Sat.Sep 05, 2015 - Fri.Sep 11, 2015

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How to Reduce Stress in the Call Center Environment: Checklist

Callminer

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech analytics can help.

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The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

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Exemplary Customer Service: It’s All About the Journey

Heart of the Customer

“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies focus exclusively on the first half of this equation. Sales to new customers are exciting, and resources are appropriately targeted to land new customers. Look at the continual offers coming from TV service and internet […]. The post Exemplary Customer Service: It’s All About the Journey appeared first on Heart of the Customer.

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Engagement Currency: Do You Really Know Why Your Employees Work?

Kate Nasser

Leaders, build relationship engagement currency. Find out with these questions why your employees work. Secret to engagement fr The People Skills Coach™. The post Engagement Currency: Do You Really Know Why Your Employees Work? appeared first on KateNasser.com.

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From Data to Decisions: Maximizing Retail Potential with AI

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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Training the Customer Experience Athlete

CX Journey

Image courtesy of mireilledelisle Today I'm pleased to present a guest post by Blair McHaney , president of Club Works, Inc. Great athletes have great proprioception. Great customer experience athletes have great “social proprioception.” View this short video , which explains the concept. Proprioception is an individual's ability to sense where he/she is “in space.

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Seven Ways to Engage Your Customers Using Social Media

Beyond Philosophy

Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost.

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Mindful Mentoring: JOIN #Peopleskills Chat Sept 13th 10amET

Kate Nasser

With so many millennials wanting to be mentored, People Skills global Twitter chat Sept. 13th 10am EDT will explore mindful mentoring. Host: The People Skills Coach™. The post Mindful Mentoring: JOIN #Peopleskills Chat Sept 13th 10amET appeared first on KateNasser.com.

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The Holy Trinity of (In)Efficiency

CX Journey

Image courtesy of First Joker Looks like I'm on a productivity kick at the moment. Last week, I wrote about the difference between busy work and real work in your customer experience transformation. Today, I'm inspired by this TED@BCG London Talk by Yves Morieux. If it seems like I've mentioned him before, I have. A few weeks ago, I wrote about the Six Rules for Smart Simplicity and Employee Engagement , another post inspired by one of his TED Talks.

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How I got 200,000 LinkedIn Followers

Beyond Philosophy

So you want to get followers on LinkedIn and elsewhere? Here is how I have just surpassed the 200,000 followers on LinkedIn. First and foremost I was selected by LinkedIn as one of the world’s top 150 business influencers. Why? Well, you need to ask them…but I suppose it’s because I have always been trying to push the Thought Leadership of my topic, Customer Experience.

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7 Steps to Turn a Complainer into a Loyal Customer

Comm100

“Whatever is begun in anger ends in shame.” — Benjamin Franklin. As much as we hate to admit it, we’ve all been there. Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. You know better than to fight back, because that could be very embarrassing for you and your company.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Amazonian Culture | The Art of the Experience

The DiJulius Group

The following is written by Dave Murray, Senior Customer Experience Consultant for The DiJulius Group I was as surprised as anyone when I first heard about the New York Times article reporting issues regarding Amazon’s internal culture. After all, the great service providers I have dealt with seem to be full of people that love […].

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Facebook Tries to Woo SMBs with New Customer Engagement Tools

1 to 1

Yesterday, I did something I haven't done in years: I picked up my phone and called a store to ask a question. A friend told me about a farm that sells lavender but she wasn't sure whether customers could pick their own flowers. Since the information wasn't on the farm's website or Facebook page, I called the farm. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Connecting the Dots on Irrational Customer Behavior [Webinar]

Qualtrics

Isn’t it interesting that for some things, we’ll spend hours or days doing research before making a purchase, but for others we’ll buy on a whim? For example, why might I walk out of the store wearing an enormous cowboy hat when I went in for “just the essentials?”. Human emotion and the environment around us both play key roles in how we make purchasing decisions.

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10 Barriers to Outstanding Customer Service

Provide Support

10 Barriers to Outstanding Customer Service. Rumi, the ancient Sufi mystic and poet, used to write: “If you desire healing, let yourself fall ill, let yourself fall ill”. I like this quote. In my understanding, it means that in order to experience true health, which is our natural state, we need to undergo a certain cleaning. We need to remove things which don’t belong to the natural state, which become barriers to our experiencing it.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Can Conference Agendas Undermine Strategic Progress?

1 to 1

Over the years, we at 1to1 Media have attended countless conferences and industry events as part of our promise to bring our readers the latest trends within the customer experience strategy space. But, after attending multiple events this summer, I've come to realize that said conferences might not be as beneficial as leaders believe. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Easing the Transition for Incoming College Students

1 to 1

As the parent of now two college students, I've had a front row seat in viewing the approaches taken by two schools in facilitating the transition for incoming freshmen to campus life. The shift to college can be both exhilarating and terrifying for many young students, so making this passage as smooth and as welcoming as possible is critical for shaping a successful college experience.