Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011.

Banking 352

Banking Accountability Consulting Consulting 352

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, will it?). If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience.

Customer Service 239

Customer Service Sales Personalization Customer Experience 239

Contact Center Pipeline

FEBRUARY 14, 2018

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development. Millions more live on the brink every day—one life event away from losing income, housing or both. For those who have experienced it, what often starts off as a temporary hiccup […].

Call Center 214

Call Center Contact Center 214

CX Global Media

FEBRUARY 12, 2018

You’ve got numerous reasons why you need to authenticate callers. But how you go about doing it could equate to burning the entire field in order to eliminate a few weeds. Are you worried that you’re wasting money and making stupid mistakes that are damaging the customer experience? Ahem, you should be. I need to confirm it’s you. Most likely in your contact center agents run callers through the routine of asking – Mother’s maiden name, date of birth and last four digits of you

Contact Center 204

Contact Center Interactive Voice Response Average Handle Time Call Center 204

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.

Enterprise

Myra Golden Media

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media. 1. Acknowledge Concern. The first thing you have to do, to restore confidence, is acknowledge customer concern in the first sentence of your interaction.

Airlines 184

Airlines Personalization Customer Experience 184

Contact Center Pipeline

FEBRUARY 13, 2018

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually. Our community LOVES their customers and routinely goes above and beyond to deliver the ultimate customer experience.

Contact Center 183

Contact Center Personalization Customer Experience Customer Service 183

Beyond Philosophy

FEBRUARY 16, 2018

Colin Shaw and Professor Ryan Hamilton discuss why Customers need ‘Reference Points’ This is part one of a fundamental behavioral economics theory called Prospect Theory ? It looks at how human decision making is effected by a reference point that a Customer uses to evaluate a Customer Experience and what you should do about it. The post How do Customers decide if their experience is good or bad?

Customer Experience 170

Customer Experience 170

Myra Golden Media

FEBRUARY 12, 2018

When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back. They push back with their words, tone, or by asking to talk to a supervisor. In a live De-escalation workshop recently, I had my audience divide up into pairs. And I had them identify as partner “A” or partner “B.”.

Personalization 166

Personalization Customer Service Customer Experience 166

ShepHyken

FEBRUARY 13, 2018

Backing Your Upset Customer Off the Ledge. Shep Hyken Interviews Skip Cohen on How to Handle Angry Customers . How well do you deal with angry and complaining customers? . . ?. Shep Hyken talks with Skip Cohen about the best ways to solve problems and deal with unhappy customers. Top Takeaways: When you empathize with an unhappy customer, this immediately lets them know that you are there to help and they feel valued.

Education 195

Education Customer Service Customer Care Customer Experience 195

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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.

Contact Center

Call Center Weekly

FEBRUARY 14, 2018

Along with traditional satisfaction measurements, what else should organizations focus on, to ensure an accurate assessment of customer experience? I typically focus on a three-pronged approach to assessing the customer experience. Listen. Don't just ask customers about the experience, listen, as well. There are a lot of different channels (both quantitative and qualitative) for customers to tell you about their needs and desired outcomes and how well you’re performing against their expectations

First call resolution 149

First call resolution Metrics Consulting Consulting 149

CX Accelerator

FEBRUARY 12, 2018

We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

Contact Center Pipeline

FEBRUARY 15, 2018

When it comes to culture, lasting change starts at the top with the leadership team. “Employees are ready to be engaged and empowered,” says employee and customer empowerment expert Shawn Casemore, author of The Unstoppable Organization: Empower Your People, Engage Your Customers and Grow Your Revenue. “It’s the mindset shift in leadership that is the […].

Coaching 276

Coaching Contact Center Call Center 276

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. (MartTech Exec) “It’s tough to be in a customer-facing position these days.

Customer Service 195

Customer Service B2C B2B Feedback 195

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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.

Analytics

Call Center Weekly

FEBRUARY 12, 2018

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV). The focus has shifted from knowing how the customer interacts with your brand to understanding the why behind their behavior so you can personalize their experience across channels, locations and time.

Journey mapping 245

Journey mapping Customer Experience Gamification Surveys 245

Lumoa

FEBRUARY 13, 2018

There's a company X that collects customer feedback. Company X prefers the Net Promoter Score® ( what is NPS? ), yet it could be any other metric. They ask the very familiar NPS question: " How likely is it that you would recommend [brand] to a friend or colleague? (on a scale from 0 to 10) " after each customer purchase or interaction. But guess what?

Feedback 111

Feedback Morale Customer retention Metrics 111

The Northridge Group

FEBRUARY 15, 2018

Customer experience is top of mind in every organization. Keys to a successful enterprise are centered around realizing the lifetime value of a customer and designing work processes that create customer “delight”, resulting in their likelihood to recommend you to others. According to our recent customer service experience report , 80% of consumers say they will switch to a different company because of bad customer service, and only half say they would consider returning – the stakes are high!

Customer Experience 105

Customer Experience Enterprise Customer Service Management 105

Aspect

FEBRUARY 13, 2018

It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl. The Lidl digital marketing director and his team had already looked at a variety of vendors and were ready to make a selection, but they were still open to listening to us.

Chatbots 102

Chatbots Interactive Voice Response Self service Contact Center 102

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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.

Contact Center

Influitive

FEBRUARY 16, 2018

Every company knows that keeping customers happy leads to higher retention rates and up-sell opportunities. Increasing customer loyalty often falls on the customer success team. However, many brands don’t realize the value this department has to build long-term growth. Creating an amazing experience often turns customers into advocates. These happy users will promote your product.

Customer advocacy 101

Customer advocacy Marketing 101

Customer Service Life

FEBRUARY 13, 2018

The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers. The #FreeToHelp movement, founded by Leslie O’Flahavan and myself, surveys teams to understand pain points and areas to improve.

Coaching 100

Coaching Call Center Surveys Customer Service 100

Customer Guru

FEBRUARY 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Customer Experience 93

Customer Experience Management Customer centricity Feedback 93

Tenfold - Contact Center Blog

FEBRUARY 15, 2018

*This post was guest-authored by Ryan Gould from Elevation Marketing *. Instead of assigning social media to a separate department, many call centers are employing social media as an additional – and helpful – customer service tool. Customers, as it turns out, are responding positively. Studies show that that one out of every three customers prefers social media to using the phone for customer service.

Call Center 90

Call Center Customer Service B2B Best practices 90

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

360Connext

FEBRUARY 12, 2018

Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people. Those who continue to focus on their own education also understand the world is changing at an incredibly rapid pace.

Education 88

Education Healthcare Scripts Customer centricity 88

Joe Rawlinson

FEBRUARY 14, 2018

The power of social media among today’s consumers is no secret. With over 2.8 billion global social media users , which equal roughly 37 percent market penetration, the opportunity for businesses to engage and connect with existing and new customers is vast and constantly growing. So what can you do to really use this tool and build your customer engagement?

Marketing 87

Marketing Personalization Customer Service 87

VocalCom

FEBRUARY 12, 2018

Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. This statistic is hardly unique, as many studies reveal the same sentiment. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Customer Guru

FEBRUARY 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach. We are certain that this is a first step to help organizations WOW their customers and create raving fans for themselves.

Healthcare 86

Healthcare Customer centricity Technology Education 86

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!

Customer Experience

Mindtouch

FEBRUARY 15, 2018

Self-service for the sake of self-service just isn’t enough. There, I said it. Etch it in stone. Tell a friend. Because the truth is, your self-service experience probably isn’t as good as it could be. And hidden sticking points could be leaving customers dissatisfied, frustrated, and hampering your aspirations for blockbusting, show-stopping ticket deflection.

Self service 85

Self service Customer effort Customer Support Customer Experience 85

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? This is a harder question to answer than you might think. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

TechSee

FEBRUARY 12, 2018

Mobile World Congress (MWC), the world’s largest gathering for the mobile industry, is being held in Barcelona from February 26 – March 1. This year’s MWC promises to be a huge event, with 2,300+ exhibitors presenting the latest and greatest in mobile technology to 108,000+ attendees from 208 countries. That’s quite a lot of new ideas, apps, presentations and giveaways to sift through.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84