How to Enrich Customer Interactions: 3 Actionable Tips
Callminer
NOVEMBER 19, 2015
Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optimization.
November, 2015
182 
You Need Customer Service, No Matter How Good Your Experience
Customers That Stick
NOVEMBER 17, 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.
Join 20,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
What My Boss Taught Me about Leadership
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.
How to Fix Bad Customer Service: The $54,000 Question
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.
Next-Gen Cloud Contact Centers For Dummies®
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Robotic Automation in Contact Centers: a self-operating mechanism designed to mechanically follow a predetermined sequence of operations
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.
How a Company Reacts to a Crisis Says a Lot About its Customer Centricity
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.
Sign up to get articles personalized to your interests!
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
More Trending
Negativity Bias and Customer Service
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.
Distraction is the Enemy of Productivity
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.
5 Most Critical Customer Service Myths #INFOGRAPHIC
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 […].
Ways to Make the Omnichannel Customer Support Experience Exciting.
Uniphore
NOVEMBER 18, 2015
Clients have huge expectations for accepting incredible encounters of shopping experience across all greater part of the channels they utilize. Giving clients problematic or even run-of-the-mill isn’t an alternative – if clients are unsatisfied or baffled with their omnichannel encounters, they'll escape. Read More.
From Rigid To Resilient: Why Enterprises Need Modular Commerce Now
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
Clues to a Remarkable Brand Story
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
Don’t Let Scripts Ruin a Great Customer Experience
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.
5 Millennial Traits to Improve Customer Service
Customers That Stick
NOVEMBER 10, 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.
You Readers Are So Pathetic
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.
4 HR Priorities for 2025 to Supercharge Your Employee Experience
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
6 Customer Service Support Lines That Scream ‘Robot!’
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 […].
Customer Experience for the Future: Outside-In Beyond Skin-Deep
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.
How to Improve the Customer Experience: 3 Tech Questions
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.
The Big Willow Links Intent Data to Devices to Companies.Another Flavor of Account Based Marketing
Customer Experience Matrix
NOVEMBER 19, 2015
With interest in account based marketing (ABM) skyrocketing past even hot topics like intent data and predictive marketing, it’s no surprise to find debates over the true meaning of the term. I recently had a discussion along those lines with Charlie Tarzian and Neil Passero of The Big Willow , who argued that account based marketing must extend beyond reaching target accounts to include messages based on location and intent.
From Start to Scale: Driving Growth Through Seamless Payments Implementation
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
9 Ways to Empower Employees [SlideShare]
Customers That Stick
NOVEMBER 24, 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.
The Truths All Bosses Know About Being the Boss
Beyond Philosophy
NOVEMBER 20, 2015
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.
4 Critical Ways to Speed up Customer Service Experience
Win the Customer
NOVEMBER 8, 2015
Efficient customer service is essential to all businesses. Streamlining processes and functions could make or break your relations with your clients. In businesses across all industries, your customers are your lifeline. Without customers and their continued support, your business will not be able to flourish and take off. This is why it is imperative that you […].
Leadership Reawakening: People Not Processes Create & Innovate
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.
Frost Radar: Voice of Customer Analytics, 2024
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
A Great Customer Experience Isn't Enough
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.
Proof That CX Pays
Heart of the Customer
NOVEMBER 19, 2015
As a customer experience professional, you know CX pays. How could it not? Customer experience leads to loyalty – so if your customer experience is poor, you have to spend an inordinate amount of time replacing the customers you’re losing. You understand this, and you understand the ideas and practices that underlie CX and all […]. The post Proof That CX Pays appeared first on Heart of the Customer.
Teradata Plans to Sell Its $200 Million Marketing Application Business. Any Takers?
Customer Experience Matrix
NOVEMBER 5, 2015
Teradata today announced it plans to sell its Marketing Applications business. I’ll drop the usual analyst pose of omniscience to admit I didn’t see this coming. It’s only three weeks since Teradata expanded its marketing suite by buying a new Data Management Platform – a move I felt made great sense. They also briefed me at that time on a slew of updates to their other marketing products, demonstrating continued forward movement.
Kate Spade Revamps Retail Experiences to Deliver Brand Values
Beyond Philosophy
NOVEMBER 17, 2015
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
From Millennial to Alpha: Adapting for the Next-Generation Customer
Win the Customer
NOVEMBER 5, 2015
Millennials and Alphas are beginning enter into they period buying power. From boomers to alphas, the changing customer base signals the need for business owners to adapt and implement new marketing strategies. Over the last century, statisticians and researchers have organized age groups into cohorts that seem to carry buying and value trends. In population and workforce representation, […].
Customer Service People Skills Timing: How to Sharpen Yours
Kate Nasser
NOVEMBER 15, 2015
How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.
Gaining Leadership Commitment is Your First CX Competency Milestone
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.
8 Reasons Why You Need a Live Chat Script
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.
Case Study: Key Insights on Wait Times and Customer Service
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Let's personalize your content