Sat.Nov 26, 2016 - Fri.Dec 02, 2016

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Yikes! Rental Car Horror Stories

Beyond Philosophy

Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options, and the half dozen clauses I have to initial on the application. By the time I’ve got the keys, I’m never entirely certain what I’ve signed up for.

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Customer Satisfaction Is the Enemy of Exceptional Customer Service

ShepHyken

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.

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Trending Sources

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5 Ways Apple Proves They Really Care About Customer Service

Steve DiGioia

This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.

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Getting Closer to the Customer

Contact Center Pipeline

One of the best things to happen to the contact center in the last 10 to 15 years is the attention placed on customer feedback. Surveying customers used to be an informal activity done by a small minority of centers; today, it is a best practice followed by the vast majority of us. Customers now […].

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The 2023 Verint Experience Index: Retail

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

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Winning in a digital-first omni-channel world

Peter Lavers

Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”. The forum was hosted by Nedbank and facilitated by Peter Lavers, and here are some key nuggets from the session: Omni-channel is fundamentally different from multi-channel.

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3 Major Customer Service Mistakes and How to Fix Them

aircall

We all make customer service mistakes. Errors are an expected part of every endeavor. However, remaining blind to the faults of your customer service strategy can mean a real hit for customer satisfaction, customer retention, and thereby for your business’ success. This article will look at three major customer service mistakes common to many businesses, and explain how to avoid them. 1.

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Contact Center Pipeline Magazine: Inside Our December 2016 Issue

Contact Center Pipeline

December is always a wonderful time of reflection to examine our goals, accomplishments and challenges and to look forward to another opportunity in the new year to continue on our journey. Thank you for making us a part of your journey in 2016. As our way of saying Thank You, please feel free to start, […].

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The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?

ijgolding

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. The song and accompanying dance peaked in popularity as a music hall song and novelty dance in the mid-1940s in Britain and Ireland.

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Amazing Business Radio: Nate Spears

ShepHyken

Nate Spears on Providing Exceptional Customer Service. in the Digital Age. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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The 90’s called, and they want their survey back.

AskNicely

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….

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Top 5 Posts in November

Contact Center Pipeline

Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—insights from the frontline on how to improve engagement; positioning the center as an enterprise strategic asset; tools to optimize recruiting, hiring, onboarding and training; recent research on consumer preferences for […].

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7 Trends in Customer Service Expectations

CSM Magazine

Due to the rapidly changing world in which we live, customer expectations continue to shift dramatically. Much of this change is being driven by the pervasiveness of technology, especially social media. The following are some of the trends in customer service expectations that I have identified by talking to workshop attendees, customers, friends, and conducting a survey of available research and publications. 24/7/365 mentality.

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5 Top Customer Service Articles For the Week of November 28, 2016

ShepHyken

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. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. (TechZone360) AI is also transforming the way companies interact with customers.

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Contact Center Dialers Demystified

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.

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Top 3 Ways for Field Service Companies to Improve Customer Experience

PeopleMetrics

Studying the Customer Experience feedback for companies that utilize a field service delivery model reveals some interesting insights. The most interesting of which is the importance of the field engineer. The impact of their performance comes not only from their technical ability to perform the install or repair task, but also their ability to interact with clients.

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Be a Difference Maker!

Olympia Consulting

Great customer service is not delivered by a “company,” but by individual team members who understand what it means to be “Difference Makers.” Yes, it is important to create a culture within a company where customer service is valued and modeled by leadership. Having the support of those leaders makes it much easier to deliver … The post Be a Difference Maker!

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Which retailers will thrive this Christmas and beyond?

Eptica

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. Author: Pauline Ashenden We’re now well into the holiday shopping season , with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. The trading picture so far this year has been mixed, and for many retailers this time of year is make or break time.

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The Messenger Is The Message: A New Era For B2B Content Marketing

Influitive

B2B content marketing as we know it is broken. Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report. There are two main reasons for this: Most of your customers are suffering from what Mark Schaefer (a globally-recognized marketing consultant and a speaker.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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Avalara: A Dynamic Success Center Built for Engagement

Mindtouch

Question : What do you get when you take your product or service’s static technical, sales, and training content and turn it all into smart content? Answer : An inbound lead generating and sales funnel shortening machine like Avalara’s Success Center. Learn why you need to change the way you look at your product documentation (cost reducing, post-sale materials).

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3 Elements of Customer Experience You Shouldn’t Ignore (but Probably Are)

Clarabridge

CX professionals stay busy. Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. That leaves precious little time for anything else. It’s easy to ignore anything that isn’t directly related to your program. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.

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The push for mobile customer service

Eptica

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them. Rather than being tied to a PC or landline phone, smartphones empower users by putting a computer in their pocket, ready to use anywhere and anytime.

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Why Innovative Companies Invest in Customer Success

Amity

​Innovative companies face a unique challenge: if the customer fails at using the technology, the company is to blame. They’ll blame the innovator even if they only logged in once. They’ll blame the innovator even if they never fully implemented the program. They’ll blame the innovator even if they only used a fraction of the features.

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The Open CCaaS Advantage Report

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.

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The 90’s called, and they want their survey back.

AskNicely

This story starts with a whinge – which breaks the first rule of marketing – but people keep asking me why we started AskNicely, and frankly, it was because I was steamed up about something… I’ve always flown a lot for work. On my favorite airline, and I’m a patriotic points collector. High status is an addiction – everything runs smoother; no check-in lines, priority for security, a lounge with power points and little sandwiches ….

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Learning from Holiday Shopping Observations

Teresa Allen

The holidays bring insane traffic, crowded stores, stressed budgets. oh yes.and special times with family and friends! My wish for YOU is that you experience more of the latter than the former. But unfortunately, we are all out there trying to wrap up our list and may experience some 'interesting' situations. There is a silver lining in that cloud. You and your employees can learn some very valuable lessons to take back to your business if you notice the GOOD, the BAD, and the UGLY of holiday sh

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Things You Wish You Could Say to Difficult Customers but You Can’t

LiveChat

During Black Friday and Cyber Monday it was easy to encounter difficult customers who wanted to get their deal “right now,” or didn’t believe a product is already out of stock. They probably couldn’t hold back what they are thinking about you and your company. Threatening to talk to your boss (like he cares) or to stop using your service is also common.

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Retaining Customers in the Age of Dying Brand Loyalty

GetFeedback

Consumers can always find a brand that delivers the same thing—just cheaper and faster. Here are 4 strategies to boost brand loyalty and customer retention.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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The Land of Customer Service

Customer Centric Support

Japan is famous for it’s hospitality and customer service culture. I’ve always wanted to experience this for myself, and in October I was given the unique opportunity to do just that. While my trip was short, I was able to experience four different cities and absorb a full range of cultural experiences. Despite major differences in each location one thing was remarkably consistent : incredible customer service.

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4 Customer Customer Service Styles That Need to Go

CSM Magazine

The whole notion of customer service, and I mean proper old fashion customer service seems to be disappearing quickly. . Gone are the days when you are blown away by someone’s effort to go way above and beyond to give you an experience. Most people don’t say anything anymore when they are treated badly as they think that there is no outcome if they do.

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Customer Success Battle Scars: Communicate, Communicate, Communicate

Amity

Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Did I make my point? In my last post, I covered how you can’t f@&k around with hiring as a customer success leader at a fast growing start-up.

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