Beyond Philosophy
OCTOBER 3, 2016
You want your Customers to buy from you – obviously! Therefore it is critical that you make things easy for them. So how do we do that? Well firstly you need to understand what easy means from a more psychological perspective. In a previous blog we learnt that we all have two systems of thinking : our intuitive thinking and our rational thinking.
ShepHyken
OCTOBER 5, 2016
Last week I wrote about the Un-WOW. After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
OCTOBER 3, 2016
…or does it even matter? This original article was written by Steve DiGioia. After your star performer quit and left you high and dry you insisted on keeping that manager position open for three weeks. Face it; your pride got the best of you. “How dare he walk out like that? Besides, we didn’t need him anyway”. Boy, how wrong you were. No emails went out about why he left and there was no mention to the middle managers of what happened.
Customers That Stick
OCTOBER 3, 2016
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.
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.
Win the Customer
OCTOBER 5, 2016
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. It’s absolutely essential to continued success to provide the best possible customer experience you can. Here are four mistakes that can ruin your business in the eyes of its customers.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Amity
OCTOBER 5, 2016
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since it
Contact Center Pipeline
OCTOBER 6, 2016
Contact centers come in all shapes and sizes. We have different ways to define them—sales vs. service, virtual vs. brick and mortar, small vs. large, etc. To that list, I would like to add one more—conversational vs. transactional. This designation might not be the most obvious, but you need only listen to a few calls […].
Win the Customer
OCTOBER 3, 2016
One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.
ShepHyken
OCTOBER 7, 2016
This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! – Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. If, in coaching, we told the advisor they were ‘good’, we all were happy.
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
ijgolding
OCTOBER 3, 2016
As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!! That being said, in reality, I am actually as guilty as using them to get a point across as anyone else! If you are not fond of an analogy, then I suggest you spend the next five minutes of your time doing something else!!
Contact Center Pipeline
OCTOBER 3, 2016
Here’s what you’ll find inside our October issue: FEATURE ARTICLES The Digital Workplace By Susan Hash Employees today have higher standards for digital technology in the workplace—and they’re willing to bypass jobs that provide substandard technology. How to prepare for a digital workplace initiative. The Moment of Truth By Jay Minnucci Why do customers leave?
Topdown
OCTOBER 5, 2016
In “ CMTO Agenda: The C-Suite's Newest Member Takes On Customer Experience ,” Sheldon Monteiro ( @sheldon_tm ), senior VP and chief technology officer at SapientNitro, writes: “In today’s digital world, experience makes all the difference. Any organization can compete on product, price, place and promotion, but none can duplicate how a brand makes the customer feel.
Amity
OCTOBER 7, 2016
Helping customers get the most value out of your product is a top priority for most customer success teams. In order to do that, CSMs must be the strongest advocates of your customer’s needs internally as we are the cornerstone of client-facing interaction. Here are some ways your team can become strong advocates for your customers: Encourage cross-functional communication.
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.
NICE inContact
OCTOBER 3, 2016
In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details. In honor of National Customer Service Week , let’s revisit a celebrated example of a CSR taking the “above and beyond” mantra to an all-time high: A Zappos
ijgolding
OCTOBER 5, 2016
Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance of continuously listening to the perception of the customer. It seems so obvious that a company or business should constantly monitor how its customers feel about what it is doing, but it would amaze you how many are not doing so.
Avaya
OCTOBER 5, 2016
The rise of digital transformation, along with growing application and data center needs, has placed more security demands on enterprise networks than ever. So much so that half of CEOs believe their industry is going to become “ substantially or unrecognizably transformed by digital.”. These dynamic changes are significant for IT managers, as they are responsible for expertly managing today’s increasingly complex networks.
Provide Support
OCTOBER 6, 2016
The Power of Positive Thinking in Customer Service. It’s no secret that customer service jobs are often associated with negativity. Dealing with customer complaints, negative feedback and frustration on a day-to-day basis can be a pretty stressful experience. You’ve probably heard that negativity tends to spread like wildfire. Once you let negative thoughts come into your mind, they attract more negative situations, triggering a vicious circle of bad feelings and outcomes.
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!
Amity
OCTOBER 3, 2016
The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Amity looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.
NICE inContact
OCTOBER 5, 2016
In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. In honor of National Customer Service Week , we are going to take a closer look at things, from the CSRs’ perspective.
Avaya
OCTOBER 6, 2016
I was in London yesterday for IP Expo 2016. I had the pleasure of speaking with many customers and presenting a keynote about the security concerns raised by the Internet of Things (IoT). Below is a summary of what we discussed for those who weren’t able to join me or who did but need a refresh. Adding millions of new devices, hardware endpoints, and billions of lines of code, along with more infrastructure to cope with this load is, unsurprisingly, creating a vast set of security challenges acr
Aria Solutions
OCTOBER 3, 2016
Many companies are using Salesforce Service Cloud with Omni to engage with customers and handle their service requests. With Service Cloud, you can connect with your customers through social media channels, email, and chat. Setting up those features paints a great picture to your service team. However, the picture is not complete because voice still remains the most important way for many businesses to communicate with their customers.
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.
Envision
OCTOBER 6, 2016
If you’re just checking in now, Parts 1 and 2 of this series explore specific areas where contact center managers can embrace openness and honesty with customers and employees. Companies looking to foster a culture of transparency and trust, however, cannot overlook the most important area of business they must be honest about: finances.
CX Journey
OCTOBER 4, 2016
Image courtesy of Peter Aceto Does your company practice Weology? Weology. What is it? If you guessed that it sounds like "the study of we," you're pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: Me. we. Three unique letters rearranged into two powerful little words. The concept itself, which is also the title of a book ( Weology: How Everybody Wins When We Comes Before Me ), summarizes the leadership style of Peter Aceto , CEO of Tangerine Bank
Avaya
OCTOBER 6, 2016
When I went through the grueling process of interviewing for my CMO position at Avaya, what appealed to me most was the company’s strong sense of community. This was an organization going through a massive transformation. Leaders and employees were dealing with a ton of change and a lot of uncertainty. Yet last year, during the month of July (the dead of summer in some parts of the world), this global team came together and rallied around the company’s first-ever Month of Giving Program.
Olympia Consulting
OCTOBER 7, 2016
As another Dreamforce conference comes to a close, I wanted to reflect on some of the key learnings from this week. Salesforce knows how to host a conference, accommodating 170,000 attendees in over 2,700 breakout sessions. There were breakout sessions catering to multiple career paths. Although tempted from past years as a technical developer and … The post Dreamforce 2016: A Review of the Week in San Francisco appeared first on Olympia Consulting.
Advertisement
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.
Calabrio
OCTOBER 3, 2016
Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. But their jobs aren’t easy ones. And those roles are vulnerable to high turnover. It takes a special mindset to field complaints and calls, day after day. Without the right support, jobs like theirs can be physically, psychologically and emotionally draining.
GetFeedback
OCTOBER 4, 2016
The customer journey is evolving. Modern consumers want a more personalized customer experience, and companies can secure their loyalty by delivering it.
Avaya
OCTOBER 7, 2016
The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services.
Expert insights. Personalized for you.
419 
Let's personalize your content