Uniphore

NOVEMBER 8, 2015

In 1947, General Motors saw the benefit of reducing labor through automation and established a department to save energy and materials and improve process quality, accuracy and precision. The latter three themes - quality, accuracy and precision - constantly elude many contact center operations where processes can be horizontally and vertically complex and inevitably span multiple business applications.

Contact Center 140

Contact Center 140

Beyond Philosophy

NOVEMBER 10, 2015

In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.

CX 154

CX Customer Experience 154

Win the Customer

NOVEMBER 10, 2015

Bad customer service experiences don’t just impact one customer. The costs of bad service compounds as poorly trained agents continue to make critical mistakes in the customer relationship. According to a new study by New York Times bestselling authors, Joseph Grenny and David Maxfield bad customer service experiences cost the average company $54,511 annually per employee.

Customer Service 145

Customer Service Customer Relationship 145

Customers That Stick

NOVEMBER 10, 2015

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Customer Service 143

Customer Service 143

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.

Customer Loyalty

Kate Nasser

NOVEMBER 7, 2015

Leaders, is your organization process driven. Even addicted to process? Launch a leadership reawakening. Ignite and engage employee innovation this way. People, not process, create and innovate! The post Leadership Reawakening: People Not Processes Create & Innovate appeared first on KateNasser.com.

Innovation 91

Innovation 91

Beyond Philosophy

NOVEMBER 12, 2015

“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.

CX 147

CX Customer Experience 147

PeopleMetrics

NOVEMBER 13, 2015

If you’re not a Reddit reader, you may not have heard of their popular “Ask Me Anything” (AMA) threads. The format is simple: a guest—who usually has a deep knowledge in a particular subject—invites questions and answers them. Guests can range from celebrities, to researchers, to business leaders. Recently, Jerry Stritzke, the CEO of outdoor retailer REI, was an AMA guest.

Sales 79

Sales Net Promoter Score Customer Experience Retail 79

Kate Nasser

NOVEMBER 10, 2015

Teammates: we know an apology must be sincere to succeed. But what frames it as sincere? Here's the 4 step checklist fr The People-Skills Coach™. The post Making Worthy Teamwork Apologies | #integrity #peopleskills appeared first on KateNasser.com.

79

79

Heart of the Customer

NOVEMBER 11, 2015

Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders to select among three pricing plans. This would allow their customers to select the plan that best fit their needs. Their market research confirmed interest in the plan, so they implemented the new account types. […].

Contact Center 68

Contact Center Innovation Customer Experience 68

Customer Bliss

NOVEMBER 12, 2015

The Chief Customer Officer (CCO) role will evolve as you progress in implementing the five competencies and moving through the customer experience maturity phases: Commit, Unite & Build, Embed, Mature, and Elevate. Years one through three are what I call the “disruption and blocking and tackling years.” People know how to achieve results within their silo walls.

CX 75

CX Customer Experience 75

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Comm100

NOVEMBER 11, 2015

“Sales are contingent upon the attitude of the salesman–not the attitude of the prospect.”- W. Clement Stone. If you could double or even triple your revenue in minutes, would you? Before you roll your eyes and point out that you don’t have a magic lamp to rub, consider your upselling game. How often do you actually succeed in getting customers to add a little something extra to their carts?

Sales 69

Sales B2C B2B Gaming 69

Kate Nasser

NOVEMBER 11, 2015

What words of wisdom have you learned through years of interacting w/ others? Share them in people skills Twitter chat Nov 15 w/ The People Skills Coach™. The post Words of Wisdom: JOIN #Peopleskills Chat Nov. 15th 10amET appeared first on KateNasser.com.

73

73

Provide Support

NOVEMBER 11, 2015

Customer expectations for the holiday season 2015. Holiday revenue can account for 20-40% of a retailer’s annual sales, according to NRF. That’s why online and omni-channel retailers have every reason to work hard to prepare for the holiday season. Perhaps, it is understandable that one in four retailers names sales, revenue, profit and conversions as a top business priority during the holiday season.

Customer Experience 68

Customer Experience Retail Customer Expectations Sales 68

Customer Bliss

NOVEMBER 10, 2015

As you assess the maturity phase of embedding the five competencies, moving your organization from ‘Commit’ to ‘Unite,’ here are four tactics to engage (or reengage) your leadership and organization: 1. Establish Consensus on Managing Customers as Assets. This is an important step to earn the right to do this work. Achieving this can only occur when there is consensus on how to measure this growth or loss, and that leaders start to use the language in a united manner to shift from survey score f

Engineering 64

Engineering Customer Experience 64

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.

Voice of the Customer

Comm100

NOVEMBER 13, 2015

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved. Each ticket created represents a specific incident and can be assigned to the correct support team or department to quickly resolve your customer’s problems.

Start-ups 64

Start-ups Customer Service 64

CX Journey

NOVEMBER 10, 2015

Image courtesy of degconsulting How do you know where to start your CX journey? I've been asked this very question a few times in the last couple weeks. Don't know where to start? Just get started. You know you have to transform the customer experience with your company; don't let uncertainty paralyze you or derail you from getting started. As you already know, without executive buy-in and commitment, your transformation efforts won't get very far.

Government 64

Government Customer Journey Map Social Media Voice of the Customer 64

The DiJulius Group

NOVEMBER 11, 2015

Is Expertise no longer a competitive advantage? An article appearing in Harvard Business Review, titled, The End of Expertise, talks about how expertise is losing the respect that for years had earned premiums in any market where complex knowledge is valued. Talk to people in such professional service industries as private banking, auditing, consulting, even […].

Customer Service 45

Customer Service 45

1 to 1

NOVEMBER 10, 2015

Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. This can manifest itself in customer service interactions when a poor customer experience can result in desertion.

Customer Service 53

Customer Service Customer Experience Voice of the Customer Customer Loyalty 53

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?

Technology

CX Journey

NOVEMBER 12, 2015

Image courtesy of Routemaster 4 Hire Today I'm pleased to share a guest post by Paul Laughlin. Legoland, home to the legendary construction toy, never struck me as a conference venue. But it works well. Joining 200 others, I spent Moments of Truth Day 2015 (part of NCSW ) here, thanks to Rant & Rave. As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences.

Construction 63

Construction CX Start-ups Technology 63

1 to 1

NOVEMBER 9, 2015

Have you ever tried contacting customer service only to hit roadblock after roadblock? Last week my multiple attempts to contact a couple different companies did just that, as an online chat attempt with a telecom provider went unanswered and calls to a medical facility fell into voicemail. According to a new study, I'm not alone in my failed attempts to reach service in real time and also get quick answers to my inquiries or issues.

Customer Expectations 44

Customer Expectations Customer Service Customer Loyalty Customer Experience 44

1 to 1

NOVEMBER 10, 2015

Practically every retail store currently has their 'Now Hiring' sign front and center in preparation for the holiday rush. But this season, many retailers will be operating differently than they're accustomed to, as they will no longer utilize on-call scheduling to staff their stores. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Retail 40

Retail Sales Customer Experience 40

1 to 1

NOVEMBER 12, 2015

LinkedIn sends a lot of emails. It's common for members to receive email notifications about everything from work anniversaries to contact requests and new posts. But the company seems to have realized that quality is better than quantity when it comes to messages. LinkedIn is finally tailoring the rate in which it communicates with members to better match user behavior.

Social Media 39

Social Media 39

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.

Retail