PeopleMetrics

AUGUST 18, 2014

'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

ijgolding

AUGUST 20, 2014

'‘Thank You’ Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1.

Customer Experience 109

Customer Experience Customer centricity Feedback Personalization 109

CX Journey

AUGUST 22, 2014

'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.

Customer Experience 66

Customer Experience Airlines Journey mapping Interactive Voice Response 66

Kristina Evey

AUGUST 19, 2014

'One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible.

Customer Service 54

Customer Service Consulting Consulting Education 54

Advertisement

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.

Chad Schaeffer

AUGUST 22, 2014

As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and Twitter seem to be the new channels of choice. Let’s examine why. With the phone, I may have to fumble through a challenging IVR or wait on hold while hearing that “Your call is very important to us” message over and

Interactive Voice Response 48

Interactive Voice Response Banking Customer Care Accountability 48

CX Journey

AUGUST 19, 2014

'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.

Customer Experience 64

Customer Experience Marketing 64

Amity

AUGUST 19, 2014

Amity sat down with Dana Lacey, customer success team lead at ScribbleLive , to get an understanding on how they onboard their CSMs. Do they have success plans for them as well? Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.

SaaS 48

SaaS Chief Customer Officer CRM Consulting 48

Contact Center Geek

AUGUST 18, 2014

What comes to mind when you hear the word “ management ”? Princeton defines management as “the act of managing something” and “those in charge of running a business”. When I hear the term “management” used to describe a group of unnamed people, I think of toilet seat covers. Specifically, I think of toilet seat covers in public restrooms. Sometimes the packaging reads: “Provided by the Management For Your Protection”.

Feedback 48

Feedback Management 48

Customer Interactions

AUGUST 20, 2014

'A speedy 911 response is the difference between life and death in many emergencies. Recently, the FCC voted to ensure citizens have even more options for contacting 911 by mandating that all wireless carriers and some message services support Text to 911 by the end of the year. This not only provides another option for the public to contact the authorities in an emergency when it’s not possible or safe to call, but also supports those more reliant on texting, including the 48 million Amer

Wireless 28

Wireless Call Center Technology Personalization 28

Advertisement

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

Brad Cleveland Blog

AUGUST 20, 2014

Multichannel 20

Multichannel Contact Center Call Center Management 20

Brad Cleveland Blog

AUGUST 20, 2014

Multichannel 20

Multichannel Contact Center Call Center Management 20