Sat.Apr 08, 2017 - Fri.Apr 14, 2017

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Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. The frustration began with fifteen minutes of hold time. Once the customer service representative came on the call, Cindy briefly described the problem.

Banking 245
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Talk About Giving Someone The Suit Off Your Back!

Steve DiGioia

yes, he really did this. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at the Hilton Newark Airport Hotel in 2003. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel.

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Pete Jones of Grypp Talks Sales and Service Platforms

CX Global Media

Does your customer journey go beyond the simple and routine? If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. More sophisticated sales and service interactions require the support of additional assets.

Sales 120
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5 Qualities of Great Customer Service Managers

Customers That Stick

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.

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Reimagine Your Communications With A Unified Platform

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.

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Amazing Business Radio: Adam Dorrell

ShepHyken

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? Shep Hyken interviews Adam Dorrell, the CEO and co-founder of CustomerGauge. First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely w

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Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio

CustomerGauge

CEO and co-founder of CustomerGauge, Adam Dorrell joined Shep Hyken on Amazing Business Radio this week to discuss how companies can monetize a Net Promoter System. In the interview, Shep and Adam discussed some of the findings from CustomerGauge’s 2016 NPS Benchmark Survey, which found that the NPS industry still has a long way to […]. The post Monetizing a Net Promoter System®: Adam Dorrell Joins Amazing Business Radio appeared first on CustomerGauge.

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When Sales Does Service on Social with Phil Gerbyshak

Customers That Stick

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.

Sales 125
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Guest Blog: The Future of CX Lies with Humans Not Robots

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jaime Scott, writes about how engagement is crucial to delivering an excellent customer service experience. Remember that engaged employees work harder, care more about the company, the people they work with and ultimately care more about the customer. – Shep Hyken. Plagued by rising costs, employee churn, absenteeism and declining standards, contact centers across the world are facing a combination of challenges unprecedented in

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Talk Is Cheap… Or Is It?

Contact Center Pipeline

Generally speaking, the idiom “talk is cheap” is understood to mean that it is easier for folks to say what they will do rather than to actually do it. I would like to treat this idiom as a question: Talk is cheap… or is it? Think about this phrase from a contact center perspective. In […].

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Making Sense of Customer Experience Metrics

PeopleMetrics

There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. Technology has created a new age. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

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Leaning Into Customer Loyalty with Adrian Swinscoe

Customers That Stick

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.

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United Airlines’ Actions – Legal but Unwise

Andrew Mcfarland

It may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this.

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Part 2: 2017 SWPP Annual Conference Wrap-up

Contact Center Pipeline

Going to SWPP’s Annual Conference is like going to Workforce Management camp. Surrounding ourselves with like-minded buddies for three days is a powerful energy that rejuvenates us. There were many dedicated people at SWPP this year. The best tag line in the “About Me” section that I saw was from Tony Graczyk, CCWFM Manager at […].

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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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Drumroll Please … MindTouch CTO Steve Bjorg Nominated for Top Tech Exec Awards

Mindtouch

MindTouch’s Co-Founder and Chief Technology Officer, Steve Bjorg , has been nominated for an award as part of the 2017 Top Tech Exec Awards program. In its tenth year, the Top Tech Exec Awards honor the most outstanding information technology executives in San Diego. The Top Tech Exec Awards pay homage to the wealth of talent in our local community who have vision, take risks, and implement new cutting-edge technologies, all in the name of making their organizations more connected, more pr

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How to Scale Customer Support without Growing Pains

aircall

When your operation is in its infancy, it’s easy to dispense personal, dedicated, effective customer support. However, as your business grows (and if you offer excellent customer service, chances are, it will), so will your support team. You’ll have to scale customer support, and this is where things get complicated. When your reach is limited, it’s easy to remember each and every client, to cultivate a personal relationship with them.

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Building a Culture of Customer Care Isn’t Easy

Kayako

This is a guest post by Mary Grace. She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. If there is a way for you to solve problems, your instincts are going to tell you to solve it, of course! However, there are certain times when you cannot accommodate your customers’ requests, and while you absolutely hate to let your customers down… sometimes you have to.

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Clarabridge Research Shows 4 ways to Improve CX in the Contact Center

Clarabridge

Clarabridge recently conducted a study of both contact center agents and consumers. We wanted to see where their expectations and experiences lined up when it comes to customer service calls. No surprises here—the customers and agents don’t typically see eye to eye. Dissatisfaction levels are at an all-time high when it comes to contact center calls.

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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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4 Ways CX Leaders Can Improve Their Customer Experience Strategy

McorpCX

Once you define your customer experience strategy and begin the journey down it, you'll likely find a tipping point where people, data, technology and processes start to sync, and the benefits of the hard work become clear for employees and the customers who are the true beneficiaries of a well-executed plan.

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Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)

CustomerGauge

United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […]. The post Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA) appeared first on CustomerGauge.

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The Tipping Point for Loyalty Is Exceeding Customer Needs

Kayako

What do my customers want? This question is on the minds of most CEOs and managers who think about innovating and growing their companies. But sometimes this question makes us get ahead of ourselves. We obsess over how users and buyers could behave in the future instead of looking at what is in front of us now. What we should be asking is: What do my customers need and how can I help them?

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Stop Trying to Eliminate Customer Effort

Sampson Lee

Deploying Customer Effort Score could be destructive under two conditions: using CES as a key metric for your critical touch-point experiences, and, your brand value is not about effortless. It would generate three negative consequences: Drive a disremembered experience. Damage your brand loyalty. Reduce customers’ pleasure. The Original Application Boundary of CES – Service In […].

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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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What the United Airlines Saga Can Teach Every Company

GetFeedback

Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic.

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Employee motivation: Helping your people achieve positive change in their lives is tantamount to improving organizational performance

Robert Davis

By Larry Hunt , Vice President and Practice Leader. Many leaders approach employee motivation from the organization’s point of view, trying to figure out how to get team members to perform better with a primary focus on reaching company goals. It is far better to take Zig Ziglar’s advice: “You can have everything in life you want, if you will just help people get what they want.”.

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Shaping the future of customer experience

Eptica

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Published on: April 12, 2017. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. Research from Gartner found that nearly a third (31%) of CEOs had customer projects as their number one strategic priority for this year , and 37% said that customer experience management was their most important area of technology investment over the

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Enabling Your Modern Workforce

TASKE Technology

Today, we expect information on demand and at our fingertips. In the context of our increasingly mobile workforce, it’s particularly important that the information we rely on to make decisions is accurate, and available both where and when we need it. An accurate view of real-time activity. Proactive management of changes in your contact center has never been more important to customer satisfaction.

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Focusing Your Brand Strategy with Marketing Surveys

GetFeedback

The top questions to ask when developing a brand positioning strategy—and few ways marketing surveys can help you answer them.

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Twitter is Dead, Long Live Twitter (Ask your Customers)

Russel Lolacher

Twitter is dead. No one is on Twitter. Sound familiar? I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time. The truth is, Twitter isn’t dead, it’s just changing. I remember in 2009, when I joined Twitter, it was a. The post Twitter is Dead, Long Live Twitter (Ask your Customers) appeared first on The Upsell.

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Boost Your After-Call Work with Aircall’s “Wrap-Up Time” Feature

aircall

Whether you’re working sales or support, a great deal of your time is dedicated to after-call work. Aircall wants to help agents breeze through their after-call work by introducing a brand new feature : wrap-up time. When a call ends, agents need some time to perform the tasks relative to post call work. These include : Tagging, commenting, assigning the call to another agent.

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