Callminer
AUGUST 20, 2015
How can contact centers leverage social media to improve the customer experience? Quicker response times, one-to-one engagement, and sentiment analysis & social listening are a few ways. Read more.
Uniphore
AUGUST 19, 2015
You do a lot for your customers. You make it easy for them to reach you in multiple channels. You train your agents about products and better communication. And yet, when customers move from one channel to another to get help, they end up frustrated and ready to abandon your company. Read More.
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Beyond Philosophy
AUGUST 25, 2015
Performance reviews are part of most employer/employee relationships. However, recent developments show that improving employee experience involves finding new ways to give employees feedback to improve motivation and success. Annual reviews are likely to get a resigned sigh out of most managers. After a less than insightful review, most employees might sigh as well.
Customers That Stick
AUGUST 19, 2015
Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service perspective, this makes restaurant customer service particularly challenging because almost every customer has both established service expectations and well-formed service triggers. Those expectations are often pegged to price or to impressions created by the physical environment.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Bill Quiseng
AUGUST 10, 2015
Micah Solomon is a customer service and marketing speaker, strategist, and author of the book, High-Tech, High-Touch Customer Service. Ever since reading his book, I have been following his customer experience articles on Forbes. So when he recently published an ebook entitled Culture Of Yes: Practices And Principles Of Great Hospitality , I was all over it.
Win the Customer
AUGUST 17, 2015
When our internal organizational culture makes us happy, we exude that happiness to our customers and create the foundation of exceptional service experiences. “A nation’s culture resides in the heart and in the soul of its people.” Gandhi wasn’t referring to business when he said this, but this quote can and should be implemented as […].
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Uniphore
AUGUST 30, 2015
More than a third of consumers would gladly live without electricity for a week if the alternative was to live without their smartphones, found a Cisco study. It’s understandable. As WDS points out, every mobile device is an “omni channel platform with voice, email, web chat, video chat, SMS and social media capabilities”. Read More.
Beyond Philosophy
AUGUST 20, 2015
Your brain makes up 3% of your total body weight. However that 3% of your body weight takes 20% of your body’s energy to run. As highly evolved humans, we are always looking for ways to preserve energy, and one of the ways we do this is relying on habit. It’s important for Marketers to understand customers’ habits when marketing to them. We engage in habits every day.
Customers That Stick
AUGUST 11, 2015
Twitter understands that it is often a channel for immediate customer response, and it is not only embracing its role as a customer service channel but beginning to focus on selling itself as an indispensable channel for customer service. On August 6 th , Twitter released a Customer Service Playbook designed to convince organizations of Twitter’s importance as a customer service channel and to demonstrate how they can use the channel to generate effective results with customers.
ClearAction
AUGUST 29, 2015
3 Types of Customer Experience Action Essential to ROI. Most things in life need ALL their ingredients to function as intended. Miss the eggs in a cake recipe, forget earbuds for your iPod nano, omit the submit button on a form, arrive at an airport without your luggage, get no sleep in a 24-hour period — you get the picture. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop.
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Win the Customer
AUGUST 1, 2015
Like many aspects of business, customer service is an ever-evolving part of everyday operations that is constantly changed by developments in technology. Customer expectations have changed in the information age, and many businesses are falling behind – Fonolo reports that only 26 percent of consumers had a positive response when asked if they thought customer […].
PeopleMetrics
AUGUST 27, 2015
Selling in the business-to-business (B2B) space is complicated. In fact, if you watch a B2B sales manager for any length of time, there’s a 97.4% chance s/he’ll stare longingly out the window, sigh, and dream about selling in a retail setting. OK, I made up that statistic. (But I’m 97.4% sure it’s true.). A B2B sales manager’s job is essentially to coax a prospect into buying a problem-solving machine.
Uniphore
AUGUST 26, 2015
It’s been a few decades since business started being a “thing”. Modern life is challenging us to have a full social, family, personal and healthy life while fulfilling ourselves professionally. People do everything they can to multitask, including online shopping from the bathroom , reports the Washington Post. Read More.
Beyond Philosophy
AUGUST 6, 2015
A definite link exists between Employee Engagement and Customer Experience. In spite of this, many organizations choose to keep their Employee Engagement programs and their Customer Engagement programs separate. However, linking the two areas is key to having success in both. Aetna made headlines when they gave their lowest-paid workers a raise to $16/hr.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Customers That Stick
AUGUST 4, 2015
We’ve all had that awkward moment. We’re shopping in a store or asking about the product we ordered, and the frontline rep we’re interacting with starts to overshare. We hear about their life story, about the seven week saga that led to the order being delayed, or about how much they hate their job. It’s a case of TMI (too much information), and in customer service, it can be deadly.
Kerry Bodine
AUGUST 24, 2015
In order to transform your customer experience, you need to change employee behavior. But how can you encourage the right types of behavior? Two awards will help. The Above & Beyond Award: When a customer contacts your company with a problem, you want employees to fix it as quickly as possible. Depending on the nature of the problem, that might mean doing tasks that aren’t in their official job descriptions, staying overtime, or going on what feels like an organizational scavenger hunt.
Win the Customer
AUGUST 14, 2015
One of the most frustrating elements of customer service online is a service provider with a terrible Website. Nothing says you don’t care about your customers or their customer experience more than by not investing in the right online experience or letting your Website commit the unpardonable sins of bad Web experience. How important is […].
PeopleMetrics
AUGUST 18, 2015
As a teenager, while sweating my way through a series of character-building summer jobs, I did a stint as a waiter in a hotel. Every week, I rotated through three dining areas: a diner, a bar, and a fine-dining room. It was a good scenario for learning the basics of dealing with people. It also taught me how good customer experience strategy depends on meeting the expectations of individual customers.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Uniphore
AUGUST 11, 2015
Last week I called a financial institutional and ended up in their contact centre queue. I got the shock of my life when the IVR indicated that I had an anticipated 28 minute wait on hold before being able to talk to someone! Read More.
Beyond Philosophy
AUGUST 18, 2015
I often say people are irrational, but only because they are. We all do irrational things. We like to think we make logical decisions based on rational thinking all the time, but we don’t. The truth is, your mind plays tricks on you every day, and many times, it’s in one of three ways. In “ Thinking Fast and Slow ,” Professor Daniel Kahneman, Nobel Memorial Prize in Economic Sciences recipient in 2002, explores why our mind plays tricks on us.
Heart of the Customer
AUGUST 5, 2015
A question I get asked a lot is, “What exactly is a customer journey map?” Considering that my official title is Mapper-In-Chief, it seems like I would have a short, clean answer ready and waiting. Or at least a short overview, with the caveat, but there’s more to it than that. In reality, though, I […]. The post A customer journey map is a story appeared first on Heart of the Customer.
C3Centricity
AUGUST 23, 2015
Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts. C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. [.]. The post How to Use Marketing Quotes to Inspire and Catalyse Action appeared first on C3Centricity.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
Win the Customer
AUGUST 3, 2015
Product and service focus can be like two sides of a brain, approaching customers in completely different ways and often struggling to achieve maximum customer experience potential. Product managers want to know what customers think of their product. It’s vital to be able to continue improving and making a product that people want to use, and provide […].
PeopleMetrics
AUGUST 25, 2015
Imagine an ocean scene. Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. And here comes your business, a lumbering cargo ship. With a bum steering wheel. And a broken compass. And a first mate who lied on his resume and has never been on a boat before. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.
Uniphore
AUGUST 13, 2015
Mobile users are more task focused and proactive than desktop users, explains ContactBabel and Jacada’s US Contact Center Decision-Makers’ Guide 2015, so when they need help, they expect their customer service providers to be proactive as well. Read More.
Beyond Philosophy
AUGUST 4, 2015
“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. – Harvey Mackay, Sales Expert, Author and Columnist. Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here.
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
Heart of the Customer
AUGUST 27, 2015
Here’s a Q&A I did recently with Recruiting Social, who asked me to talk about using CX in the hiring process to improve candidate experience. Why should the candidate experience matter to employers? If the goal is to get the best talent, yet you make people go through really hard and opaque application and recruitment […]. The post Using Customer Experience-Savvy to Improve Your Candidate Experience appeared first on Heart of the Customer.
C3Centricity
AUGUST 9, 2015
Last week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions. In this post, I would like to continue to support your efforts with some [.]. The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity.
Customer Bliss
AUGUST 20, 2015
I’m introducing a new word for you to consider: desire. Its time to replace the word ‘loyalty’ with the word desire. What I’ve experienced and observed is that ‘loyalty’ can be something to go get from customers, rather than something to be earned. Loyalty is often defined in this manner because someone has run numbers to correlate that customers who own two products rather than one are more loyal or worth more.
Kate Nasser
AUGUST 16, 2015
Leaders, How well do you show leadership strength w/o being harsh? Don't get stuck in the myths of toughness. Insights fr The People Skills Coach™. The post Leadership Strength: 6 Reasons Leaders Are Harsh vs. Strong #peopleskills appeared first on KateNasser.com.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
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