ShepHyken
JANUARY 4, 2017
To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” I’ve done something like that most years. Instead, I’d like to kick off with something a bit more manageable. Not seventeen ideas, but just one. Not only is the focus on one idea, but really it’s just one word. And, that word is… alignment. .
Beyond Philosophy
JANUARY 3, 2017
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. First, a little dictionary diving is required. The word ‘chronos’ may be familiar to some. In ancient Greek, it means “time” or “order”, like chronology or sequence. Kairos is probably less well-known. It means, essentially, doing something at the right instance, in other words a moment of truth or when something of significance happens.
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Callminer
JANUARY 3, 2017
In a world of uncertainty, being able to make informed decisions in response to changes will be vital to success.
CustomerGauge
JANUARY 6, 2017
Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth. With that in mind, we thought it would be extremely […]. The post The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017 appeared first on CustomerGauge.
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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.
ShepHyken
JANUARY 3, 2017
Thomas A. Stewart and Patricia O’Connell on. How to Deliver an Exceptional Customer Experience. – By Design. Is your business equipped to deliver exceptional customer experiences? Shep Hyken speaks with Thomas A. Stewart and Patricia O’Connell, authors of the new book “Woo, Wow and Win: Service Design, Strategy and the Art of Customer Delight,” who assert that a customer’s experience should be designed just as thoughtfully as your product was designed.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Customers That Stick
JANUARY 2, 2017
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CustomerGauge
JANUARY 4, 2017
If you’ve traversed the health care system in the United States, chances are you have a rather long list of complaints. Before the mid-1980s, there were few options when it came to getting quick medical care on an outpatient basis. From unbearably long emergency room wait times (and the associated large bills) to the growing […]. The post Patient Experience in the Age of Urgent Care appeared first on CustomerGauge.
ShepHyken
JANUARY 6, 2017
This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. – Shep Hyken. If you’ve read or seen any media lately, you know that the Artificial Intelligence hype is off the charts.
Contact Center Pipeline
JANUARY 4, 2017
Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. This is the follow-up to our widely read 2016 report with year-to-year comparisons. […].
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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
aircall
JANUARY 6, 2017
Interviewing for a new job can be a nerve-wracking experience. You want to make a good impression and make sure that the position suits you. This article is here to help you navigate a call center interview and make the most out of the opportunity. Getting ready for a call center interview ahead of time. To be better prepared for your call center interview, you can do some research ground work.
Ian Jacobs
JANUARY 5, 2017
Over the holidays, I was a guest on the Modern Customer Podcast , a wonderful podcast hosted by Forbes' blogger Blake Morgan. She describes the podcast as providing "surprising and counter-intuitive insights on customer experience, social customer service and content." No pressure there, then. During our episode, Blake and I discussed the ways that increased usage of self-service has begun to dramatically transform the jobs of customer service personnel and contact center agents.
ShepHyken
JANUARY 2, 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. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. (Harvard Business Review) Think about the last time you flew.
Contact Center Pipeline
JANUARY 3, 2017
Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and time. How many times have you revamped your program in the last few years? Are your agents using the customer’s name, confirming their account number, repeating back the customers problem? It’s […].
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.
ClearAction
DECEMBER 31, 2016
2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Like most resolutions, what’s new is less about shiny objects and more about mastery of down-to-earth principles. It’s all about keeping your eye on the prize with a sensible plan. Tech gizmos may add excitement or ease, and trends or predictions may be meaningful in your unique situation or not.
Amity
JANUARY 6, 2017
With the start of the New Year, the goals of customers are on my mind and the minds of many customer success managers. It’s no wonder. Goals help customers achieve success. They make it possible to align expectations. They focus efforts on what’s most important. Later, they will help to evaluate a customer’s progress and the value they’ve realized.
Influitive
JANUARY 4, 2017
These tips were originally published in our eBook, Inspiring Customers to Create Content for You: A Marketer’s Guide. As a B2B marketer, you have boundless opportunities to turn your happiest customers into content collaborators. Involving customers in your content marketing strategy has lots of benefits, including: Uncovering better content ideas and new customer success stories.
Kayako
JANUARY 4, 2017
Power has been handed back to service, support and success teams. Boards are now seeing that great customer service does contribute to the bottom line. After all, excellent customer support can turn customers into loyal advocates resulting in more revenue. But customer service is just a smaller piece of the whole company. It takes the whole company to be customer-driven and become the customer’s advocate for a great service experience.
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!
Envision
JANUARY 6, 2017
There’s no denying that every business today, regardless of size or industry, is driven by two simple words: customer experience.
Amity
JANUARY 4, 2017
Customer Success teams cannot succeed if they are operating in a vacuum. I will repeat this statement: Customer Success teams cannot succeed if they are operating in a vacuum. What does that mean and how do you make sure that your Customer Success team never enters into that “vacuum”? Customer Success as a department has not been around for many years and is a new concept to many.
Vonage
JANUARY 5, 2017
Less than 15 years ago, online shopping had yet to take off and your target consumers were happy to research and buy products at bricks and mortar stores. In the age of social media, smartphones and self-service, things are very different. Today’s customers are screen-addicted, hyper-connected and harder to please than ever. To help you keep up with their sky-high expectations moving forward, here are five ways your company can improve its service offering for the customer of tomorrow. #1 Connec
Topdown
JANUARY 3, 2017
With the explosion of marketing technologies (martech) in recent years and more and more of the responsibility for customer experience (CX) management falling under the marketing umbrella, marketing leaders find themselves increasingly involved in the technology purchasing process. Some CMOs are working more closely with CTOs and CIOs. Others are morphing into CMTOs (chief marketing technology officers) because tech has become such a central piece of modern enterprise marketing.
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.
ijgolding
JANUARY 4, 2017
New Years Resolutions. Three simple words – simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like most, have regularly made a commitment to myself (and sometimes others) of things I will be committing to doing more of (or less of) in the new year.
Mindtouch
JANUARY 5, 2017
This article has three main sections: Watch, Assess, and Understand. Each walks through the importance of the communication that individual departments are responsible for during the customer journey. View the following video with these questions in mind: How many solutions does your company have for supporting the entire customer journey (pre-sale to renewal)?
Influitive
JANUARY 5, 2017
B2B marketers can be pretty vain. All they usually do is talk about how great their products or services are… instead of letting their customers say it for them. With that in mind, we decided to create a fun video marketing campaign to get people talking—or shall I say, “singing”—about vain marketers. Everyone knows Carly.
ForeSee
JANUARY 3, 2017
If I was a retailer that hadn’t bothered to develop a mature CX strategy, the news about Amazon’s new checkout-less grocery store would be alarming. However, those that have been. The post Why CX still rules in a world with Amazon’s checkout-less retail stores appeared first on ForeSee.
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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
JANUARY 3, 2017
Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. If you get it wrong, the negative PR will spread like wildfire. However, it’s not all bad.
CSM Practice
JANUARY 1, 2017
In the technology industry, customer success management is developing into a vital department. Setting up a customer program involves ensuring the success of your customers and, thereby, keeping them as customers for the long term. Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs.
Ian Jacobs
JANUARY 5, 2017
Over the holidays, I was a guest on the Modern Customer Podcast, a wonderful podcast hosted by Forbes’ blogger Blake Morgan. She describes the podcast as providing “surprising and counter-intuitive insights on customer experience, social customer service and content.” No pressure there, then. During our episode, Blake and I discussed the ways that increased usage […].
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