2015

Listen to the Voice in your Customer’s Head

Beyond Philosophy

Why do we do what we do? The simple answer is because of our emotions. I often use the analogy in my presentations that emotions are like little voices in our heads.

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.

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.

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.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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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.

What Can Great Leaders Do?

Rudy Vidal Consulting

We know that leadership is important, but what is the difference between good and great leadership? Great leader facilitate the behaviors necessary to reach our goals. Great leaders create c larity of purpose. Great leaders keeps us aligned to the purpose and the customer values.

The Ultimate List of Net Promoter® Best Practice Tips

Genroe

Automate your process. Net Promoter was launched in 2003 and since then many, many organisations have used the methodology to drive change in their business. With so much time invested, lots of lessons have been learned.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few.

CRM 311

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!

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.

Faces of Customer Experience: Renee Cloyd

Customers That Stick

Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program.

Measure to manage customer experience

eGain

Are you measuring customer experience? In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing process too cold you need to increase the temperature.

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.

The New Customer Service Mandate - It’s No Longer Socially Acceptable To Not Be Social

Ian Jacobs

This a guest post by Danielle Geoffroy , a Research Associate on the Application Development & Delivery (AD&D) team. Customer service teams are facing a dilemma that may bring back high school nostalgia - if you want to be one of the cool kids, you need to be social. But simply being present in the social scene doesn't automatically make you hip to the digital customer. You need to talk the talk and have the latest gadgets.

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.

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.

Key Steps to Successful Agent Coaching

inContact

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call.

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.

Hello Customer and Paul Laughlin talk Customer Centricity

Peter Lavers

Knowing what you’re customers are saying about your is just the tip of the ice berg! Last week, WCL CM teamed up with Hello Customer and Paul Laughlin, to get to grips on how companies can be more customer centric.

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 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.

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.

Customer Service Infographic, The Forgotten Marketing Channel

Win the Customer

Too many organizations fall short in translating the desire for great customer experience into customer service actions that create them. If more than half of customers would be willing to pay more for a better customer experience, why don’t more organizations get more from customers?

Measure and improve contact center agent experience in order to improve customer experience

Ian Jacobs

Contact center agents have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple.

Celebrating 30 Years of Contact Centers

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Videos Brad Cleveland customer experience ICMI

Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know

HGS

Impacts of Healthcare Consumerism: Part 2 The Brave New World of Choice: What You Need to Know. Posted by Krithika Srivats.

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?

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.

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.

Customer Centricity Masterclass Highlights

Peter Lavers

Doug Leather’s master class on Customer Centricity really caused an impact in June at Twickenham Stadium. The key outcomes from the day were: A deep understanding of what customer centricity really is.

People Are Watching

CCNG

In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.

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