Beyond Philosophy

FEBRUARY 27, 2017

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic. The new rewards program will be the first in the industry to allow members to combine points and money for a hotel visit. Members can also combine points with friends or family members for free, or use points to buy things on Amazon.com.

Chief Customer Officer 334

Chief Customer Officer Airlines Morale Employee engagement 334

Callminer

FEBRUARY 28, 2017

Top Call Center Conferences 2017: 49 Must-Attend Events to Learn the Latest Trends and Technologies for Boosting Call Center Performance Call centers remain the most important customer channel companies have; indeed, Forrester claims that 73% of consumers opt to call when they need service, and a study by Arizona State University finds that customers are 11 […].

Call Center 265

Call Center Technology Best practices Analytics 265

ShepHyken

MARCH 1, 2017

Some of you may be familiar with the 1970’s and 80’s hit TV show M*A*S*H, based on the novel and movie by the same name. The series premiered in 1972 and played for eleven seasons. While, most refer to the show as a sitcom, some view it more as a “dramedy” than a comedy series because of the heavy dramatic setting, which was a medical unit in the Korean War.

Customer Service 236

Customer Service Customer Experience 236

Steve DiGioia

FEBRUARY 27, 2017

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note. Here’s my story…. I haven’t taken the train into New York City, from my home in New Jersey, in roughly 10 years.

Customer Service 133

Customer Service 133

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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

FEBRUARY 28, 2017

On his first day on the job as U.S. Secretary of State, Rex Tillerson stood before a crowd of State Department employees and introduced himself. “Hi, I’m the new guy.”. The humble comment brought laughs because, until recently, Tillerson was CEO of ExxonMobil, one of the biggest companies in the world. But it also reflected something very true about Tillerson’s status: cabinet secretary or not, he was a brand new employee in unfamiliar territory.

Construction 328

Construction Feedback Consulting Consulting 328

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. These are great strategies to help take care of your internal customers. – Shep Hyken. Cross-departmental collaboration is a reflection of a healthy internal culture. When employees feel comfortable working together, communicate effectively, and understand each other’s roles and functions within the system, your customer feels

Surveys 206

Surveys Feedback Customer Service Management 206

Contact Center Pipeline

MARCH 2, 2017

This all started 8 years ago… in March 2008. It was a 24-page issue. We had 3 sponsors… and not many more subscribers than that!! We built a Web site with no content and a database with no subscribers. Shucks… we had more people on our team than we did subscribers! You know the one […].

Contact Center 100

Contact Center 100

Beyond Philosophy

MARCH 1, 2017

Even if you didn’t watch the Super Bowl, you probably checked out this year’s commercials. I certainly did. I laughed out loud at Melissa McCarthy pratfalling her way through environmental causes in an ad for Kia’s Niro hybrid. And no matter what you thought of the controversial 84 Lumber commercial , it was hard not to be touched by the hopeful face of the little girl setting off on a long journey.

Journey mapping 288

Journey mapping Customer emotions Consulting Consulting 288

CustomerGauge

FEBRUARY 28, 2017

Introducing CustomerGauge 4.0! Like a proud parent parading our child’s 1st place prize, we’re happy to brag about our newest release, which we began rolling-out yesterday. This new release involved 18 months of planning and engineering. During that time, we listened closely to hundreds of customers to understand how they used customer feedback and shared […].

Engineering 104

Engineering Feedback 104

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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

ShepHyken

FEBRUARY 28, 2017

Kyle Christensen Says Don’t Cut That Cord: How Technology Will Help You Deliver a Better Customer Service Experience. Rather than attempt to cut the costs of delivering customer service on the phone, how you can use that opportunity to actually increase customer satisfaction and revenue through the use of technology? Shep Hyken speaks with Kyle Christensen, VP of Marketing at Invoca, about using technology to create a better customer experience.

Technology 195

Technology Accountability Enterprise Marketing 195

Contact Center Pipeline

MARCH 1, 2017

Few doubt the importance of trust in the success of a contact center. It is one of those foundational elements that may be difficult to isolate, but it has an impact on nearly every measured result. Agents need to trust in their leaders, to believe they are not only competent but will take agent perspectives […].

Contact Center 100

Contact Center Coaching Call Center Management 100

PeopleMetrics

MARCH 1, 2017

If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. It’s statistically accurate, high-level, and shows trending data—all great things for market researchers.

Feedback 99

Feedback Banking Surveys Management 99

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Over time, they develop expectations about your brand and service standards.

Airlines 91

Airlines Entertainment Advertising Feedback 91

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

ShepHyken

FEBRUARY 27, 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. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. (RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

Contact Center Pipeline

FEBRUARY 28, 2017

February may be short on days, but that doesn’t mean that we’re short on content! Our five most-read blog posts of the month touched on a variety of popular topics, including leadership, omnichannel, customer experience, workforce management, staffing and customer service. Inside View: Eileen Campbell, Horizon Utilities Highly effective leaders can create the type of […].

Customer Experience 100

Customer Experience Management Customer Service Contact Center 100

Influitive

MARCH 3, 2017

As a content marketer, everything you do revolves around producing the best content as quickly as possible. However, in a world where competition for views is high, how can you strike a balance between quality and quantity? Sujan Patel, author, blogger, public speaker and co-founder of multiple startups including Mailshake and Narrow, has an answer.

Marketing 91

Marketing B2B 91

Return Customer

MARCH 1, 2017

Have you ever been treated to an unexpected gift from a company? It may have been money off your next purchase or a complimentary upgrade. Whatever the case, think about how that made you feel. Pretty happy right? A simple gesture can go a long way when it comes to keeping your customers loyal. Here are 5 practical ways that you can surprise and delight your customers. 1.

B2B 78

B2B Feedback Surveys Personalization 78

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

ClearAction

FEBRUARY 27, 2017

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken? Just 34% say their VoC program is “good” or “very good” at making changes to the business based on VoC insights.

Metrics 71

Metrics Accountability Surveys Feedback 71

PeopleMetrics

MARCH 1, 2017

Over the last couple of years, our own Kate Feather has had the privilege of speaking at a number of banking and credit union events centered on customer experience. She likes to share a particular data point, as it never fails to stun the audience. It comes from our independent research, which found: 78% of banking executives said that their customer experience had improved in the preceding 12 months. 28% of consumers agreed.

Banking 72

Banking Surveys Feedback Call Center 72

Andrew Mcfarland

MARCH 1, 2017

A few weeks ago, I noted that change isn’t required in business, but neither is survival. Let’s assume you’re interested in survival. You may have encountered a SWOT analysis on the job or if you went to business school. The.

Customer Experience 69

Customer Experience 69

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. The impact of this is highlighted in new research which estimates that UK businesses lose £12 billion every year as a result of poor customer service. The research, conducted by NewVoiceMedia, shows that 93% of respondents have switched business at least once in the last year because of poor customer servic

Customer Service 69

Customer Service Banking Metrics Marketing 69

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

ijgolding

MARCH 1, 2017

I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If you have done just that on this occasion, what was your answer? If you answered ‘yes’; or, ‘of course’; then you are in agreement with me.

Customer Experience 62

Customer Experience Marketing Management Technology 62

PeopleMetrics

MARCH 1, 2017

The final discipline of growth banking is all about listening and acting on feedback from your customers. This discipline requires an understanding of measure and metrics. It requires a commitment to closed-loop feedback. And it starts with the decision to either build or buy a Voice of the Customer solution for your own organization. But it's important to note: having customer data and following up with individual customer and employee feedback is not enough to move your overall Net Promoter or

Customer centricity 70

Customer centricity Banking Feedback Metrics 70

LiveChat

MARCH 3, 2017

For many people, “growth hacking” might sound like a buzzword. We constantly hear about growth hacking strategies, growth hacking experiments and growth hacking techniques, and the word itself gets more and more popular over time. But is it a buzzword only? It’s said that thanks to growth hacking, Facebook reached 500 million users. LinkedIn grew from 2 million to 200 million users by implementing a technique that allowed users to create public profiles.

Analytics 71

Analytics Metrics Marketing Advertising 71

Amity

MARCH 3, 2017

​As a CSM, a key focus of your day to day activities will be to maintain constant communication with your clients. Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way. Frequent support and communication will be key, and the basis for building healthy relationships with stakeholders.

SaaS 60

SaaS Metrics Feedback Management 60

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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

Omnicus

FEBRUARY 25, 2017

How much will it cost? The key question for any startup. Cost is a major concern for any startup or young business seeking a customer service solution. You know that you can’t cut corners when it comes to your customer service solution. You also have a budget. In fact, your budget is probably the main thing on your mind when making all decisions, from choosing the right customer service solution to hiring and building your team.

Customer Service 72

Customer Service SaaS 72

PeopleMetrics

MARCH 1, 2017

It's clear that listening and taking action on customer feedback is a growth tactic for your bank. But how do you get started with a customer feedback management program? As with most organizational initiatives, you have two options: build or buy. Depending on your needs, building your own customer feedback system may be a real possibility. We've worked with organizations that have successfully built and managed their own programs for years.

Feedback 70

Feedback outsourcing Banking Best practices 70

Vonage

FEBRUARY 28, 2017

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. Why? Many businesses have become victims of what’s known as “digital Darwinism” This phrase describes the phenomenon when technology and society evolve faster than an organisation can adapt. As we know from Charles Darwin’s theory of evolution, the fittest or strongest aren’t the ones that survive.

SaaS 58

SaaS Technology Marketing Sales 58