customer emotions Personalization 90

CX Journey

FEBRUARY 22, 2017

Image courtesy of Corporate Traveller Are you challenged at developing lasting relationships with your customers? I was recently sent a copy of KPMG Nunwood's report titled B2B Customer Experience: Winning the Moments That Matter. The report is filled with some great nuggets, but I latched on to the phases of relationship connection and moments that matter.

B2B 88

B2B Customer Experience Management Personalization 88

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

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. In the digital age, prices and products are easily imitated. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consume

Multichannel 87

Multichannel Self service Contact Center Advertising 87

GetFeedback

FEBRUARY 23, 2017

Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.

Surveys 78

Surveys Customer Service 78

ijgolding

FEBRUARY 20, 2017

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? They are not the first senior leadership team of a company to ask a question along these lines – they are very unlikely to be the last.

Customer Experience 83

Customer Experience Customer centricity Customer Service Personalization 83

Amity

FEBRUARY 19, 2017

For fast-growing SaaS companies, life is good in many ways. It means there is healthy demand for the product and sales are climbing. The best part is that the revenue is a recurring cash flow. But it also creates a new and challenging problem: SaaS companies have to build proactive relationships to keep that recurring revenue coming in. They need to effectively and constantly manage customers in real-time to ensure customers are successful.

SaaS 82

SaaS Finance Education Management 82

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

aircall

FEBRUARY 23, 2017

Businesses, especially of the B2B kind, are always looking for new and genuine ways to connect with their customers. The measure of customer engagement gauges the financial repercussions of customers’ relationship with the businesses they patron. This article will define the concept of customer engagement, and explore its implications for your business’ profitability and bottom line.

B2B 79

B2B Advertising Customer advocacy Customer retention 79

Genroe

FEBRUARY 20, 2017

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe.

Best practices 66

Best practices Feedback 66

Natalie Petouhof

FEBRUARY 24, 2017

Tweet. There is no question that social media has earned its spot in every business’ digital marketing strategy. The rise of social platforms such as Facebook, Twitter, Instagram and LinkedIn have forever shaped the way users express themselves online. Nowadays, almost every business has some type of social media account. 83% of fortune 500 companies have a presence on Twitter and over 3 million companies have LinkedIn profiles.

Marketing 65

Marketing Accountability Advertising Personalization 65

Omnicus

FEBRUARY 21, 2017

In this post, we will dive deeper into the realm of customer service and explore some specific skills. Our last post detailed how to talk to customers, and included points on attitude control and willingness to solve problems. Now, we will look at three vital “skills” that when coupled with the above, will ensure a fantastic customer experience, every time. 1 Learn to listen This may seem like an obvious point.

Customer Service 56

Customer Service Customer Experience 56

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

GetFeedback

FEBRUARY 23, 2017

Measuring customer service quality with Salesforce is crucial, and you can do it seamlessly with a case closed CSAT survey workflow in Service Cloud.

Surveys 60

Surveys Customer Service 60

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Author: Anne-Merete Jensen Customer service and customer experience now involves the entire organization , and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Vonage

FEBRUARY 20, 2017

I’m a millennial. This isn’t a confession, just a fact. And as a millennial, I enjoy an insider perspective. Every year, for the past few decades, market experts have speculated on the wants, needs and desires of the millennial generation. Consider me the status quo. I tend to embody the average millennial in many ways – my love of social media, my overzealous emoji use, my pref for abbreviated vernacular…. … And Salesforce’s State of the Connected Customer report hit the nail on the head.

Benchmark 53

Benchmark Coaching Education CRM 53

Omnicus

FEBRUARY 20, 2017

Customer service is a skill. Some industry veterans may even argue that it is an art, similar to sales. Whatever the case, like any skill it requires time, experience, and an unwavering dedication. Learning how to speak to your customers and how to be nice to your customers is vital. Following the above commitments will lead to superior customer service.

Sales 56

Sales Customer Service 56

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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

NICE inContact

FEBRUARY 24, 2017

Customer Story: Clearlink Maximizes Service Levels with inContact. Clearlink provides marketing technology and customer acquisition services to large national brands such as Dish, Verizon, AT&T, CenturyLink and Progressive. With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions.

Service level 48

Service level Interactive Voice Response Scripts contact center solutions 48

Strategic Contact

FEBRUARY 23, 2017

Technology procurement is a mission-critical task for a contact center. If you score the right enabling technology with the right vendor partner, your center can be on the path to greater agent productivity, improved customer experience, and heightened insights into operational performance. Make the wrong choice, and you risk a painful implementation, suboptimal performance, and.

Contact Center 48

Contact Center Technology Customer Experience 48

Topdown

FEBRUARY 23, 2017

In a previous post, Security Overview: Cloud-Based Customer Communications Management , we gave you a quick summary of each of the security layers: physical, network, operating system (OS), database and application. Let’s take a closer look at cloud-based CCM security at the application level, which includes handling of customer data.

Management 48

Management Customer Experience 48