Beyond Philosophy

MAY 22, 2017

With online shopping, transactions and communication as prevalent – and as easy – as it is today, it can often be tempting to focus most of your Customer Experience efforts on getting your virtual presence right. When many of your customers will engage with you solely on a virtual platform, it can make sense to favor it. However, neglecting your brick-and-mortar experience can lead to inconsistent CX and online backlash.

Consulting 361

Consulting Consulting Feedback Personalization 361

ShepHyken

MAY 24, 2017

Not long ago I was interviewing Kevin Berk, founder and CEO of ServiceGuru, on Amazing Business Radio. We were talking about the word fine. He commented that it is a four letter that begins with the letter F that you never want to hear from your customer. I then joked that fine is the “F-Bomb” of customer service. Ask someone how their experience with your company is.

Customer Service 301

Customer Service Customer Experience 301

CX Global Media

MAY 25, 2017

Rope can be used to create a lasso to help you. Or it can be used as a noose for hangings. And Lori Bocklund has seen both happen in the current Wild West of contact center technology that exists today. Unstable Contact Center Technology. Being unstable can mean different things. You may think about stability in operation and function. You may think about stability in a long-term brand.

Contact Center 185

Contact Center Technology CRM Finance 185

Steve DiGioia

MAY 22, 2017

This original article was written by Steve DiGioia. How can “kids” brought up with immediate access to information and short attention spans provide the service experience our “older” generation expects? Good question…. I remember watching old black and white movies where the “old guys”, sitting in front of the barber shop, would complain about the kids of today not having the same respect for others or the work ethic as they did.

Customer Service 176

Customer Service 176

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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

MAY 24, 2017

The last time I went to an American baseball game, the food cost more than my ticket. And what food it was! A fish sandwich that tasted too fishy to eat. A massive yet strangely bland macaroni and cheese concoction. And a $12 light beer. No wonder I don’t go to the ball park very often. Apparently, I’m not alone, and it seems that major league baseball is paying attention.

Consulting 345

Consulting Consulting Customer Experience 345

CX Global Media

MAY 22, 2017

Justin Robbins and Jim Rembach share a preview and insight into ICMI’s Contact Center Expo Conference. What’s hot at the Contact Center Expo besides the Orlando air temperature? “Learn about what’s hot at ICMI’s Contact Center Expo.” Click to Tweet. What is Customer Experience going to cost? An emerging topic that we’re hearing consistently, whether it’s from the vendors on the floor, the keynotes sessions or even the breakout sessions is about elevating the importance o

Contact Center 185

Contact Center Best practices Interactive Voice Response Call Center 185

Convoso

MAY 23, 2017

Outbound sales offers a burgeoning career to many entering the field. However, entering outbound sales and attempting to be successful, while maintaining confidence can be difficult. Acquiring and learning any new skill often comes with many challenges. Understanding the ins and outs of what it takes to thrive in outbound sales can not only help you overcome challenges, but will also give you a serious leg-up on the competition.

Outbound sales 163

Outbound sales Sales 163

Contact Center Pipeline

MAY 23, 2017

Education expert Bernard Bull once said, “In order to create an engaging learning experience, the role of the instructor is optional, but the role of the learner is essential.” A massive increase in online education over the past decade has revealed the truth of this observation. According to eLearningIndustry.com, the learning management system or LMS […].

Education 140

Education Management Contact Center Call Center 140

ShepHyken

MAY 23, 2017

Megan Singh on How to Create the Best Place to Work and the Best Place for Customers to Buy. What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

Customer Service 212

Customer Service Management 212

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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

Kayako

MAY 25, 2017

When you’ve worked in support for a while, especially for the same company, it can feel like Groundhog Day. You feel like you answer the same questions day in and day out. That’s because you probably are! But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. There are always things you could be doing better in your conversations.

Customer Support 112

Customer Support Best practices Accountability Engineering 112

Convoso

MAY 25, 2017

Are your outbound sales team efforts optimized for productivity? If it took you some time to think it through.then odds are your team isn't working up to their full potential because they're lacking in key areas. See just how successful your outbound sales team is by taking our free quiz below – and receive personalized insight into how and what you can do to improve your outbound sales efforts.

Outbound sales 120

Outbound sales Sales Personalization 120

Contact Center Pipeline

MAY 24, 2017

The need for remote access to core contact center infrastructure continues to grow. Whether implementing a home agent program, accommodating “on the go” leaders, establishing connectivity to outsourcers, ensuring business continuity, or tying into branches and retail outlets, businesses need effective communication between the contact center and a variety of locations.

outsourcing 133

outsourcing Contact Center Technology 133

ShepHyken

MAY 22, 2017

Each week I read a number of customer service and experience 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. 5 Fun and Inexpensive Customer Appreciation Ideas by Aja McClanahan. (Fundera) Customer appreciation doesn’t have to be complicated or expensive.

Airlines 205

Airlines Customer Service Self service Technology 205

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

ijgolding

MAY 23, 2017

For much of my career, I, like many of my peers, have had to suffer what I like to call the ‘rolling eyes phenomenon’ on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the ‘rolling eye phenomenon’ often occurs when someone like me, a Customer Experience Professional, starts to talk about anything related to the Customer Experience.

Customer Experience 91

Customer Experience Customer centricity Personalization Employee engagement 91

CustomerGauge

MAY 25, 2017

Last week on the 18th May, CustomerGauge’s Customer Success Managers (CSMs) held a Customer Success Meetup in our Amsterdam office. Twenty-five customer success professionals from all over the Netherlands, and in different industries, attended. What We Learned… Only a few CSMs had regular contact with their customers on an ongoing basis Around half used NPS […].

Management 78

Management Customer Experience 78

Contact Center Pipeline

MAY 25, 2017

Welcome to the first of five installments of our Differentiator series. In this group of articles, it is our goal to go beyond the concept of best practices, and dig deeper into the big “Why”: Why is it that some enterprises continue to shine year after year while most others never get there? The answer […].

Contact Center 113

Contact Center Best practices Enterprise Call Center 113

Amity

MAY 26, 2017

For the most part, when we are talking customer success, we are dealing with the business-to-business (B2B) ecosystem where your CS team is in contact with the representatives of the customer companies. Of course, there are also business-to-consumer (B2C) companies whose customer success managers deal with individual customers, but the majority still do work with company representatives.

Government 80

Government B2C B2B Education 80

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

GetFeedback

MAY 24, 2017

Maintaining a knowledge base gets exponentially more complicated as a business grows. That's where knowledge base surveys can help.

Surveys 78

Surveys 78

Up Your Service

MAY 25, 2017

What does good customer service mean to you? Is it a restaurant owner who ushers you to your favorite table with a warm welcome? When a company accepts a return and gives you a full refund with no questions asked? Or when someone takes the time to say a genuine thank you? Today we use sophisticated technologies to learn a great deal about our customers.

Big data 80

Big data Customer Service Personalization Customer retention 80

Influitive

MAY 23, 2017

I want you to meet a pretty cool guy (IMHO): Truman Tang, Director of Marketing, Customer and Advocacy, at Influitive. He’s the mastermind behind our incredible advocate marketing program, Influitive VIP. Truman’s got a pretty long list of accomplishments under his belt, like driving 1,000 customer referrals in a year, running highly effective ABM campaigns.

Marketing 78

Marketing Customer advocacy B2B 78

Customers That Stick

MAY 22, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 68

Customer Service 68

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

delighted

MAY 24, 2017

We’ve previously written about why you should be following up with detractors. This is standard practice for anyone running a successful NPS program. But we often see companies overlook the massive upside of leveraging promoters to their advantage. Promoters are your biggest fans, and they’re willing to go to work for you! They can amplify your strengths, drive referrals, coach new users, and even help guide the product roadmap.

B2B 74

B2B Feedback Coaching Enterprise 74

Up Your Service

MAY 25, 2017

This blog continues from my earlier posts where I offered Step One and Step Two to engage Ambassadors and Supporters in your service culture change initiatives. Step Three: Grow your people to grow your culture. To achieve long-term culture change and service improvement goals, you must build a solid foundation of continuous service improvement. You can do this by growing your people through Service Education and creating a strong Service Improvement Process.

Education 75

Education Engineering Sales Personalization 75

CustomerGauge

MAY 24, 2017

Apple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. Among many were their wireless headphones Apple now calls AirPods. The AirPods put an end to the endless unraveling of wire headphones and offered a more effortless music/communication Apple experience. While Appe’s AirPods may be […].

Benchmark 60

Benchmark Wireless 60

Provide Support

MAY 23, 2017

6 Study-Backed Tips for “Best in Class” Customer Service. Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?

Customer Service 69

Customer Service Benchmark Marketing Best practices 69

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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

GetFeedback

MAY 23, 2017

Customers ask for help through more channels than ever before. GetFeedback for Salesforce Service Cloud helps teams improve every service experience.

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Amity

MAY 21, 2017

Adoption is a broad concept and it differs for all businesses. Broadly, adoption is what happens between the end of onboarding and the beginning of the renewal phase. If during that lifecycle phase the customer adopted your product, adoption ends in renewal or expansion, if they didn’t, it ends in churn. Once you’ve renewed or closed an upsell or cross-sell, adoption starts over again.

SaaS 58

SaaS Upselling Accountability Education 58

SharpenCX

MAY 23, 2017

We’re in the Age of the Customer. For many organizations, this translates to a stream of new technologies meant to make customers’ interactions smoother/easier.Here’s why customers are still frustrated, and agents are still miserable—despite these investments.Customers have changed.More than ever before, customers are informed, opinionated, and empowered to take their business to whatever company seems [.].

Contact center software 52

Contact center software Contact Center Technology Customer Experience 52