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.

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.

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Keep It Simple: Minimalist Marketing Messages

Joe Rawlinson

There are a number of tried and true methods that help business owners keep and attract customers. One of the most current and prominent marketing trends is minimalism.

More Trending

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

What makes the the worlds #1 Customer Experience brands?

ijgolding

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ ’ is a pretty typical question. It is a good question to ask and one that I […].

Travel 137

People wranglers or individual contributors? What’s the difference and who is most important?

Kayako

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression.

Meet Your Customer Experience Goals: A Four-Step Guide

PeopleMetrics

Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

6 Ways to Wow and Win Back Lost Customers

customer sure

Takeaway: 6 businesses share their approach to wowing and winning back lost customers. Find out what matters most to your customers, and go beyond their expectations. Reading time: 8 minutes. Wouldn’t it be great if you could win back lost customers?

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!

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.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

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.

How to Identify Your Customer Pipeline & Make Sales

Joe Rawlinson

Sales are hard to make for even many established companies, and for newer businesses or those with only a small profile in the market, they can be the difference between sink or swim. But before you can even make sales, you need to identify who exactly is interested in your product or service.

Sales 146

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us?

How to Use Marketing Quotes to Inspire and Catalyse Action

C3Centricity

Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Ignorance, Disbelief and Failure – lessons in how NOT to lead from the Orient – Leyton Orient!!

ijgolding

One year ago I wrote a blog post about leadership. It was a delight to write with great clarity about how an organisation had achieved remarkable things through strong, committed, innovative, focused and inspirational leadership.

5 ways to retain your customer support staff

Kayako

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment.

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 Moments That Can Make or Break a Banking Customer Experience

PeopleMetrics

Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries more weight.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

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.

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

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.

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.

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.

Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible.