2015

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational.

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand.

Faces of Customer Experience: Nicole Miller

Customers That Stick

Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores.

Everyone Has A Story

CCNG

Everyone has a story to tell. Everyone you meet knows something you don’t. We invite CCNG members to share their experiences, stories, and expertise in Contact Center Operations, Customer Engagement, and Customer Service.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Why Bad Customer Service Experiences Happen [Infographic]

Win the Customer

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. People are at the center of providing or receiving customer experiences. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers.

More Trending

How to start using Social Media for Customer Service

Bill Quiseng

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use.

Get your customer service ready for the digital-first generation

Ian Jacobs

This is a guest post by Danielle Geoffroy, Research Associate on the AD&D team who helps with our customer service and unified communications research. Do you hear that swooshing sound of a tweet being sent in the middle of a Google Hangout? It's faint, but strong, and it means they're coming.

The 12 Principles of Customer Relationships

Brad Cleveland

The principles behind building strong customer relationships are as important as ever in today’s hyper-connected economy. Evolving customer expectations, social communities, new channels and other developments have not changed the fundamentals.

Managing Knowledge Transfer During Contact Center Outsourcing Transition

HGS

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Posted by Marsha Eisnor. Contact centers are often prone to transition.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Music: A Marketing Tool

Beyond Philosophy

Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.

Forging the link between Customer Experience and Innovation – Six Crucial Principles

Peter Lavers

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. That’s only partly true!

5 Principles for Great Restaurant Customer Service

Customers That Stick

Restaurants are one of the few truly universal industries because almost everyone has familiarity with them.

Effective Communication Is Difficult

CCNG

Many people think effective communication is simply lining up the three primary parts of communication – body language, tone, and the actual words we speak.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

The Customer Is NOT Always Right, But Is Always a Customer

Win the Customer

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it.

Metrics for Customer Experience Management

ClearAction

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success.

New Research: Customer Effort Score Debunked, NPS® Vindicated

Genroe

Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion. incredibleguy. It’s similar with customer feedback metrics.

In customer service, your people are NOT your most important asset.

Bill Quiseng

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Ways to Deal with Negative Online Customer Reviews

Return Customer

If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.

Providing a Poor Customer Experience Is Costly

Brad Cleveland

When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price.

Managing Knowledge Transfer During Contact Center Outsourcing Transition

HGS

Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog.

Customer Experience: Keep it Simple Stupid

Beyond Philosophy

If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Create a culture of action in your Customer Insight Team

Peter Lavers

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). I’ve recently started sharing content on there and its been a positive experience with active engagement.

In Customer Service, Is Ordinary Now Extraordinary?

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog Uncategorized

Speech Analytics: Magic, Mystery or Method?

CCNG

Who doesn’t love a good whodunit? As an avid mystery reader, I enjoy the plot twists and turns and characters that flip-flop between villain and hero. The butler did it – no, that’s too obvious – okay, it has to be the shy and beautiful parlor maid; maybe.

5 Tips to Turn Difficult Customers Into Brand Advocates

Win the Customer

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

How to Make Customer Experience Strategy Integral to Corporate Strategy

ClearAction

How to Make Customer Experience Strategy Integral to Corporate Strategy. Is customer experience management in your company (a) a subset of corporate strategy, (b) unrelated to corporate strategy, or (c) a determinant of corporate strategy?

It’s Not the Number Stupid: Net Promoter® is not a Numbers Game

Genroe

by DonkeyHotey. I’m sure you’ve heard of Bill Clinton’s famous, but unofficial, 1992 campaign slogan : “It’s the economy stupid”. His chief of staff wanted to focus everyone on what was most important in the run up to the election.

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here.

What Millennials Expect from Online Customer Service

Return Customer

Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.