Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Journey mapping 335

Journey mapping Accountability Banking Personalization 335

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. – Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them.

Advertising 270

Advertising B2B Employee engagement CRM 270

Callminer

APRIL 4, 2017

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to improve.

Surveys 182

Surveys 182

ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

Construction 134

Construction Morale Customer centricity Technology 134

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Contact Center Pipeline

APRIL 6, 2017

Thanks to the rise of mobile texting and messaging apps, “chatbots” are causing a stir in the world of customer service. In 2016, Business Insider UK wrote that the most powerful tech companies think chatbots are the next best thing since the iPhone. Indeed, Facebook now allows businesses to deliver automated customer support, e-commerce guidance, […].

Chatbots 100

Chatbots Contact Center Customer Support Customer Service 100

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. The global CRM market grew 12.3 percent from 2014 to 2015, from $23.4 billion to $26.3 billion , Gartner reported. By 2020, the market is expected to be worth $48.4 billion. As CRM use has grown more widespread, the number of CRM options available to businesses has proliferated.

CRM 108

CRM Customer Experience Social media contact Sales 108

Kayako

APRIL 6, 2017

Where do you begin when you develop a new product or feature? Product development can seem overwhelming. There are so many moving parts that trying to create something valuable from nothing can seem impossible. And with so many stakeholders to please, whose opinion should you seek? All too often a product development cycle starts with market research, gets approved by the board, developed and sold by a sales team before support is ever involved.

Feedback 103

Feedback Coaching Metrics Customer Support 103

Contact Center Pipeline

APRIL 5, 2017

Last week, I was hanging out at SWPP’s 2017 Annual Conference in Nashville. One thing I especially enjoy about this conference (besides the sessions) is walking through the showroom to catch up on the latest cool WFM features, products, and technology from industry vendors. I visited 16 vendor booths this year, and asked them: “What […].

Technology 100

Technology Contact Center Call Center Management 100

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused? Shep Hyken speaks with Jeff Toister about his new book, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service.

Surveys 192

Surveys Customer Service Feedback Management 192

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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

360Connext

APRIL 3, 2017

Ever hear of a “stop doing” list? All the cool kids and productivity gurus have mentioned them. The idea is to create a not-to-do list so you are reminded of tasks you should delegate, ignore, or intentionally decide to cease. Thinking in these terms, here’s a quick list for 3 things to add to your stop doing list for the second quarter.

Customer centricity 95

Customer centricity Consulting Consulting Customer Experience 95

PeopleMetrics

APRIL 4, 2017

Hey, we get it – nobody wants to fail. But the hard truth is that failure is a fact of life. We try, get knocked down, and pick ourselves up to try again. We hold the ‘dust yourself off and get back on the horse’ ethos as admirable. We teach it to our children, and encourage them to learn from their mistakes. And we try to do this ourselves, as well.

Customer centricity 94

Customer centricity Employee engagement Engineering Customer Experience 94

Contact Center Pipeline

APRIL 4, 2017

Spring has sprung here in Annapolis, MD. The little peepers are singing at the top of their lungs in the evening letting us all know that spring is finally here. Their singing tells us it’s time for new growth and renewal. In our professional lives, it means time for spring cleaning. Sure, that means physically […].

Contact Center 100

Contact Center Call Center 100

ShepHyken

APRIL 3, 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 Service Track Shines at Social Media Marketing World by Dan Gingiss. (Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of socia

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

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

Customers That Stick

APRIL 3, 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 90

Customer Service 90

CustomerGauge

APRIL 4, 2017

When discussing closing the loop with customers and delivering great CX, responsibility is often shifted to the frontline. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden. In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […].

79

79

aircall

APRIL 6, 2017

Consumers don’t purchase products primarily for their functions. In fact, function is simply a means to deliver what a customer really wants: benefit. A customer buys a product for the perceived benefit he will gain from it. This perceived benefit, in addition to his opinion of the product, are what create customer perceived value. Customer perceived value defined.

SaaS 84

SaaS Advertising Marketing Personalization 84

SharpenCX

APRIL 3, 2017

A single customer view is essential, yet difficult to execute.Customer service expert Jeff Toister recently wrote about the importance of meeting customer expectations, and captured the essence of what it means to really “know” a customer:“When you reach out for help, the associate and/or the self-service channel already knows who you are (name, status, loyalty, [.].

Contact center software 80

Contact center software Self service Contact Center 80

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

Russel Lolacher

APRIL 4, 2017

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. His experience at the conference inspired him to write this article for 4hoteliers: Social Customer Care Cannot Be Ignored I have to disagree with Shep.

Customer Care 74

Customer Care Upselling Marketing Customer Experience 74

Amity

APRIL 3, 2017

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. You’ve probably heard the saying, “If you build it they will come.” Well l have created a version of my own: “If you measure it, you will have insights.

Upselling 70

Upselling Metrics Feedback Accountability 70

aircall

APRIL 7, 2017

For this article, we sat down with customer service expert Shep Hyken and discussed the growing prevalence of AI in customer service and its influence on the industry. Due to the expansion and popularisation of customer service AI, consumer expectations have shifted. Moreover, AI-assisted customer service is often coolly received by consumers and service workers alike.

Customer Service 80

Customer Service Banking Journey mapping Call Center 80

CustomerGauge

APRIL 5, 2017

Introducing Next-Generation Net Promoter® It’s time to shake up the status quo and forge a new path in the Net Promoter Score® narrative. Welcome to Next-Generation Net Promoter®, the newest methodology from our latest white paper. See how this new model evolved over time to become the current industry-standard for Net Promoter Score and the NPS® […].

industry standards 60

industry standards 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

Vonage

APRIL 4, 2017

Recently, Craig Borowski, Customer Service Market Analyst for the online technology consultancy Software Advice, released a new report which studied if better customer service is the “necessity” that AI needs to be relevant. We had the opportunity to speak with Mr. Borowski to learn a little more about what his research uncovered. What have been some of the significant AI developments over the last few years?

Customer Service 63

Customer Service Chatbots Interactive Voice Response Engineering 63

Amity

APRIL 7, 2017

To scale, one needs a bigger budget. You might need additional funds to purchase a Customer Success Operations system to automate playbooks and avoid unnecessary manual work. You might need additional funds approved to hire additional Customer Success managers. Additional team members will help keep your CSM ratio reasonable and your team more proactive.

Chief Customer Officer 67

Chief Customer Officer Metrics Consulting Consulting 67

Up Your Service

APRIL 6, 2017

DON’T BE CONFUSED! Service is the foundation for a strong and sustainable culture – and not just one of the many arrows of interest in business. In this short video, Ron explains why service is the fundamental platform for everything else in business, including sales, products, distribution, employee engagement, and more. In this 5 minute video clip, Ron Kaufman unravels the difference between a confused culture and an aligned service culture.

Employee engagement 66

Employee engagement Sales 66

CustomerGauge

APRIL 3, 2017

Is your company spread across continents, countries, divisions or multiple offices? Are you struggling or spending a lot of time trying to get actionable reports out in the face of so much data? If your answer is yes—then hierarchical reporting is the answer for you. Hierarchical reporting enables companies to get more detailed insight into […].

60

60

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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

Clarabridge

APRIL 4, 2017

Last week, Clarabridge won a Temkin Group CX Vendor Excellence Award for the third time. According to the Temkin Group website, “Temkin Group CX Vendor Excellence Awards recognize any type of vendor (software company, research firm, consultant, etc.) that helps its clients deliver great customer experience.” With that in mind, we are delighted to be included among the winners.

Airlines 66

Airlines Feedback Consulting Consulting 66

Amity

APRIL 5, 2017

Let’s say your sales team closes a huge deal. Then one year later, that client decides not to renew. What went wrong? If you’re not sure, it may be time to reexamine your onboarding process. Customer success teams in businesses with recurring revenue spend a significant portion of their time strategizing ways to get a leg up on churn using reactive approaches, without taking the proper steps to build success from day one.

Finance 65

Finance Benchmark Sales Analytics 65

Uniphore

APRIL 6, 2017

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage. That's why it's so important to understand how new technologies can help your company keep that competitive edge in order to best serve your customers and ultimately improve the efficiency of your business Here are four of the hottest technology trends ready to significantly improve

Technology 65

Technology Customer Experience Customer Service 65