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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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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Customers Are Irrational! Why? What Can We Do About It?

Beyond Philosophy

Customers Are Irrational! What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones.

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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.

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.

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.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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.

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.

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.

A Q&A with Unymira’s Chris Rall

Contact Center Pipeline

For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one channel, multiple channels or are looking to transition to an omnichannel environment, a well-thought-out knowledge management strategy should be the foundational step for moving forward. Unymira’s goal is to make customer […]. Technology call center contact center knowledge base Knowledge Management

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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.

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.

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.

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

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Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

4 customer onboarding metrics that SaaS companies should measure!

CustomerSuccessBox

Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics?

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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.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Turn NPS Detractors Into Promoters

GetFeedback

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.

From Bills to Balances, Banking Customers Make Digital Part of their Lives

ForeSee

Money management is on our minds—it’s also on our phones, tablets, and laptops. Data from the latest Digital Experience Index from Verint ForeSee shows that banking customers* love the convenience. Banking CX Best Practices Financial Services Research & CX Data ROI of CX

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Successfully Manage the Post-Purchase Customer Service Experience

Fonolo

The buying experience often gets the most attention in customer service. Conversions are the name of the game for most businesses, so it would make sense that importance is placed on the process leading up to a purchase.

Who is responsible for employee development?

5CA

A few years ago, after over twenty years working in the Customer Service Industry, I crazily returned to university and completed my master’s degree in HRM, where my final thesis focused on linking staff engagement to brand loyalty

How the Right Processes Can Create Customer Success “Wow” Moments

ClientSuccess

In the customer success world, processes are king. Having a structured way of doing things is the only way many customer success teams can actually get everything done in the day, let alone make sure nothing specific for individual customers slips through the cracks.