ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? — Shep Hyken (@Hyken) March 17, 2018. That’s a tweet I posted based on an article I wrote not that long ago. Ian Spindley ( @IanSpindley ) responded with the following comment: As far as you know, has #industry always called it sales & #marketing (just because it flows/sounds better)?

Customer Experience 163

Customer Experience Advertising Marketing Sales 163

Callminer

MARCH 26, 2018

Voice continue to the most widely-utilized customer service channel by consumers, with 73% of consumers calling into the call center for customer service needs, according to Forrester.

Call Center 254

Call Center Analytics Customer Service 254

CX Global Media

MARCH 27, 2018

From a customer effort standpoint, you’re blind. Your biggest source of insight data is not visible. It’s estimated that as much as 80% of the world’s data is locked up in the voice conversation. For many organizations with prominent contact center operations their percentage of data that is locked-up and invisible is even higher. The problem.

Customer effort 200

Customer effort Contact Center Call Center contact center solutions 200

Myra Golden Media

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. One of the strategies I prepared for my client’s customized training is 4 Things You Can Do To Help Your Customers Cut to the Point.

Scripts 189

Scripts Contact Center Management Customer Service 189

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

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. In this article, we will review the most common KPIs, how to understand them, how to select the right ones and how to improve them.

Customer Experience 229

Customer Experience Average Handle Time Customer Care Customer centricity 229

Callminer

MARCH 25, 2018

The requirements of GDPR are leaving many businesses struggling to make updates to internal procedures regarding recordkeeping and storing of information

182

182

Contact Center Pipeline

MARCH 27, 2018

The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would not get burnt out listening to customer complaints and frustrations for the most part of the work day? The problem is that companies view this as something normal. Employees come and […].

Contact Center 180

Contact Center Call Center 180

ShepHyken

MARCH 27, 2018

Stop Losing Customers, Start Creating Loyalty. How can accountability create Moments of Magic ® ? Shep Hyken sits down with Joey Coleman to discuss how to “Never Lose a Customer,” which happens to be the title of his amazing book. Transform a single sale into a lifetime of loyalty. ? ?. . Top Takeaways: Joey’s greatest insight is that regardless of the industry, somewhere between 20% and 70% of new customers will quit doing business with you before reaching the 100-day anniversary of becoming

Customer retention 216

Customer retention Accountability Feedback Sales 216

CX Accelerator

MARCH 28, 2018

Originally published on ICMI Blog Does your contact center resemble an episode of "The Walking Dead?" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. The "why" behind our efforts will ultimately determine the quality and consistency of work.

Gamification 140

Gamification Employee engagement Contact Center Self service 140

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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

MARCH 28, 2018

What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? To determine our success at something. In sports we use metrics like yards gained, strike outs, or minutes played per quarter. Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others.

industry standards 136

industry standards Banking Metrics Contact Center 136

360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Bad feedback from employees and customers alike provides a way to prevent little annoyances from becoming reasons for good people to leave you.

Feedback 132

Feedback Customer centricity Consulting Consulting 132

ShepHyken

MARCH 26, 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. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. (Inc.

Airlines 215

Airlines Customer Service Customer Care Best practices 215

Contact Center Pipeline

MARCH 29, 2018

As we get ready to close the book on March, we wanted to make sure that you didn’t miss out on some of the popular and insightful posts published on the Pipeline blog in the last few weeks. Our five most-read topics in March included a look at how to engage millennial employees; building better […].

Sales 124

Sales Contact Center Call Center Management 124

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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

UJET

MARCH 30, 2018

Tap.

Customer Support 122

Customer Support Multichannel Customer Experience 122

Customer Guru

MARCH 27, 2018

Written by Vivek Jaiswal | Co-founder, Customer Guru. What are the three most critical things an organization should do to achieve sustained customer experience improvement? I am regularly asked about the top three things an organization should implement in order to improve customer experience sustainably. The answer isn’t simple because improving customer experience takes time and there is no shortcut to it.

Customer Experience 114

Customer Experience Benchmark Customer centricity Coaching 114

Fonolo

MARCH 29, 2018

As humans, we’ve all had to endure the seemingly torturous act of waiting. Whether as a child, eagerly waiting for our slice of the birthday cake to be passed down, or as an adult, having to sit in drab waiting room at the doctor’s office. As Tom Petty and the Heartbreakers perfectly put it, “the waiting is the hardest part”. When it comes to customer service, it’s no secret that long wait times are something to be avoided at all costs.

Wait times 100

Wait times Construction Contact Center Benchmark 100

Contact Center Pipeline

MARCH 28, 2018

“Fish or cut bait” is of U.S. origin and, of course, derives from the sport of fishing. Cutting bait is a straightforward literal term that means chopping up bait to attract larger fish. The phrase began to take on more figurative meaning around the middle of the 19th century. “Fish or cut bait” essentially refers […].

Contact Center 100

Contact Center Call Center 100

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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

VocalCom

MARCH 26, 2018

Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Amity

MARCH 28, 2018

What’s the point of automation? Customer Success Managers have so much to offer, and there’s no limit to what they can do. The more domain expertise they gain, the more they create and deliver value to their customers and become long-term strategic partners. By being experts in their fields, Customer Success Managers are able to directly impact their customers’ ability to reach their goals, while building strong relationships.

Coaching 95

Coaching Upselling SaaS Technology 95

Customer Guru

MARCH 29, 2018

Creating a perfect customer experience (CX) is definitely not an easy job. The consumer base is so diverse and demanding that not one solution fits all. Overcoming the challenges of CX may seem difficult, but you can start off by not making these few mistakes. Ignoring your customers. Not collecting feedback from the customer is an unforgivable mistake.

Customer Experience 93

Customer Experience Feedback Employee engagement Surveys 93

Vonage

MARCH 27, 2018

A customer’s interaction with a brand evokes strong emotions that can have a lasting impact on the business – for better or worse. Brands that get this right and create customer experiences that drive positive emotions dramatically outperform those that get it wrong in retention, revenue and even stock price growth. So, what’s their secret? And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies?

Banking 91

Banking Coaching Government Analytics 91

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

Genroe

MARCH 28, 2018

Customer surveys come in many shapes and sizes but customer feedback question mistakes tend to be the same and repeat time and time again. These mistakes reduce the effectiveness of the feedback survey itself, waste your time and the customer’s. They are not difficult to correct, so here is how to identify and correct them […]. The post The 10 Worst Customer Feedback Question Mistakes You Can Make appeared first on Genroe.

Feedback 91

Feedback Surveys 91

Amity

MARCH 29, 2018

Support vs. Success; most of us are familiar with both business units and how they interact with customers to create value. Yet, there's still some misunderstanding around how they interact with one another, where they overlap , and where they need to bridge a gap. Outside of Customer Success circles, it get even trickier. It's not uncommon to hear both terms being used interchangeably, and while we know how they differ in theory (the go-to reactive vs. proactive dichotomy), it can get a

Customer Support 91

Customer Support 91

Return Customer

MARCH 28, 2018

Multivariate testing (including A/B testing) is a technique used to identify the best performing campaigns on your marketing inventory. Such testing tools can be used to identify the ad copies, landing pages and even Call-To-Action (CTA) buttons that perform the best. The way to do this is simple – marketers pick two or more variations of the component to optimize (ad copy, landing page, etc.) and make these variations available to a random group of website visitors who belong to the same

Customer Experience 90

Customer Experience Scripts Customer Service Advertising 90

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We are now living on the other side of that deadline – where CX must be at the top of your mind and the top of your game. Otherwise, it could cost you. The estimated price tag of losing customers due to poor service has reached $1.6 trillion in the U.S., according to Accenture’s Digital Disconnect in Customer Engagement report.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

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

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.

Feedback 85

Feedback Surveys B2B Call Center 85

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Concur charged a subscription fee for the product, but other than the delivery model, nothing changed. For the next 10 years, as the first generation of SaaS products came into the market, the way we managed our customers evolved but came nowhere close to resembling what Customer Success is today.

SaaS 83

SaaS Upselling Accountability Sales 83

Aspect

MARCH 26, 2018

It seems that almost every relevant IT topic can in some way be tied to cloud computing; it is the enabling force behind much of today’s technology innovation. As each of my previous posts have focused on the cloud, I thought now would be a good time to give my perspective as the CIO of a forty-year-old company that recently transitioned to a one hundred percent cloud-based portfolio.

Finance 80

Finance Technology Consulting Consulting 80