Callminer

APRIL 17, 2014

Failing to protect customer privacy can result in serious fines and reputation issues. Here are 5 keys to PCI compliance in the call center.

Compliance 207

Compliance 207

Beyond Philosophy

NOVEMBER 24, 2014

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Customers That Stick

OCTOBER 9, 2014

'Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Social Media Customer Satisfaction 164

Bill Quiseng

OCTOBER 27, 2014

This guest post is written by James Clifton , Social Media Manager at GetApp.com. This blog is all about Delivering the World’s Best Customer Experience. In my posts, I provide advice to improve face to face customer interactions. James and GetApp are focused on offering the best customer service technology solutions. As you read his post, you will see that whether it is in person or via social media, his five ways to improve customer service work for both.

Customer Service 154

Customer Service Social Media B2B Sales 154

Advertisement

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

Win the Customer

OCTOBER 10, 2014

'So you’ve done everything possible to satisfy your customers. You’ve exerted all efforts to better your products and customer service. You treat customers like kings and queens, and provide everything to match their wants and needs all the time. Now how do you know if your strategies are working? How do you know if your […].

Customer Feedback 145

Customer Feedback Customer Service 145

Heart of the Customer

DECEMBER 18, 2014

'Effort is the bane of your customer experience. Or, as I like to say, “ Thinking is bad.” But is customer effort the right measurement to use? First, an overview. The CEB created the Customer Effort Score (CES) as a transactional measurement. You can see my early post here. Its original phrasing was “How much effort did you personally have to put forth to handle your request?

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138

ClearAction

DECEMBER 19, 2014

Shared Vision is Essential for Customer Experience Strategy. If you've ever gone on an extended outing with several friends, you're sure to appreciate the value of having a shared vision among all, from the outset of your journey, about where you're going and why, how fast you'll go and when you'll pause and celebrate, and how you'll decide things along the way.

Customer Experience 116

Customer Experience Sports Customer Experience Management CX 116

ProProfs

MAY 29, 2014

'It has been an exciting month here at ProProfs with awards and recognition pouring in from all corners. An additional feather on ProProfs cap is the fact that our Quiz Maker is ranking on the top slot of 100+ learning tools on Listly. What makes us really proud and gives us immense delight is to know that ProProfs is the first choice of our users when it comes to learning.

95

95

Customer Bliss

NOVEMBER 6, 2014

'It’s not the fact that the silos exist that’s the problem. It’s their lack of coordination and conflicting metrics. Each faction of the company continues to establish their own plans, budgets and goals. The challenge of CX work is that it cuts across the entire organization and orchestrating a new behavior isn’t often factored in by the silos. In many strong siloed organizations, there’s an upstream swim to connect on the end-to-end hand-offs required for customer experience.

CX 91

CX Customer Experience 91

The DiJulius Group

OCTOBER 14, 2014

' Manager fired for poor responses to negative reviews – A manager at the budget Georgian House Hotel, reacted unprofessionally to Customers who complained about his hotel on TripAdvisor. Instead of reaching out to see how he could make it right, he took the total opposite approach! The goal should be to have Zero Risk […].

Customer Service 91

Customer Service 91

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

Callminer

DECEMBER 28, 2014

Attracting & retaining the right kind of talent in the call center can be a tricky business. Here are 3 steps to increase agent job satisfaction.

182

182

Beyond Philosophy

DECEMBER 26, 2014

'This time of year always has me thinking about the next one. It could be because I am already scheduling into January, February and so on, making next year feel even closer than it already is. Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you.

Net Promoter Score 167

Net Promoter Score NPS Customer Service CX 167

Customers That Stick

DECEMBER 18, 2014

'Meet Becky Lollar ! I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. I taught Kindergarten for three years then chose to stay at home with my two daughters. After our first family trip to Walt Disney World, I was hooked! I now represent Magical Travel, an agency which specializes in selling Disney vacations.

Customer Experience 162

Customer Experience Sports Construction Social Media 162

Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

Direct Marketing 152

Direct Marketing Customer Service Customer Experience 152

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

Win the Customer

MARCH 7, 2014

'When you fall in love you gladly go the extra mile for that special someone every time. Everything you do, are, and want to be is what will make that special person truly happy.

Customer Service 145

Customer Service 145

Heart of the Customer

SEPTEMBER 11, 2014

'You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. There are a number of studies that support this contention, including: Medalia reports that customers who report a great customer experience spend 140% more than those who report the worst experiences, and that a subscription-based customer are 72% more likely to remain a

Net Promoter Score 132

Net Promoter Score Non-Profits Customer Experience CX 132

PeopleMetrics

AUGUST 1, 2014

'At PeopleMetrics we’re all about gathering customer feedback. But we aren’t just helping companies to listen to their customers – we advise them to close the loop too (that is, follow-up on the feedback – get in touch – help solve a problem if need be.). Following up with a customer or prospect who took the time to reach out to you is key to building trust and solidifying your relationship with them.

Customer Feedback 120

Customer Feedback Close the Loop CX Customer Service 120

C3Centricity

OCTOBER 12, 2014

Halloween is coming, even earlier than usual this year, judging from all the retail displays already in the shops! Although it is now more associated with children dressing up in scary costumes and demanding “Trick or Treat”, it is actually a Christian remembrance of the dead on the eve of All Saints’ Day. So what does that have to do with marketing?

Social Media 90

Social Media Actionable Insights Start-ups Retail 90

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

ProProfs

APRIL 23, 2014

'Name: Dr. Fayez Al Farhan . Job Title: Founder & President of MBDLE. Website: www.mbdle.com . Location: Saudi Arabia .

Education 88

Education Technology Technology Customer Experience 88

Customer Bliss

OCTOBER 16, 2014

'Very little shreds of respect remain, if any, after we’ve put a customer through the third degree that many customers experience when they encounter a glitch, and actually need to return a product, put in a claim or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers.

Customer Experience 91

Customer Experience 91

Dennis Snow

JULY 22, 2014

Many companies I consult with are in search of that magical, all caps, bold WOW they can create for their customers that will result in insane customer loyalty. And I’m all for the big WOWs. I love to be on the receiving end of big WOWs. But there’s a problem – they’re hard to create. […].

Customer Loyalty 87

Customer Loyalty Customer Service 87

Callminer

DECEMBER 3, 2014

Enrollment at for-profit institutions makes up 12% of all postsecondary students. Here’s how speech analytics can help your call center drive compliance and accuracy.

Education 182

Education Compliance 182

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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.

VOC

Beyond Philosophy

NOVEMBER 11, 2014

'“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Customers That Stick

NOVEMBER 3, 2014

'“First, do the customer no harm.”. The Hero-Class TM Oath. One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were on the topic of delight, amazement, and Hero-Class TM customer service.

Start-ups 161

Start-ups Customer Service Customer Experience 161

Bill Quiseng

JULY 28, 2014

This week’s guest post is written by Ben Puzzuoli, Chairman of the Board at Cayzu Help Desk ( www.cayzu.com ). The real benefit of social media is in meeting people who share like interests. My very first management position was with Marriott Hotels. Back then, there were less than 35 hotels worldwide. Recently Marriott opened the J.W. Marriott Hotel in Washington, D.C., its 4000th.

Customer Service 126

Customer Service Social Media Start-ups Customer Experience 126

Win the Customer

FEBRUARY 10, 2014

'Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Studies have shown that vocabulary is a good predictor of success. Those who a greater mastery of language and the ability to communicate have greater […].

Customer Service 145

Customer Service Customer Experience 145

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

Heart of the Customer

SEPTEMBER 5, 2014

'One impact of being in a new capability is trying to describe it. My wife doesn’t really know what I do, so how can I effectively communicate customer experience to somebody who’s never heard of it? This is a common topic among my CX friends. How do we explain what we do to others? If they don’t give me a blank look, most folks hear customer experience and ask, “So, you work in a call center?

CX 118

CX Customer Experience Customer Service 118

PeopleMetrics

APRIL 2, 2014

'I recently sent out a pitch on HARO (Help A Reporter Out). If you haven’t gotten on the HARO bandwagon, you’re missing out. It is a fantastic network of news sources with journalists and expert opinions. And everyone’s technically an expert in something. So pro-tip: you sign up, you benefit. Last week I wrote on a bad customer service example in social media, " How To Disappoint Customers on Social Media: A Cautionary Twitter Tale " and was interested in exploring what custome

Customer Service 118

Customer Service Social Media Start-ups Customer Experience 118

C3Centricity

OCTOBER 26, 2014

In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation” He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.

Customer Satisfaction 89

Customer Satisfaction Social Media 89

Callminer

NOVEMBER 23, 2014

What are some of the best ways for call center agents to diffuse customer calls gone wrong? Here’s a look at 3 best practices.

182

182

Speaker: Aaron Jacob, VP of Accounting Solutions & Reagan Cook, GTM Lead

Are you struggling to navigate the complexities and challenges that come with crypto accounting? 🤔 This new webinar will cover everything businesses need to know to get started with crypto accounting after incorporating crypto into their business models! Industry experts Aaron Jacob and Reagan Cook of TaxBit will thoroughly explore the prevalent operational hurdles encountered by accounting teams when interacting with crypto on the books, and detail how software solutions can effectively