May, 2019

Sprinkles: Antidote to The Demise of Customer Surprise

Chip Bell

When I was ten years old, I did a very naughty thing. I secretly watched my parents hide all the Easter eggs. As my cousins and siblings rushed into our backyard on the hunt for brightly colored eggs, I calmly went straight to all their hiding spots! I “found” a lot more eggs! But, they had a lot more fun. They squealed and grinned when they found an Easter egg; I was far less enthused. Customer service for many years had more than its share of “squeals and grins.”

Don’t Be Lazy – Go the Extra… Inch!

ShepHyken

The other night my wife and I met three other couples for dinner at a nice restaurant. The food was great, but the service ended on a sour note. Our server got lazy.

Three Ways To Fix the Escalation Problem

Myra Golden Media

Escalated calls are frustrating for everybody – the employee who knows she could’ve done the exact same thing the supervisor did, the supervisor whose hair is on fire, and for the customer who has lost time. It’s time to fix the escalation problem.

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

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.

5 Ways Tomorrow's Contact Center Will Deliver Value

Call Center Weekly

By: Andrew Gilliam Imagine what the world will be like after you've checked off every box on your customer experience to-do list. Pre-purchase anxiety no longer exists, thanks to careful messaging and word of mouth. Product issues are eliminated at their root-cause, before goods leave the factory.

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Survey: NFF returns of electronic devices can be prevented

TechSee

More consumers than ever are sending back fully functioning electronic products. This No Fault Found phenomenon is costing companies a fortune – how can they address the issue of NFF returns? Sara Turner was looking forward to receiving her new espresso machine.

Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

How to Prepare Your Employees to Get An Angry Customer to Back Down

Myra Golden Media

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. But your employee is calm and confident. She’s saying things like, “Umm…hmm,” “I see….”

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. It was a tough audience. One of the guys asked, “How much money are we going to get back by doing this?”.

The Changing Role of CX Testing in Digital Transformation

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.

Why We Need Less Leadership

Call Center Weekly

By Kathryn Frankson Ok, ok so we still need leadership. But, as someone who just wrapped an Experienced Manager training I'm now convinced that we actually need more management.

B2B 203

Protecting Customer Data, Part 3: Shining a Light on Dark Data

Contact Center Pipeline

Hoarding data has been the standard practice for most businesses for years.

Improve AHT: here’s how top contact center decision makers do it

TechSee

Analysis of Average Handling Time is deeply entrenched in the customer service field and almost every contact center manager wants to improve AHT.

Guest Blog: Why Convenience is a Key Differentiator in CX

ShepHyken

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. .

Optimizing Customer Experience Data to Drive Business Success

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!

What’s Your Customer’s Panic Question?

Myra Golden Media

After six weeks in the hospital, we got the news that Dad would be released and that he would go to a rehab center eight miles away. Mom called me frantic, “He’s so weak, I have no idea how I’ll get your dad into the car to take him to rehab.”.

Creating a Frictionless Experience

Beyond Philosophy

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! I wish that buying process was just a little more complicated!” ” Why? All customers want their experiences to be easy.

Improve IVR to create a better customer experience

UJET

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system.

Speech Analytics in 2019 and Beyond: With Change Comes Opportunity

Contact Center Pipeline

If you’ve been lucky enough to be in the audience when an engaging speaker hits the stage, you know that his or her first words come with authority.

The Path to Journey Management

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.

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Blog

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement?

Amazing Business Radio: Jill Nelson

ShepHyken

Being Human in a Technology-Driven World. Why Connections Matter More Than Ever. Shep Hyken interviews Jill Nelson. They discuss her company, Ruby Receptionists , and how to use both technology and humanity to deliver an amazing customer experience.

What I Wish Everyone Knew About Getting Angry Customers to Back Down

Myra Golden Media

Anger Can’t Be Ignored. We’ve all chosen to not dignify a person’s absurd comment with a response, or perhaps you’ve stepped over a toddler sprawled on the floor in a tantrum, letting them scream.

Are You Managing This Key Driver of Poor Experience?

Beyond Philosophy

We don’t like uncertainty. It affects our lives in many ways, and especially as customers. Consider the fact that we buy insurance. We purchase peace of mind that we are covered if something unlikely (and terrible) happens.

A New Segmentation Model for Customer Onboarding

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.

An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space.

Managing Attrition in a Strong Economy

Contact Center Pipeline

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off?

Guest Blog: What is Outsourced Customer Support and Why Do You Need it

ShepHyken

This week we feature an article by Costi Teleman who writes about the importance of excellent customer support and what to look for when outsourcing your support team.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

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.

3 Steps to Reducing Stress and Escalations With Customer Service Teams

Myra Golden Media

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.”

Why Are Insignificant Things So Significant?

Beyond Philosophy

Why Are Insignificant Things So Significant? Have you ever had the feeling that something about a buying experience didn’t feel right? Chances are if you did, you didn’t buy the product or service. Most times, how a purchase feels is a driver for our customer behavior.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.