CX Journey

DECEMBER 21, 2016

Image courtesy of miserablespice I originally wrote today's post for Intradiem; it appeared on their blog on December 16, 2014. Two years later, it's still relevant! 'Tis the season. Santa's making his lists and checking them twice. Oh no! Your company shows up on his CX Naughty List! What did you do wrong this year? In short, a lot. There are (at least) five categories in which companies continue to fall down when it comes to the customer experience.

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ShepHyken

DECEMBER 21, 2016

The holiday season is almost over. Christmas and Chanukah overlap and are just a few days away. Kwanzaa starts the day after Christmas. And, for those who enjoy Seinfeld humor, Festivus , the “airing of grievances and feats of strength” is on December 23. (And by the way, if you haven’t seen the hilarious Seinfeld episode with the holiday dinner at George’s home, put it on your must-see list.

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Customer Service Wait Times Customer Service Training Sales 82

Up Your Service

DECEMBER 21, 2016

Watch Ron Kaufman speak about overcoming these five roadblocks (6 minutes). Leaders often make mistakes when building a service culture throughout an organization. It’s not an easy task. To develop a culture that demonstrates true service leadership in your field, you must avoid these five common mistakes: 1. The frontline lacks top-down support. Often when organizations seek to improve their service performance, they rush to train employees on the front line.

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Heart of the Customer

DECEMBER 21, 2016

As a B2B company, you have a great opportunity to see the big picture that is hidden from your clients. By serving multiple clients, you can see something they can’t – and that they most definitely need to know. Your clients use your products and services in a vacuum. They probably have a good idea […]. The post Help your B2B clients, help yourself appeared first on Heart of the Customer.

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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.

Customers

Influitive

DECEMBER 21, 2016

Making your customers feel special is necessary for building stronger relationships and increasing advocacy. And that doesn’t come just from building moments of delight into your product (although that’s important). We’re talking about taking time out of your day to make the real people behind your “logos” feel known and appreciated—which we did this holiday.

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Avaya

DECEMBER 21, 2016

Illustrating the true magic of Christmas, this will be the 61 st consecutive year that eager and anxious little boys and girls call the NORAD hotline (1- 877-HI-NORAD) to pepper operators with vital questions covering everything from Santa’s arrival time, to the speed of his sleigh, to the amount of cookie weight he gains throughout the night. Last year, the NORAD Tracks Santa Program received a record number of calls, more than 141,000 over a 23-hour period, and the 1,500+ volunteers who will b

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Contact Center Government Travel Technology 50

Confirmit

DECEMBER 21, 2016

I’m excited to write this blog just as I approach my 2-year anniversary with Confirmit! At this time back in 2014, I was just getting ready to start. I’ll never forget the first week at the Confirmit Emeryville office. Chengcheng Feng and I started on the same day and went through Authoring and Reportal training together. Since we started in early December, part of our first week was attending the office Holiday party.

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Clicktools

DECEMBER 21, 2016

By Clicktools Guest Blogger, Jeannie Walters. ~~~. Customers used to fall into two categories at most organizations. New customers or “the rest of them.” New customers are the stars of the show – the more we gain, the better! Those others? They might pay their bills on time and seem to be happy since they don’t complain. That can lull us into thinking that’s enough.

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Customer Journeys Roadmap Contact Center Customers 45

The DiJulius Group

DECEMBER 21, 2016

When a Customer Deserves to Get Fired Every company needs to have zero tolerance towards bullying, internally and externally. Recently, a teenage girl working at Cold Stone Creamery was serving a female customer. The woman said to her daughter, loud enough for the teenage employee to hear, “If you continue to eat too much ice […].

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Customers Company Customer Experience Management Customer Service 43

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Communication

Currency Alliance

DECEMBER 21, 2016

The smartphone has changed human behavior significantly. It’s changed the way we communicate. It’s changed the way we share. It may even be causing the brain to evolve. But what about the way we pay? While we might use our smartphones in-store for research purposes before making a purchase decision, actually paying with the device remains quite niche.

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Loyalty Loyalty Programs Study Consumers 40

Clarabridge

DECEMBER 21, 2016

The end of the year is a great time to reflect on the past and gear up for the future. We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. Not only have we enhanced our offerings, but we’ve also refreshed our website to show off our solutions even better. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge.

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CEM Omni-Channel Social Media Analytics 40

Currency Alliance

DECEMBER 21, 2016

In 2015, Forrester Consulting released a study about satisfaction with loyalty programs in the US. The participants of the study weren’t just customers, but decision makers in businesses, too. The results were revealing. They suggested that many loyalty program decision makers don’t feel they are making the most of customer loyalty programs.

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Loyalty Programs Loyalty Study Customers 40

ForeSee

DECEMBER 21, 2016

What is “grit,” and why are those who possess it routinely associated with success? In New York Times best selling book Grit: The Power of Passion and Perseverance, author and. The post Angela Duckworth to bring ‘Grit’ to 2017 Connect: The ForeSee Summit appeared first on ForeSee.

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Connections 40

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Clarabridge

DECEMBER 21, 2016

The end of the year is a great time to reflect on the past and gear up for the future. We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. Not only have we enhanced our offerings, but we’ve also refreshed our website to show off our solutions even better. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge.

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CEM Omni-Channel Social Media Analytics 40

LiveChat

DECEMBER 21, 2016

It’s important to say “Thank You” to your customers, during the holidays and furthermore. A whopping 82 percent of small businesses in a Constant Contact survey said that loyal customers are the number one cause their business is growing. Showing your customers’ appreciation is a great way to build that loyalty, especially with new customers. Here are a few ideas that every business can use, from gift cards to cookies.

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Loyalty B2B Customers Tools 39

Brad Cleveland Blog

DECEMBER 21, 2016

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies … Continue reading → The post You’re Lookin’ (Too?) Good… appeared first on Brad Cleveland.

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Contact Center Report Resources Management 26

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. Author: Anne-Merete Jensen Christmas is a stressful time. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

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Customer Service Multi-Channel Self Service Social Media 48

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

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Retail

Brad Cleveland Blog

DECEMBER 21, 2016

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.

Contact Center 20

Contact Center Report Resources Management 20

Brad Cleveland Blog

DECEMBER 21, 2016

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs.

Contact Center 20

Contact Center Report Resources Management 20