Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. He cited the company’s culture as a reason, saying in a statement to Recode : “the beliefs and approach to leadership that have guided my career are inconsistent with what I saw and experienced at Uber, and I can no longer continue as president of the ride-sharing business.”.

Airlines 337

Airlines Consulting Consulting Engineering 337

ShepHyken

MARCH 29, 2017

Just last week I attended Social Media Marketing World in San Diego. So, what does a social media marketing conference have to do with customer service? Plenty! It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service.

Customer Care 252

Customer Care Marketing Accountability Customer Service 252

Callminer

MARCH 27, 2017

American Coradius International LLC, a leader in 1st and 3rd party debt collection services, has partnered with Massachusetts-based CallMiner to launch CallMiner Eureka Speech Analytics companywide.

Analytics 182

Analytics 182

Steve DiGioia

MARCH 27, 2017

This original article was written by Steve DiGioia. Following in his father’s footsteps as a baker, and at the age of 23, Armando Leyva and his wife Lorely, started their own bakery business. Still a novice to the bakery world, Armando leaned on his father’s many years of experience as a bread master and, much to his surprise, realized the bakery was much more than just bread.

Personalization 150

Personalization Customer Service 150

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Beyond Philosophy

MARCH 29, 2017

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Forbes once described the omnichannel experience as the point where “ marketing meets ubiquity ,” an apt description.

Technical Support 297

Technical Support Consulting Consulting Customer Experience 297

Callminer

MARCH 26, 2017

The Telephone Consumer Protection Act was enacted by Congress in 1991 to restrict telemarketing calls and the use of automatic telephone dialing systems

Telemarketing 182

Telemarketing 182

Customers That Stick

MARCH 27, 2017

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.

Customer Service 151

Customer Service 151

Contact Center Pipeline

MARCH 29, 2017

“Trinkets and trash!” That was the description a contact center agent used to describe their company’s sales incentive program. This company had recently mandated that every customer service agent had to upsell and cross-sell products. As a result, managers were throwing small prizes at anyone who attempted a sale. It was a Band-Aid approach. It […].

Sales 113

Sales Upselling Contact Center Management 113

ShepHyken

MARCH 27, 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. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. (Which-50 ) Now is perhaps a good time to look back and consider how Sears’ struggles are similar to those of other famed brands that failed, such as Borders, Kodak and Circuit City.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

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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

PeopleMetrics

MARCH 30, 2017

What are the Top 5 Mistakes that limit the success of a Voice of the Customer program? 1. Not getting executive buy-in: Leadership at the organization has to buy-into and ideally sponsor the VoC program. VoC programs change the culture of an organization by putting the customer first and responding to customers who have poor experiences. If an executive is not sponsoring the program, the company will not pay attention to the data or invest in the right responses to the data and the initiative wi

Feedback 105

Feedback Metrics Surveys Customer effort 105

CustomerGauge

MARCH 31, 2017

In the past, many companies have employed a “heritage Net Promoter” model. This model provides steps for measuring customer feedback and acting to quickly close the loop. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question. In our recent white paper, Next-Generation […].

Feedback 87

Feedback 87

Contact Center Pipeline

MARCH 30, 2017

March definitely came in like a lion in many parts of the country. But when the weather is lousy, it’s a good time to catch up on your reading. Many of our Pipeline readers did just that over the past few weeks. Scheduling was a hot topic this month, as was culture, how to handle […].

Call Center 100

Call Center Contact Center Customer Experience Management 100

Customers That Stick

MARCH 30, 2017

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.

Customer Service 87

Customer Service 87

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

PeopleMetrics

MARCH 28, 2017

Today, content marketing is critical to your company’s success, and. utilizing social media is currently one of the best marketing strategies out there. Nearly everyone constantly carries a smartphone with them, and almost all of those people use Facebook. Why not utilize that fact to attract customers and build brand loyalty? If you choose to leverage Facebook to post content for your customers, remember to avoid aggressive advertising and sales pitches – content is about making your customers

Advertising 91

Advertising Education Entertainment Morale 91

Influitive

MARCH 29, 2017

Quick! What comes to mind when you hear the phrase “online community?” Facebook? LinkedIn? Your company’s support forum? The definition of online community varies depending on who you talk to. Joanne Jacobs, a digital strategist who spoke at a live online session at a past Community Manager Appreciation Day (CMAD), says “Communities are not just.

Management 87

Management Best practices B2B Customer advocacy 87

Contact Center Pipeline

MARCH 28, 2017

“We want to make people more accountable.” Well, amen to that. As a concept, accountability has enormous appeal. It is discussed in relation to government, education, non-profits and every corner of the business sector. Strategically, it has almost no downside. An increase in accountability, done properly, is welcomed by executives, management and engaged staff at […].

Accountability 100

Accountability Contact Center Government Education 100

aircall

MARCH 27, 2017

This article is part two of a series on customer journey mapping. The first article looked at the usefulness of the process for your business. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. 1. Know where to start. Your customer journey map will be rooted in your customers’ actions, behaviors, challenges, and needs.

Journey mapping 82

Journey mapping Accountability Customer retention Morale 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

Amity

MARCH 29, 2017

There are many pieces of advice I’ve given to others when posed with questions such as: “How should I start a Client Success team at my business?” or “What should I look for when hiring my first CSM?” Each piece of advice I give is predicated on one of the many unique facets of this new and wonderful business unit we all call ‘Client Success’ What I’d like to focus on in this post is just one of those pieces of advice and, naturally, it is my favou

Personalization 81

Personalization Education 81

Kayako

MARCH 28, 2017

How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. Typically, businesses rely on customer satisfaction scores as an indicator of the total happiness of a set of customers – but this is flawed.

Metrics 69

Metrics Surveys Feedback Finance 69

Vonage

MARCH 30, 2017

The case for giving employees autonomy in how to carry out their work has been backed up by psychological and management research for more than half a century. It may surprise you just how strong the case is—until you look in the mirror and think about what you would require to do great work face to face with customers every day. First off, people need a reason to wake up in the morning—and ‘‘they pay me’’ is hardly the ideal alarm clock.

Call Center 69

Call Center Management Customer Service 69

ijgolding

MARCH 28, 2017

I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very much inspired by my own experiences – either as a customer in my own right, or by interacting with the many people I have the good fortunate to interact with in practising my vocation!

Customer Experience 67

Customer Experience Consulting Consulting Customer retention 67

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

CustomerGauge

MARCH 31, 2017

New techniques to get Millenials responding to NPS questions “I would never give a 10 on a survey” says Mingus Donovan, who describes himself as the “Dream Alchemist” of the Boston-based startup, Beacon Hill Knife Sharpening Co-operative. “I don’t care how pimp or fire the service is, there’s no way I’d say I would recommend […]. The post Getting Feedback from the Meh-Generation appeared first on CustomerGauge.

Feedback 60

Feedback Surveys 60

AskNicely

MARCH 30, 2017

Customers who aren’t satisfied leave…And there are only so many customers you can lose before your company bottoms out. So wouldn’t it be awesome if you had a way to precisely measure customer satisfaction levels, so that you can easily work out if your customers are happy? In fact, wouldn’t it be even better if you had a way to figure out why customers are unhappy and therefore likely to leave?

Surveys 60

Surveys Customer retention Feedback Benchmark 60

CSM Magazine

MARCH 28, 2017

When it comes to customer service chatbots, today’s online shoppers have trust issues. With fears of “error” responses, or even worse, completely inaccurate answers, customers reluctantly turn to call center agents to handle issues directly with a live representative. Ultimately, this inefficient communication channel results in frustrated customers and wasted money.

Chatbots 69

Chatbots Self service Advertising Scripts 69

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad. So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

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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

CustomerGauge

MARCH 27, 2017

The generosity of our customers always blows me away, and my recent visit to IDEXX was no different. Last week, I had the pleasure of visiting IDEXX’s water business up in beautiful Maine along with Customer Success Manager, Andrew Todtenkopf, and Nick Bartashevich, Director of Sales in the US. There, we met with Darren Alcock, […]. The post IDEXX Drives Customer Loyalty with CustomerGauge appeared first on CustomerGauge.

Sales 60

Sales Management 60

Customer Relationship Metrics

MARCH 31, 2017

There’s not much worse than being the subject of a “You’re Doing It Wrong” meme and it goes viral. It’s easy to find many examples of doing it wrong in our everyday life, including how we do our job and, fortunately, there’s no meme. What’s worse than doing it wrong? Worse than doing it wrong, however, is not knowing that you are doing it wrong. You’re innocently unaware.

First call resolution 63

First call resolution Interactive Voice Response Coaching Metrics 63

Genroe

MARCH 26, 2017

We’ve been helping companies use NPS® for more than 10 years. In that time we’ve tried lots of different approaches and seen first hand what works … and what doesn’t. This post is the distillation of that 10 years of Net Promoter Score® implementation experience with organisations of different sizes and shapes. These are the […]. The post Executive Insight: The 7 Proven Net Promoter® Success Factors appeared first on Genroe.

Best practices 67

Best practices Feedback 67