INDUSTRY INSIGHTS YOUR PEERS ARE READING
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. MORE
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing. MORE
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. MORE
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. MORE
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-training MORE
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CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. Latest Thinking MORE
How can you discover the health of your customer experience? The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys. MORE
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics. MORE
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): MORE
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 MORE
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question. MORE
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want. MORE
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. MORE
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-techniques MORE
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One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? MORE
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 Video MORE
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If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. MORE
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. MORE
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! MORE
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. MORE
Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. MORE
Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once. MORE
Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”. MORE
Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates. MORE
Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits. MORE
New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line. MORE
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. MORE
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures. MORE
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. MORE
ShepHyken
NOVEMBER 30, 2016
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected.
Beyond Philosophy
NOVEMBER 30, 2016
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment.
Callminer
JANUARY 26, 2016
As recent research shows, the U.S. call center industry is alive and well. According to the data, the industry saw a total of 22,265 new positions added in Q3 2015, minus 5,678 jobs that were cut due to force reductions and closures.
Customers That Stick
SEPTEMBER 26, 2016
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-techniques
Advertiser: Interactions LLC
In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica whitepaper to learn how important conversational AI is to your CX strategy.
Peter Lavers
FEBRUARY 11, 2016
Supermarket giant Tesco has been ordered to make “significant changes” in the way it deals with suppliers after the Groceries Code Adjudicator found that the supermarket had deliberately delayed payments to boost its profits.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Kayako
DECEMBER 8, 2016
CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference.
Amity
OCTOBER 5, 2016
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more.
CustomerGauge
DECEMBER 12, 2016
Has anyone else ever heard the term “digital transformation” and let loose one of the longest eye rolls of their life? Don’t worry, I was in your shoes once.
Speaker: Diego Lo Giudice and Chad Hendren
With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.
AskNicely
FEBRUARY 29, 2016
How can the CEO of a major organization change the company culture in just five minutes a day? A few years ago, I found that I was asking myself the same question.
ShepHyken
NOVEMBER 16, 2016
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!):
Beyond Philosophy
NOVEMBER 23, 2016
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5
Callminer
MARCH 10, 2016
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center.
Advertisement
Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!
Customers That Stick
OCTOBER 15, 2016
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 Video
Peter Lavers
DECEMBER 10, 2016
CustomerGauge has listed Peter Lavers on the The Top Customer Experience Influencers to to follow in 2017! View the list on CustomerGauge.com . Tweet to @PeterLavers. The post Peter Lavers makes the Top 20 Customer Experience Influencers to follow in 2017 appeared first on Think CX. Latest Thinking
Win the Customer
OCTOBER 3, 2016
One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition?
Kayako
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing!
Speaker: Kerry Bodine and Lindsay Sykes
The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality.
Amity
SEPTEMBER 12, 2016
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want.
CustomerGauge
JANUARY 15, 2016
How can you discover the health of your customer experience? The Net Promoter Score® (NPS) and its expanded version the Net Promoter System are metrics proven to measure customer loyalty. The Net Promoter Score gauges how loyal your customers are, by conducting short 2-minute surveys.
AskNicely
MAY 16, 2016
Having the right dashboard can revolutionize your business in terms of success and your own enjoyment. A dashboard is meant to give you vital information and data at a glance, with users able to access everything from sales and marketing data to finance, inventory reports and website analytics.
Advertiser: Skilljar
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.
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created.
Beyond Philosophy
NOVEMBER 16, 2016
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way.
Callminer
APRIL 8, 2016
New data shows that 45 million hours a year are wasted on inadequate customer service. The fact of the matter is this: Companies simply can’t afford to waste time or money when brand and budgets on the line.
Customers That Stick
OCTOBER 3, 2016
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-training
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Peter Lavers
NOVEMBER 30, 2016
Steve Dennis of Sageberry Consulting spoke to the final forum of The Customer Council in November in Johannesburg on the subject of “Winning in a digital-first, omni-channel world”.
Win the Customer
NOVEMBER 9, 2016
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive.
Kayako
OCTOBER 6, 2016
Customer engagement and feedback are powerful tools for every company—but many startups see them as an afterthought, focusing all of their energies on selling more products and gaining more users. But what these companies are missing is that customers are their best advocates.
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