Beyond Philosophy
NOVEMBER 3, 2015
Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.
Customers That Stick
NOVEMBER 3, 2015
We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Win the Customer
NOVEMBER 2, 2015
In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].
Heart of the Customer
NOVEMBER 4, 2015
Last week I had a computer problem that required me to contact technical support. I was sure I would have to send my computer in, but they were able to quickly solve my problem. So why was I so annoyed? And why does this matter to you? I started with phone support, but after hearing […]. The post Don’t Let Scripts Ruin a Great Customer Experience appeared first on Heart of the Customer.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ClearAction
NOVEMBER 3, 2015
Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.
PeopleMetrics
NOVEMBER 3, 2015
When thinking about the customer experience, it’s smart to imagine it as a series of interactions. A series of tiptoe steps, taken by an individual customer, through your customer-facing people and technologies. If you think about the many ways a given customer can tiptoe through your experience, you might realize that a key element is consistency. Which is why new technologies can seem so promising.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
NOVEMBER 1, 2015
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.
CX Journey
NOVEMBER 5, 2015
Today I'm pleased to share a guest post by Denise Lee Yohn. To excel in customer experience, you can't just rely on good design and solid execution. Your customer experience shouldn't just be great -- it should also be differentiated. Customer experience has evolved just as product and service did. Time was, all you needed was a good quality product.
Customer Bliss
NOVEMBER 3, 2015
Your work will be successful when you take a stair-stepped approach to gaining leadership clarity and commitment to the CX competency framework. As you embed the five competencies, over time, what your company stands for will shift. Starting with the lives of customers and employees will drive decision-making and elevate how your company is perceived.
Kate Nasser
NOVEMBER 1, 2015
Getting mentored by *all the experience around you is immensely valuable. From The People Skills Coach™, here are questions to ask your experienced colleagues. The post Getting Mentored: Astute Questions to Ask Experienced Colleagues 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.
Comm100
NOVEMBER 6, 2015
You’ve been there before. You go to your favorite shop and you happily make your way over to the register to make your purchase. But despite your cheery demeanor, the cashier’s not smiling back. You can feel the smile slide off your face as he stares back at you with dead eyes, like he’s looking through you. You leave the store doors defeated, receipt in hand, and you wonder why something so small like that bothered you.
CX Journey
NOVEMBER 3, 2015
Image courtesy of hattie.burgher I originally wrote today's post for Intradiem.It appeared on their blog on May 21, 2015. When we empower employees, does that impact their productivity? Employee empowerment is one of those phrases that often causes people to groan. Is it just another piece of employee lingo or a catch phrase? No, absolutely not. It's an important concept to both reducing employee effort and increasing employee engagement.
Customer Bliss
NOVEMBER 5, 2015
The five competencies of your customer-driven growth engine are comprised of a series of actions and decisions that impact both the operation of your business and its cultural disposition. Over time, the customer experience competencies will move from being disruptive to part of business as usual. In this evolution, leadership and employee behavior will mature from requiring facilitation to natural collaboration once skill sets have become embedded throughout the organization.
Kate Nasser
NOVEMBER 3, 2015
People Skills Shock: Leaders would your teams say people skills aren't needed because business isn't personal? The People Skills Coach™ tells how to reply. The post People Skills Shock: Leaders, Would Your Teams Ever Say This? appeared first on KateNasser.com.
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.
Comm100
NOVEMBER 4, 2015
Would you accuse a play of being bad just because the actors used a script? Of course not. The same should apply to a quality customer service chat. Sure, it’s a little different from theater–you are responding to a customer’s immediate questions and needs, and not just providing entertainment. But a successful live chat script is like a play with a choose-your-own-adventure twist.
Fonolo
NOVEMBER 3, 2015
In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. It is sometimes referred to as “utilization rate.”. You might think a simpler measurement like “call per hour” would answer this same question.
The DiJulius Group
NOVEMBER 5, 2015
Well read – In last week’s eService (one of my more popular ones) I shared The difference between a Mission, Purpose, & Customer Service Vision Statements. In it I demonstrate the clear difference and importance of each statement, especially how it should be interpreted by your employees. In this eService I want to demonstrate exactly […].
Kate Nasser
NOVEMBER 3, 2015
Building trust is people skills global Twitter chat topic (#peopleskills) SUN. Nov. 8th. JOIN us to explore. Host: The People Skills Coach™. The post Building Trust: JOIN #Peopleskills Chat Nov. 8th 10amET appeared first on KateNasser.com.
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?
1 to 1
NOVEMBER 5, 2015
It's no secret that presidential candidates spend massive amounts of money on political advertising. But TV commercials and billboards are no longer enough. Next year's presidential hopefuls will be facing off on a highly digital stage, giving candidates new opportunities--and challenges--to engage voters. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Provide Support
NOVEMBER 3, 2015
Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. No matter how user friendly your ecommerce website and shopping cart are, your customers may want to contact you with some questions or just to ensure your business is “alive” and they will not be deceived.
Waypoint Group
NOVEMBER 6, 2015
This post was originally written for Shep Hyken’s Customer Service blog. In “real life” if you have 1 happy customer and 1 unhappy customer, do you average them together to end up with a single “neutral” customer? Most people would answer, “No.” Yet this sort of feedback analysis happens all the time. And then companies wonder why they are never able to “move the needle.”.
Win the Customer
NOVEMBER 6, 2015
Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions. Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common customer service myths that prevent them from delivering the exceptional […].
Advertisement
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
1 to 1
NOVEMBER 2, 2015
In 2003 author Fred Reichheld introduced 'the ultimate question in his Harvard Business Review article "One Number You Need to Grow." Answers to the question, "What is the likelihood that you would recommend company X to a friend or colleague?" proved to be so powerful in predicting customer behavior and customer loyalty that the question became known as Net Promoter Score and served as a key growth indicator for leaders.
Provide Support
NOVEMBER 3, 2015
Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. No matter how user friendly your ecommerce website and shopping cart are, your customers may want to contact you with some questions or just to ensure your business is “alive” and they will not be deceived.
1 to 1
NOVEMBER 3, 2015
Gone are the days of black cats and witch hats. Instead, consumers have redirected their attention toward twinkle lights and velvet bows. Yes, the holiday shopping season has officially begun. (What's Thanksgiving, again?) But, as retailers dive into this increasingly complicated, nuanced time of year, leaders must recognize that the busy season presents critical lessons that are the true gifts that keep on giving.
1 to 1
NOVEMBER 3, 2015
For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effo
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Expert insights. Personalized for you.
154 
Let's personalize your content