Mon.Aug 01, 2016

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7 Ways You Force Your Employees to Quit

Steve DiGioia

you created an atmosphere where no one can be successful or appreciated. This original article was written by Steve DiGioia. The boss is never wrong. His/her decisions are right and for all the obvious reasons; he knows better, he has the experience and he was put in charge because he’s the best qualified person the company has. Come on now, you know that’s B.S.!

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Data Snapshot: Social Media Benchmark, 2016

Experience Matters

Temkin Group just published a data snapshot, Social Media Benchmark, 2016. This annual research effort shows how consumer use of social media sites on both computers and mobile phones are changing. Here’s a description of the data snapshot: In January 2016, we surveyed 10,000 U.S. consumers about how frequently they use social media on their […].

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How Well Do You Know Your Customer? Is There Any Point Creating Customer Personas?

ijgolding

Customer personas; buyer personas; call them what you will – businesses (notably marketing functions within them) have been creating and using this visual and descriptive method to ‘bring customers to life’ for many years. As Customer Experience has established itself across sectors globally, Customer Personas (if I may call them that) are now a core tool in the armoury of the Customer Experience Professional.

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The Importance of Listening in Customer Service

Customers That Stick

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Outrageous! How Tech Support Makes You Mad – On Purpose!

Beyond Philosophy

I’d do almost anything to avoid calling tech support for my local cable and internet company. You probably feel the same way. It’s widely regarded as a miserable, time wasting experience. But tech support’s poor customer service is no accident. The New York Times reports that certain companies create a telephone customer service experience that is guaranteed to frustrate, annoy and anger anyone who dares to dial that 800 number.

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5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. (AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience?

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5 Key Steps to Developing a Customer Success Career Path

Amity

As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction also result in clear expectations of what it takes for an employee to be successful in their position. Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization.

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How to De-escalate Angry or Agitated Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. This video, an excerpt from my customer service eLearning suite, is about how to take assertive control, create calm and pre-empt escalations. Watch this 7-minute video here.

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5 Key Steps to Developing a Customer Success Career Path

Amity

As managers, we all understand the importance of establishing career progression paths for employees. The outcomes of higher employee retention rates and employee satisfaction also result in clear expectations of what it takes for an employee to be successful in their position. Below I have outlined 5 key steps I believe will be helpful as you develop a career progression path for your customer success organization.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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How to De-escalate Angry or Agitated Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about employees being a doormat, giving in to customer demands or escalating to a supervisor. This video, an excerpt from my customer service eLearning suite, is about how to take assertive control, create calm and pre-empt escalations. Watch this 7-minute video here.

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The More Things Change, the More They Stay the Same

Think Customers

Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." In recent weeks, this statement has rung true for me, as I, along with our editorial team, reads through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report

ForeSee

Online sales of retail apparel and accessories is seeing huge growth, both here in the U.S. and across the globe. Just last week we highlighted some of those trends in. The post What’s driving Success in Apparel? Find out in ForeSee’s FXI Retail Special Report appeared first on ForeSee.

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Addressing the Role of Emotion in Customer Experience

Think Customers

There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Introducing Forrester's B2B Tech Customer Experience Index Methodology

Forrester

Since 2007, Forrester has helped consumer brands evaluate the experience they deliver to their customers with our Customer Experience Index (CX Index™). This methodology powerfully demonstrates to business-to-consumer (B2C) companies the link between CX and customer loyalty. Business-to-business (B2B) firms can benefit from a similar methodology to assess their emerging CX practices.

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Funny out of Office Messages to Make Your Customers Smile

LiveChat

Vacation time is in its prime. People are leaving their offices to go on their dream holiday. They want to rest and don’t think about their jobs for one, two or maybe even three weeks. But before packing your suitcase with sun blockers, summer dresses and new bikini, there’s one important thing to do. And that is setting up your out of office message.

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Avaya CMO Morag Lucey introduces the “Smart Digital World”

Avaya

In her latest video , Avaya Chief Marketing Officer Morag Lucey explains how experience is everything in a smart digital world. Lucey discusses the digitalization of today’s world, from commerce and entertainment to communications, and where Avaya fits into it all. Lucey says, “As the world becomes smarter, more digital, mobile and hyper-connected, Avaya rises above others—a catalyst, an ally capable of blending advanced technology with the best and brightest people to help push basic communicat

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Introducing: Talkdesk for Salesforce

Talkdesk

There are a lot of things that make Talkdesk great. If you’re a regular reader of our blog, you’ll know that we’re constantly expanding our offering with innovative new features and enhanced functionality. You might also recall that we offer deep integrations with leading business tools to ensure your call center works in tandem with existing setups.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Writing Avaya Breeze Snap-Ins Using Engagement Designer — Part Two

Avaya

Welcome to “An Introduction to Avaya Breeze – Workflow Properties,” part two in a series of videos that explore writing Avaya Breeze™ applications—or Snap-ins. Each video builds upon the previous to take you from the fundamentals of Breeze to its most powerful tools for developing scalable and highly flexible communications solutions. In my first installment, I introduced you to the tools used to build, deploy, and test a Breeze application.

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How To Secure Your Most Precious Customers

Customer Interactions

We all want to give the best service possible to our customers, while also making sure our customers and their assets are secured. This becomes even more important when there is big money involved, for instance, when providing service to premium customers, and specifically in the private banking industry.

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A Snippet by Any Other Name is Just an Entry

dscout People Nerds

A simpler lexicon for a simpler first-time user experience.

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Managing Scouts: Easier, Faster, Smarter

dscout People Nerds

Spend less time managing, and gain more power analyzing.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program