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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
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
Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! 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
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? 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
168 
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
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. 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
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms. 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
This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers. 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 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
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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.
Steve DiGioia
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened?
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To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.
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
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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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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.
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.
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.
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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.
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PeopleMetrics
JUNE 16, 2016
As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms.
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 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
MARCH 10, 2016
It goes without saying there is no one-size-fits-all solution for how to run an efficient call center.
Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums
Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.
Steve DiGioia
DECEMBER 5, 2016
This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.
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
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
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.
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This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.
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!
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.
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.
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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.
ShepHyken
NOVEMBER 2, 2016
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty.
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.
Steve DiGioia
SEPTEMBER 16, 2016
Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben!
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A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.
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