Sat.Dec 06, 2014 - Fri.Dec 12, 2014

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Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for

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Infographic: What Customers Experience Holiday Shopping

Customers That Stick

'Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States.

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Trending Sources

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This Holiday Season, Give Your Customers the Gift of Success

Win the Customer

'Should making the customer happy really be your company’s priority? Is that an effective strategy? You’ve heard this adage in many different ways: “the customer is always right,” “treat each customer like they’re the only one…” the list goes on and on. Yet, should making the customer happy really be a company’s priority? The answer is […].

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Norwegian – Customer Experience Review

ijgolding

'Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.

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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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Top Ten Mistakes Cultures Make with Customer Experience

Beyond Philosophy

'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.

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3 Ways to Deliver a Personalized Customer Service Experience

Win the Customer

'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].

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4 Reasons Why Holstee Are Brilliant At Building Relationships

customer sure

Ever feel like some companies have an endless supply of outstanding relationships? With bloggers. Journalists. Celebrities. Influencers. And customers. Have you felt that pang of jealousy too? But really there’s no need for you or I to give in to envy. Instead – let’s be inspired. And determined to learn and improve. Holstee are one of those companies.

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‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!

ijgolding

'In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised as one of the UKs most trusted brands is one. Ryanair sounding their bugle when arriving at a destination on time is another.

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Want to build trust with your customers? Recommend a competitor.

Genroe

by kevin dooley . Amy Scott sent me through her Christmas article and I liked it so much I asked her if I could publish it on the blog. Luckily her answer was yes so everyone can benefit. Over to you Amy… Want to build trust with your customers? Recommend a competitor. When you first see this you must be thinking “Are they crazy why on earth would I want to give business to my competitors?”.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Customer Service Consultant: 7 Ways To Make (Immediate) Customer Service Improvement

Micah Solomon

'The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to st

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What Video Games Can Teach You About Customer Experience

PeopleMetrics

'Okay, for the impatient, here’s the answer: Flow and Design. Great. That was easy. Still here? Alright then. Let’s dig in. Level 1: Flow. Here’s a fun name you may have never heard before: Mihaly Csikszentmihalyi. It’s pronounced something like “Me-high Cheek-sent-me-high-ee.”. Let’s try all. All together now: Mihaly Csikszentmihalyi. Pretty good. (We’ll work on it.).

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Closing the Loop on CX Improvements

CX Journey

'Image courtesy of rovingisydney Do you close the loop with your customers? One of the most important best practices of any world-class VoC initiative is to close the loop with customers. They take the time to tell companies what they like and don''t like about products and services; as a result, companies must listen and respond, both by making changes and by letting customers know what improvements have been made.

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Why Customer Success is Critical Today

Amity

As SaaS companies increasingly look beyond simply closing a new customer and towards increasing the value of the customer relationships over time , businesses are zeroing in on the role of customer success to add value, influence customer outcomes, and build loyalty to increase revenue. But there is much more. Customer Success is critical today because what most SaaS companies fail to realize is Customer Success is more than avoiding churn , it’s also a key component of the entire SaaS inf

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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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Why Outside-In Thinking Is So Difficult

360Connext

Whenever embarking on a customer experience investigation , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. It’s easy to think, “I get it. I get what our customers experience with us.” But here’s why outside-in thinking is so difficult: When you are working within your role in any organization, there are certain truths.

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Lightweight Agent Scripting using Zendesk’s Sidebar App

Zingtree

Some of our customers have asked how to integrate Zingtree inside the Zendesk Agent interface. This can be really helpful for call centers especially, as an agent on the phone can go through a Zingtree script to help the customer on the other end of the call. You can easily set up a simple solution using the Zendesk Sidebar Icon app as follows: In Zingtree, log in, open a tree, and go to Tools, Deploy (or directly here ) to get the URL for the Sidebar app.

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The Metrics Before the Storm

CX Journey

'Image courtesy of Jessica Today I''m pleased to present a guest post by Sabrina Bozek. It was a dark and stormy survey With questions to weigh Like “Recommend Me?” and “¿Por qué?” Anonymity not a card you can play. But before the clouds roll in, Prepare your ship for the task to begin. Don’t be weathered by the prep at first, Customer feedback can navigate the worst.

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Why Customer Success is Critical Today

Amity

As SaaS companies increasingly look beyond simply closing a new customer and towards increasing the value of the customer relationships over time, businesses are zeroing in on the role of customer success to add value, influence customer outcomes, and build loyalty to increase revenue. But there is much more. Customer Success is critical today because what most SaaS companies fail to realize is Customer Success is more than avoiding churn, it’s also a key component of the entire SaaS infrastruct

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Intelligent Call Routing

Platform28

Accuracy is everything, route calls fast and to the right people. Intelligent Call Routing stops wasting your customer’s valuable time and gets them to the person they are looking for pronto. Platform28 Intelligent Call Routing ensures the highest degree of accuracy in allocating inbound calls to the right agent at the right time. Pre-defined parameters can be set to enable the contact center solution to automatically route calls to the right agents, at the right time regardless of the agents’ l

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How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland Blog

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Auto Attendant

Platform28

Customers will never hit zero again. Auto Attendant is your customer’s guide to get them to the person who can help. Platform28 Auto Attendant offers a dial-by-name directory and is a feature of the platform’s voice-enabled IVR. This ‘automated receptionist’ provides callers with a professional greeting and routing options that allow them to reach the correct destination the first time, improving efficiency and customer satisfaction.

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Phones for the Enterprise

Platform28

Phones for the Enterprise: Scalable, feature rich and unquestionably secure. Support your business growth with a PBX communications platform that’s born to scale. Platform28 PBX is cost effective and designed to support the demands of our enterprise customers, including stringent data security and compliance requirements. We leverage native SIP-based environment, allowing voice and data to run over the same network connection. 1.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Data Capture Solutions

Platform28

Connecting with your customer builds trust. The more you know about your customer, the better you can serve them, and that means Data Capture. Data Capture Solutions and “lookup” transform simple phone interactions to rich, unique experiences that can be customized to each user. These features form key elements of Platform28’s advanced IVR solution that create the foundation for enhanced customer experience.

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Variable-Based Routing

Platform28

Convenience is everything — IVR with Variable-Based Routing personalizes their experience. Customized variables provide your customers the right options to get the help they need. The best known example of variable based routing goes something like this: “Please say or enter…” But the dialog options are practically limitless. Platform28 IVR enables customers to enter voice or DTMF responses.

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Speech-Enabled IVR

Platform28

The right information is the currency for client satisfaction. With Speech-Enabled IVR, listen to what they need first hand, and get them quickly to the right answers. With features such as accurate speech recognition, touch-tone selection and caller prompts, Platform28 Speech-Enabled IVR allows organizations to effectively process high call volumes and reduce the frustration callers experience waiting for an agent for extended periods of time.

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Self-Service IVR

Platform28

Self-Service IVR that truly elevates CEX. Serve your customers by guiding them to the right places, people or information. Platform28 personalized self-service IVR allows customers to access the information they need when they want, via its feature-rich self-service functionality. Self Service IVR: Shortens call times. Improves deflection rates. Reduces misrouted calls.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland Blog