Win the Customer
AUGUST 5, 2014
'What benefit do your customers have to use your services? Find ways to help your customers make sound buying decisions to make your job easier while improving their own well-being.
PeopleMetrics
AUGUST 25, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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ijgolding
AUGUST 20, 2014
'‘Thank You’ Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so I have done so for you – you can thank me later: 1.
Kristina Evey
AUGUST 15, 2014
'What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Listen to them. Many of us go about our day and do business with our usual vendors day in and day out. Or, maybe we are one of those 70% who leave because we don’t like the service and find someone who does treat us better and we like the overall experience enough to stay until we find someone else.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
CX Journey
AUGUST 7, 2014
'Have you ever wondered why the customer experience is a journey, not a destination? The best journeys answer questions that, in the beginning, you didn''t even think to ask. -Jeff Johnson I often get asked why I named this blog CX Journey and why I consider the customer experience a journey and not a destination. Most recently, in a chat with Customer Service Guru , I was asked: You place a lot of emphasis on the idea that customer experience is a journey and not a destination.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
AUGUST 15, 2014
'Last week I had the opportunity to fly with Virgin Atlantic. I’ve become an addict of their sister airline, Virgin America, and was relishing the opportunity to see how the international service compared. Like most savvy business travelers, I packed my carry-on with cleverly matched outfits that would last me the week I’d be away, […].
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.
ijgolding
AUGUST 18, 2014
'The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like Avis, Budget, Hertz, Europcar and Thrifty are often the first we see on entering into a foreign country.
Kristina Evey
AUGUST 19, 2014
'One of the best ways to increase customer satisfaction and to improve the customer service skills your staff delivers is to encourage your staff to proactively “Connect the Dots” for your customers. Customers are looking to service and product providers not only to help make the purchase, but to help them accomplish their goals as quickly as possible.
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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.
CX Journey
AUGUST 26, 2014
'Image courtesy of B Gilmour How well are your change management efforts going? I recently came across Dr. Kotter''s 8-Step Process for Leading Change. The steps come from his 1996 book, Leading Change , which outlines the eight critical success factors for change management. As you can imagine, this process was intriguing to me, since it applies quite nicely to the challenges we face as we struggle to implement changes to/for the customer experience within our organizations.
Chad Schaeffer
AUGUST 22, 2014
As they say, there is a reason you have two ears and one mouth. This is especially true for those of us in social customer care, where listening is so critical. As customers are migrating away from phone and email channels when they need help, social channels like Facebook and Twitter seem to be the new channels of choice. Let’s examine why. With the phone, I may have to fumble through a challenging IVR or wait on hold while hearing that “Your call is very important to us” message over and
Amity
AUGUST 19, 2014
Amity sat down with Dana Lacey, customer success team lead at ScribbleLive , to get an understanding on how they onboard their CSMs. Do they have success plans for them as well? Seems staffing a customer success team continues to be as hot a topic as customer success itself. Earlier this year in an open letter response from a SaaS in need of saving , Amity’s Chief Customer Officer Louise Philp provided some valuable insights on how to build a team of customer success heroes.
PeopleMetrics
AUGUST 18, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
ijgolding
AUGUST 12, 2014
'It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well.
Contact Center Geek
AUGUST 18, 2014
What comes to mind when you hear the word “ management ”? Princeton defines management as “the act of managing something” and “those in charge of running a business”. When I hear the term “management” used to describe a group of unnamed people, I think of toilet seat covers. Specifically, I think of toilet seat covers in public restrooms. Sometimes the packaging reads: “Provided by the Management For Your Protection”.
CX Journey
AUGUST 12, 2014
'Image courtesy of LoBue Citrus Are you setting expectations - and delivering on them? I recently ate an interesting orange that inspired me to write this post. Yes, the image to the left is of an orange, a pink orange ! (Not a pink grapefruit, which we''ve all heard of.) Ever heard of such a thing? I hadn''t. Until I went into the grocery store the other day and saw it in the produce department.
Customer Interactions
AUGUST 28, 2014
'At 11pm several lights are switched on in an office on the 40th floor of a large tower block. Knowing that the building closed at 8pm, the intelligent building management system, which is being monitored at the front desk, alerts the on duty manager. Should he ignore it, send the on duty maintenance person to switch it off, dispatch a security guard to investigate further, or call the local police?
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Amity
AUGUST 12, 2014
5 Things You Must Know About Your Customer For Success. Thanks to an article authored by Douglas Burdett, I not only discovered the 5 things I must know about my buyer persona to generate leads , but I was also introduced to Adele Revella, the Buyer Persona Institute and an incredible wealth of education and knowledge found on their website and blog.
PeopleMetrics
AUGUST 11, 2014
'In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals. After discovering who the best of the best are, we picked their brains to discover why they are the best of the best.
ijgolding
AUGUST 13, 2014
'I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’. You would find it hard to disagree with the statement. The number of Bookstores physically present on UK high streets have fallen to less than 1000 in 2014 – down over a third in the last ten years.
Contact Center Geek
AUGUST 7, 2014
Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service. After 10 minutes of getting nowhere with the representative, he started recording the call and since then, the world has been given the chance to share in his eight min
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CX Journey
AUGUST 22, 2014
'Image courtesy of Ian Muttoo I originally wrote this post as a two - part series for InsideCXM in February 2014. A couple months ago, I wrote a post called The 15 Senses of a Great Customer Experience. The last of the 15 senses that I wrote about was the sixth sense : It doesn''t hurt to be able to perceive those things that are not seen or immediately apparent.
Customer Interactions
AUGUST 1, 2014
'The public safety industry is on the threshold of a major transformation. Here are five critical developments that are shaping the public safety solutions of the future. Trend #1: NG911 (including Text-to-911) Last year’s FCC announcement of a voluntary agreement with service providers on Text-to-911 was a major milestone, signaling a shift how the industry is starting to change the way it thinks about Text-to-911 – from ‘early adopter’ to ‘mainstream.
Amity
AUGUST 7, 2014
With a focus on providing SaaS companies with a comprehensive understanding of their customer and portfolio health, improving workflows and automation, Amity is introducing the Portfolio Health Report and enhancements to our Settings app and Portfolio app. The Settings App – You define the rules and views! Amity continues to improve the capabilities of rules to make automating, streamlining and scaling your customer success processes effortless.
PeopleMetrics
AUGUST 14, 2014
'Social media. Like most people in business, you probably fall in one of these camps: absolute adoration or total apathy. But, one day, a customer service disaster could explode and go viral. Why me? Why my company? This one customer service call is going to ruin my brand! I’ve worked so hard to build it the right way, and why, oh, why did this one employee do that one thing?!
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.
ijgolding
AUGUST 7, 2014
'The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the multi purpose experience maker that is the British pub can tick most boxes.
Brad Cleveland Blog
AUGUST 15, 2014
According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. Is your organization part of the 34%? If so, check out this video.
CX Journey
AUGUST 19, 2014
'Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created? When a colleague asks you why you do things a certain way, do you find yourself responding, " I don''t know. We''ve always done it that way ?" Many years ago, I worked for a couple companies where that was the stock answer, and it was so frustrating.
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