Beyond Philosophy

JANUARY 5, 2015

'The list of the top 50 Best Places to work in 2015 was published last week by Glassdoor, the career community based in California. Not surprisingly, Google is in the number one spot. Other companies on the list included Southwest Airlines and Disney along with other big brand names. All of these companies have something in common: their employees are happy and engaged with their brand promise and they provide a good Customer Experience.

Airlines 310

Airlines Surveys Customer Experience 310

Win the Customer

JANUARY 5, 2015

'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].

Customer Service 144

Customer Service 144

Customers That Stick

JANUARY 8, 2015

'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 119

Customer Service 119

Joe Rawlinson

JANUARY 7, 2015

'Let’s shoot from the hip here: if any part of your job or business uses the Internet for marketing purposes and you don’t include a Call To Action (or CTA for short), then you’re wasting your time online. You can create the pithiest tweet, the most compelling blog post, the most awesome article, but if you’re trying to win over customers, all of that content is incomplete and ultimately ineffective without a CTA.

Marketing 114

Marketing Sales 114

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Andrew Mcfarland

JANUARY 6, 2015

'(Guest post written by Art Zabalov an Inbound Marketer and customer experience blogger for live chat software startup Customericare.) So many articles discuss what “to do” so I thought I would turn to what “not to do” when it comes to delivering great customer experience. Below I will outline the 3 biggest customer experience mistakes a [.]. Customer Experience Guest Post Amazon Prime Art Zabalov Customer Experience Index Report Customericare Forrester JustFab.

Customer Experience 97

Customer Experience Marketing 97

ForeSee

JANUARY 8, 2015

'The biggest retail event of the year--the National Retail Federation’s (NRF) “Big Show”--is fast approaching. If you’re planning to attend, you’re likely eager to experience retail’s latest technologies, trends and strategies firsthand. But regardless of what the latest and greatest may be this year, one principle remains constant: the path to retail success begins with satisfied, loyal customers.

Multichannel 72

Multichannel Technology Customer Experience 72

Joe Rawlinson

JANUARY 7, 2015

Let’s shoot from the hip here: if any part of your job or business uses the Internet for marketing purposes and you don’t include a Call To Action (or CTA for short), then you’re wasting your time online. You can create the pithiest tweet, the most compelling blog post, the most awesome article, but if you’re trying to win over customers, all of that content is incomplete and ultimately ineffective without a CTA.

Marketing 68

Marketing Sales 68

PeopleMetrics

JANUARY 5, 2015

'It’s 2015, and that means we’re blazing into the 16th year of this still-new millenium. As you take stock of your last year, and look forward into a new one, it’s a good time to consider: What are you going to do differently in 2015? Your answer will say a lot about your expectations and your understanding of sales strategy. As anyone tasked with sales management in the modern era knows, sales is evolving.

Sales 63

Sales Consulting Consulting Feedback 63

Win the Customer

JANUARY 8, 2015

'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].

Customer Experience 131

Customer Experience Technology 131

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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

CX Journey

JANUARY 6, 2015

'Image courtesy of Gerard Fritz It''s that time of the year again. Pundits are making their predictions about customer experience, marketing, and more: what''s the next big thing coming in the new year and what should everyone be focusing on. As you know, these predictions are made every year, late in the year and as the calendar rolls over into the new year.

Employee engagement 64

Employee engagement Customer Experience Marketing 64

CustomerServ

JANUARY 9, 2015

As an outsourcing industry veteran of 20 plus years, my business is recommending call center service providers and geographic destinations to our clients. India at one point, dominated the call center marketplace but things have changed. Recently, I asked a number of colleagues to comment on the state of call center services in India. I asked that everyone provide a “real world” outlook based on experience.

outsourcing 48

outsourcing Call Center Contact Center Marketing 48

Customer Interactions

JANUARY 8, 2015

'Organizations of all kinds are applying analytics to a wide range of problems, and law enforcement is no exception. With the proliferation of video surveillance, video analytics has become more common. But the scope of analytics is now broadening, to include video, speech, and text. Video Analytics. Many cities today are blanketed in video surveillance cameras; some have thousands of video channels in operation.

Analytics 36

Analytics Technology Management 36

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

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

CX Journey

JANUARY 8, 2015

'Image courtesy of Will S. Have you ever felt like the picture to the left describes your workplace? Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson When I was in sports in high school, I was told that a positive mental attitude was everything - you can''t win without it.

Morale 62

Morale Employee engagement Accountability Feedback 62

ijgolding

JANUARY 5, 2015

'People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other words, I am regularly inspired by the things I see and hear – my posts will almost always be as a result of a recent experience of my own. At the weekend, I was fortunate to hear a sermon from a retired Anglican Priest.

Customer Experience 93

Customer Experience 93

Customers That Stick

JANUARY 5, 2015

'Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. While the changes are not revolutionary — the blog will still be very recognizable to regular readers — it is evolutionary, and we will be refining our focus and and concentrating on some exciting new areas to help provide you even more value.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Brad Cleveland Blog

JANUARY 6, 2015

The Edge of Service™ Newsletter, Issue 11: A Multichannel World If you were to walk into an Amazon.com customer contact center, you’d see desks turned sideways so that Fire tablet support agents have a neutral background for video calls (one-way, agent-to-customer).

Multichannel 20

Multichannel Contact Center Multi-channel support Call Center 20

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

Brad Cleveland Blog

JANUARY 9, 2015

Customer Service 20

Customer Service 20

Brad Cleveland Blog

JANUARY 9, 2015

Customer Service 20

Customer Service 20