Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Steve DiGioia
JULY 27, 2015
This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].
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Contact Center Pipeline
JULY 31, 2015
Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Other hot topics for the month included omnichannel strategy, contact center metrics and employee engagement. Customer Perception: Offshore vs. America In the course […].
Win the Customer
JULY 28, 2015
By leveraging millennials common characteristics of honesty, confidence, and passion, your organization can make the leap in customer experience and take it to the next level. Being a millennial is a strange experience in today’s world. On one hand, you’ve got many people from previous generations hating on you for being an unrealistic, arrogant dreamer.
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Beyond Philosophy
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Contact Center Pipeline
JULY 30, 2015
In The 7 Habits of Highly Effective People, Stephen Covey articulates this habit so clearly when he asks the reader to picture … their own funeral. He describes the setting and the speakers, one from each area of the reader’s life. He asks: What would you like each of these speakers to say about you […].
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
Andrew Mcfarland
JULY 28, 2015
Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].
Steve DiGioia
JULY 30, 2015
This original article was written by Steve DiGioia. A great customer experience is like a hamburger…it comes in 4 parts. Each part cannot stand alone, all must work together to complete the experience. â–şThat’s Ok, you can share this photo with your friends. Please just tell them you found it here. The post The Customer Experience Hamburger appeared first on Steve DiGioia and was written by Steve DiGioia.
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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
Contact Center Pipeline
JULY 29, 2015
As many of the discussions at Engage 2015, Verint’s Global Customer Conference, highlighted, analytics provides valuable insights into customers’ needs and expectations. To really delve into the “why” behind their actions, it can be helpful to provide customers with multiple methods for providing feedback. I met with Nancy Porte, VP of Global Customer Experience, at […].
CSM Magazine
JULY 27, 2015
Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship. Not everyone that deals with your firm is going to be happy with your product or service. Handling customer complaints properly can help you deal with the issue at hand, while giving you the opportunity to retain the customer.
Provide Support
JULY 28, 2015
Transforming customer service at a small business. Limitations offer the biggest challenges to us, but at the same time they are the best boosters of creativity and inspiration. We all know that a distinguishing feature of almost every small business is their limited resources. There are not enough people, not enough budget to implement great ideas and purchase professional customer service tools.
Amity
JULY 31, 2015
Quick—name an industry that requires you to ensure your customer’s customer’s success. Yes, you read that right. Not just your own customer’s success, but your customer’s customer. I can think of no other than the practice of customer success management (CSM). People purchase products to achieve a particular set of outcomes. In the practice of customer success, the unique position of the SaaS customer success manager requires a deep understanding of those outcomes; and those outcomes are invaria
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.
Contact Center Pipeline
JULY 28, 2015
Our omnichannel series has offered key insights from industry experts on the top challenges that contact centers face when transitioning their strategy from multichannel to omnichannel, the important first steps to take on your journey, how to prioritize customer channels, and how to track the customer’s experience through multiple channels. In this post, our experts […].
CSM Magazine
JULY 31, 2015
Find out how your customers view the service they receive and you will be able to deliver that little bit extra. Do you know what your customers think about your business? What is their view of the service they receive? Are you listening to your customers? Are you putting your customers first? Have you looked at your business from your customers’ perspective?
CX Journey
JULY 30, 2015
Image courtesy of picturetakingone I originally wrote today's post for DuSentio; it appeared on their blog on March 23, 2015. I won't take the sports analogy very far, but what is the CX end game? Why should companies be focusing on customer experience? That seems like a crazy question to ask in 2015, yet there are still so many CX professionals who are struggling to convince their executives of the importance of committing resources to improving the customer experience.
Amity
JULY 28, 2015
So you’ve landed a new customer. Congratulations! Guess what? You are now in a race against time to demonstrate your product’s initial value. Customer success managers, minimize time to first value—reduce churn. Once you’ve completed the normal administrative tasks to activate your customer, the clock starts ticking. In the SaaS subscription world of outcome-driven, recurring revenue, that means let the coaching begin!
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!
LiveChat
JULY 30, 2015
You can take your customer service from good to great speeding up your support. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other customers , at the same time. To handle that kind of workload, you need efficiency that comes with certain communication skills. Things like mental and technical shortcuts, better understanding of what customers need and changing the way you form your replies will allow you to save time and better help
CSM Magazine
JULY 29, 2015
According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago. This incredible jump indicates just how exponentially the importance of customer experience has grown and highlights how making customer experience count is absolutely critical to all businesses cross any vertical market.
Uniphore
JULY 29, 2015
Richard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Customer Interactions
JULY 27, 2015
​Today's consumers expect an effortless and personalized experience; they are used to digital experiences provided by the likes of Google or Facebook, and feel frustrated by the fact that speaking with their bank is a completely different story.
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.
LiveChat
JULY 30, 2015
You can take your customer service from good to great speeding up your support. It’s all about scale. Once you get everything right when talking to one customer, it’s time to do it with six other customers , at the same time. To handle that kind of workload, you need improve communication skills in your team. Things like mental and technical shortcuts, better understanding of what customers need and changing the way you form your replies will allow you to save time and better help your customers
CSM Magazine
JULY 27, 2015
The Association of Convenience Stores (ACS) has launched new guidance for retailers on how to meet the needs of disabled customers in store. The guide has been developed in partnership with the Business Disability Forum, and covers a range of issues including wheelchair access, how to assist blind or visually impaired customers and how to assist those with learning disabilities.
Brad Cleveland Blog
JULY 31, 2015
As the world becomes increasingly connected, the Internet of Things, or IoT, is becoming more prevalent. (IoT refers to the connection of wireless devices to the Internet and to each other. These devices have the ability to sense their environment, … Continue reading → The post How Will the Internet of Things Affect Customer Service? appeared first on Brad Cleveland.
Customer Interactions
JULY 29, 2015
Too often, when we talk about customer experience we usually, focus on improving NPS (getting more and happier promoters), When Compliance meets CX, more specifically when Compliance meets bad CX, Organizations get their worst detractors. We all know what impact those customers can have in terms of brand damage and NPS score. While virtually every institution tracks complaints, the number of complaint intake channels has increased dramatically in recent years.
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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.
Vonage
JULY 29, 2015
Building a culture of customer service excellence is key to building and sustaining a company’s livelihood in almost any industry. Here’s why: The number of interactions between customers and employees is nearly infinite, and the chances to get things wrong or right are nearly innumerable. There’s no way someone in a leadership position can dictate how every single one of those employee-customer interactions will play out.
CSM Magazine
JULY 29, 2015
MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. CXMasters will be held September 14-17, 2015 in Salt Lake City. “The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bas
Brad Cleveland Blog
JULY 28, 2015
You bet. Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around … Continue reading → The post Can Social Media Generate Revenue? appeared first on Brad Cleveland.
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