3 Ways Speech Analytics Can Improve Call Center Compliance
Callminer
SEPTEMBER 17, 2015
Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.
September, 2015
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3 Things Great Companies Do for Customers
Beyond Philosophy
SEPTEMBER 22, 2015
According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.
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In Customer Service, Is Ordinary Now Extraordinary?
Customers That Stick
SEPTEMBER 3, 2015
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In customer service, your people are NOT your most important asset.
Bill Quiseng
SEPTEMBER 21, 2015
In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.
Next-Gen Cloud Contact Centers For Dummies®
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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.
4 Ways to Improve the Retail Job Training Experience
Win the Customer
SEPTEMBER 29, 2015
Onboarding retail staff can be overwhelming, especially with grand openings and seasonal hiring. The retail turnover rate in the U.S. is currently at 55.71%. For the 3rd quarter last year, the Bureau of Labor Statistics reported that 897 thousand jobs were gained in retail, while 905 thousand were lost. That amount of turnover is enough […].
Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.
C3Centricity
SEPTEMBER 20, 2015
Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?
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The Big Mistake Most Organizations Make with Employee Engagement
Beyond Philosophy
SEPTEMBER 10, 2015
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.
5 Customer Service Lessons from American Ninja Warrior
Customers That Stick
SEPTEMBER 14, 2015
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Waiting On Hold A Minute Too Long
Uniphore
SEPTEMBER 27, 2015
“I was asked, ‘Could you hold a moment?’ After 9 minutes and no service I gave up and hung up ”, complained a customer on a Yahoo forum way back in 2008, and she’s not the only one, especially with the rise of social media. No one likes to be put on hold. Read More.
Ways to Deal with Negative Online Customer Reviews
Return Customer
SEPTEMBER 30, 2015
If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.
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.
Emotional Intelligence in Customer Experience Leadership
PeopleMetrics
SEPTEMBER 17, 2015
In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.
Put an End to Customer Frustration and Build Real Loyalty
Heart of the Customer
SEPTEMBER 2, 2015
I was talking with a call center manager who made a startling comment: “We have some problems with our website. But we deliberately don’t fix them. That way, our customers call us and we can fix their problems and delight them.” Wow. This was one of those situations where I wasn’t really sure how to […]. The post Put an End to Customer Frustration and Build Real Loyalty appeared first on Heart of the Customer.
Seven Ways to Engage Your Customers Using Social Media
Beyond Philosophy
SEPTEMBER 7, 2015
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.
Don’t Forget the Connection in Interconnection
Customers That Stick
SEPTEMBER 22, 2015
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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.
How Many Ads Per Day Do You See? Fewer Than It Seems (I Think)
Customer Experience Matrix
SEPTEMBER 29, 2015
My cliché detector starts chirping as soon as anyone says today’s marketers face more competition than ever before. Sepia-toned glasses notwithstanding, marketers have had competitors at least since the railroads (or maybe canals) made it practical for customers to shop outside the local village – and for even longer if you lived in a city. So competition has been tough for as long as anyone now living can remember.
5 Keys to Customer Experience for the Future
ClearAction
SEPTEMBER 28, 2015
5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.
Amazon's Workplace Woes, and Leading Customer-Centric Cultures
PeopleMetrics
SEPTEMBER 1, 2015
In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either.
Exemplary Customer Service: It’s All About the Journey
Heart of the Customer
SEPTEMBER 9, 2015
“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.
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
Key Learning from 15 Years of Net Promoter Stats
Beyond Philosophy
SEPTEMBER 15, 2015
Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.
Custom Payment Options Enhance Customer Experience
Win the Customer
SEPTEMBER 28, 2015
Customers are demanding more options and flexibility, so it’s wise for businesses to find multiple payment options that work for them and their customers to deliver complete customer experiences. Customers want and need flexible payment options. A 2013 UPS study of e-commerce sites found that offering a variety of payment options is the second-most important […].
Top 8 Reasons Why Your Customer Service May Be Failing
The DiJulius Group
SEPTEMBER 22, 2015
The top 8 reasons why your Customer service may be failing 1. Lack of Executive Sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team. Otherwise it will be considered flavor-of-the-month or management-by-bestseller. The senior leadership team has to provide […].
Data Plus MarTech: HubSpot and Demandbase Join the Race
Customer Experience Matrix
SEPTEMBER 10, 2015
There were two industry announcements this week that were unexpectedly related. The first was HubSpot ’s announcement yesterday that its CRM offerings would now include access to a 19 million account prospecting database. The second was Demandbase ’s acquisition of data-as-a-service vendor WhoToo , which offers its own set of 250 million profiles relating to 70 million business processionals.
Frost Radar: Voice of Customer Analytics, 2024
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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.
5 Ways to Create Positive Customer Service Phrases
Comm100
SEPTEMBER 14, 2015
If you work in customer service, then you know that words are incredibly powerful. According to psychologists Mark Waldman and Andrew Newberg, words are so powerful, in fact, that even just the sight of a negative word like “no” can release dozens of stress-producing hormones in your brain. But the right words also have the power to create happy, life-long customers.
Aiming for the Hearts of their Customers: Interviews with CX Professionals
Heart of the Customer
SEPTEMBER 30, 2015
Over the course of this blog I’ve interviewed a number of Customer Experience executives, working every day to improve their experience to increase loyalty. Customer Experience is still an emerging field, and these interviews gave me a great chance to hear others’ perspectives on the field, what it’s doing right, and where we can improve […].
3 Dangers of Employing Smart People
Beyond Philosophy
SEPTEMBER 24, 2015
Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.
Toxic Leadership Behaviors: Replace These 5 to Attract & Keep Top Talent
Kate Nasser
SEPTEMBER 19, 2015
Replace these toxic leadership behaviors that repel talented employees. What other behaviors do you think leaders should eliminate? Checklist from The People Skills Coach™. The post Toxic Leadership Behaviors: Replace These 5 to Attract & Keep Top Talent appeared first on KateNasser.com.
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.
10 Barriers to Outstanding Customer Service
Provide Support
SEPTEMBER 7, 2015
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.
Expand Customer Listening with Your Customer’s Unaided Feedback
Customer Bliss
SEPTEMBER 29, 2015
Unaided feedback provides real-time trending on customer issues as they are occurring. Unaided feedback is the constant flow of comments, insights and issues your customers and partners volunteer to you. Unaided feedback also includes looking inside your data to understand customer behaviors across the stages of their experience, to identify trends, opportunities and customer at-risk experiences.
Winning Customer Loyalty with Empathy
CX Journey
SEPTEMBER 17, 2015
Image courtesy of InMoment Today I'm pleased to share a guest post by Brooke Cade of InMoment. With social media taking over, it is no surprise to see more companies turning toward these digital platforms to connect with customers. Today, successful businesses are utilizing social media not only to build their brand and build strong relationships, but to foster customer relations and provide people with the best service.
Money can’t buy you love, health & retained Customers
The DiJulius Group
SEPTEMBER 15, 2015
Customer satisfaction rates are overrated – I believe the most important Customer service metric a company can have is not their Customer satisfaction rates, but rather their Customer retention rates. Are you getting them to return and do business with you again? That is it, stop right there. They can give you a high mark […].
Case Study: Key Insights on Wait Times and Customer Service
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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.
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