Beyond Philosophy

MARCH 8, 2017

We are fortunate enough to have two homes; one in England and one in the U.S. However, we are unfortunate enough to have two telecom providers; Virgin Media in England and Brighthouse, now Spectrum in Florida. Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Telecoms are bad at CX around the globe! Back in 2012, we did some research involving over 40 telecoms.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

ShepHyken

MARCH 8, 2017

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. So, I thought it would be nice to own the domain name CustomerService.com. But, surely some company that is totally focused on their customers would already own it. So, I typed the URL into the Internet browser and found out… it was for sale.

Customer Service 281

Customer Service Banking Sales Marketing 281

Callminer

MARCH 10, 2017

Watch our own Brian LaRoche present at the upcoming coming CCW Online Event focused around Customer Experience Game Changers. This event is an online preview to CCW Digital’s premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. CCW Online Customer Experience Game Changers “The Efficient vs. The […].

Customer Experience 238

Customer Experience Best practices Call Center 238

Contact Center Pipeline

MARCH 9, 2017

The home security market has undergone a considerable evolution in recent years. The emergence of smart home technology has introduced a variety of new players to the field—from consumer electronics manufacturers selling do-it-yourself home security products to cable and telecom providers that have expanded home automation packages to include add-on security services.

First call resolution 162

First call resolution Marketing Technology Analytics 162

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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

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. There are two major problems with this kind of thinking. First, it doesn’t take an economist with an Ivy League degree to see that cutting prices can only go so far.

Consulting 298

Consulting Consulting Customer emotions Customer Experience 298

Callminer

MARCH 6, 2017

Artificial intelligence has become a tool that contact centers have used with more frequency to work with customers.

Contact Center 182

Contact Center Analytics 182

Contact Center Pipeline

MARCH 8, 2017

Coca-Cola. Harley-Davidson. InGenius. What do these companies have in common? In today’s “be everything to everyone” marketplace, they offer a refreshing business model: Do one thing well. InGenius concentrates 100% on computer telephony integration (CTI), and they excel at it. With more than 20 years’ experience in enterprise telephony, the InGenius team has been able […].

Enterprise 100

Enterprise CRM Contact Center Call Center 100

Peter Lavers

MARCH 7, 2017

Peter Lavers’ blog on the “Are you talking omni-channel customer experience but in fact you’re still organized multi-channel?” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Omni-channel or Multi-channel?” blog published on #ThinkMarketing appeared first on Think CX.

Customer Experience 100

Customer Experience 100

ShepHyken

MARCH 6, 2017

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. How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. (Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps.

Customer Service 209

Customer Service Feedback Best practices Enterprise 209

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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

Callminer

MARCH 9, 2017

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements.

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Contact Center Pipeline

MARCH 7, 2017

If you take a close look at thriving businesses that have built reputations for innovation and exceptional customer service, you’ll find employees who are engaged with their work, who trust and respect their leaders, and who feel that they are valued and appreciated for their contributions to the organization’s success. Unfortunately, these types of work […].

Customer Service 100

Customer Service Contact Center Call Center 100

Win the Customer

MARCH 8, 2017

In a year of lackluster Super Bowl ads, one brand that stood out was a spot for antioxidant infusion drink Bai Brands, recently acquired by Dr. Pepper Snapple Group. The ad featured Christopher Walken reciting the lyrics for the 2000 N’SYNC hit “Bye Bye Bye,” accompanied by N’SYNC veteran Justin Timberlake looking on quizzically. The commercial combined humor with nostalgia to appeal to multiple demographics, targeting both Generation X audiences old enough to remember Walken in his

Customer Experience 118

Customer Experience Coaching Marketing Sales 118

ShepHyken

MARCH 7, 2017

Martha Brooke on How to Measure and Improve Your Customer Experience (CX). What is the best way to improve your customer experience? Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. “Experiences can be measured,” Martha says, “and measuring is how you improve—but only if your measurement is sufficiently nuanced.” First Up: Shep Hyken’s opening comments focus on a

Surveys 168

Surveys Metrics Customer Experience Customer Service 168

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

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition. The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure relief services, as well as other financial services firms based in the United States.

Best practices 140

Best practices Analytics Government Banking 140

360Connext

MARCH 8, 2017

I get a lot of “what a cool job!” when I describe what I do. It sounds so glamorous. And everyone is a customer, so of course I hear about the worst customer service they ever had, or less frequently, the very best they’ve experienced. It is awesome. I love what I do. But as the idea of customer experience takes off, the mythology around it does, too.

Consulting 104

Consulting Consulting Customer Experience Sales 104

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.

Customer Service 101

Customer Service Employee engagement Surveys Marketing 101

Influitive

MARCH 10, 2017

B2B marketers can learn a thing or two about mobilizing advocates from our B2C cousins. Think about the products that you use every day. For me, it’s my iPhone, Sennheiser headphones and Altra running shoes. I didn’t go straight to a store or the vendor’s website to buy these products. Instead, I decided to purchase.

B2C 103

B2C B2B Marketing 103

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

Callminer

MARCH 7, 2017

Consumer Financial Protection Bureau Definition The Consumer Financial Protection Bureau (CFPB) is an agency of the United States government set up after the financial crisis of 2008 in order to protect the rights of consumers in the financial services industry. The CFPB has jurisdiction over areas including banks, credit unions, securities firms, debt collectors, foreclosure […].

Best practices 140

Best practices Government Banking Call Center 140

Amity

MARCH 10, 2017

Getting started ban be dreadful. Whether it's as an individual Customer Success Manager, or as a SaaS leader transitioning to a Customer-Centric Organizational model, it goes without saying there's a lot to learn. We asked 10 Customer Success Leaders with proven track records of building and growing thriving Customer Success Organizations "what's one piece of advice you wish you'd been given when you started?

Engineering 90

Engineering Upselling Metrics Customer centricity 90

Customer Centric Support

MARCH 6, 2017

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a Customer Service job with essentially one objective: make everyone around me happy, and make customers happy as a consequence. It was perfect for my gregarious, people-pleasing personality. The year 2015, however, brought with it a role change and a game-changing truth: businesses are more than just smiles, free food, and birthday celebrations.

Chief Customer Officer 84

Chief Customer Officer Customer centricity Enterprise Engineering 84

aircall

MARCH 7, 2017

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. After call work is a common pain point for call centers, since, if neglected, it can negatively affect agent efficiency, customer satisfaction, and your call center’s overall level of service. This article will explore ways that to expedite and simplify after call work, and make it an asset rather than a chore.

call center software 76

call center software Call Center Coaching CRM 76

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

CustomerGauge

MARCH 8, 2017

I’m sure you’ve heard the phrase “It’s about the journey, not the destination.” Before you say “spare me hippie,” reflect on that statement for a minute. So often companies, particularly multi-channel retailers, are looking for that purchase destination when it comes to the customer journey. Here’s the thing though: your job doesn’t end when the […].

Customer Experience 64

Customer Experience 64

Genroe

MARCH 7, 2017

by M. Dia Customer surveys not completed are like bird songs never heard or paintings never seen: so much effort but if no-one responds it’s all for nothing. Improving the number of survey responses is critical because: You have better coverage of what your customers think You have less non-response bias. Customers that complete feedback […].

Surveys 74

Surveys Feedback Best practices 74

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. Read on to find out the important findings of these studies. Accenture Strategy’s Global Customer Pulse Research found that 88% of customers use digital channels at some point in their shopping journey.

Customer Service 62

Customer Service Employee engagement Surveys Marketing 62

Topdown

MARCH 6, 2017

The level of quality, consistency, contextualization and personalization of your customer-facing communications can have a dramatic effect on customer experience – as evidenced by the brands that improved their Forrester Customer Experience Index scores the most.

Customer Experience 67

Customer Experience Personalization 67

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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

CustomerGauge

MARCH 8, 2017

Co-founders Adam Dorrell and Camilla Scholten, along with our other product team leaders, give us a “behind the scenes” look at how they used Voice of the Customer (VoC) to inform their biggest release to date—CustomerGauge 4.0. Learn more about the all-new Report Hub in our other blog post, or check out the press release […]. The post CustomerGauge 4.0—Behind the Scenes appeared first on CustomerGauge.

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Up Your Service

MARCH 4, 2017

In my previous blog “Gaining Buy-In for Your Culture Change” I used a smooth bell curve to illustrate how leaders can systematically convert employees from Adversaries and Defectors, to Neutral and Supporters, and ultimately to Ambassadors. Specifically, I wrote about how each group can be engaged and enrolled in the process of organizational change.

Morale 66

Morale Education Technology 66

Uniphore

MARCH 6, 2017

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves. To continue successfully serving, acquiring and keeping customers, companies need a fresh approach in order to develop and maintain the efficiency of their digital customer service, one that drives brand loyalty with happy, satisfied customers who keep coming back.

Customer Service 59

Customer Service 59