Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of

Customer Experience 160

Customer Experience Customer Relationship Customer Service Social Media 160

Customers That Stick

MAY 22, 2015

We wish that changing a customer service culture could be like turning a Jet Ski®. We slam the steering handles hard to the side, the Jet Ski® turns around almost on a dime, and within moments, we are speeding the other way at full speed. Sure, the turn is tough, and the sudden motion jerks both body and watercraft hard, but for a short, intense effort we are rewarded with a quick and complete turnaround.

Customer Service 156

Customer Service Customer Experience 156

Win the Customer

MAY 2, 2015

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings. The challenge organizations face today is to create the type of environment where they […].

Customer Service 145

Customer Service Customer Experience 145

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .

Customer Loyalty 143

Customer Loyalty Social Media Customer Satisfaction Customer Retention 143

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Fonolo

MAY 7, 2015

UPDATED FEBRUARY 2020: The call center is an extremely stressful work environment. Simply knowing how to run a call center isn’t enough for success. Not for the weak at heart, only some call center managers have the grace, tenacity, and skills to handle the extreme pressures of the contact center manager’s job. Those with this special ability often create an experience that pleases customers and agents, without exceeding their budgets; a truly remarkable feat.

Contact Center 126

Contact Center Technology Technology Start-ups 126

PeopleMetrics

MAY 30, 2015

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges—rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management , those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset—we can turn our noble cause into an awful lot of work.

Customer Experience 120

Customer Experience Net Promoter Score Customer Journey Map Start-ups 120

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. It’s no surprise; few people love their cable or phone provider, and among the least beloved is Comcast. Comcast announced recently that it will be putting a massive effort behind changing its customer service.

Customer Service 146

Customer Service Non-Profits Technology Technology 146

Win the Customer

MAY 3, 2015

Is the customer always right? Does that ultimately really matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business? If you can’t give what customers want, why […].

Customer Service 145

Customer Service Customer Experience 145

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? ClearAction’s Lynn Hunsaker interviewed by Janice Cuban , MarCom Guru. While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. Perhaps it’s because of stats like: 90% of executives say that customer experience is central to their strategies , but a whopping 86% don’t expect to see a signif

Customer Experience 110

Customer Experience Social Media Customer Experience Management Customer Journey Map 110

Provide Support

MAY 12, 2015

Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction. In fact, soft skills are even more significant than technical skills as at the end of the day what your customers will remember is how they felt about y

Customer Service 109

Customer Service Social Media Customer Satisfaction 109

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That’s about 14% of their workforce. The exodus stems from an ultimatum issued by CEO Tony Hsieh early this past April. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. A Call to Arms. Let’s back up a bit, and talk a little more about that ultimatum.

Engineering 106

Engineering Voice of the Employee Customer Experience Customer Service 106

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. Most importantly, those that are most successful have a special focus on the hidden experience, the emotional and subconscious parts of the experience that affect the behavior of their Customers.

CX 148

CX Predictive Analytics Touchpoint Customer Experience 148

Customers That Stick

MAY 26, 2015

Customer service in the real world sometimes comes down to a negotiation. When you have an issue to resolve, often you and your organization are trying to find a way to make the customer happy without giving away the store and the customer (usually) is trying to get what she feels is fair. While I don’t think negotiation is the best framework for viewing these situations , the underlying dynamic can be remarkably similar.

Customer Service 143

Customer Service Gaming Start-ups 143

Win the Customer

MAY 4, 2015

We’re all heard the saying ‘The customer is always right’, but is that true? Well, it can’t be true because in fact the customer can often be wrong. However, what IS true is that ‘The customer is always the customer’; and regardless of the fact that he might be blatantly wrong, he is still your […].

Customer Service 145

Customer Service Customer Experience 145

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.

Actionable Insights

Heart of the Customer

MAY 20, 2015

Who, exactly, is your customer? That might sound like a dumb question. We’re in customer experience. We’d better know the answer to that question! But for some, it’s not so easy to answer. B2B2C companies in particular often struggle with this. When your service is delivered through agents it’s easy to get confused. Is the agent my customer, […].

Customer Experience 104

Customer Experience 104

ClearAction

MAY 31, 2015

Breaking Down Silos for Customer Experience Management. Since customers see their experience as a horizontal series of steps (journey), are silos of experts across the company negatively affecting customer experience? Yes. We’ve all been through the wringer in our own role as customers and found ourselves in a bewildering maze: "That’s not handled by us; so-and-so will have to take care of you." "Oh, that’s new; department X hasn’t told us all the details yet." "Yes, but that

Customer Experience Management 100

Customer Experience Management CXM Customer Experience Scorecard 100

PeopleMetrics

MAY 22, 2015

Because improving customer experience involves people, complex systems, and ongoing measurement, customer experience strategy can be a complicated task. So what can you do to ensure you achieve your overarching goals? In short: focus on one thing at a time. When we work with clients, we boil down our findings to make next steps actionable and clear.

Customer Experience 105

Customer Experience CX Customer Service Start-ups 105

Beyond Philosophy

MAY 12, 2015

There is a certain romantic notion that we sometimes just know things in our gut. We equate this to wisdom or expertise. In truth, when your gut instinct turns out to be right, it is a result of the complicated system of decision-making your brain employs. Psychologist and Professor Daniel Kahneman , winner of the 2002 Nobel Memorial Prize in Economic Sciences, explains why this is in his book, “ Thinking Fast and Slow ”.

Customer Experience 147

Customer Experience CEM Customer Retention Customer Experience Management 147

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

Customer Satisfaction

Provide Support

MAY 18, 2015

Multitasking in customer service. It’s no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. You might even wonder what’s so special about it – nowadays with the hectic pace of our daily lives, many of us get used to something like this.

Customer Service 96

Customer Service Start-ups 96

Win the Customer

MAY 5, 2015

Anticipating needs, learning about the customer and listening to your employees are all keys to customer service success. Are you ready to take your customer service from reactive to proactive? Providing exceptional customer service goes beyond reducing call center wait times or diffusing conflicts with angry customers. If you’re ready to improve your customer service, […].

Customer Service 141

Customer Service Technology Technology Customer Experience 141

Kate Nasser

MAY 24, 2015

You would think that holacracy (flat orgs.) would be every employee's dream. Not so. Here's why. Kate Nasser, The People Skills Coach™ reveals why emps. like hierarchy. The post Holacracy: Why Employees Like Hierarchy | #leadership #peopleskills appeared first on KateNasser.com.

87

87

Customer Bliss

MAY 14, 2015

A successful Chief Customer Officer/Customer Leader can: Bring folks together who don’t normally work together. Establish clarity out of the complexity that surrounds who does what on projects for “customers.”. Break the work into manageable chunks so that it doesn’t get abandoned. Develop “ownership” of the work by the operating areas. Consider their success as enabling the operating areas to focus and change.

CX 86

CX Customer Experience 86

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VOC

PeopleMetrics

MAY 15, 2015

One of the interesting things about customer opinion is you’ll never hear all of it. Even with the best customer feedback management in place, you’ll only hear from the customers who choose to provide feedback. But rest assured, customers are forming opinions about your business in every interaction. And when they share those opinions, whether or not they share them with you, you’ll feel the impact.

Net Promoter Score 104

Net Promoter Score Customer Experience Touchpoint Customer Feedback 104

Beyond Philosophy

MAY 22, 2015

Last week the UK elected a new government. All the polls leading up to the election said it would be a Hung Parliament, i.e. no one political party would be the outright winner/have a majority. On election night the Conservatives won a majority—a great shock to everybody! So why did people say they were going to vote one way and then change their mind?

Government 145

Government Customer Experience 145

Provide Support

MAY 25, 2015

8 Tips to increase customer support staff productivity. The question of employee productivity has always been a major concern for any company that is trying to evolve and grow. And indeed, productivity is closely tied with the income rate. Perhaps, every business at some point of their existence has questioned how to increase the productivity of their customer service staff without wearing people out and increasing their stress.

Customer Service 90

Customer Service Customer Satisfaction 90

Win the Customer

MAY 11, 2015

Whether it’s on social media, website content, or on a forum, make sure that anything that comes from your brand is expressive, personable and consistent with your established beliefs. From love to business, trust and gaining one’s loyalty matters. Although there’s no magic formula to building a trusting relationship online, there are a couple of […].

Social Media 141

Social Media Technology Technology Customer Experience 141

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.

AI

Kate Nasser

MAY 31, 2015

Do your questions give you a great people skills image? Or do they make you seem argumentative & always contrary? Checklist fr The People Skills Coach™. The post People Skills Image: Are You Open-Minded or Contrary? #peopleskills appeared first on KateNasser.com.

Sales 82

Sales 82

Customer Bliss

MAY 28, 2015

Beloved companies aren’t afraid to be themselves. They give employees permission to drop the “corporate veneer.”. They encourage employees to take the best version of themselves to work and into their relationships with customers. Beloved companies work hard to eliminate the feeling of “big company” and “little customer.”. The Container Store, urges their people to act so flexible that they give a “Gumby” award, to WestJet’s self-effacing title of “Big Shot” for their executives, the people insi

CX 83

CX Customer Experience 83

PeopleMetrics

MAY 7, 2015

When I was a kid, sometimes at parties or other events, we’d line up for an egg toss. If you’ve never seen one, partners stand a few feet apart and then toss an egg to each other. Partners with intact eggs then take a step back and throw again. George. Why are you writing about egg toss? Well, because I was thinking: If your customer were an egg, what are the odds they’d make it through your customer experience intact?

Customer Experience 93

Customer Experience Net Promoter Score B2B Sales 93

Beyond Philosophy

MAY 26, 2015

In this series, professionals share what they’d do differently — and keep the same. Follow the stories here and write your own (please use #IfIWere22 in your post). George Bernard Shaw (no relation) said… Youth is wasted on the young.”. As it becomes more and more of a stretch for me to claim youth, I must admit I see the wisdom in Shaw’s words.

CEM 142

CEM Customer Experience Management Customer Experience 142

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