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.
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.
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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.
Win the Customer
NOVEMBER 23, 2014
'An American Express study showed customers on social media are willing to pay a 21% premium for an exceptional customer experience on social channels.
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ijgolding
NOVEMBER 28, 2014
'In 2008, Dave Carroll’s guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.
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
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.
Callminer
NOVEMBER 20, 2014
Take a look at 5 ways to deliver constructive (and motivating) feedback to your sales teams, improving agent performance and the customer experience.
Customers That Stick
NOVEMBER 6, 2014
'The following is a post from Tricia Keels, Content Marketing Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the call center handled the situation like champs from beginning to end.
Win the Customer
NOVEMBER 24, 2014
'Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].
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ijgolding
NOVEMBER 9, 2014
'If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be allowed to share some of these stories with a wide audience. This week I have been given permission to share a story of the ‘not so great’ variety.
Joe Rawlinson
NOVEMBER 17, 2014
'We recently bought a used car for our family. It had built-in satellite radio. This intrigued us as we haven’t had a car with this feature before. I was excited to try out the new satellite service and see it was something we’d like to enjoy. The radio company sent us paperwork in the mail describing all the amazing channels we’d have access too and extolling the greatness of their service.
Beyond Philosophy
NOVEMBER 10, 2014
'For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX.
Callminer
NOVEMBER 10, 2014
CallMiner resource guide on how to provide multi-channel customer support in today’s digital era.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
Customers That Stick
NOVEMBER 10, 2014
'Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.
Win the Customer
NOVEMBER 20, 2014
'There’s much to be learned from companies that place a value on customer service. For the small business person, there’s practical lessons, such as how to increase revenue by developing a relationship with existing customers. For larger corporations, there’s lessons to be learned about company philosophy and brand development, and how taking a customer-first approach […].
HGS
NOVEMBER 6, 2014
I'm a Bad Customer and Here's Why. Posted by Ayo Dahunsi. A couple of weeks ago, HGS USA celebrated Customer Service Week, and I had the opportunity to spend some time with the HGS team in Peoria. I really enjoyed my visit, especially listening to the calls with the customers. I experienced some proud HGS moments that made me smile: “This guy makes me want to spend more money” said Customer A, and, “My good fortune keeps coming in” said Customer B.
ijgolding
NOVEMBER 13, 2014
'I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition and until recently, Ryanair CEO Michael O’Leary revelled in the financial returns that this strategy delivered.
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Beyond Philosophy
NOVEMBER 17, 2014
'Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees.
PeopleMetrics
NOVEMBER 13, 2014
'Without getting overly dramatic, taking my car to a mechanic is THE WORST THING ALWAYS FOREVER. My apologies, to both you and my shift key. I know. It’s not that bad. But let’s agree that taking a car to a mechanic is an extremely vulnerable and anxious situation for the average customer. First, Three Things to Consider. For the sake of understanding, I’d like to start with three facts about me: I bought a car within the last year.
Customers That Stick
NOVEMBER 13, 2014
'Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, and new products, while maintaining an award-winning contact center.
Win the Customer
NOVEMBER 25, 2014
'As a brand, social media can be your best friend or your worst enemy. Through it you can communicate and attract potential customers, but it can also easily tarnish your image if not maintained properly. Know how to perpetuate your uniquely developed brand voice through crisis. Maintain your cool with these worst-case scenario social situations […].
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customer sure
NOVEMBER 26, 2014
You can’t outspend them on marketing. You can’t match their awareness. But bigger does not mean better and we’ve been learning how to beat some well established brands. In this post, we’re going to share 5 tactics we’ve learned, so you can learn how to take on your larger competitors and win. Along with a couple where we’ve made mistakes and learnt from them!
Kristina Evey
NOVEMBER 19, 2014
'I preach continually about the importance of Customer Service and am really happy to share this personal story. Last week I was on my annual pilgrimage to Chicago with some good friends. Every year, I mean EVERY year, we dine at Quartino’s restaurant. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful.
Beyond Philosophy
NOVEMBER 6, 2014
'Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.
PeopleMetrics
NOVEMBER 10, 2014
'In a world beholden to entropy, crafting a smooth, effortless customer experience is easier said than done. Seamless experiences are gaining momentum in customer experience strategy, with some research even suggesting they can accelerate levels of brand commitment. Even if you have an idea of the issues, how do you utilize your customer feedback to identify areas of friction and prioritize where to take action?
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!
ijgolding
NOVEMBER 18, 2014
'Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much chance to see the sights and experience the culture, but I do get the opportunity to eat nice food, stay in good hotels and travel with well known operators.
Win the Customer
NOVEMBER 28, 2014
'How you view customer service determines how successful you will be with it. Do you merely see service as a way to address problems once your customers summon the energy to contact you? Or do you see it as ensuring a great experience from the moment they learn about your business? Far too many business […].
customer sure
NOVEMBER 4, 2014
Takeaway: Innovative Apple accessory vendor, StudioProper, believes you should add opportunities to ‘meet’ customers, be it by email, phone or otherwise. Customers relish in the opportunity to talk directly with you, something that is so rarely available to them and is an instant differentiator. Reading time: 10 minutes. How specific are your customers’ requirements?
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