Beyond Philosophy
JUNE 13, 2016
We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share.
Esteban Kolsky
JUNE 13, 2016
Hello, Your friendly neighboring analyst (who apparently never writes anything anymore). I had to dust off the cobwebs for this one… I had such a busy day with calls and messages and emails and such – I figured it was a good time to break the streak and write something. First off, won’t comment on the price… OK, maybe just one tiny one.
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Wired and Dangerous
JUNE 13, 2016
Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed!
Heart of the Customer
JUNE 13, 2016
I was presenting at a healthcare conference on the importance of managing your in-clinic experience. In the Q&A session an attendee asked, “How important is hiring versus training? If you have a front-office person who isn’t that friendly, how can you teach her to be nicer?” It’s a great question, and one that isn’t asked […].
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ForeSee
JUNE 13, 2016
As the earnings reports for two major retailers indicate, it’s quite difficult to predict exactly which categories consumers will be spending on — and promotional advertising or industry trends aside, The post For Target And Lowe’s, What Happens In Retail Starts Online appeared first on ForeSee.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kate Nasser
JUNE 13, 2016
Ruined customer experience comes from small greedy steps that drive customers away. Is your business doing this? From Kate Nasser, The People Skills Coach™. The post Ruined Customer Experience from Small Greedy Moves #cx appeared first on KateNasser.com.
Tricia Morris
JUNE 13, 2016
No matter where you are in the world today, one thing is for sure. Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. This year, Microsoft’s annual customer service preferences and expectations survey polled 5,000 consumers across Brazil, Germany, Japan, the United Kingdom and the United States and found some interesting commonalities, as well as d
dscout People Nerds
JUNE 13, 2016
The 60-second video option arrives to the dscout platform.
LiveChat
JUNE 13, 2016
Customer service is a top priority for any business. And that’s because customer service makes a difference in brand reputation, customer loyalty and revenue. Did you know that 69% of Americans would recommend a company that they had a positive experience with to others? And that companies that prioritized customer experience had a 10-15 percent increase in revenue and a 20 percent increase in customer satisfaction ?
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Talkdesk
JUNE 13, 2016
Customer service has become personal. It’s no longer enough just to answer a customer’s questions. Today’s customers want to be addressed as individuals. They want to receive a response from your company that is tailored to them. Personalization has become mandatory. If your company doesn’t provide it, a competitor will. Much of the “disruption” of the digital age is just simple rethinking of what it means to be a customer.
ShepHyken
JUNE 13, 2016
Each week I read a number of customer service articles from various online 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. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. (SocialMediaToday) Recently, Twitter announced several changes to how it calculates the number of characters in a tweet.
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