Alida

AUGUST 26, 2016

Online communities are now mainstream business tools. A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place.

Social Media 144

Social Media How To Innovation Software 144

Michelli Experience

AUGUST 26, 2016

I’ve always loved the way Charles Dickens opened his masterpiece The Tale of Two Cities. The first few phrases of the first line set a powerful stage for the book and an apt assessment of the role of technology in customer experience delivery… . “It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness …”.

Technology 116

Technology Customer Experience Airlines Customers 116

Steve DiGioia

AUGUST 26, 2016

Guest post by Roy Atkinson This original article was written by Steve DiGioia. Host of the popular weekly #CustServ chat on Twitter, Roy Atkinson shares some customer experience wisdom as today’s guest blogger. Thanks Roy! When it comes to customer experience, everything matters. The way a website looks and works, the way a brand’s service people talk with and treat customers, and certainly the way purchased goods and services are delivered.

Customer Experience 100

Customer Experience Hotels Customers Meeting 100

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. I am a big advocate of the policies and procedures myth! Arming employees with knowledge and training is key. – Shep Hyken. I’m a fan of the Discovery series called MythBusters. Every episode Jamie and Adam (et al.) work to prove or debunk a myth (or myths) through a series of experiments involving trial and error, advanced exploration and communication.

Customer Service 0

Customer Service Policies Communication Training 0

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Amity

AUGUST 26, 2016

When many professionals think about building client relationships and creating trust, they usually default to thinking about their organization’s Customer Success department(s). But what about other teams at your company, such as sales, marketing, and product management? What role do each play in cultivating trust and facilitating client relationships?

Case Study 56

Case Study Roadmap Sales Customers 56

Topdown

AUGUST 26, 2016

International Data Corporation ( IDC ) recently released the findings from a multi-client survey conducted in spring 2016 called Document Strategies for Customer Communication Management: Insurance. This online survey examines the insurance industry’s customer communications management (CCM) use, digital media channel trends, outsourcing preferences, feature importance, and more.

Insurance 52

Insurance Communication Multi-Channel Report 52

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals.

Consumers 48

Consumers Brands Social Media Contact Center 48

Maz Iqbal

AUGUST 26, 2016

Let’s recap Part I of this conversation. The key points as I understand them are: You cannot have customer loyalty without cultivating employee loyalty and investor loyalty. Why? Because they are fundamentally and inherently interconnected. So debates about which comes first (customers, employees, investors) shows that folks lack a fundamental grasp of that which we … Continue reading "A ‘Fresh’ Look at Customer Retention and Loyalty (Part II)".

Customer Retention 48

Customer Retention Loyalty Customers Customer Philosophy 48

Helen Dewdney

AUGUST 26, 2016

Here are some useful links related to the story: All you need to know about booking/complaining about holidays/flights – various links to various laws, stories, legal rights etc. Civil Aviation Authority Consumer Law. Why you should write not phone to complain effectively . Top 20 Tips on complaining effectively. ceomemail.com for contact details for CEOS.

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Tips Consumers How To 47

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Retail

Avaya

AUGUST 26, 2016

2016 is shaping up to be quite a year for the tech sector in the UK, with the UK digital economy growing 32% faster than the wider economy, according to Tech City UK. At Avaya we’ve been busy working with our partners to help new and existing customers transform their businesses to be more competitive in today’s hyper-connected world. Sabio is a great example of this tech growth.

Video 40

Video Communication Meeting Course 40

Engine Insights

AUGUST 26, 2016

“Your ability to learn faster than your competition is your only sustainable competitive advantage.”. – Arie De Gues (Competitive Strategy Thought Leader). With the dominance of agile innovation and increasing market disruption, how can organizations understand and compete in ever-changing market climates? Faced with growing cross-industry competitors and shifting market challenges, organizations must maintain their position as marketplace leaders by protecting against competitive threats.

System 40

System Competitive Advantage Innovation Analysis 40

Myra Golden

AUGUST 26, 2016

Flashback Friday! My kids used to post Throwback Thursday and Flashback Friday photos on Instagram. They don’t do that anymore. In fact, they spend more time on Snapchat than on Instagram. Well, I’m doing a Flashback post of my own – even if flashback posts are out of style. I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”.

Video 40

Video Customer Service Training Tips Training 40

LiveChat

AUGUST 26, 2016

When reading about good customer service examples, it’s very easy to dismiss them as flukes. Someone raves about amazing customer service they just received? The problem wasn’t probably that difficult to begin with. A friend recommends a service that offers near-instantaneous response rate? Well, the company probably has very few cases to deal with so it’s easy for them.

Customer Service 52

Customer Service Multi-Channel Customer Satisfaction Customers 52

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Tips

Myra Golden

AUGUST 26, 2016

Flashback Friday! My kids used to post Throwback Thursday and Flashback Friday photos on Instagram. They don’t do that anymore. In fact, they spend more time on Snapchat than on Instagram. Well, I’m doing a Flashback post of my own – even if flashback posts are out of style. I joined YouTube in 2007 and one of the first videos I published was “The Psychology of Customer Anger.”.

Video 40

Video Customer Service Training Tips Training 40