2014

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires.

25 Influential Call Center Twitter Profiles to Follow

Callminer

Due to today’s rapidly evolving digital environment, the traditional contact center model is changing, because both the business behind it and the customers in front of it are changing. Indeed, predictions for the future of the call center include increased focus on the customer experience, omnichannel contact, mobile customer care, migration to the cloud, and […]. The post 25 Influential Call Center Twitter Profiles to Follow appeared first on CallMiner. Call Center Best Practices

5 Reasons Why Customer Feedback Matters More Than Ever

Win the Customer

So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working?

Faces of Customer Experience: Becky Lollar

Customers That Stick

Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked!

Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

More Trending

Recent WebTV Interview on Customer Service Trends

Brad Cleveland

Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts. In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations.

No! No! No!

Contact Center Geek

I make calls to call centers nearly every working day. On purpose. And I enjoy it! Yes, you read that correctly. I actually go out of my way to call at least one call center each working day. I have been doing this for more than 15 years and I still get crazy looks when I tell people I do it.

The magic of Disney – now that’s what I call a Customer Experience!

ijgolding

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring.

17 Social Customer Service Reports You Can’t Live Without!

Chad Schaeffer

I have the best job in the world. I get to do what I truly love which is help clients improve their social customer service programs.

As the Economy Gets Better, Customer Service Gets Worse

Beyond Philosophy

This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is.

Want to excel in customer engagement? Go “Dolly” in your contact center!

eGain

Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large! Let’s go part by part. First, you need to clone the “face.” This has become important even for sales and service outside retail or the branch office.

Using Social Media to Drive an Exceptional Customer Experience

Win the Customer

An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels. Customer Experience Customer Service Social

5 Customer Service Language Hacks

Customers That Stick

Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease.

The Secret to Customer Retention

CX Journey

Image courtesy of featureset I originally wrote today''s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I''ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl, had many horses over the years.

James Clifton: Five Ways to Improve Customer Service

Bill Quiseng

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions.

Net Revenue Score is not a new Net Promoter Score®

Genroe

I’m always open to a debate on the pros and cons of any business approach but it’s better if the person on the other side has done their research. That way we can have a thoughtful debate.

How Many Concurrent Chat Sessions Should Agents Handle

Brad Cleveland

Call Center Contact Center Customer Service Multi-channel Support Videos Workforce Management Brad Cleveland chat multichannel workforce management

Customer Service Week

Contact Center Geek

As a call center manager, Customer Service Week is a lot of fun! Celebrated every year during the first full week of October, this is a chance to show my appreciation to the people that take calls and, often, get closer to our customers than anywhere else in the business.

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

ijgolding

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences.

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

It was May 2001 and I was just kicking off my first contact center software implementation as a project manager. Consumers were rapidly adopting email as an innovative communication method and big companies were trying to figure out how to manage this incredibly modern support channel.

Are You Deliberate with Your Customer Strategy or Just Taking a Chance?

Beyond Philosophy

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements.

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience.

Is Your Customer Experience Infected?

Beyond Philosophy

Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi.

Discovering What Customers Don’t Know Themselves

Beyond Philosophy

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? What is going wrong here?

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go.

Why Most Customer Experience Programs Fail

Beyond Philosophy

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause.

3 Steps to Becoming #1 on Trip Advisor

Beyond Philosophy

The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal.

4 Things We Can All Learn from a Retail Customer Experience

Beyond Philosophy

Retailers have been at the forefront for understanding how to use the human brain and emotions to maximize profits from their Customers. So what can the rest of businesses learn from them? Here are four lessons everyone can learn from a Grocery Store: 1. How it smells affects how it sells.

What Does The Scottish Independence Vote Have to Do with Customer Experience?

Beyond Philosophy

Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go.

How to Make or Break Your Customer Experience

Beyond Philosophy

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

4 Ways to Gain Customers’ Trust in Data Security

Beyond Philosophy

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards.

Right or Wrong? Protecting Yourself Against Other Passengers

Beyond Philosophy

Two flights. Two grounded planes. Four angry passengers, one of them with a wet shirt. Two planes worth of delayed passengers. And one big question: Is it okay to recline your seat on a flight?