ShepHyken
OCTOBER 7, 2016
This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! – Shep Hyken . There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy. If, in coaching, we told the advisor they were ‘good’, we all were happy.
Amity
OCTOBER 7, 2016
Helping customers get the most value out of your product is a top priority for most customer success teams. In order to do that, CSMs must be the strongest advocates of your customer’s needs internally as we are the cornerstone of client-facing interaction. Here are some ways your team can become strong advocates for your customers: Encourage cross-functional communication.
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Avaya
OCTOBER 7, 2016
The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people around them to find information to solve issues. They consult online resources, form online communities, and look to endorsements from total strangers to form opinions on products and services.
Customer Interactions
OCTOBER 7, 2016
We have a very special edition of CX Buzz this week which is a round-up of the best of the best for CX Day 2016. With Shep Hyken, Ian J Golding, Temkin Group, Maxie Schmidt-Subramanian [Forrester], Rebekah Iliff [Inc.com] and our very own CX Expert Robert Zoch, there is much to be excited about. We also extend a huge thanks to the @CXPA_Assoc for holding CX Day and allowing us to be Platinum Sponsors; we have chosen their closing tweet as our TWEET OF THE WEEK.
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Eptica
OCTOBER 7, 2016
Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. Author: Chris Eideh Like many industries, insurance is being disrupted by digital technology. Nearly 80% of consumers want to use digital channels such as the web, email, social media and chat to interact with insurers – yet under a quarter of businesses say they are fully digital, according to Accenture.
LiveChat
OCTOBER 7, 2016
Jack was indeed in a mess when he reached the customer care agent, seeking help to complete an online transaction that was held without any clear sort of a reason. The agents who spoke to him was not of a great help either as he spoke a language that was totally out of the way for Jack. Because he was a Spaniard and was trying to speak English with his best efforts.
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