Expert insights. Personalized for you.
You made it. Your team made it. Another holiday season is behind you. MORE
Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect. MORE
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). MORE
How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision. MORE
I always look forward to the new year and the enormous promise it holds. MORE
One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude. MORE
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. MORE
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres. MORE
With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn. MORE
Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. . MORE
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities. MORE
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030). MORE
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS MORE
As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. . MORE
An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business. MORE
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy. MORE
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now. MORE
“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done. MORE
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. MORE
The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020. MORE
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. MORE
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. MORE
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession. MORE
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service. MORE
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. MORE
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management. MORE
We took my son’s phone in for repair. After looking at the phone, the employee said. Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”. MORE
ShepHyken
JANUARY 8, 2020
One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude.
Contact Center Pipeline
JANUARY 6, 2020
I always look forward to the new year and the enormous promise it holds.
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Myra Golden Media
JANUARY 8, 2020
We took my son’s phone in for repair. After looking at the phone, the employee said. Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”.
Beyond Philosophy
JANUARY 17, 2020
1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.
Speaker: Vanilla Forums
Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!
Peter Lavers
JANUARY 15, 2020
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.
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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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Convoso
JANUARY 3, 2020
Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem.
Steve DiGioia
JANUARY 6, 2020
We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.
ProProfs Blog
JANUARY 10, 2020
As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. .
Lumoa
JANUARY 9, 2020
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
ShepHyken
JANUARY 15, 2020
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.
Contact Center Pipeline
JANUARY 16, 2020
You made it. Your team made it. Another holiday season is behind you.
Totango
JANUARY 9, 2020
Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.
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.
Beyond Philosophy
JANUARY 10, 2020
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.
Peter Lavers
JANUARY 13, 2020
In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).
TechSee
JANUARY 7, 2020
With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.
Nicereply
JANUARY 9, 2020
“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done.
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
Upstream Works
JANUARY 16, 2020
This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).
ProProfs Blog
JANUARY 9, 2020
An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.
Customers That Stick
JANUARY 16, 2020
In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.
GetFeedback
JANUARY 12, 2020
About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.
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Transform your contact center to build relationships with your customers that will last a lifetime.
ShepHyken
JANUARY 17, 2020
This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.
Contact Center Pipeline
JANUARY 15, 2020
We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.
Totango
JANUARY 7, 2020
Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. .
Beyond Philosophy
JANUARY 3, 2020
How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision.
Advertisement
Learn 5 actions your organization can take right now to improve the customer experience.
Peter Lavers
JANUARY 6, 2020
Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect.
Hello Customer
JANUARY 16, 2020
January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.
Fonolo
JANUARY 14, 2020
Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.
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