Steve DiGioia
NOVEMBER 28, 2016
This original article was written by Steve DiGioia. There’s a reason why Apple is a leader in not only technology but customer service too. They actually provide the vehicle(s) needed to service their customers’ needs. It’s not based on what Apple wants but on what their customers’ need. Here’s how I found out. I purchased a new iPhone 6 Plus on the Wednesday before Thanksgiving.
Experience Matters
NOVEMBER 28, 2016
Last year the New York Times published an article describing Amazon as having a “bruising workplace,” a performance-based environment that often brings employees to tears. It seems that Amazon is changing its ways a bit. It recently announced that it was adjusting the way it evaluates employees. A spokesperson for Amazon described the change as follows: We’re launching a new annual review […].
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Wired and Dangerous
NOVEMBER 28, 2016
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Recent research shows 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! And 76% of customers say that the level of customer service is the true test of how much an organization values them!
Experience Matters
NOVEMBER 28, 2016
Last year the New York Times published an article describing Amazon as having a “bruising workplace,” a performance-based environment that often brings employees to tears. It seems that Amazon is changing its ways a bit. It recently announced that it was adjusting the way it evaluates employees. A spokesperson for Amazon described the change as follows: We’re launching a new annual review […].
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Esteban Kolsky
NOVEMBER 28, 2016
According to Google’s definition (which I am sure comes from a dictionary – but not even my kid knows what those are anymore) respite is an ancient word that comes from a latin root meaning refuge or consideration. The proper definition is below – you can read it, but I’ll save you the trouble – it’s about taking a moment to rest, or to get relief, from something hard or difficult.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Helen Dewdney
NOVEMBER 28, 2016
Recently an investigation from Electrical Safety First revealed that one in six consumers had bought a fake electrical product as a Christmas gift in the past. The Charity found that the majority of people couldn’t tell a genuine from a fake electrical product. Electrical Safety First is a UK Charity dedicated to reducing and preventing damage, injuries and death caused by electricity.
Influitive
NOVEMBER 28, 2016
B2B content marketing as we know it is broken. Only 30% of B2B marketers say their organizations are effective at content marketing, according to the 2016 B2B Content Marketing Benchmark Report. There are two main reasons for this: Most of your customers are suffering from what Mark Schaefer (a globally-recognized marketing consultant and a speaker.
Middlesex Consulting
NOVEMBER 28, 2016
About six years ago, nobody said it couldn’t be done. Nobody even knew there was a problem. And so, nobody tried to solve the unknown problem. Then 24-year GE veteran design engineer Doug Dietz got the opportunity to see a new model MRI scanner being installed in the pediatric area of a major hospital. He was talking with one of the nurses when she took him to a hall and he saw a young, panicked girl.
Alliance by IFS
NOVEMBER 28, 2016
More service organizations are outsourcing work to an increasingly complex network of dealers, third-party providers, and independent contractors as the struggle to meet increasing service demands without expanding their own internal resources. While outsourcing is nothing new in the service industry, the nature of these partnerships is changing – and so is the technology used to ensure outsourcing is successful.
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LiveChat
NOVEMBER 28, 2016
In the age of a huge online competition, it might be difficult to stand out from the crowd. The companies that win customers’ hearts have a couple of things in common: great quality of their products, their own brand identity, and exceptional customer service. In this post, I’ll show you what the most important customer service traits for your customers, for your business and for your revenue are. #1.
ForeSee
NOVEMBER 28, 2016
I’m a horrible golfer. Despite there being a golf course that shares my name, there is no metaphysical transcendence happening that improves my game. Regardless of how many rounds I. The post Like golf, there are 3 key components for improving your CX game appeared first on ForeSee.
Myra Golden
NOVEMBER 28, 2016
I Want to Serve You. My business is pretty straightforward. I help you deliver the best possible customer experience. I spend most of my business day focusing on solving your customer experience challenges, either through creating new training materials, live training sessions, consulting or my keynotes. My little Cyber Monday deal puts my expertise and resources right in your hands to improve YOUR customer experience.
CSM Magazine
NOVEMBER 28, 2016
Getting the right technology solution is only half the story. Many organizations are already using live chat to make patients’ lives easier by scheduling appointments, discussing billing issues, or locating essential information quickly and easily. But how do you protect patient privacy? Best-in-class live chat solutions like Velaro offer security features specifically for health care customers, but if your agents are under-trained, they’ll be unable to leverage some of those features—and the re
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Forrester's Customer Insights
NOVEMBER 28, 2016
Congrats. You, like digital customer insights pros in many firms, continue to advance your ability to provide insights about your customers' digital behavior. However, you're leaving money on the table. Too many digital analytics teams still operate in separate silos aligned with the firm's channels and org chart, which means that you're not keeping up with today's device-hopping customers.
dscout People Nerds
NOVEMBER 28, 2016
A People Nerds interview with Jeanne Bliss, author of Chief Customer Officer 2.0.
Beyond Philosophy
NOVEMBER 28, 2016
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.
Amity
NOVEMBER 28, 2016
There are people who see B2B marketing as one of the most boring fields in the world of business. They reduce it to this grinding existence where you try to convince an experienced decision-maker that your product/service is a fraction better than your competitor's product/service at a price that is a fraction more affordable. B2B marketing is not at all boring.
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Eptica
NOVEMBER 28, 2016
Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel. Ensuring your company meets their expectations can appear daunting , particularly in highly competitive markets.
transcosmos Information Systems
NOVEMBER 28, 2016
When it comes to giving feedback, consumers are likely to complain or rant via social media instead of telling the brand directly because for them, it’s easy and safe. After all, they are behind the safety net of their laptops and smartphones. Brands, on the other hand, have much to lose with complaints on social media. In one survey, researchers found that online users read more than 1 million customer service-related tweets every single week.
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