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.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
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.
Advertisement
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.
Joe Rawlinson
DECEMBER 3, 2014
'Your customers give you money in exchange for the value your product or service provides. Are you sure they are getting that value? Failure to get the value from your offering isn’t necessarily a failure on the customer’s part. It is your failure. Several months ago, we ordered a pre-paid service for our home. We got busy and never called the vendor to schedule an appointment.
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
DECEMBER 22, 2014
'Cooties, or as British would call it, “the dreaded lurgi”, rule your life when you are six and associated with a classmate with which you either are or aren’t friendly. Most of us know that there is no such thing as a cootie, or a lurgi. But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make.
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.
Customers That Stick
DECEMBER 11, 2014
'Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season. The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States.
customer sure
DECEMBER 3, 2014
Ever connected with a company you’re a customer of because of what they do? Who they do it for? Why they do it? It’s rare. Which is why it leaves a lasting impression when it happens. I’m so thrilled that our new blogging direction provides the fantastic opportunity to speak with some incredibly successful, young e-commerce companies.
Advertisement
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.
Joe Rawlinson
DECEMBER 17, 2014
'Wouldn’t you like something for nothing? I know I do. I wondered how others felt so I put together a quick, informal survey to see what patterns emerged in people’s buying habits. Survey Results. I asked 247 people this question: Which do you think is the better deal assuming all of equal value? Free shipping, a discount, or a free bonus with purchase?
Win the Customer
DECEMBER 3, 2014
'By being proactive, a company can dazzle its customers with great service. The biggest payoffs often come from providing information and setting expectations. Customer experience is a top priority for 86 percent of executives, according to Gartner’s “Amplifying the Enterprise: The CIO Agenda” report. Technology can enhance many aspects of customer experience, but most companies […].
Beyond Philosophy
DECEMBER 4, 2014
'An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. The Naive to Natural assessment looks at nine areas of a company to determine how Customer centric the organization is with their Customer Experience.
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.
Advertisement
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.
Customers That Stick
DECEMBER 8, 2014
'Customer experience isn’t easy — it just seems that way! From bargaining with the C-Suite to negotiating with customers, from maximizing profit to ensuring loyalty, providing great customer experiences in today’s environment is a continuous challenge. It’s a roller coaster, and I have teamed up with Jeannie Walters to provide a new resource that can help you with the strategies and tactics you can use to smooth out this wild ride!
Andrew Mcfarland
DECEMBER 22, 2014
'Managing the customer experience in a large company requires a different set of core skills than in a small company. Large companies, focused on growth and Wall Street expectations on EPS, move all their investment into new products, cutting costs and acquiring new customers. Naturally this means that the existing customer base suffers. [.].
ijgolding
DECEMBER 11, 2014
'Airlines of Europe beware!! There is a ‘new kid on the block’ – one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. I flew with Norwegian for the first time this week.
Win the Customer
DECEMBER 10, 2014
'Even Computer Software is a People Business! Nobody likes to feel like they’re just one cog in a giant machine. However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. “Press this button to go here.” […].
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
DECEMBER 8, 2014
'We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well. One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for
customer sure
DECEMBER 9, 2014
Ever feel like some companies have an endless supply of outstanding relationships? With bloggers. Journalists. Celebrities. Influencers. And customers. Have you felt that pang of jealousy too? But really there’s no need for you or I to give in to envy. Instead – let’s be inspired. And determined to learn and improve. Holstee are one of those companies.
Customers That Stick
DECEMBER 15, 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 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping.
PeopleMetrics
DECEMBER 19, 2014
'You have been working hard to get your CEO to buy into the need to get closer to customers. You’ve gotten here through social feedback, anecdotes, and gut feel. But now, leadership understands a formal Voice of the Customer program is essential to achieving your customer experience goals. You have the green light to start to ask customers for feedback!
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ijgolding
DECEMBER 22, 2014
'As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often looked forward to these days as a way of ‘clearing the decks’ ahead of another twelve months.
Win the Customer
DECEMBER 2, 2014
'It costs your business much less to keep an existing customer happy than to find a new customer. Part of your “sales process” needs to be following up with your existing customers and communicating with them and listening to them regularly to make sure they are satisfied with your product or service. Here are a […].
Beyond Philosophy
DECEMBER 11, 2014
'One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience.
customer sure
DECEMBER 16, 2014
Takeaway: Steli, Founder of Close.io, explains why a relentless attitude is essential to succeed at sales & marketing and in delivering outstanding customer service. Reading time: 8 minutes. Would you describe yourself as relentless? Do you pursue goals single-mindedly? Without stopping? Is it difficult to discourage you from a task you’ve set your mind to?
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.
Customers That Stick
DECEMBER 4, 2014
'With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a small percentage of holiday sales. The bulk of the holiday season is still ahead. Preparation is the key to not only surviving but thriving during the holiday season.
Micah Solomon
DECEMBER 12, 2014
'The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. But life, and business, don’t always work so tidily: Sometimes as a business leader you just want to get started, and you need to know where to st
ijgolding
DECEMBER 3, 2014
'Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I am neither a lawyer nor someone who has extensive knowledge of the legal profession!
Expert insights. Personalized for you.
418 
Let's personalize your content