Beyond Philosophy
SEPTEMBER 26, 2016
We all have habits. Some of them are good, and some, well, aren’t. But for good or ill, habits drive our behavior every day, and even more so when we are customers. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level , Professor Ryan Hamilton of Emory University and I explore habits and their influence on how customers behave.
ShepHyken
SEPTEMBER 21, 2016
It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. Consider this. Low price shoppers are loyal to their wallets and purses, not to the business. As soon as these price-conscious customers find a retailer or any other type of business or vendor with a lower price than the one they have been doing business with, they will move.
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Steve DiGioia
SEPTEMBER 16, 2016
Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! As someone deeply involved in customer service and the overall customer experience, I am interested in identifying companies that share my love of service and how they tend to the customer’s needs.
Callminer
SEPTEMBER 25, 2016
A well-run call center is one where agents create meaningful relationships with customers. Take a look at CallMiner’s list of 7 call center best practices.
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Customers That Stick
SEPTEMBER 26, 2016
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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
SEPTEMBER 28, 2016
How we feel affects how we behave. Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. If you aren’t sure this is true, then ask yourself: would I open a Yahoo email account today? Yahoo is in the news all over the world. No longer because of their appointment of an up and coming CEO (that just happened to be female).
ShepHyken
SEPTEMBER 28, 2016
QUICK REMINDER: Don’t forget about National Customer Service Week , October 3-7, 2016. For more information about the week check out these resources. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. I’ve always preached that the most amazing companies will occasionally deliver the above-and-beyond customer experience.
Steve DiGioia
SEPTEMBER 12, 2016
and not like a kindergarten teacher This original article was written by Steve DiGioia. Read this script and memorize each line. You must get into the character and feel his pain, study his emotions. What makes him tick? Let’s do it again. Those were the words of the movie director. It was a far cry from the kindergarten teacher…. “Now children, we are going to have free time.
Callminer
SEPTEMBER 26, 2016
There is no denying that an efficient call center is one where agents address customer concerns in a prompt and thorough manner, creating meaningful relationships with customers at each and every point of interaction. But, the question is: What does it take to establish a well-organized and efficient call center? Earlier this year, we brought […].
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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.
Customers That Stick
SEPTEMBER 19, 2016
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Amity
SEPTEMBER 19, 2016
So here you are, building the next up and coming SaaS tool, with the ever so common recurring revenue model. Things are going really well. Your customers really seem to love you, and why wouldn’t they? Your product is awesome! You and your growing customer base seem to be linked arm in arm skipping into the sunset. More and more users sign up.
Beyond Philosophy
SEPTEMBER 12, 2016
When you ask a person why they bought something, they can always tell you straightaway. It might not be the reason, but it’s the reason they give. Is the person lying? Except for rare exceptions (politicians, criminals, celebrities learning too late that Twitter and Booze don’t mix), not at all. Many times people don’t know the real reason they did something.
ShepHyken
SEPTEMBER 14, 2016
I’m very excited to share this concept with you, especially as we approach National Customer Service Week. If you’ve been following me for longer than a year, then you know that Customer Service Week is the first full week of October, and this year its October 3-7. So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience.
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Steve DiGioia
SEPTEMBER 19, 2016
do what's in the best interest for me, not your wallet This original article was written by Steve DiGioia. Don’t hard-sell me. I don’t like it and I promise you won’t change my mind. Touting the benefits of a product/service over my objections does nothing to sway me. All it does is want me to leave the item at your register and walk out the door.
C3Centricity
SEPTEMBER 12, 2016
If you follow me on social media, you’ll know that I’ve just returned from a three-week visit to Peru. I had the privilege of being the keynote speaker at IIEX-Latam in Lima and decided to take time off to visit the country after the conference. How glad I was that I took that decision, because I discovered that Peruvians are experts in customer delight!
Customers That Stick
SEPTEMBER 6, 2016
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Amity
SEPTEMBER 12, 2016
The key in building a successful product is about building the right thing for the right target audience. If you think it’s all about the product you are selling, you’re missing the point. It’s about creating the product your users need and want. Listen to your users, but really listen. That way, you’ll be able to fine-tune your product into something they will want to use and be willing to pay for.
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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.
Beyond Philosophy
SEPTEMBER 18, 2016
Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust. Carrie Tolstedt , unit leader of Wells Fargo’s community banking division, is set to retire at the end of this year after 27 years of service.
ShepHyken
SEPTEMBER 23, 2016
This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. – Shep Hyken. Digitally native millennials are quickly becoming the largest base of healthcare consumers, yet they are consistently left frustrated and underwhelmed by disj
Steve DiGioia
SEPTEMBER 26, 2016
This original article was written by Steve DiGioia. Customers appreciate your positive attitude. They prefer to buy from those they like and those that have their best interest at heart. Here’s a post adapted from my book that shows it works in the restaurant industry. Assume the sale. This is one of those phrases that is drilled into the head of any good salesperson.
Win the Customer
SEPTEMBER 28, 2016
Customer feedback and consumer reviews are very important aspects of any business activity. Traditionally, small retail businesses that keep a brick-and-mortar presence have been able to gather customer feedback immediately and on the spot. These days, however, large companies have many tools that can help them collect and analyze consumer reviews and feedback.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
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Vonage
SEPTEMBER 16, 2016
Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Their hiring and training is focused on customer service, and they truly deliver it.
ClearAction
SEPTEMBER 16, 2016
10 Silos Impact Customer Experience Lynn Hunsaker. Does your business have a silo detective? This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Things that don’t make sense in the way business is done can almost always be traced to silo-ization. And the pain of business silos is well-known to everyone, whether employee or customer.
Beyond Philosophy
SEPTEMBER 13, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. For any offline or online social word-of-mouth initiative to be impactful with key stakeholders, financially and otherwise, there must first be full realization of what it can and can’t do, and what it is and what it isn’t. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.
ShepHyken
SEPTEMBER 27, 2016
Dr. Michael LeBoeuf on. How to Win Customers and Keep Them for Life. Shep Hyken speaks with the author of one of his favorite customer service books, professor, speaker and world famous author Dr. Michael LeBoeuf. They discuss his timeless classic that was well ahead of its time titled, “How to Win Customers and Keep Them for Life.” Dr. LeBoeuf was a pioneer of his industry, who was discussing the customer experience well before it was a trend.
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!
Steve DiGioia
SEPTEMBER 9, 2016
Guest post by Steve Curtin This original article was written by Steve DiGioia. One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Thanks Steve! Earlier this year I was asked for my opinion about which key performance indicator (KPI) was the most important. I think if you ask five different people you may get five different answers.
Contact Center Pipeline
SEPTEMBER 29, 2016
Take a look at our top five blog posts for the month to see which topics your fellow contact center professionals were most interested in—tips on how to hire the right service staff; insights on using customer analytics to unlock customer experience; managing dysfunction in the contact center; the impact of on-hold music on your […].
Peter Lavers
SEPTEMBER 29, 2016
Andrew Hargreaves, Director of Customer Experience, Marketing and UCAS Media at UCAS, spoke to the third forum of The Customer Council in September in Cape Town on the subject of “Lighting a CX fire in the heart of others”. The forum was hosted by Sanlam Investments and facilitated by Peter Lavers, and here are some key nuggets from the session: The CX Leader has got to be someone with enough power and willing to play the “customer card”.
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