Sat.Jan 24, 2015 - Fri.Jan 30, 2015

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My First 90 Days: The Secrets You Must Know About Your New Job

Beyond Philosophy

'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.

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Faces of Customer Experience: Carol Euliss

Customers That Stick

'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.

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Trending Sources

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Demystifying the Ritz-Carlton Secret of Legendary Customer Service

Win the Customer

'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].

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Adam Ramshaw: Proof that Exceeding Promises does not pay off

Bill Quiseng

One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.

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The 2023 Verint Experience Index: Retail

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

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You Can’t Legislate Customer Centricity

Beyond Philosophy

'President Obama’s sixth address to the union was last night. He touched on several key issues citizens in the US are familiar with from unrest in the Middle East to the need for better opportunities for middle-class families to thrive in the economy. One interesting bit of his speech touched on an important issue for Customer Centricity: data breaches.

More Trending

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Why You Still Need the Telephone in Customer Service for an Experience Advantage

Win the Customer

'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].

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How to Respond to a Negative Review

customer sure

Takeaway: Respond politely, promptly and sincerely to negative reviews. Apologise, fix the problem and demonstrate your dedication to service to prospective customers. Reading time: 7 minutes. There’s a ton of value to be had from reviews. Even negative reviews. But what’s the best way to approach your response? Every online business will receive negative reviews once in a while.

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Earning authority as a Customer Experience Professional – the importance of professional development

ijgolding

'When I started out on my Customer Experience career many years ago, I had no idea that Customer Experience would ever be recognised as a profession. As I started to influence the organisation I was working for, I also did not realise that to be the best Customer Experience Professional I could be, I was […].

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WFMing on a Mac and in Excel Without Add-Ins

Contact Center Pipeline

Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? On a PC this is easy… just install the free Erlang Add-In for Excel and you can hit the ground running. But this doesn’t work on a Mac. Why? Because Mac doesn’t […].

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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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Mining the Strength of SAS Software for Enhanced Customer Experiences

Win the Customer

'Advanced analytics digs deep to give meaningful, relevant information about solutions and processes, helping you make better customer impacting decisions. How would you like to have a better grasp on how your marketing department is doing? What about accounting turnover or HR inefficiencies? How does your call center perform in your industry? What do your […].

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Exploring the Elusive ROI of Customer Experience Management

ClearAction

Exploring the Elusive ROI of Customer Experience Management. Many of us subscribe to customer experience management (CXM) as promising substantial business results by (a) encouraging customers to say great things about your company (growing the funnel of prospective buyers) and by (b) encouraging customers to buy more (expanding share of budget, buying from more product lines, and buying premium offerings).

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Our Award-Winning Voice of Customer Technology: Present and Future

ForeSee

'Answers recently ranked 11th on Forbes’ 2015 list of America’s Most Promising U.S. Companies for our continuous innovation in enabling brands to harness the voice of their customers to continuously improve their products and services. We’re proud to be named to this list, and wanted to share a few highlights from the past year that helped us get there.

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Why Training Matters: Linking Training Program Success to Larger Company Goals

Contact Center Pipeline

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the Future,” I’m sure, there are lots of things we haven’t quite perfected yet. And while I think we should at least have hoverboards so we can pick up a delicious dehydrated […].

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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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Stop Getting in the Way of Customer Experience [and a Free Assessment]

PeopleMetrics

'I found a fun subreddit yesterday. It’s called Desire Path. It’s a collection of well-worn paths, typically made by people cutting corners or avoiding obstacles. I’ve been laughing about the silent democracy of it all. And I’ve been thinking about how a simple path says a lot about good customer experience and design. The Quiet Customer. We often talk about listening and responding to customer feedback.

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Guest Post: The Importance of Personal Growth for Customer Service Professionals

ijgolding

'This week I am focusing my blog on the importance of developing ‘authority’ as a Customer Experience Professional in celebration of the upcoming CXPA Members Insight Exchange on the 10th February in London. If you have not read all about how to earn authority as a Customer Experience Professional here. I am delighted to follow […].

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Why Customers Really Leave

CX Journey

'Image courtesy of James Cridland Have you ever wondered why customers say they buy your products based on price - and then, in the end, they also stop buying because of price? What''s that phenomenon all about? In a nutshell, the answer lies in the value received (a) for the price paid and (b) relative to the competition or to alternative products.

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Map Your Customer’s Journey

Contact Center Pipeline

Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to perform everything from initial research to the final transaction means that companies must understand the modern customer experience and integrate cross-organizational support for it as part of their overall customer service […].

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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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Comcast Commits to Customer Experience (Well, After the Name-Calling)

PeopleMetrics

'In a tough financial stretch, the Brown family decided to cancel its Comcast cable service. And what started with a sensible budgeting decision turned into name-calling. As reported by Christopher Elliott (and later, CNNMoney ), when Ricardo Brown received his last bill, he noticed a not-so-subtle change to his name: (from Elliott.org). Ricardo’s wife, Lisa, tried to fix the issue herself.

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The Blind RFP

CustomerServ

There are dozens of reasons why companies issue an RFP for call center services. But, what is the methodology used to construct the RFP recipient list? Which vendors are on the list and why? Has the client narrowed the list by pre-screening vendors? Or, is the RFP issuer simply casting a wide net to a multitude of suppliers? I’d like to explore the subject of blind vs. pre-qualified RFP distribution and distill different points of view.

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The Other Golden Rule

CX Journey

'Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies. There''s this notion that it''s not as important for B2B companies, that it can''t be impacted, or that it doesn''t matter because B2B is just a different beast.

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What Causes Slow Service?

Contact Center Pipeline

Speed is the ultimate compliment that we can pay our customers. It shows that we value their time and we recognize they have better ways to spend it than conducting business with us. What causes slow service? Increased complexity makes all kinds of contacts longer, as does the increase in regulations regarding customer authentication. There […].

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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How to Provide Better Customer Support in 2015

Talkdesk

I know what you are thinking. Each year our team makes a New Year’s Resolution to put the customer first, but that’s about as far as it goes. No one really knows what that means, or how to actually put the customer first. So why is 2015 any different? Because failing to provide customer-centric support could literally sink your business in 2015. Why?

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Is There Such a Thing as Ensuring Data Security?

Platform28

There is data security, and this is how we do it. We’ve all been hearing and reading the news stories about major corporations seeing huge security breaches. If you think about what happened at Home Depot or at Target late last year, it seems like company after company have been reporting data security failures that have put their customers (and their data) at risk.

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Big Data in physical security

Customer Interactions

'Recently, NICE’s Dr. Bob Banerjee was interviewed for two articles on Big Data for the new ASSA ABLOY Future Lab website. I invite you to read the full text of the second article below: In our previous article about Big Data we learned that retail giants like Amazon use Big Data to analyze purchases and boost sales. But how is Big Data currently being utilized in the realm of physical security?

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5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland Blog

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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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8 Key Customer Service Skills All Call Centers Need to Succeed

Win the Customer

'To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% […].

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5 Secrets of Accurate Scheduling in a Multichannel Contact Center

Brad Cleveland Blog