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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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.
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.
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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 […].
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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.
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?
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.
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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.
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?
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 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
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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 […].
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.
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Beyond Philosophy
OCTOBER 14, 2014
'Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. With headlines like this, it’s no surprise that according to a blog published on Econsultancy.com, 87% of consumers don’t believe that there are adequate safeguards in place to protect their information? Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company.
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.
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.
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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 […].
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.
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.
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.
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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.
Win the Customer
OCTOBER 13, 2014
'Call center managers are the people responsible for orchestrating the entire workflow for their organization. They are lauded when the organization earns profits or applauses; the same people are criticized when the organization does not achieve its goals. This is why the contact center managers are always walking the tight rope. If your organization is […].
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