ShepHyken
APRIL 12, 2017
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.
Customers That Stick
APRIL 10, 2017
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Steve DiGioia
APRIL 10, 2017
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.
CX Global Media
APRIL 10, 2017
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.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
ShepHyken
APRIL 11, 2017
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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PeopleMetrics
APRIL 10, 2017
Too many businesses put all their efforts towards optimizing their sales funnels and forget about what comes after a customer makes a purchase. The sale is the beginning of your customer relationship, not its culmination. Continuing to build the relationship can turn a customer from a one-time buyer to a true fan and promoter of your business. Promoters are more likely to share their positive opinions about your business, either by writing reviews or defending your company against criticism.
Contact Center Pipeline
APRIL 13, 2017
I had the opportunity to participate in a team-building exercise known as the escape room. An escape room is a physical adventure game in which players are locked in a room for one hour and have to use elements of the room to solve a series of puzzles. Once solved within the time limit, you […].
ShepHyken
APRIL 14, 2017
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
CustomerGauge
APRIL 12, 2017
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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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Customers That Stick
APRIL 8, 2017
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Contact Center Pipeline
APRIL 12, 2017
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 […].
ShepHyken
APRIL 10, 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. Improving Customer Experience Through Customer Data by Daniel Newman. (Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term.
PeopleMetrics
APRIL 12, 2017
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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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Andrew Mcfarland
APRIL 11, 2017
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.
Contact Center Pipeline
APRIL 11, 2017
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 […].
Mindtouch
APRIL 13, 2017
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
aircall
APRIL 12, 2017
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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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Clarabridge
APRIL 11, 2017
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.
Kayako
APRIL 11, 2017
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.
McorpCX
APRIL 11, 2017
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.
Sampson Lee
APRIL 10, 2017
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 […].
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Influitive
APRIL 11, 2017
Are branded communities living up to organizational expectations? Although hopes are high, B2B online communities frequently become nothing more than dead zones featuring the occasional support question—a far cry from their vibrant consumer counterparts. However, all that is changing. Recent research from CMX and Influitive on B2B communities shows that more and more organizations are.
Kayako
APRIL 13, 2017
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?
CustomerGauge
APRIL 13, 2017
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.
GetFeedback
APRIL 12, 2017
Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Robert Davis
APRIL 11, 2017
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.”.
Amity
APRIL 13, 2017
The same engagement strategies won’t work for all customers. The wrong actions, sent to the wrong customer at the wrong time can be deal-breakers. Each and every single engagement Customer Success teams should have with their customers - whether that’s in person, online, or automated - should deliver value and drive adoption and advocacy.
TASKE Technology
APRIL 11, 2017
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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