Beyond Philosophy
NOVEMBER 3, 2015
Let me set the scene. My career was plateauing. I had done well, but things had started to get a bit stale. Then, I had a meeting/interview with Neil Hobbs. Neil would have the biggest impact on my professional life. Neil had a reputation of being a tough boss. He set high standards and expected people to achieve them. He didn’t suffer fools gladly.
Steve DiGioia
NOVEMBER 5, 2015
Guest Post by Kate Nasser, The People Skills Coach™ This original article was written by Steve DiGioia. Today’s guest post is by Kate Nasser, The People Skills Coach™, Founder & President CAS, Inc. She uses real life stories to ignite true customer focus, and here is her story. You can’t have a discussion about customer service without customers stressing the importance of listening.
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Callminer
NOVEMBER 19, 2015
Companies need to do more than meet customer expectations. Here’s a look at 3 ways to enrich customer interactions and drive customer engagement optimization.
CCNG
NOVEMBER 10, 2015
“You must spend money to make money.” – Plautus The 2015 CCNG Executive Summit was a success because attendees shared their experiences, both good and not-so-good. So much so that on my flight home, my head spun with industry buzzwords and emerging trends. But one in particular stood out for me: Agent inefficiencies continue to … Continue reading Who Will Take on the $4 Billion Challenge?
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Customers That Stick
NOVEMBER 17, 2015
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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 10, 2015
In this series, professionals share their secrets to being more productive. Read the posts here , then write your own (use #ProductivityHacks in the body). Consistent productivity doesn’t happen by chance. Productive people have a secret to their productivity: Eliminate distractions. Were you hoping for something more complicated? It isn’t complicated.
Steve DiGioia
NOVEMBER 12, 2015
the daily battle continues This original article was written by Steve DiGioia. When I previously posted this article on one of the hospitality websites last year I got a lot of grief from those in the “sales” side of the business. They thought I was being too harsh and putting the blame on them for all the ills of bad service. Now it’s your time to judge for yourself.
C3Centricity
NOVEMBER 1, 2015
In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible. They might have been able to steal information such as [.]. The post How a Company Reacts to a Crisis Says a Lot About its Customer Centricity appeared first on C3Centricity.
CCNG
NOVEMBER 10, 2015
Our story begins on an unseasonably sunny hot spring day in the Port of Miami. In the chaos that is embarkation, my family dumps two pieces of luggage to a porter to begin a welcomed gorgeous transatlantic cruise.
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Customers That Stick
NOVEMBER 3, 2015
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Win the Customer
NOVEMBER 6, 2015
Continuing to innovate on service experience and improving service delivery requires organizations that are transparent about their service actions and get correct insight to what customers receive from service interactions. Successful organizations that enjoy great customer relationship and customer loyalty need to overcome the common customer service myths that prevent them from delivering the exceptional […].
Beyond Philosophy
NOVEMBER 12, 2015
“Emotions are contagious. We’ve all known it experientially. You know after you have a really fun coffee with a friend, you feel good. When you have a rude clerk in a store, you walk away feeling bad.”. Daniel Goleman, Author of Emotional Intelligence: Why it Can Matter More Than IQ. If you read my rude title, you will be disappointed to discover that I don’t think you are pathetic, but a new scientific study proves being rude to someone is contagious.
Steve DiGioia
NOVEMBER 9, 2015
do you take better care of the "big guys"? This original article was written by Steve DiGioia. We must nurture each customer as we do each flower in our garden. Yes, there are the larger and more colorful flowers that immediately capture our attention but never underestimate the small delicate flowers (our smaller customers) that are sprinkled throughout the bed.
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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
Vonage
NOVEMBER 9, 2015
As a service provider, there’s a lot of power in creating the impression for your customer that she’s at the absolute center of your world. This is, in a sense, an illusion, because you have (I hope) a life of your own and (I’m hoping again) more than one customer to support. But it is an extremely powerful business-building illusion if you can successfully pull it off.
CCNG
NOVEMBER 10, 2015
From the desk of Dr. WFO: On August 3-4, I had the opportunity to participate with a number of great organizations at the CCNG Executive Summit in Fort Worth, TX.
Customers That Stick
NOVEMBER 10, 2015
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Win the Customer
NOVEMBER 2, 2015
In today’s customer-centric world, empathy, efficiency and sincerity in customer communications is non-negotiable. We’ve heard them all – from, “Thank you for being a valued customer” to “I understand your frustration.” Traditional, scripted support lines are not only sound inhuman, but they tend to upset customers even further.In today’s customer-centric world, support should still carry […].
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Beyond Philosophy
NOVEMBER 20, 2015
In this series, professionals share how they embrace the entrepreneurial mindset. See the stories here , then write your own (use #BetheBoss in the post). I was a senior executive with 3,500 people reporting to me globally. I had worked my way up and found my place in corporate life. I had it all: a big expense account, a big budget, and a big salary.
Steve DiGioia
NOVEMBER 2, 2015
it's really not that difficult This original article was written by Steve DiGioia. A long-term repeat customer is the goal of every business, one who continues to purchase from you time and time again. But what is it that keeps them coming back? Is it low prices, a continual stream of coupons, loyalty programs, or late night operating hours? These are all good ways to attract a customer, but are these enough reasons to gain their trust and make them truly loyal?
C3Centricity
NOVEMBER 15, 2015
Stories exist in all cultures. They have developed down through the ages as a means of transferring knowledge, long before books and now the web enabled their storage. Today’s information-rich world has made storytelling a required talent for CEOs and CMOs alike to develop. And websites and Fan pages now make it a necessary skill for [.]. The post Clues to a Remarkable Brand Story appeared first on C3Centricity.
Vonage
NOVEMBER 11, 2015
Websites, email and digital voicemail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result. A friend of mine had a complaint about the service, or lack thereof, at a local hotel.
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Customers That Stick
NOVEMBER 24, 2015
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Win the Customer
NOVEMBER 8, 2015
Efficient customer service is essential to all businesses. Streamlining processes and functions could make or break your relations with your clients. In businesses across all industries, your customers are your lifeline. Without customers and their continued support, your business will not be able to flourish and take off. This is why it is imperative that you […].
Beyond Philosophy
NOVEMBER 17, 2015
Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. Their website claims the brand has 175 shops internationally. Something else they have? A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. According to Business Insider, the new experience is called a “guest journey” and the sales associate is now their “muse.”.
Steve DiGioia
NOVEMBER 16, 2015
how helping those who reach out to you for advise is rewarding for both This original article was written by Steve DiGioia. Most of us have not had the luxury of a mentor ; someone that “takes us under his/her wing” and patiently shares their years of experience with us in the hopes of setting us straight on the road to success. Frankly, there are not even enough people that are willing to undertake this task in the first place.
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Nimble
NOVEMBER 9, 2015
The sales team loves you – because you are always responsive to their ad hoc requests for a presentation, brochure, case study, or email campaign NOW. The CEO may love you too – because you are filling the pipeline as requested to meet quarterly revenue objectives. But, despite the love you are uneasy. You know [.].
Vonage
NOVEMBER 13, 2015
Targets or goals, objectives or Key Performance Indicators (KPIs)… All contact centres have them and all operational leads are trying to make sure they’re concentrating on the right ones. But with so many different things going on in most contact centres, it’s difficult to know which ones to aim for, and all too easy to blindly focus on what has always been done before.
ClearAction
NOVEMBER 3, 2015
Customer Experience for the Future: Outside-In Beyond Skin-Deep. "Outside-in" is a popular term in the customer experience field. It refers to the importance of customers' inputs as a guiding light for the inner workings of an enterprise. In the quest for "outside-in" most companies have voice of the customer programs, loyalty programs, and high-touch service.
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