Communicating What Matters Most!
Wired and Dangerous
JUNE 27, 2016
Both had executive offices that were interior decorated to communicate importance and prestige. In the last few months we have visited the CEO’s of two different companies. Both offices were supported by an administrative assistant that could have written the book on great hosting. Both offices were on high floors and had superb panoramic views. What would be on your trophy wall at work?
APRIL 18, 2016
Recent Survey Discusses What Is and What Should Never Be in CX. NICE Systems and Boston Consulting Group recently published the “NICE BCG 2016 Customer Survey”, placing valuable insights in the light for enterprises finding themselves dazed and confused about the key trends in multi-channel customer experience (CX) today
Outstanding Patient Experience: Create Through Communication | #peopleskills
FEBRUARY 7, 2016
The post Outstanding Patient Experience: Create Through Communication | #peopleskills appeared first on KateNasser.com. Answering questions clearly helps create an outstanding patient experience. Have you taught everyone how to do this? Tips fr The People Skills Coach™.
Words Matter: How to Manage Customer Expectations with Better Communication
DECEMBER 8, 2016
Communicate your no in clear, and no uncertain terms. Communicate All Terms and Conditions Upfront. Every company has terms and conditions—the mistake is to expect the fine print to communicate that for you. it needs to be communicated upfront. How can you better communicate with customers to keep expectations realistic? Always Be Specific. “? Still reading?
Why Your Office Communication Sucks!
JULY 17, 2015
Office communication…the “bull-in-the-china-shop” of every office. The post Why Your Office Communication Sucks! Management communicationThis original article was written by Steve DiGioia. Something so basic that we always seem to forget about. I didn’t know about that, why isn’t there enough staff working today to take care of this rush?, she never said anything about it or why didn’t they tell me to do it that way? How many times have […]. appeared first on Steve DiGioia and was written by Steve DiGioia.
Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience
JUNE 21, 2016
I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. The major cause of this bizarre scenario is (in my opinion) a significant lack of communication between leaders of organisations and their employees. The post Communication, communication, communication!
Customer Success Battle Scars: Communicate, Communicate, Communicate
NOVEMBER 30, 2016
Communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate, communicate and… communicate. Communicating effectively isn’t very difficult. Hiring.
Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership
DECEMBER 5, 2015
Important employee Insight: Reasons why leaders communicate poorly. Must read leadership communication checklist via The People Skills Coach™. The post Employee Insight: 12 Reasons Leaders Communicate Poorly | #leadership appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits Leadership Listening Power People Skills Soft Skills communication emotional intelligence interaction interpersonal skills leaders listening management managers people skills
Communication & collaboration: essential ingredients for all great Customer Experiences
MARCH 1, 2016
Whilst the importance of COMMUNICATION and COLLABORATION in producing great Customer Experiences may not seem like ‘new news’, I have to say that the absence of both in industries all over the world is quite frankly startling. Let us look at these in more detail one at a time… Communication. The power of communication and collaboration must never be underestimated!
Heads in the Cloud: Digital Natives and Unified Communications
OCTOBER 21, 2016
Cloud-enabled unified communications and collaboration tools are the new wave, and something that Avaya excels at. I’m still amazed at how fluidly and effortlessly I can communicate with colleagues from around the world, from any device. Effective communication is important in our mobile world. Team Engagement Avaya Digital Natives GenY Unified Communications
The Power of Proactive Customer Communication
Customers That Stick
FEBRUARY 9, 2017
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How to Use Positive Communication in Customer Service
MARCH 7, 2016
These hormones immediately influence the normal functioning of your brain , impairing logic, reason, language processing and communication. A good way to do that is by focusing on using positive communication. That’s why in order to start communicating in a positive way, you need to learn to think positive first. Communication Customer Support communication customer service
How Effective are Your Service Communications? Take Another Look!
Up Your Service
FEBRUARY 14, 2016
Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. With the new year underway, this is a good time to take inventory and review your current Service Communications? List and evaluate all formal and informal communication channels in your organization.
The Changing Pattern of Consumer Communications
OCTOBER 27, 2016
consumers prefer to communicate with each other, analyzing their answers to the question, Which method would you most likely use to communicate with your friends? For the past several years, we’ve been examining how U.S. As you can see in the figure below: Text messages are on the rise (+8 points between 2012 and 2016), while […]. Customer experience
What is Happening in the Business Communications Space?
SEPTEMBER 1, 2016
Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going on in business communications? There are headlines galore about the current status and future of the business communications industry. But this is business communications. We all communicate. Why did you join Avaya? With 4.5
A Quick Customer-Facing Communication Checklist
Customers That Stick
SEPTEMBER 15, 2014
At the core of all customer experience is communication. Communication helps direct a customer to the right department, helps make a customer feel valued, and helps give context to a product or service. Communication is among the most important of variables and, in many cases, the easiest to improve. Of course, communication has many facets to it. Photo credit: [link].
Creepy Communication: Essential Changes to Be Professional | #peopleskills
SEPTEMBER 26, 2015
Checklist of creepy communication choices to avoid. The post Creepy Communication: Essential Changes to Be Professional | #peopleskills appeared first on KateNasser.com. Does what you say come across as professional? From Kate Nasser, The People Skills Coach™.
Younified Communications—it Really is All About YOU!
NOVEMBER 8, 2016
All of which fit under the term “unified” communications, but how much of it provides YOU with an engaging and collaborative experience? The Avaya Equinox™ Experience , announced at GITEX in October, is our new platform for business communications, and fulfills the long-sought promise of UC. How many different communication and conferencing applications do you use? The result?
One Piece of Customer Communication that Fails to Delight
FEBRUARY 20, 2017
The post One Piece of Customer Communication that Fails to Delight appeared first on Customer Experience Consulting. Blog Communications Customer Engagement Customer Experience Featured communication customer journey invoices linkedin loyalty relationships touch point touchpointCustomers hear from you regularly. Right? once every few months? never?)
7 Tips for More Effective Communication with Customers And Coworkers
JANUARY 19, 2017
7 Tips for More Effective Communication with Customers And Coworkers. Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. They do their best to communicate clearly and professionally. Be Positive. Use Visuals.
#PeopleSkills Smarts: Communicate or Become Irrelevant
JUNE 5, 2016
Use people skills smarts and communicate. The post #PeopleSkills Smarts: Communicate or Become Irrelevant appeared first on KateNasser.com. Employee Engagement Hot Topics and New Bits People Skills Soft Skills business Career communication emotional intelligence employee engagement Leadership people skills success Teamwork Ultimate Customer Service
The Key to Communication Enablement for Smart Business Applications
AUGUST 29, 2016
If you ask me, this can be answered in two words: communication enablement. This innovative capability allows businesses to deliver customized communications experiences like never seen before. As a business owner, think about the many processes you can communication-enable. Even in your personal life, imagine how you can benefit from more customized communications experiences.
3 Words to Avoid for Better Customer Service Communication
Win the Customer
FEBRUARY 10, 2014
Millions of words are used each day in customer service communication; three little ones have great power to destroy your customer service experience and should be avoided at all cost. Those who a greater mastery of language and the ability to communicate have greater […]. Communication Customer Service Customer Experience engagement Studies have shown that vocabulary is a good predictor of success.
Customer Communications Management Designed for Business Users
JUNE 20, 2016
Business users want and need customer communications management (CCM) software that allows them to create and modify layouts and templates without help from IT, and without having to learn HTML5 or CSS3. Customer Experience Customer CommunicationsAnd they want an intuitive, user-friendly visual interface.
The Secrets of Customer Retention & Communication in E-Commerce
MARCH 18, 2016
Communicate With Customers on Live Chat Services. Providing an excellent customer experience is one of the most important ways to improve retention and profitability in any business. A smart Customer Success strategy should always be set as a priority for any business in today’s market. Today’s customers are clever, connected, and terribly disloyal. Be Present on Social Media.
The Words to Avoid in Live Chat Communication
OCTOBER 12, 2016
Words to Avoid in Live Chat Communication. While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. Drop the Jargon. Read more.
How to Communicate Properly with your IT Support Provider
APRIL 6, 2016
Here are some steps you could take to improve your communication with IT support services. Following these tips will not only make improve your communication with your tech support, but also lead to a better relationship with your IT support system. It can get even be more frustrating when you don’t speak the technical language necessary to facilitate the conversation. Keep your calm.
Communication is key for any relationship.
OCTOBER 20, 2015
In the movie 'Love Actually', the chemistry between an Englishman (played by the very dashing Colin Firth) and a Portuguese housekeeper (Lúcia Moniz) was evident yet not having the tools to communicate in each other's language left the pair feeling frustrated and annoyed. This is a guest post by Erna Esa , a Research Associate on the Customer Experience team based in Sydney. Employees experience a similar type of frustration when they are not offered the opportunity to contribute to conversations companies have about their customers. How do we know this? Voice of the Employee.
Professional But Human Communication in Live Chat: How Not to Sound Like a Robot
JANUARY 27, 2016
Professional But Human Communication in Live Chat: How Not to Sound Like a Robot. In the age when technology rules, natural human communication still matters a lot. Articles Tips and Tricks communication in Live Chat customer service communication Live Chat conversation Live Chat supportThe more we apply technology, the more we need human interaction. Yes, indeed.
OCTOBER 13, 2016
Infectious Communication. Infectious communication is different. Infectious communication happens when you facilitate the means to help your customers engage with, and share these stories. That’s what we mean by infectious communication. There are two crucial components to infectious communication - Timing and Tone. Adj - When customers do the marketing for you.
Evaluate the Personality of Your Communication
MAY 26, 2015
Surprisingly, few businesses have clued in to the fact that their communication exposes how much they consider the customer on the other end. Most companies consider these communication touch points as tasks they have to execute – not opportunities to showcase their personality and connect with customers in a real and human manner. Print samples of your letters to customers.
NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE
SEPTEMBER 14, 2015
The three key learning’s from the story are as follows: COMMUNICATE – it is not difficult to train your people to tell your customers what you are doing and why. The post NO communication; NO bags; NO rooms; NO wifi!!! I am the first to acknowledge that in life and in business things go wrong. Nothing is ever 100% perfect. Airlink. OR Tambo International Airport.
Join the webinar: Weathering the storm of crisis communications
NOVEMBER 4, 2015
Keeping to this honest communication can prevent relationships becoming fragile with your customers and managing that trust can go a long way in building customer loyalty. They believe in being upfront using honest communication, and they will show you how. Sign up for the webinar now. Did you hear about the TalkTalk data hack last week? Imagine working on that support team….
Employee Engagement Communication: JOIN #PeopleSkills Chat 6/12
JUNE 8, 2016
What does it take for leaders & managers to excel at employee engagement communication? The post Employee Engagement Communication: JOIN #PeopleSkills Chat 6/12 appeared first on KateNasser.com. Employee Engagement People Skills People Skills Chat Tweets Uncategorized communication employee engagement leaders Leadership management managers people skills Twitter
Improve communication skills: speedy and efficient customer service
JULY 30, 2015
To handle that kind of workload, you need efficiency that comes with certain communication skills. The biggest detriment to the efficiency of a call center is simply using the phone to communicate with customers. 10 ways to improve communication skills. We use these 10 methods to improve our communication with customers. It’s all about scale. What’s the catch?
Do Your Communication Tactics Undermine Your Intentions?
APRIL 6, 2016
The post Do Your Communication Tactics Undermine Your Intentions? Blog Communications Customer Engagement Customer Experience Featured Opinion accountability communication culture customer complaints customer engagement customer service linkedin restaurant Social Media story travel“Say please!” ” I say this to my children in a nearly constant refrain.
Customer Communications Management Must Empower Employees
SEPTEMBER 23, 2016
For customer communications management (CCM) software, usability is extremely important. We think about usability at two levels: the CCM application’s ability to smoothly integrate with the primary system, and the business user’s experience creating communications. Customer Experience Customer CommunicationsSo we’re focusing on both.