Steve DiGioia
APRIL 18, 2016
This original article was written by Steve DiGioia. You chase after your customers, hoping to be liked so they buy your product. In your eyes they can’t do anything wrong, you bend over backwards and give freebies to these blood sucking customers of yours. And still they complain. They do more than just complain, they make a scene in front of other customers or yell for a “manager” for no apparent reason.
Experience Matters
APRIL 18, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this is a popular topic for Temkin Group. Here’s a short snippet from my speech (one of several quick take videos from […].
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Kayako
APRIL 18, 2016
After our recent success with Elevate Summit in Austin, TX. We’re delighted to announce that Elevate Summit will be coming to London! As with Austin, we promise great speakers, the most innovative customer support topics and the chance to talk and learn with all attendees (and there’s always an after party!). We can proudly present to you talks from Buffer , TalkDesk , Smooch and many more that are being confirmed every day.
Wired and Dangerous
APRIL 18, 2016
The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Helen Dewdney
APRIL 18, 2016
In the Winter of 2014 my elderly aunt’s heating went off. Southern Electric responsible for her boiler cover left her without heating for 9 days. NINE! And inadequate for 11! When I got to hear of this I decided to do something about it! Obviously. I won’t bore you with the details of the email I wrote to the CEO of Southern Electric for my cousin to write but this was the summary at the end: Summary of complaint. 1) My mother is a priority customer and should have had her heating fi
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Customer Enthusiast
APRIL 18, 2016
I recently developed a learning activity for a client who wanted his team of 60 commercial property managers to recognize the influence that biases, preconceived notions, and assumptions had on the quality of their tenant interactions. My client was motivated by the recurring conflict that arose whenever property managers had to explain ancillary fees or justify certain limitations on the tenant’s use of space and other restrictions.
Eptica
APRIL 18, 2016
Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. There are a number of reasons behind this: Complex service/billing plans, that can be difficult for consumers to understand Advanced technology with many components, all of which can potentially cause problems Downward pricing pressure caused by increasing competition Consolidation of services as oper
Avaya
APRIL 18, 2016
Back when Avaya Aura Communication Manager 5.2 was released, I recall reading about this new capability called Split Registration Prevention Feature (SRPF). Although I studied the documentation, it wasn’t until I read Timothy Kaye’s presentation (Session 717: SIP and Business Continuity Considerations: Optimizing Avaya Aura SIP Trunk Configurations Using PE ) from the 2014 IAUG convention in Dallas that I fully understood its implications.
Kate Nasser
APRIL 18, 2016
Vigilant leadership not micro management prevents crises through awareness. See warning signs early & engage employees w/ tips fr The People Skills Coach™. The post Vigilant Leadership Disables the Snooze Alarm appeared first on KateNasser.com.
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.
Natalie Petouhof
APRIL 18, 2016
Tweet We expect perhaps Apple to always creating the next device. But Apple is up to more than that. They take the same innovative approach to the environment that they do with their products. They are creating new solar energy projects to reduce our carbon footprint. And they are switching to greener materials to create safer products and manufacturing processes.
LiveChat
APRIL 18, 2016
Digital marketing without content marketing is like a car which is running out of gas. It won’t get you very far. Content marketing is a big part of creating relationships with customers, branding your company, getting noticed and remembered. It’s the reason your customers come back to your website. They read your blog, the knowledge base or case studies.
Customer Interactions
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.
dscout People Nerds
APRIL 18, 2016
Learn what superpowers teens would harness (if they had the chance).
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Customer Interactions
APRIL 18, 2016
An interesting thing happen when Microsoft used AI (Artificial Intelligence) to run their chat forum and letting their teen girl bot answer the forum. Apparently accuracy is critical and cannot be achieved with AI.
Beyond Philosophy
APRIL 18, 2016
We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.
Avaya
APRIL 18, 2016
Yanmar America didn’t have a choice when it came to upgrading its aging VOIP systems. Its legacy solution was, quite simply, at the end of life and lacked essential features like call center and call reporting functions. The multinational engine manufacturing corporation also needed to support mobile executives as they traveled overseas. It was time to send the legacy system to the scrap heap and bring in VOIP that would grow with the business, and with that in mind, Yanmar America’s
Beyond Philosophy
APRIL 18, 2016
We all have biases. These biases are formed of our experiences in life and create prejudices in favor of, or against, different things. One of the many ways these biases manifest is in our responses to psychometric tools like ability tests, personality questionnaires, and even responses on Net Promoter Score (NPS) inquiries. These differences might be little, but when you group them together over a large set of data, you discover that they add up to some big biases.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Talkdesk
APRIL 18, 2016
In the past week, we’ve published six blog posts about TOPO Sales Summit 2016. For our last post in this series, we thought it would be best to talk about how the learnings from the conference apply to our own company and product. Here are the top seven insights we discovered at TOPO Sales Summit 2016 : 1. Account Based Everything (ABE). Teams within companies should be aligned on how to provide the most value to the customer.
Natalie Petouhof
APRIL 18, 2016
Tweet Capgemini and Efma today released the 2016 World Retail Banking Report (WRBR). The comprehensive survey data in this report, gathered from polls of 16,000 customers in 32 countries, as well as over 140 industry executives around the world, is designed to assist banks in understanding the current competitive landscape and mapping out their strategic responses.
Alliance by IFS
APRIL 18, 2016
Improving first-call/visit resolution rates can be challenging and frustrating for field service organizations, because there are so many factors and variables that prevent technicians from completing a repair on the first visit. The customer may not provide enough information to the call center representative, or that information may not be accurately relayed to the dispatcher or tech; the technician may need assistance with the repai r; the parts might not be available, or the tools may not be
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