Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. I couldn’t agree more. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. There are three things that great companies that have excellent Customer Experiences do in common to make Customers feel the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Steve DiGioia

SEPTEMBER 7, 2015

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~. 7 ► Be “a person” to your customer, not just “the waiter” or real estate agent or store clerk.

Real estate 278

Real estate Customer Service Scripts Personalization 278

Callminer

SEPTEMBER 17, 2015

Speech analytics plays a pivotal role in driving call center compliance. Take a look at how.

Call Center 182

Call Center Analytics 182

Customers That Stick

SEPTEMBER 3, 2015

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Customer Service 161

Customer Service 161

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

Bill Quiseng

SEPTEMBER 21, 2015

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”. Customer service is all about building relationships – relationships with superiors, direct reports, vendors and customers. Stephen Covey, author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills.

Customer Service 155

Customer Service Banking Education Personalization 155

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. The issue for me is these are not combined nor complimentary, which is a huge mistake. Why? Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand.

Employee engagement 419

Employee engagement Consulting Consulting Banking 419

Steve DiGioia

SEPTEMBER 24, 2015

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game. Then, at the conclusion of the game, I saw something that I never thought much about at earlier games I’ve attended….

Customer Service 275

Customer Service Personalization 275

Callminer

SEPTEMBER 10, 2015

Stress in the call center is inevitable, but it doesn’t have to be debilitating. Take a look at ways to mitigate call center stress – and how speech analytics can help.

Call Center 182

Call Center Analytics 182

Customers That Stick

SEPTEMBER 14, 2015

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Customer Service 153

Customer Service 153

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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.

Contact Center

Joe Rawlinson

SEPTEMBER 16, 2015

It’s never a bad idea to focus on bringing in new customers, but you need to make sure you won’t cycle through them. Retaining customers and inspiring their loyalty is what ultimately will make up a solid foundation for revenue. New customers aren’t as valuable as you may think if you don’t have a plan in place to hold onto them. A solid loyalty strategy isn’t something you can afford to do without, and the sooner you implement one, the faster your business will receive all of the benefits.

Upselling 138

Upselling Advertising Marketing Personalization 138

C3Centricity

SEPTEMBER 20, 2015

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places. For those in operations or finance, they don’t seem to be that [.]. The post Marketers, Do You Know Everything You Should?

Marketing 128

Marketing Advertising Finance 128

Beyond Philosophy

SEPTEMBER 7, 2015

Social Media can level the playing field. It’s the equalizer between small and big businesses. Even solo entrepreneurial businesses can create a global presence using social media. With a strong website, optimized with the right words and phrases, a small business can make a big presence. Another benefit to social media is cost. Actually it’s the lack of cost.

Advertising 416

Advertising Engineering Consulting Consulting 416

Steve DiGioia

SEPTEMBER 10, 2015

get it right the 1st time This original article was written by Steve DiGioia. The customer…the magical part of any business. Day after day they flock to your business with cash in hand. Life is good. But what happens when they stop? How do we get them back? Here’s 5 foolproof tactics to win over any customer. Use them freely… 1 – Vow to be Excuse-Free.

Management 247

Management 247

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Return Customer

SEPTEMBER 30, 2015

If you put yourself out there as a business, you better prepare for dealing with dissatisfied customers. Since consumers have developed a habit of checking online reviews before purchasing a product, it’s in your best interest to learn how to handle negative reviews. If you do it right, you can actually gain a lot – recovering from a mistake sometimes helps brands to develop stronger relationships with customers.

Banking 122

Banking Feedback Metrics Customer Service 122

Customers That Stick

SEPTEMBER 22, 2015

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Customer Service 138

Customer Service 138

Kayako

SEPTEMBER 24, 2015

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression. In the most basic form, companies have the choice of opting for a flat or hierarchical structure. A flat structure is where there are fewer layers of management.

Coaching 121

Coaching Management Engineering Best practices 121

PeopleMetrics

SEPTEMBER 17, 2015

In a past job, my superiors were excited about what they called the “elephant-and-rider metaphor.” It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. And your rational mind? That’s a tiny human riding atop the elephant—well-intentioned, nimble, holding the reins and the illusion of control.

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

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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.

Contact Center

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? It is, and it is one of the reasons we see growth in Netflix and continued dissatisfaction with cable companies. I love Netflix. It is simple. You can start and stop it when you want. My recent experiences with my cable company have been the complete opposite. This poor Customer Experience is one reason I now use Netflix more than my cable company.

Banking 383

Banking Telecommunications Consulting Consulting 383

Steve DiGioia

SEPTEMBER 14, 2015

how I miss the "old days". This original article was written by Steve DiGioia. Service, in all its forms, has changed drastically from the ways our parents, and I, have been brought up with. Too many industries have gotten away from tending to the needs/wants/desires of their customers in ways that used to be the “norm”. With today’s change from the small “mom & pop” stores where you knew the owners, since they probably were a neighbor of yours, to the large warehouse-style conglomerates we

Customer Service 261

Customer Service Sales Customer Experience 261

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. Customer Contact Expo, the UK’s largest event for the customer contact and customer service industry, is now less than a week away, and I’m looking forward to joining some of the industry’s leading experts on both days to talk about how SureFlap provides its excellent customer experience and has rapidly grown its business.

Customer Service 120

Customer Service Consulting Consulting Marketing 120

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Thank goodness it's so much easier now!" This dream stems from acknowledgement that it's all too often a bit rough to select, buy, or use a solution in our lives and businesses.

Customer Experience 105

Customer Experience Government Surveys Management 105

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

Technology

Kayako

SEPTEMBER 29, 2015

Why you should set goals. Customer support goals are important for a number of reasons. Setting the right goals shows you understand the needs of your customers and what your team can do to better support them. Do not set goals randomly ; they should stem from extensive research that supports why you are setting them. Goals should be set at company level as well as at individual level, and you should understand how all these goals work together to achieve the overall company vision.

Customer Support 106

Customer Support Morale Surveys Coaching 106

ijgolding

SEPTEMBER 29, 2015

The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair at the fact that they may not get another day off until Father Christmas has paid a visit!

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Beyond Philosophy

SEPTEMBER 24, 2015

Why we do what we do is a fascinating science. The brain has interesting ways to interpret the world around us and spur us into action. Knowing the brain drives our behavior, you would think those with high intelligence would have the upper hand in making good decisions. Studies have shown, however, this is not the case. In many ways, intelligence can lead smart people to make dumb decisions, creating problems for their managers.

Consulting 377

Consulting Consulting Government Personalization 377

Steve DiGioia

SEPTEMBER 17, 2015

Guest post by Matt Heller, author of "The Myth of Employee Burnout" This original article was written by Steve DiGioia. Today’s guest post is by Matt Heller, founder of Performance Optimist Consulting. Matt writes about how great customer service almost ruined his RUSH concert! You know me; I am all about great customer service… knowledgeable, friendly, thoughtful customer service.

Customer Service 256

Customer Service Consulting Consulting 256

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!

Customer Experience

Vonage

SEPTEMBER 3, 2015

Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean. He’s a natural showman and kicked off last year’s Dreamforce with a traditional Hawaiian blessing, along with a surprise performance from the Beach Boys.

Customer Service 117

Customer Service CRM Personalization Customer Experience 117

PeopleMetrics

SEPTEMBER 1, 2015

In case you missed it, The New York Times recently published a tell-all exposé about Amazon’s corporate culture. The short of it: Amazon is a competitive, punishing, often-cruel workplace. People cry at their desks, sometimes past midnight. And worse things happen too. Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either.

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

Kayako

SEPTEMBER 3, 2015

We set ourselves an ambitious goal of building the first successful monthly industry webinar series. Here’s the story of how we got started, and what we learned from running our first webinar. Webinars are a great way to get a lot of information across in a relatively short space of time and have the added benefit of being able to ask your questions live to the speakers.

Benchmark 106

Benchmark Marketing Advertising B2B 106