Sat.Mar 09, 2019 - Fri.Mar 15, 2019

Listening for loyalty: How to win consideration and avoid churn by searching for CX pain

Tethr

So far in our Listening Enterprise series, we have mostly outlined assumptions that “listening” organizations avoid. Our last marker is the opposite – or perhaps the lone exception, depending on how you look at it – about the one abiding assumption nearly all of the best “listening” organizations make: the status quo is always untenable.

Unstructured Data: Where the Voice of the Customer Lives

VocalCom

When companies use big data to analyze their customers’ habits and preferences, it’s often the structured, quantitative kind that is considered. Customer sales data and contact center KPIs such as the Net Promoter Score may provide valuable information, but such numbers reveal little about your customers’ feelings and expectations.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful.

Warm Calling Confusion

CrazyCall

Close your eyes and try to imagine the below scene: You notice your phone beeping. Unknown number. You hesitate but decide to pick it up. Unknown caller. He tries to sell you his amazing product. What are your thoughts at this point? Oh, that’s amazing you called me! Or rather.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Amaze It Forward

ShepHyken

You’ve heard of the concept of Pay It Forward. Many people use the phrase to describe doing a good deed for someone with no other expectation than that person doing something nice for someone else and so on, creating a chain of good deeds. Don’t pay it back. Pay it forward.

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Leverage Your Business Growth with Customer Emotions

ProProfs Blog

Identify and understand a customer’s drive and needs. It is an indispensable exercise that a business needs to do to ensure their long-term success. Most of the buyer’s decisions are influenced by their emotions.

CX Q&A with Diane Magers & Ben London of Experience Catalysts

Centriam Customer Experience Lab

Diane Magers and Ben London are the powerful duo that head up Experience Catalysts, a consultancy at the forefront of customer and employee experience. They are on a mission to help customer experience (CX) professionals transform how their organizations work to grow business value.

5 Top Customer Service Articles for the Week of March 11, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various 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. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover.

Chatbots in the Contact Center, Part 1: Common Applications and Misconceptions

Contact Center Pipeline

With consumers increasingly expecting anywhere, anytime access to conduct simple transactions, more businesses are deploying chatbots to handle routine and repetitive customer service tasks.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

How to Use Live Chat Software for Lead Generation

ProProfs Blog

It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment.

5 ways leaders can increase a culture of trust

Integrity Solutions

What are you doing every day to strengthen the culture of trust with your employees and customers? In our recent sales coaching research , 76% of the firms told us coaching is a critical driver of success.

Amazing Business Radio: Todd Hopkins

ShepHyken

Core Values and Company Culture. Culture, Commitment, and Taking Care of Customers. Shep Hyken interviews Todd Hopkins. They discuss how having a company-wide culture can lead to better customer service and success for your business.

An Uplifting Story: The “Luggage Boy” and his Zipper Dance

Up Your Service

The SM Store in the Philippines is an exemplary example of the power of building a Common Service Language throughout an organization. A strong Common Service Language has the potential to uplift the spirit of all your employees – and your customers.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

What is Live Chat & How does it work?

ProProfs Blog

Imagine this: You own a clothing store that’s known for selling unique designs. Your customers love these designs and keep coming back for more.

My Understanding of AI in CX so Far. Things Could Change!

Customer Service Life

This article first appeared on CX Accelerator on January 7, 2019. Click here to read the original post. I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift.

Guest Blog: Why Facilities Managers Are the Hidden Heroes of Great Customer Service

ShepHyken

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. Shep Hyken.

Visual Automation: Boost Agent Productivity with Smart Eyes

TechSee

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Blog

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade.

How to Handle Customer Escalations in the New Customer-Centered Economy

Totango

Happy customers are in everyone’s best interests, particularly in today’s customer-centered economy. Because customers are empowered to walk away at a moment’s notice, they have high expectations. They want to be able to communicate with your business through the channels of their choice. They expect you to reply to their communications quickly and resolve escalations in a timely manner. And they want a personalized experience that makes them feel as if your business is built around their needs.

How to improve client relationships

HelpCrunch

There's nothing more important for a business that to establish nice friendly relationships with your clients. Check out this short guide to know what you need for this. The post How to improve client relationships appeared first on HelpCrunch blog. Customer service Sales & Marketing

Sales 81

Outsourcing Can Make Your Customer Experience Better. Here’s How.

Talkdesk

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Canned Responses for Better Customer Service Email Management

ProProfs Blog

There are times when there may not be a ready solution to address a customer’s problem. This is when canned responses and rule-based automated messages enable your support team to quickly send emails to customers.

Customer Expectations are Changing. Here’s How to Keep Up.

inContact

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. 9 in 10 customers are willing to buy more from companies with an excellent customer experience.

Preparing your support team for the future of customer service

TELUS International

Discover top tips for hiring, training and engaging your customer service team in the digital age. Training

5 Ways to Email Survey Invitations with GetFeedback

GetFeedback

At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Blog

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees.

How to Scale Your Customer Experience Efforts as Your Business Grows

Satrix Solutions

In 2014, Gartner stated that customer experience would be the “new battleground” for companies to compete on.

Preparing your support team for the future of customer service

TELUS International

People and Culture