Thu.Sep 08, 2016

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Employee Engagement Primer (Infographic)

Experience Matters

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. You can download the infographic (or poster) below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.jpg file Infographic […].

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Moving customers from “cost center” to “asset”

Customer Bliss

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” This is where you begin to move customers away from being perceived as a cost center and towards being perceived as assets. Let me explain a little bit about what I mean. If I go work with a company on their customer experience delivery, oftentimes I ask executives if they know the volume and value of their new customers.

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Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Image courtesy of elinor_dear I originally wrote today's post for TandemSeven. It appeared on their blog on January 7, 2016. Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? It's the sum of all interactions that an employee has with his employer during the duration of his employment relationship.

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Establishing an Issue Escalation Process

Amity

Handling issues with customers is never easy. First of all, you have to determine the scale of issues that require escalation, asking yourself ‘does this affect the customer, for how long, and do they need to know about it?’ In most cases, the answer is yes, even if it’s a small issue, communicating to customers early on that there is a problem, that you’re looking into it, and that they will get an explanation, are three very important steps that go a long way to buildin

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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Data Driven Business: London 2016

natero

Predictive Analytics World, a leading vendor-neutral analytics event, is holding its fifth annual conference this October 12-13 in London as part of the Data Driven Business event.

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iPerceptions Named Finalist in the Content Marketing Awards

iPerceptions

It is with great pleasure to announce that iPerceptions was recently named a finalist in the Content Marketing Institute's Content Marketing Awards (CMA) for 2016.

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Securing the Everywhere Perimeter

Avaya

The world is on the verge of an unprecedented expansion in networked connectivity, driven by the combined forces of the Internet of Things and Smart infrastructures. These are posing significant threats to today’s network security model. No organization can afford to ignore the importance of protecting access to its network, applications, and information.

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4 Product Launch Ideas to Make It Successful

LiveChat

So you’ve come up with a product that has the potential to be a huge success. But you’re not sure how to go about with the launch. You’re right to be concerned about your product launch because with so many products in the market, there’s a huge risk of failure. You need to come up with an idea that makes your product stand out and attract your target audience.

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7 Customer Service Phrases To Never Use In the Call Center

Talkdesk

From time-to-time, your call center team members will be met with challenging customer interactions. These interactions can trigger agents to make common call center mistakes. In these tense situations, it is important to provide service that makes you and your team shine and represents your company in a positive way. If you remember to respond to dissatisfied customers with care, craft, and empathy, you can turn these tense interactions into opportunities to win lasting brand loyalty.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Proactive Customer Support Story

Helpware

Proactive customer support is one of those strategies that doesn’t matter if you are doing it in-house or using an a support outsourcing service. The end result is still the same: happier, loyal customers. I had a remarkable experience with a mobile phone service provider a few years back that made me appreciate the simple actions that make customers happy.

Course 40
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What a 13 Year Old Can Teach Us About Customer Service

The DiJulius Group

I have had the good fortune to experience and witness many professionals who truly know how to serve. However, there is one person in particular that consistently blows me away on how he builds rapport instantly with strangers and learns so much about other people in only a few minute conversation. This person is my […].

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An Easy Tech Support Strategy to Decrease Issue Resolution Time

Helpware

Owning a SaaS business can be aggravating at times. You may have the best FAQ page ever written and you will still be greeted with an inbox full of tech support questions. Hiring someone in-house to take care of all of this is one good solution, but the outsourcing of support services can be beneficial for smaller or new operations. IT support outsourcing can be a great solution to free up your time to work on the next iteration of your software.

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Getting Gamification Right

Customer Interactions

Gamification is much more than rewards and badges; for any gamification project to succeed, an organization needs to align the goals of players with those of the business itself. Reliable and relevant metrics connected to the company’s top priorities keep management informed about ROI and performance, whether the goal is to boost first-call resolution (FCR) rates or reduce average handle time (AHT).

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Why Your Company Needs Multi-channel Tech Support

Helpware

People are used to calling customer service. That is just how things have been done since the telephone. As support outsourcing became more and more common, the normal complaints of scripts and language barriers started to be commonplace in discussions of customer service outsourcing. Then something interesting happened. As e-commerce companies started to grow, they started to build customer support systems that didn’t rely on telephones.

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Have you passed these 10 tests to earn an MBA in Customer Love?

MyCustomer

Loyalty MBA in Customer Love: Could you pass the 10 tests?

Loyalty 45
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Does Your Customer Support Process Include These 5 Essential Things?

Helpware

Customer Support is one of those departments everyone has, but many companies think just having some staff is good enough. Having a phenomenal customer support team is one of the unsung heroics of business. That is what will make the difference between an average company and one people enjoy doing business with. Feedback – Most call centers have a quick survey at the end of the call to rate customer satisfaction.

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Why firms are interested in insights centers of excellence now – and what matters more

Forrester's Customer Insights

Over the past few months, following publication of my "Customer Insights Center of Excellence" report , there's been a significant uptick in questions by insights and analytics teams who want to talk to us about CoEs. That's a positive sign that firms are feeling the crunch to get more value from their insights functions. What's the evidence for that conclusion?

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Content Moderation: Keeping Our E-communities Safe

Helpware

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How to Stay Productive When You Don’t Have an Office

Kayako

Remote workers have freedom from commutes, flexibility to control their own hours, and they have the choice to live wherever they want. But, it’s not all one way. Hiring remotely is a bonus for employers as well: Companies that hire for remote positions open themselves up to a whole new global talent pool , and are more likely to keep hold of employees.

How To 0
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Grateful Business – Human Experience Creation At Its Best {Infographic}

Michelli Experience