Beyond Philosophy
OCTOBER 6, 2014
'We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customer centricity.
Callminer
OCTOBER 22, 2014
Take a look at 3 reasons why it’s important to see fast results from speech analytics. Read more on CallMiner's blog!
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HGS
OCTOBER 30, 2014
Making it Easy to Do Business the Way Customers Prefer. Interview with John Hooper, SVP Business Development and Client Relations, HGS. This article first appeared in the Fall edition of On Board magazine and is reproduced here with permission. What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience.
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.
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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 Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
OCTOBER 3, 2014
'The Royal Yacht Britannia is the number one attraction on TripAdvisor in the UK. I have been fortunate enough to know and work with their Chief Executive Bob Downie for a number of years, and Bob will tell you that receiving this accolade wasn’t their goal. In a recent conversation with me, Bob explained “It wasn’t an objective to become number one on TripAdvisor.
customer sure
OCTOBER 28, 2014
Imagine if you had a giant fan-base of loyal customers – growing at an accelerating rate. What could you achieve? Here’s how one small online retailer inspires astonishing customer loyalty simply by being authentic. 18 months after founding, Ellovi , an all-natural cosmetics manufacturer and online store, now ships thousands of handcrafted products every week to passionate fans.
Kristina Evey
OCTOBER 8, 2014
'Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. You MUST value and appreciate the business, revenue, and referrals they bring you. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer servi
Customers That Stick
OCTOBER 27, 2014
'According to Help Scout , 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. CSI: Customer Service Investigator released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do we train customer support agents to speak in a tone that customers prefer without negatively impacting the customer’s experience or our business?
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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.
ijgolding
OCTOBER 24, 2014
'October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their greatest ever crisis. Whilst the plight of Tesco was very visibly reported in the UK, the performance of an even bigger retail juggernaut was less so.
Win the Customer
OCTOBER 1, 2014
'Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Effective branding means staying relevant in the minds of people via associating positive, action motivating, and emotionally engaging feelings in the hearts and minds of the customer.
Beyond Philosophy
OCTOBER 31, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
PeopleMetrics
OCTOBER 31, 2014
'A few of us at PeopleMetrics were talking the other day about customer experience. (Like we do.) And we meandered our way to an interesting question: What is the difference between brand and customer experience? Any confusion between the two is understandable: they are intertwined and generally defined by perception. But where does one end, and where does the other begin?
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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.
Kristina Evey
OCTOBER 29, 2014
'Is it possible to be TOO nice as a Customer Service Rep? Can being TOO nice scare people off? A client of mine asked this question of me yesterday during a workshop and it gave everyone pause for thought. My response…. Yes and No. I know, I sound all “lawyer-y”, but it really is true. There are a few things to consider…. Customers are SO impressed when they find someone who is genuinely nice to them, engages with them, works to solve their problem, or answer their question, that in their mind
Customers That Stick
OCTOBER 20, 2014
'In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for those working in the CX trenches.
ijgolding
OCTOBER 16, 2014
'This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. The important point of the story is that the organisation that was the subject of it, Hertz, are no longer a company that I consider myself to be a customer of.
Win the Customer
OCTOBER 6, 2014
'Did you know that every year, the first full week of October is recognized as Customer Service Week? Customer Service Week is a great opportunity for organizations that rely on customer service and customer support teams to celebrate the important role customer relations has in business success. In addition to fun traditions and parties that […].
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!
Beyond Philosophy
OCTOBER 29, 2014
'Well, there you have it! After so much campaigning, so many questions, debates, and emotions that moved currencies and markets, the Scottish said, “No!” to independence. I won’t go into deep macro-economical, sociological, PESTAL analysis, etc. I won’t even get into why they Scottish chose not to go. For me, it comes down to two words: Loss Aversion.
PeopleMetrics
OCTOBER 27, 2014
'We’ve written about social media fails – remember Alton’s Comcast Disaster ? The Barclays Kenya Twitter Fiasco ? – but today, let’s talk about wins, and what you can learn from them. Okay, but the title mentioned a supernatural television show? Yes. Supernatural is a television show about two brothers (Jensen Ackles and Jared Padalecki) fighting monsters, but ask any fans about the show’s social media influence, and they’ll point you to one man: Misha Collins.
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?
Customers That Stick
OCTOBER 2, 2014
'Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions.
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ijgolding
OCTOBER 31, 2014
'Two years ago my family and I were fortunate and honoured to participate in a BBC1 ‘living history’ programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence of the programme was for us to live as our forbears lived with a view to understanding how life for the family unit has changed over time.
Win the Customer
OCTOBER 11, 2014
'Your customers are talking about you online, and there is nothing you can do to stop it. But, do you want to stop it when you can join the conversation? Online discussions and reviews give you a window into your customers’ minds, and, when handled correctly, that opportunity can persuade them to open up their […].
Beyond Philosophy
OCTOBER 28, 2014
'All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. One little part that many organizations don’t consider in this process is the systems you use to do business.
Kristina Evey
OCTOBER 22, 2014
'I often work with clients to create customer surveys to get valuable feedback from customers about the way they do business, ways to improve, what is working, what isn’t, etc. One of the most frequent discussions we have is around my guidance to avoid having a neutral response available for the respondent. I like to provide the following options for quantitative options… Take a Stand with Customer Feedback.
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.
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.
Customers That Stick
OCTOBER 23, 2014
'I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience.
ijgolding
OCTOBER 21, 2014
'‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
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