Chip Bell

MAY 7, 2019

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.”

Airlines 64

Airlines B2C Scripts Customer advocacy 64

ShepHyken

MAY 8, 2019

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.

Customer Care 285

Customer Care Customer Service Personalization 285

Myra Golden Media

MAY 13, 2019

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.

Coaching 257

Coaching Call Center Customer Service 257

Beyond Philosophy

MAY 9, 2019

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.

Education 304

Education Consulting Consulting Benchmark 304

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.

Customer Experience

Call Center Weekly

MAY 1, 2019

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.

Contact Center 212

Contact Center Technical Support Engineering Feedback 212

TechSee

MAY 7, 2019

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.

Surveys 127

Surveys Entertainment Education Self service 127

ShepHyken

MAY 1, 2019

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.

Customer Service 292

Customer Service Advertising Self service Personalization 292

Myra Golden Media

MAY 13, 2019

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….”

Coaching 250

Coaching Call Center Personalization Customer Experience 250

Beyond Philosophy

MAY 8, 2019

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?”.

Construction 266

Construction Benchmark Customer emotions Consulting 266

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.

Call Center Weekly

MAY 2, 2019

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

B2B Marketing Sales Management 203

Contact Center Pipeline

MAY 1, 2019

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

Accountability 172

Accountability Surveys Contact Center Call Center 172

TechSee

MAY 14, 2019

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

Average Handle Time 117

Average Handle Time Contact Center Travel First call resolution 117

ShepHyken

MAY 3, 2019

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. .

Chatbots 272

Chatbots Marketing Customer Support Customer Service 272

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Best practices

Myra Golden Media

MAY 7, 2019

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.”.

Transportation 260

Transportation Customer Service Management Customer Experience 260

Beyond Philosophy

MAY 17, 2019

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.

Consulting 222

Consulting Consulting Customer Experience Marketing 222

UJET

MAY 14, 2019

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.

Interactive Voice Response 107

Interactive Voice Response Self service Customer Experience Multichannel 107

Contact Center Pipeline

MAY 15, 2019

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.

Analytics 153

Analytics Contact Center Call Center 153

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.

Journey mapping

ProProfs Blog

MAY 9, 2019

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?

Enterprise 104

Enterprise Upselling Sales Wait times 104

ShepHyken

MAY 14, 2019

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.

Customer Service 248

Customer Service Sales Customer Experience Marketing 248

Myra Golden Media

MAY 13, 2019

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.

Coaching 210

Coaching Personalization Customer Experience 210

Beyond Philosophy

MAY 10, 2019

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.

Management 195

Management Government Consulting Consulting 195

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.

Education

GetFeedback

MAY 9, 2019

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

Customer Experience 103

Customer Experience Metrics Journey mapping Feedback 103

Contact Center Pipeline

MAY 9, 2019

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.

Management 153

Management Contact Center Call Center 153

Totango

MAY 14, 2019

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?

Upselling 95

Upselling Advertising Surveys Enterprise 95

ShepHyken

MAY 10, 2019

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.

outsourcing 256

outsourcing Customer Support Customer Care Technology 256

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Contact Center

Myra Golden Media

MAY 6, 2019

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.”

Consulting 177

Consulting Consulting Customer Service Coaching 177

Beyond Philosophy

MAY 3, 2019

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.

Consulting 195

Consulting Consulting Customer Experience Marketing 195

GetFeedback

MAY 8, 2019

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.

Best practices 103

Best practices Surveys Customer Service Feedback 103