Beyond Philosophy
JANUARY 14, 2015
'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.
Customers That Stick
JANUARY 29, 2015
'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.
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Win the Customer
JANUARY 29, 2015
'The secret to Ritz-Carlton customer service lies in its strict adherence to its “Gold Standards” that include the Credo, the Motto, the 3 Steps of Service, the 20 Basics, and the Employee Promise. Service at the Ritz-Carlton is so outstanding at the hotel company that it has won the coveted Malcolm Baldridge National Quality Award twice, […].
C3Centricity
JANUARY 19, 2015
As you have no doubt already noticed, my Blog posts and those of many other Bloggers too, are often prompted by real-world experiences. This week is no exception. I want to share with you some examples of how companies jeopardise the loyalty of their customers and also seriously limit their chances of getting repeat purchases. [.]. The post Are you Jeopardising your Customers’ Loyalty?
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Bill Quiseng
JANUARY 26, 2015
One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.
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
JANUARY 12, 2015
'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.
Customers That Stick
JANUARY 12, 2015
'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.
Win the Customer
JANUARY 5, 2015
'Highly effective and quality service like that delivered by the Ritz-Carlton Hotels is a prime example of organizations that have mastered the art of going above and beyond in the call of service through their innovative service experience. An experience with a team member at the Ritz-Carlton is different in that they will deliver a […].
Contact Center Pipeline
JANUARY 30, 2015
LINDSEY ANSLOW has dedicated her career to working in customer-centric contact centers. As Director of Operations at DependableIT, a third-party provider of commercial and residential technical and premium technical support based in Burlington, Ontario, Lindsey heads an multiple award-winning service and support operation. Her passion for developing and growing her people is evident in the contact […].
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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.
Joe Rawlinson
JANUARY 7, 2015
'Let’s shoot from the hip here: if any part of your job or business uses the Internet for marketing purposes and you don’t include a Call To Action (or CTA for short), then you’re wasting your time online. You can create the pithiest tweet, the most compelling blog post, the most awesome article, but if you’re trying to win over customers, all of that content is incomplete and ultimately ineffective without a CTA.
ClearAction
JANUARY 11, 2015
Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded. The gravity of upside and downside to customer experience metrics selection cannot be overstated.
Beyond Philosophy
JANUARY 16, 2015
'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.
Customers That Stick
JANUARY 22, 2015
'The words Big Data are spoken every day in corporate offices around the world. And the benefits of it to companies and customers is, well… big. And while Big Data is becoming more accessible to small to medium-sized businesses (SMBs), the basics of customer information — small data, if you will — is still where customer and experience meet for most organizations.
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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.
Win the Customer
JANUARY 13, 2015
'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].
Contact Center Pipeline
JANUARY 29, 2015
Have you ever tried to calculate how many people you’d need to answer 100 calls with a 30-second ASA and a 3-minute handle time? On a PC this is easy… just install the free Erlang Add-In for Excel and you can hit the ground running. But this doesn’t work on a Mac. Why? Because Mac doesn’t […].
customer sure
JANUARY 29, 2015
Takeaway: Respond politely, promptly and sincerely to negative reviews. Apologise, fix the problem and demonstrate your dedication to service to prospective customers. Reading time: 7 minutes. There’s a ton of value to be had from reviews. Even negative reviews. But what’s the best way to approach your response? Every online business will receive negative reviews once in a while.
PeopleMetrics
JANUARY 14, 2015
'In the romantic view of creativity, the artist waits. Then in a flash of inspiration, the artist suddenly receives a fully formed idea. All the artist has to do is bring it to life. In a more realistic view, as regular artists and creative types can tell you, you have to get to work to be productive. Creating a body of work is not about waiting for a lighting strike.
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!
Beyond Philosophy
JANUARY 28, 2015
'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.
Customers That Stick
JANUARY 8, 2015
'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.
Win the Customer
JANUARY 27, 2015
'To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. Furthermore, only about 30% […].
Contact Center Pipeline
JANUARY 28, 2015
Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the Future,” I’m sure, there are lots of things we haven’t quite perfected yet. And while I think we should at least have hoverboards so we can pick up a delicious dehydrated […].
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Joe Rawlinson
JANUARY 21, 2015
'You may know Napoleon Hill from his book Think and Grow Rich. That timeless classic teaches how to use your mind to get the results you want. Many people don’t know that Napoleon Hill wrote another book that wasn’t released until well after his death. Outwitting the Devil: The Secret to Freedom and Success is Hill’s work that came out of the vault just a few years ago.
PeopleMetrics
JANUARY 20, 2015
'I was at a conference once, riding a loud charter bus toward a free dinner. I was sitting next to a friend I hadn''t seen in a while, and we were catching up. He mentioned his recent wedding, and how a mutual colleague officiated. (We''ll call the colleague Michael.) Then he noted how, in the ceremony, Michael elaborated on one notion in particular.
Beyond Philosophy
JANUARY 19, 2015
'According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S. and Israeli business schools, repr
Customers That Stick
JANUARY 5, 2015
'Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! I thought our first post of the year would be a good time to talk about some of our upcoming plans for the blog. While the changes are not revolutionary — the blog will still be very recognizable to regular readers — it is evolutionary, and we will be refining our focus and and concentrating on some exciting new areas to help provide you even more value.
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.
Win the Customer
JANUARY 28, 2015
'The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors. Throughout the event, the concepts of brand purpose and listening, as well as […].
Contact Center Pipeline
JANUARY 27, 2015
Today’s customers own multiple technology devices and use them to interact with companies and brands like never before. People’s preference for—and reliance on—technology to perform everything from initial research to the final transaction means that companies must understand the modern customer experience and integrate cross-organizational support for it as part of their overall customer service […].
ijgolding
JANUARY 14, 2015
'This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded in 1864, the perception of John Lewis as a brand you can trust has been built over many years of hard work – hard work in adapting to the world around it and the ever changing needs
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