Beyond Philosophy
NOVEMBER 23, 2016
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no, but if it weren’t mine I would be; and yes.) Over two billion people use them two hours a day.
ShepHyken
NOVEMBER 30, 2016
Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A twist on this excellent concept is that, “Good is the foundation of exceptional.”. A good customer service experience is doing what you are supposed to do. That’s expected. In other words, it meets basic expectations. It’s satisfactory. It’s just good.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
NOVEMBER 28, 2016
This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.
Contact Center Pipeline
NOVEMBER 3, 2016
Universities, consultants, authors and experts all have a lot to say about employee engagement. The attention paid to this topic is encouraging, as it is a critical ingredient in a high-performing company. The best insight, though, does not come from the experts. It comes right from the source—the employees themselves. Agents in contact centers have […].
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Callminer
NOVEMBER 21, 2016
To understand the customer journey, companies must leverage the wealth of customer data at their disposal. Read how MDM & speech analytics can help.
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
NOVEMBER 16, 2016
Toblerone fans got a nasty surprise when they bought their favorite treat recently. The chocolate bar got a makeover, losing volume and a noticeable gap between the triangles. Customers noticed the change, but not in a good way. Toblerone, a chocolate bar known for its triangular shape and unique packaging, reduced the size of their 170-gram (Almost 6 oz.) candy bar to 150 (5.291).
ShepHyken
NOVEMBER 16, 2016
What is marketing? A quick Google search on the word marketing reveals this from the American Marketing Association (And, they should know!): Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed.
Steve DiGioia
NOVEMBER 7, 2016
how else will you REALLY know what's going on? This original article was written by Steve DiGioia. Stop complaining about your customers. “They’re too demanding; always have something negative to say and they look for discounts”. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience.
Contact Center Pipeline
NOVEMBER 1, 2016
No one can deny the remarkable impact that mobile technology has had on consumer behavior. Texting has displaced phone calls and email as the preferred communication channel among millennials, and social media has emerged as their top choice for obtaining information and content. Our employees are also consumers of the latest cool tools and applications. […].
Advertisement
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.
Win the Customer
NOVEMBER 14, 2016
Whether it’s Snapchat’s GeoFilters or Facebook’s 360 Photos, more businesses are finding that social media is one of the most powerful tools available today. Whatever industry you’re in, you simply must have a social media presence these days. For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace.
Callminer
NOVEMBER 15, 2016
One can argue about the reasons why it is important, however what is ultimately an indisputable net result of employee unhappiness is disengaged employees.
Beyond Philosophy
NOVEMBER 30, 2016
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options, and the half dozen clauses I have to initial on the application. By the time I’ve got the keys, I’m never entirely certain what I’ve signed up for.
ShepHyken
NOVEMBER 2, 2016
It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers.
Advertisement
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.
Steve DiGioia
NOVEMBER 14, 2016
This original article was written by Steve DiGioia. As a kid growing up in Brooklyn New York I spent countless hours with my best friend. We were neighbors and always together. Whether going to the movies, playing ball or doing other “kid stuff”, we had great times together. Moving forward many years I sat down today to write a new article on what makes great customer service.
ijgolding
NOVEMBER 22, 2016
As customer experience has become increasingly recognised as a thing of tangibility, so has the need to adopt and embed the skills and competencies that make managing it (customer experience that is) a reality. Any ‘concept’ that becomes something requiring methodologies, approaches, tools and techniques, also requires the need for people to understand how to use, deploy and embed them.
Win the Customer
NOVEMBER 9, 2016
Great customer support has one goal; to make it easy for customers to get their problem solved painlessly and quickly. Out of all of the customer service methods available, email, phone or chat, live chat is by far the simplest, fastest and least obtrusive. It’s no surprise that almost one third of all consumers are now expecting live chat to be available on any business website.
Amity
NOVEMBER 28, 2016
There are people who see B2B marketing as one of the most boring fields in the world of business. They reduce it to this grinding existence where you try to convince an experienced decision-maker that your product/service is a fraction better than your competitor's product/service at a price that is a fraction more affordable. B2B marketing is not at all boring.
Advertisement
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.
Beyond Philosophy
NOVEMBER 2, 2016
Have you ever spent a night at a hotel, on business, and been charged a “resort fee” even though you never had time to take advantage of the pool, the spa or any of the other “amenities?”. I have, and I wasn’t happy about it. Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room.
ShepHyken
NOVEMBER 29, 2016
Nate Spears on Providing Exceptional Customer Service. in the Digital Age. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers.
Steve DiGioia
NOVEMBER 21, 2016
This original article was written by Steve DiGioia. Thanksgiving, the most American of holidays. Time to eat, time to drink, time to watch football. But also time to give thanks to those of you who have visited my blog, shared it with friends, read my articles, left a comment or two and subscribed. I hope my writings have brought some insight and maybe even a few tips and tactics that are useful in your business.
Vonage
NOVEMBER 10, 2016
The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business. I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. What comes to mind when you hear the word velocity ?
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!
Win the Customer
NOVEMBER 7, 2016
It is a lot easier to make money as a business if you give your customers what they want. However, that can be a lot easier said than done. Managing customer needs and maintaining a profitable company at the same time are things business owners have to learn to balance. What can you do to include your customers in your marketing campaigns to ensure that you say what they need to hear in order to make a confident purchase?
Amity
NOVEMBER 9, 2016
There is a lot happening in the world of Customer Success, everything changes fast, and it can be difficult to see the bigger picture and to locate yourself on the map. We love statistics, numbers, all the fun stuff. So we looked everywhere and aggregated the most striking Customer Success numbers to help you understand what's really happening. About the profession: 62% of Customer Success professionals report having less than 3 years of experience in Customer Success, and 9% reported having
Beyond Philosophy
NOVEMBER 7, 2016
Dunkin’ Donuts, Honda, and McDonald’s are all gigantic brands with huge reputations. However, each of them has something else in common. They have each partnered with a sports franchise in a brilliant play to boost the emotional engagement with the team’s fans. Each program targets specific team fans and celebrates that connection with a reward. Dunkin’ Donuts gives DD Perks® rewards program members coffee for $.87 after every win during the season in honor of Tight End, Rob Gronkowski (#87) as
ShepHyken
NOVEMBER 9, 2016
Are you guilty of disrespecting your customers? That’s a rhetorical question, and I’m sure the answer is no. At least I hope the answer is no. Our friends at Provide Support sent over an awesome infographic about different reasons customers don’t like the companies they do business with. I don’t think you’ll disagree with any of the reasons, and you’ll probably hope that your company is not guilty of what I call Crimes Against the Customer.
Advertisement
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
NOVEMBER 7, 2016
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.
CustomerGauge
NOVEMBER 18, 2016
So…you’ve surveyed your customer base and now you have a ton of feedback. How do you extract value from these comments? Or process all this data in a reasonable time frame? After you’ve done the foot work, sifting through all that data can feel like a daunting task. This is where text analytics comes into play. Text […]. The post NPS and Text Analytics—Customer Feedback Decoded appeared first on CustomerGauge.
Vonage
NOVEMBER 4, 2016
Each week, I send out a Customer Service Tip of the Week email to my subscribers. (Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on. Eventually, the tips cycle through and start over again. I’ll occasionally add some new tips to the mix.
Expert insights. Personalized for you.
419 
Let's personalize your content