Beyond Philosophy
OCTOBER 17, 2016
Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. It is important to get these memorable bits right, or your customer loyalty will certainly go to pieces. The human memory isn’t as reliable as we would like to think.
ShepHyken
OCTOBER 19, 2016
The other night I had a wonderful meal at Mama Louise , an Italian restaurant in Orlando on Florida’s ever popular “Restaurant Row.” I ordered Mama’s Stuffed Chicken, and it was delicious. But, good food isn’t what this is about. It’s about the experience that Joe Esposito and his staff created. First, the staff was friendly and helpful, making suggestions and letting us know what was most popular on the menu.
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Steve DiGioia
OCTOBER 17, 2016
because my loyalty does have limits This original article was written by Steve DiGioia. You failed them again. Be honest – face the facts! You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. What happened? Sales are down, bills now pile up. Employee morale is low and coming to work is no longer fun.
Callminer
OCTOBER 13, 2016
How can you provide exceptional customer experiences? Seamless customer service, customer experience analytics, and technology are a few ways. Read more.
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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
OCTOBER 3, 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
OCTOBER 26, 2016
When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. Today, it shouldn’t be news to anyone that things have changed and malls in general are struggling. Discount retailers are partly to blame, but the real culprit is the internet. Why would you change out of your pajamas and scout for a parking place when you could buy the same stuff online, from the comfort of your couch?
ShepHyken
OCTOBER 5, 2016
Last week I wrote about the Un-WOW. After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Like perfection is not reality, the concept of consistently WOWing customers is a lofty, if not impossible goal to achieve.
Steve DiGioia
OCTOBER 10, 2016
take that as a badge of honor! This original article was written by Steve DiGioia. The moment I entered the door he looked at me and smiled. “Good morning, welcome to Dunkin’ Donuts. Are you looking for a great cup of coffee today?” the attendant said. He already had me smiling. “Yes please” I answered. This is not a promotion for Duncan Donuts. It’s just to acknowledge a great employee that works at one of its many stores.
Callminer
OCTOBER 31, 2016
In today’s customer landscape, the “customer experience” has evolved from a buzzword to a top priority for any organization regularly interfacing with customers. And for good reason: Research shows customer satisfaction has the power to create happy and loyal customers, in addition to directly impacting the bottom line. Forrester, in fact, reports that the revenue […].
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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.
Customers That Stick
OCTOBER 15, 2016
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Win the Customer
OCTOBER 3, 2016
One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.
Beyond Philosophy
OCTOBER 24, 2016
Tesla announced that all of their cars will be self-driving cars. Wednesday’s announcement, delayed two days from the original announcement scheduled for Monday October 17th, stated that all of its cars will have the ability to drive themselves, referred to as level 5 autonomy. Before the announcement, many experts and industry commentators had little idea what it would be.
ShepHyken
OCTOBER 12, 2016
How you promote your company, your products and services is a very important part of the customer experience. How much clutter do you create for your customer’s email inbox? How many times does the customer miss an important message when it gets mixed into the clutter? And, it’s not just email. It’s any method of communication, which includes text messages and social channels like Facebook, Twitter and others.
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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.
Steve DiGioia
OCTOBER 3, 2016
…or does it even matter? This original article was written by Steve DiGioia. After your star performer quit and left you high and dry you insisted on keeping that manager position open for three weeks. Face it; your pride got the best of you. “How dare he walk out like that? Besides, we didn’t need him anyway”. Boy, how wrong you were. No emails went out about why he left and there was no mention to the middle managers of what happened.
Callminer
OCTOBER 14, 2016
If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human. Add to that statistic the fact that, within just a few years, the majority (89%) of companies will compete mainly on […]. The post 7 Tips for Providing Exceptional Customer Experiences appeared first on CallMiner.
Customers That Stick
OCTOBER 17, 2016
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Amity
OCTOBER 5, 2016
Launched in 2014, Typeform has already reached over 1.5 million users worldwide and is not planning on slowing down anytime soon. The Southern European startup based in Barcelona is on its journey to making things a little more human with game-changing forms, surveys, and more. Amity decided to sit down with David Apple , Director of Customer Success at Typeform, to learn about the structure and culture of Customer Success in this fast-growing startup, and to find out how it has evolved since it
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
OCTOBER 12, 2016
We live in the data age. Data is collected about our personal behavior everywhere. From the searches we instigate online to the products we order (and when) to the movies we choose in our Netflix Queue, sometimes it seems as if every move we make ends up in a database somewhere. So why this sudden interest in whether we watched all 14 seasons of ER or returned the Samsung Galaxy S5 Phone Case?
ShepHyken
OCTOBER 28, 2016
This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. I believe a negative review, like any complaint, is an opportunity to show how good you are. – Shep Hyken. Ever wondered what the impact of a negative review is? You’re almost ready to buy.
Steve DiGioia
OCTOBER 31, 2016
This original article was written by Steve DiGioia. Aren’t you tired of hearing customers complain? Tired of low productivity and high payroll costs? Tired of watching your service scores fall month after month? What are you doing about it? Are you a change agent or the king of status quo? A successful business is dependent upon the unwavering ability to identify challenges, evaluate a new course of action and put into effect the processes and procedures to make it happen.
Contact Center Pipeline
OCTOBER 27, 2016
October is a great time to be in the contact center. The month kicks off with Customer Service Week celebrations and, in some parts of the country, the weather changes to crisp days and cool nights. Perfect reading weather. The following were the Top 5 most-read posts in October. Conversing or Transacting? Contact centers come […].
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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.
Customers That Stick
OCTOBER 31, 2016
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HGS
OCTOBER 26, 2016
Disrupter No. 7: Social Profiling. By Lauren Kindzierski, HGS VP of Solutions and Capabilities. Earlier this year, HGS released a white paper on this year’s top 10 customer experience disrupters—those that are sure to alter the CX landscape this year. Over the next few months, we’ll dedicate a blog to each of these CX game changers. Here we dissect Disrupter No. 7, Social Profiling, highlighting essential CX strategies. .
Beyond Philosophy
OCTOBER 10, 2016
When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. However, it’s probably not happening the way you think it is. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. This presumption is only partway true.
ShepHyken
OCTOBER 11, 2016
Donna Peeples on How Brands Can Embrace Change. and Improve Customer Service. Shep Hyken speaks with Donna Peeples, a customer experience expert and Chief Customer Officer of Pypestream, a technology company offering secure mobile messaging, about how embracing change can enhance customer service and improve customer loyalty. Before Pypestream, Donna was Chief Customer Officer at AIG Property and Casualty, where she was responsible for leading communication, management, service delivery strategi
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.
Peter Lavers
OCTOBER 17, 2016
Peter Lavers’ blog on the “two common mistakes companies make in customer journeys” has been published on IBM #ThinkMarketing. Read it here. Tweet to @PeterLavers. The post “Two common mistakes in customer journeys” blog published on #ThinkMarketing appeared first on Think CX.
Contact Center Pipeline
OCTOBER 26, 2016
Every contact center looks for ways to be more effective and efficient in handling customer contacts. Process improvement is a high impact opportunity. Yet we see few centers focus attention on the agent desktop, a common hindrance to smooth processes and a ripe target to enable dramatic changes. The desktop problem is ubiquitous but faces […].
ijgolding
OCTOBER 17, 2016
The Golding family car – a Renault Grand Espace we affectionately call ‘the beast’ – is reaching the end of its life. Despite transporting us to all corners of the UK; the entire length of France; and from La Coruna to Barcelona and Menorca in Spain; all good things come to an end. We have both accepted that the time has come to find a replacement.
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