Beyond Philosophy

APRIL 5, 2017

Of course, we all make mistakes. Some of us make mistakes multiple times a day. Businesses need to be mindful of mistakes they make that impact their employees and customers. Company Apology Guidelines. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. Also, someone in a Senior role needs to sound remorseful and express truthfulness when something wrong has occurred.

Journey mapping 334

Journey mapping Accountability Banking Consulting 334

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Complaints are opportunities to show how good you can be. – Shep Hyken. Treasure the learnings to maximize business earnings! Disappointments can be delightful! The way you look at the issues can make a huge difference in resolving them.

Advertising 285

Advertising B2B Employee engagement CRM 285

Myra Golden Media

APRIL 17, 2017

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful.

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229

CX Global Media

APRIL 27, 2017

Gamification in customer experience has been used for several years. The concept of using game mechanics to attract and retain customers in the consumer space is commonplace and many tools have been developed. However the use of gamification tools in employee experience and performance has really just begun to emerge. And it’s rising quickly. For decades contact centers have explored ways to turn the tide of low employee engagement and low morale.

Gamification 227

Gamification Call Center Morale Contact Center 227

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Contact Center

Callminer

APRIL 26, 2017

Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].

First call resolution 196

First call resolution Best practices CRM Contact Center 196

Beyond Philosophy

APRIL 24, 2017

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. To find out, the research team put participants in an fMRI machine (functional magnetic resonance imaging) to see what happened when they lied.

Consulting 317

Consulting Consulting Banking Customer Experience 317

ShepHyken

APRIL 26, 2017

Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead. I turn the knob to what I hope is the correct water temperature and pull my arm out just as fast as I can – to avoid the cold water that is about to shoot out of the nozzle and hit my arm or other parts of my body.

Customer Experience 265

Customer Experience Customer Service 265

Myra Golden Media

APRIL 15, 2017

I’d given that keynote everything. I took the time to speak with 3 audience members weeks before my talk to get a feel for what would be value-adding for attendees. Months before my talk I interviewed 2 experts in the field so that I could provide field-tested and proven strategies in my key points. I was prayed up. On the big day my keynote was good, but it was not great.

Education 174

Education Personalization Customer Service Management 174

Steve DiGioia

APRIL 17, 2017

lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….

Airlines 133

Airlines Accountability Marketing Management 133

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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.

Analytics

Callminer

APRIL 4, 2017

Good surveys produce good data, and good data reflects experiences your customers actually have with the company. Good data shows where you need to improve.

Surveys 182

Surveys 182

Contact Center Pipeline

APRIL 25, 2017

Understanding your contact center costs is vital to successful management and administration of your center. Before we begin the discussion about reducing your cost per call, we first need to make sure that you have contact center costs measurements in place. If you are not actively tracking your costs and trends, it is impossible to […].

Contact Center 177

Contact Center Management Self service Call Center 177

Beyond Philosophy

APRIL 18, 2017

Every company has ups and downs, but what if yours has had a few quarters of disappointing revenue? You might be thinking it’s time for a big marketing investment, but where would you focus your energy? A. On rewarding regular customers with promotions to keep them coming back. B. On improving the customer’s experience at the time of purchase. C. On providing comparison shoppers with rational reasons to choose your product over another one.

Sales 310

Sales Consulting Consulting Customer emotions 310

ShepHyken

APRIL 25, 2017

Scott Moorehead on How Your Company Can Do Better with a Culture of Good. Can your business do better by doing good? Shep interviews Scott Moorehead, co-author of Build A Culture of Good: Unleash Results by Letting Your Employees Bring Their Soul to Work , who discovered that it is possible, as he went through a process that reignited passion and loyalty in his employees.

Customer Service 260

Customer Service 260

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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

Myra Golden Media

APRIL 23, 2017

I was making a special candy desert with my daughter, just 4 years old at the time. I didn’t even want to make the recipe, but Lauren begged me to. Given my frustration in the kitchen with this unfamiliar and difficult recipe, it’s no surprise that my daughter quickly lost interest in cooking with mommy and went to play. Impatient with a lengthy step in the cooking process, I decided to let the mixture simmer for a bit, thinking my frustration could also simmer down, and I went down the hall to

Customer Experience 149

Customer Experience 149

Steve DiGioia

APRIL 10, 2017

yes, he really did this. This original article was written by Steve DiGioia. Here’s one of the best examples of how to create customer loyalty that I have ever seen. It happened while I was working at the Hilton Newark Airport Hotel in 2003. We had a fantastic staff, happy employees and a robust business. One day there was a buzz that traveled all around the hotel.

Customer Service 133

Customer Service 133

Callminer

APRIL 17, 2017

To learn about the various methods for capturing the VoC that go overlooked by customer-facing organizations, we asked a panel of experts to weigh in.

Sales 182

Sales Marketing 182

Contact Center Pipeline

APRIL 27, 2017

Workforce management tips and takeaways were the topics on the Pipeline blog in April. WFM expert Tiffany LaReau’s insightful notes from the SWPP conference (a two-parter) were among our most-read blog posts this month. Other popular topics included agent scheduling, sales incentives and how to create a culture of accountability for achieving performance metrics.

Metrics 140

Metrics Sales Accountability Management 140

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

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. Moreover, 68% said price is the biggest reasons they shop where they do. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ShepHyken

APRIL 12, 2017

My wife and I were on the phone with our bank. They take care of our checking accounts and credit cards for our entire family, and we were having a problem transferring money from one account to another. The frustration began with fifteen minutes of hold time. Once the customer service representative came on the call, Cindy briefly described the problem.

Banking 254

Banking Accountability Customer Service Personalization 254

ijgolding

APRIL 4, 2017

There are certain things in life that are indisputable. Money does not grow on trees, is just one example. The earth is round, is another. Additionally, it cannot be denied that we – that is you and I – in fact all people on the planet – are human beings. I know that often human beings behave in a way that puts our humanity in doubt, yet even though not all people share the same moral or ethical code, we are all humans nonetheless.

Construction 134

Construction Morale Customer centricity Technology 134

Customers That Stick

APRIL 10, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service 144

Customer Service Management 144

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Callminer

APRIL 26, 2017

Definition of First Call Resolution. First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call , with no follow-up required. FCR not only helps gauge customer satisfaction – the higher your first-call resolution rate, the more satisfied your customers tend to be – and, as a result, drive customer loyalty

First call resolution 140

First call resolution Best practices Contact Center Analytics 140

CustomerGauge

APRIL 26, 2017

NPSBenchmarks.com is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

Analytics 137

Analytics Customer Experience Customer retention 137

Beyond Philosophy

APRIL 26, 2017

Theme parks aren’t really my cup of tea, partly because I don’t see the point of buying a $100 ticket so I can spend half my day sweating in long lines. Surely there are places that will let me stand in line for free! Universal Orlando seems to have heard me, or the tens of thousands of other people who say that standing in a two-hour line isn’t their idea of a good time.

Technology 283

Technology Consulting Consulting Customer emotions 283

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data. Priceless customer information is generated every time a customer interacts with you.

Customer Service 235

Customer Service Contact Center Technology Big data 235

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.

Customer Experience

Steve DiGioia

APRIL 17, 2017

lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month. To celebrate, I share a few examples of great service that were submitted by the loyal readers of this blog. It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? Lindsey Hartig , Marketing Manager at Martin Resorts on California’s Central Coast, shares this story….

Airlines 113

Airlines Accountability Marketing Management 113

Customers That Stick

APRIL 13, 2017

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Sales 125

Sales Customer Service 125

Callminer

APRIL 24, 2017

There are many lessons contact center professionals can take from Netflix.

Big data 182

Big data Contact Center 182