Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is crucial this holiday season—and all year long. Here are three proven ways you can stay off your employee’s Naughty list when it comes to their employee experience.

Consulting 418

Consulting Consulting Customer centricity Customer emotions 418

ShepHyken

DECEMBER 7, 2016

Most companies have a tagline, a phrase or sentence that describes what they are about. Sometimes that doubles as a brand promise. Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

Customer Service 330

Customer Service 330

Steve DiGioia

DECEMBER 5, 2016

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. But as time passes many forget their original stated intent and lean more toward reducing payroll, lowering operational/product costs and finally to increasing profit as their primary goal.

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

Contact Center Pipeline

DECEMBER 8, 2016

Can you believe it? It’s now seven years since we first dedicated our end-of-year Agility Factor column to our worldwide contact center regifting initiative (actually, it is more like a movement than an initiative). In that time, we’ve cleaned up the basement, storage areas, stairwells and even the roof of our collective contact center. Quite […].

Contact Center 100

Contact Center Call Center Management 100

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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.

Beyond Philosophy

DECEMBER 5, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer beh

Brand ambassadors 248

Brand ambassadors Customer centricity Banking Consulting 248

Kayako

DECEMBER 8, 2016

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? 6. What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising.

Customer Service 116

Customer Service Airlines Surveys Marketing 116

Contact Center Pipeline

DECEMBER 7, 2016

The ability to think strategically, solve problems, provide effective feedback and motivate staff—these are the marks of a good leader. What separates good from great often comes down to personal values that are formed early in life. For Nicole Berry, those values are communication, honesty and humility. They compose what she refers to as a […].

Management 100

Management Feedback Personalization Coaching 100

Amity

DECEMBER 9, 2016

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succee

Marketing 109

Marketing SaaS Sales Surveys 109

ShepHyken

DECEMBER 5, 2016

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. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit.

Customer Service 305

Customer Service Customer retention Personalization Customer Experience 305

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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

CustomerGauge

DECEMBER 5, 2016

Do you run? I’m a pretty slow runner, but I love a 10k event—I really put my heart into it. If you are like me, you pace yourself carefully, so you try to run with the optimum amount of energy, and finish with a nice turn of speed. Now, picture yourself about to cross that […]. The post Why Some CEOs Need 5 Quarters, Not 4, to Meet Sales Goals appeared first on CustomerGauge.

Sales 100

Sales 100

Contact Center Pipeline

DECEMBER 6, 2016

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays, and wish you each a very Happy New Year. The end of 2016 marks the end of our seventh year in publication. This achievement is a credit to the Pipeline team who consistently make […].

Contact Center 100

Contact Center Call Center 100

ijgolding

DECEMBER 5, 2016

As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, followed by the cry of ‘yes we can!!’ True to these words, Bob and his trusty sidekicks, Scoop, Roley and Dizzy (among others), do indeed fix things. So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience?

Customer Experience 103

Customer Experience Customer centricity 103

ShepHyken

DECEMBER 6, 2016

Noah Fleming on The Customer Loyalty Loop. Shep Hyken speaks with consultant, speaker and bestselling author, Noah Fleming, about customer loyalty and his new book, “ The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions.”. Not only do they review the four steps of the customer experience, but they also provide tips to make every step a success and how that leads to customer loyalty.

Consulting 255

Consulting Consulting Personalization Customer Experience 255

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

GetFeedback

DECEMBER 8, 2016

The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority.

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aircall

DECEMBER 9, 2016

Ebusiness success is more than just your bottom line. You’ve heard it before, and with good reason: it’s cheaper and yields more value to retain an existing customer than to acquire a new one. Running an ebusiness means running the risk of considering customers as numbers and stats rather than as human being in your brick-and-mortar store. Without the concerns of a tangible business, many ebusiness owners are tempted to cut costs and zero in on their sales margins as the sole indicators of succe

Customer centricity 81

Customer centricity Customer retention Upselling Customer effort 81

Clarabridge

DECEMBER 7, 2016

The Sentiments Blog team recently had the opportunity to chat with Chris Rogers, VOC Analytics Project Manager at Constant Contact. Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Here’s what he had to share: Sentiments: Chris, can you give us a quick introduction to Constant Contact please?

Feedback 81

Feedback Surveys Technical Support Analytics 81

Customer Relationship Metrics

DECEMBER 6, 2016

Is it possible for self-service to trip up your customer experience? So how can you prevent your customers from falling down? In his interview at the Contact Center Demo & Conference (CCDemo) with our Jim Rembach , Chris du Toit of Jacada made me think about the best of both worlds. As I thought about knowing when to send as much call volume to self-service, I began to think how that fit into the veterans’ view of the industry.

Self service 75

Self service Contact Center Analytics Metrics 75

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

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. Author: Vincent Giraud Often when describing the customer relationship, companies talk about beating competitors to win and retain consumers. This is obviously true at a basic level – after all, you will be judged against rivals in terms of factors such as speed of service, helpfulness of staff and price of products.

Multichannel 74

Multichannel Customer Service Marketing Customer Experience 74

Amity

DECEMBER 7, 2016

SaaS Tattler Issue 98 - How to Deliver Mind-Blowing QBRs. Quarterly or Executive Business Reviews are an essential part of every Customer Success Manager's life. QBRs are your one chance to demonstrate your value to your customer, and it's an amazing opportunity to build trusting and long-lasting relationships. The thing with QBRs is, it's all or nothing.

SaaS 71

SaaS Feedback Consulting Consulting 71

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. In fact, it’s become the new normal for companies to bombard us with their requests for feedback. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? To get an answer, we did a study.

Surveys 64

Surveys Metrics Feedback Customer Experience 64

Andrew Mcfarland

DECEMBER 6, 2016

There are several widely held, common ideals related to providing customer service that actually run counter to corporate goals. Unfortunately, they have become so ingrained in our business psyche that many have stopped questioning their veracity. So, refuting some of.

Customer Service 63

Customer Service 63

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

Avaya

DECEMBER 5, 2016

All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. Doing so puts IT departments and their mission-critical networks at considerable risk. We’re raising awareness about the true value of having legitimate Avaya support services for your communications. We want to help IT managers learn that selecting the right support provider and service levels matters.

Technical Support 64

Technical Support Service level Engineering Management 64

Amity

DECEMBER 5, 2016

For those just getting a Customer Success platform or reporting system up and running, deciding what metrics to track can be confusing. There are so many data points in Customer Success, but which are the ones that really give you insight into the health of your customer, and which ones should you prioritize right away? Total Usage/Users and Days Since Last Login: Understanding the amount of users using the platform and the frequency at which they are using it will give you insights into how muc

Upselling 70

Upselling Accountability Metrics Management 70

GetFeedback

DECEMBER 8, 2016

The world may be more connected than ever, but people are tuning out. If you're looking to grow organically, customer engagement has to be a priority.

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60

Provide Support

DECEMBER 6, 2016

Best Articles for Managing Your Live Chat Support. Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers. In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support. Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximiz

Management 63

Management Best practices Customer Service 63

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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

CX Journey

DECEMBER 7, 2016

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet. A few years back, I was working at a mid-sized software company and was part of a project team looking to overhaul our pricing and packaging. The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing.

Upselling 64

Upselling Customer centricity Feedback Customer Experience 64

ForeSee

DECEMBER 8, 2016

Fresh off the heels of the big black Friday holiday shopping sales bonanza, you may have noticed lots of well-known organizations coming out of the woodwork to offer reports on. The post Retailers: Are you tapping the right expertise? appeared first on ForeSee.

Sales 55

Sales Benchmark 55

ijgolding

DECEMBER 8, 2016

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, becoming acutely interested in only the problems they think are most pressing.

Surveys 51

Surveys Customer centricity Metrics Feedback 51