Beyond Philosophy
JULY 30, 2015
Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. The message you send will communicate how you are as an organization.
Steve DiGioia
JULY 22, 2015
This original article was written by Steve DiGioia. Regardless of your business, there will be the inevitable situation where a customer is dissatisfied with your product or service. It is something we never want to deal with but know that we must. In a perfect world, our product or service is everything our customers expect, everything they thought it would be.
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CCNG
JULY 7, 2015
In our previous post, we reviewed the keys to being an effective communicator. We start with a foundation of respect, empathy, reliability, responsiveness, and assurance.
Callminer
JULY 16, 2015
CallMiner speech analytics helps organizations across industries reduce costs & improve contact center efficiency. Read more about how with our case study examples.
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
Peter Lavers
JULY 7, 2015
I was recently posed a thought-provoking question about how to extend “customer centricity” into the operations of large organisations. It’s one thing to talk strategically about the subject but it’s another thing completely to engender a real passion for the customer experience amongst the staff who are often tactically managed (even outsourced) and the least well paid in the business.
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
JULY 28, 2015
Brands are a fluid concept that can be destroyed in an instant. Brands make promises that should be kept by the people that deliver the experience. When the brand experience falls short of the promise, Customers feel disappointed, frustrated, and frankly, hacked off! For example, I recently purchased my new car. Having seen the adverts, undertaking the research online, and comparing various reviews, I narrowed my choices between a GMC Yukon or a Lincoln Navigator.
Steve DiGioia
JULY 24, 2015
This original article was written by Steve DiGioia. At times we act as if we are in a vacuum, all by our self, no one’s around. We are invisible. No one’s watching me…well, are they? You’d be surprised how many eyes are on us while we work. “People watching” it’s called and it happens all the time. Especially to those in the customer […].
CCNG
JULY 7, 2015
A few years ago, I was doing consulting work for a well-known department store chain. They were doing well and were also looking to cut costs. One of the ideas was to contract out their delivery drivers. After some discussion about the numbers, I suggested that doing so would be a mistake. Their customers only … Continue reading Who Really Delivers Your Brand?
Win the Customer
JULY 10, 2015
Organizations today are facing a fundamental change in how customer experiences and service interactions take place. Customers today are more empowers, and infinitely more informed in the decisions they make regarding products and services. As more and more customers turn to online and social as part of their product and service discovery, social channels will […].
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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
Peter Lavers
JULY 7, 2015
“Customer Centricity is the eco-system and operating model that enables an organisation to design and deliver a unique and distinctive customer experience”. Doug Leather. A group of people representing some of the best brands in Europe gathered at Twickenham Stadium on a warm June day for a special masterclass focused “customer centricity” in companies that are primarily business-to-consumer (B2C).
Contact Center Pipeline
JULY 10, 2015
Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned customer service representatives yet struggle to find ways to disseminate, update, and use that knowledge effectively. Others have made investments in KM technologies but failed to make the tools appropriately accessible, […].
Beyond Philosophy
JULY 5, 2015
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.
Steve DiGioia
JULY 15, 2015
This original article was written by Steve DiGioia. Customer service is many things; the way you make the customer feel, the way you show appreciation for their business and the way you assist and anticipate their needs. But it is much more than that… One last thought… Customer service is the cheerful giving of attention.Click To Tweet So, how do YOU define customer […].
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
Vonage
JULY 27, 2015
The technology sector is fast-paced, with many businesses expanding rapidly. Add to that, the complex nature of many technology companies’ product or service and providing customer support in this sector can be a challenge. Here are six of the most common issues which prevent technology businesses from delivering an outstanding service – and how we’ve helped our customers overcome them.
Win the Customer
JULY 25, 2015
When things go wrong, customers need access to resources or solutions from customer service. This is when organizations really differentiate in terms of their customer service experience. Customers often need more than just a product or service. When there are questions or when things go wrong, customer need resources for help or access to solutions […].
Peter Lavers
JULY 8, 2015
WCL Customer Management is delighted to support Hello Customer for a breakfast seminar on September 10th with guest speaker, Daragh Kelly, Customer Intelligence Director at SKY IQ. Date: Thursday 10th September 2015. Time: 7am – 10am. Click here to register. Hello Good Morning wants to get you cracking, beyond the hypes and overly inspirational content that is flooding the scene.
Return Customer
JULY 8, 2015
Millennials are estimated to have a combined purchasing power of $2.45 trillion globally this year. It is only fair that they expect retailers to try and understand what they want. Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience.
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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.
PeopleMetrics
JULY 31, 2015
If you can tell, we’re fans of using feedback in your customer experience strategy. It helps you gain perspective. It helps you keep tabs on your experience. It gives you emotional snapshots of your company’s touchpoints. However, when thinking about collecting feedback on the customer experience, we can limit ourselves to considering feedback from customers.
Steve DiGioia
JULY 6, 2015
This original article was written by Steve DiGioia. Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? Is your glass half full or half empty? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many. We all […]. The post The 2 Best Ways to Stand Out From The Crowd appeared first on Steve DiGioia and was written by Steve DiGioia.
ijgolding
JULY 1, 2015
When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. As of today, I have visited 23 different countries all over the globe – talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that Customer Experience has become.
Win the Customer
JULY 11, 2015
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […].
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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.
Provide Support
JULY 6, 2015
In a huge variety of brands offering similar products or services, how do you separate yours from the competition? Since price becomes much less of a deciding factor when choosing between your brand and competitors, caring for your customers and nurturing relationships with them has never been more important in growing a successful business. Zig Ziglar once famously said, “People don’t buy things for logical reasons, they buy for emotional reasons” Statistically, 75% of buying
Contact Center Pipeline
JULY 31, 2015
Our top blog post in July offered insights from AllStaff’s Eric Berg about customers’ views of offshore contact centers—why offshore centers have an image problem and the impact on Customer Effort Scores. Other hot topics for the month included omnichannel strategy, contact center metrics and employee engagement. Customer Perception: Offshore vs. America In the course […].
ForeSee
JULY 7, 2015
The retail store environment plays a unique role in today’s technology-driven world. Customers develop relationships with companies using a variety of devices and channels, but the brick-and-mortar store adds the element of in-person interaction, where your associates represent the face and voice of your company. If you’re currently measuring the retail store customer experience or looking to start, here are five ways you can get more value from your voice of customer data.
Steve DiGioia
JULY 27, 2015
This original article was written by Steve DiGioia. We all have read, or written, about the lack of quality customer service in today’s marketplace. Whether it’s because of lack of staff training, poor morale, changing work ethics or a multitude of other reasons, it is a fact that service has changed. It’s even hard enough to get a positive response or recognition from […].
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.
Andrew Mcfarland
JULY 28, 2015
Too many customer experience (CX) initiatives never get funded because they miss the point. Too many people mistakenly advocate for improving the customer experience, enhancing customer service or boosting customer satisfaction. To get traction in your organization, you’ll have to make the conversation about business value. By avoiding the business value of CX initiatives, [.].
Win the Customer
JULY 13, 2015
We’ve all experienced bad customer service. Think of the feeling that was left in us (much like a bad first date). It’s not pleasant. And if you have too many, you’ll quickly develop a poor reputation with those you need the most, your customers. Have you ever been on a date in which you did […].
Vonage
JULY 21, 2015
There’s something about a good quote that makes it “stick”. It can be a timeless truth about human nature, an idea that sums up the age we live in, or just a simple fact of life. And often, the quotes that stick speak louder than statistics. Facts and figures only tell part of the story, but words can sum up an idea perfectly. Here are some of best quotes about customer service – and how you can act on them.
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