Experience Investigators by 360Connext
JULY 14, 2016
Should pricing be considered part of the customer experience? YES. The post How Does Pricing Affect Customer Experience? appeared first on Customer Experience Consulting.
Customer Bliss
JULY 14, 2016
Short post this week as I’m in the middle of moving, but I wanted to take a few seconds and discuss leadership accountability as relates to customer experience. In the writings and speeches I’ve done, I commonly refer to this as “one-company leadership.” That’s where you need to get to as an organization. The entire company, beginning with the senior leadership team, needs to be on the same page with regard to what the customer experience is — and why it’
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Kayako
JULY 14, 2016
Finding and building a customer support team can be daunting. Many customer support managers and directors are busy supervising or providing customer support themselves, making it hard to find the time (and it does take a lot of time) to recruit. The way companies find and hire new talent has changed dramatically. Many customer support managers can’t wait months for their Human Resources departments to sift through applicants’ resumes, call references, and report their findings.
Who's Your Gladys?
JULY 14, 2016
Ready to strengthen your competitive advantage through customer service? Watch the video below (and share it with your team.) Terry Brock, CSP, CPAE asked us to reveal customer service success secrets from our bestselling book, Taming Gladys! The Busy Leader’s Guide to Creating Fierce Customer. The post Customer Service: The Competitive Advantage [Video] appeared first on Who's Your Gladys?
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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.
CX Journey
JULY 14, 2016
Image courtesy of Mr. Attacki Today I'm pleased to share part one of a two-part guest post by Paul Laughlin. I often write about topics like better target marketing or marketing effectiveness measurement. So it seems like a natural next step to cover how to ensure you develop the right stuff to market in the first place. Do you know how to generate insights to do this?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Enthusiast
JULY 14, 2016
Q. Steve, in your latest blog post , you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so, consider ways to reframe the employee’s job assignments as contributions to a higher purpose.” Can you provide an example? A. Sure. Let’s say you manage a supermarket where there is a need to periodically clean the public restrooms.
Avaya
JULY 14, 2016
2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. While there has been a lot of speculation about how chatbots are going to replace human agents in contact centers, we are still a long way from that scenario.
Think Customers
JULY 14, 2016
On Thursday, Mastercard unveiled enhancements to its digital payments service, Masterpass, making it easier to make mobile payments across a wider number of channels and devices. Masterpass was already available for online purchases that were made on phones, tablets, and other devices. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Talkdesk
JULY 14, 2016
Wikipedia defines customer service as “the provision of service to customers before, during and after a purchase.” Although that definition captures the essence of customer service, it lacks a few important elements. I suggest a more complete definition: “Customer service is the act of meeting your customers’ needs through the provision of high quality support before, during and after the transaction.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
CSM Magazine
JULY 14, 2016
Every business has to face up to the fact its employees will get sick. You employ human beings, not robots, and they are susceptible to getting ill. But too much sickness can be a real drain on resources. One study reckoned that the average time spent off sick was 6.5 days per employee, costing a massive £16 billion. Some companies are relaxed about sickness.
Customer Interactions
JULY 14, 2016
In volatile economic times, the Wealth Management business units of large financial institutions can become pressure cookers, as the banks most demanding clients vie for the time, attention and brain power of their selected financial advisors.
Brad Cleveland Blog
JULY 14, 2016
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. … Continue reading → The post Secrets to Better Scheduling Results appeared first on Brad Cleveland.
Customer Interactions
JULY 14, 2016
Back in the New York Groove with Forrester, Part III: A Look Back at Highlights from #CXNYC
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Brad Cleveland Blog
JULY 14, 2016
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
Brad Cleveland Blog
JULY 14, 2016
The very forces that are making scheduling difficult — more complex products and services, additional contact channels, faster pace of change, and the need for diverse agent skills — are creating an environment in which accurate scheduling is absolutely essential. Fortunately, scheduling is a process that can be learned and continuously improved. You get better at it with practice!
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