Wed.Mar 15, 2017

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Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” Exceeding expectations and going the extra mile are still important concepts for front-line employees, but not for the reasons many like to think they are. It is easy.

Crush Contact Center Silos to Improve the Customer Experience

Clarabridge

By Lorraine Schumacher. CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. But too often, business silos keep you from using that information to make your business better. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold.

Top 15 Mistakes Made By Customer Service Professionals (Infographic)

Provide Support

Your customer service employees are your brand representatives, the human face and the voice of your company. Their competence, soft skills and communication habits count tremendously toward the quality of the service they provide to your customers and impact overall customer satisfaction. So what are the most common mistakes made by customer service professionals? Read more.

Customers Buying Habits Are Changing. Are You Keeping Up?

ShepHyken

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry. It’s incredible.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

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3 Data Points To Bridge The Gap Between Your Adobe Analytics and Voice of the Customer Data

iPerceptions

In today’s online environment, where you can leverage web analytics solutions like Adobe® Analytics to track how your visitors interact and navigate your website, there is one vital thing that these solutions can’t do: Get inside the mind of your visitors. Digital Marketing

Data 13

What's The Best Way To Handle Software Outages?

Amity

SaaS Tattler Issue 101: What's The Best Way to Handle Software Outages? Stuff happens. It's unfortunate, and it's hard for everyone. Sometimes it's your fault, sometimes it isn't. Either way, it sucks. There are some best practices you should learn now, while your software is up and running, to help you deal with those high-pressure, stressful situations when they happen.

Celebrate World Consumer Rights Day by shopping smarter online

Helen Dewdney

Press release from The Complaining Cow. The 15th March 2017 is World Consumer Rights Day [1], organised and promoted by Consumers International [2]. This year’s theme is ‘Building a Digital World Consumers can Trust. ”. In a world where consumers are purchasing more and more online it becomes more important for people to know their rights and how to complain when things go wrong. So what are your rights when purchasing online? Helen Dewdney, The Complaining Cow consumer expert and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! link].

Podcast Shorts: Asking the Right Question

Bain

People like to ask about the significance of the likelihood-to-recommend question—”how likely would you be to recommend a product or service to a friend?”— ”— and why it was chosen over others. The answer is simple: It offered the best prediction of consumer behavior in early testing. By focusing on a single question, the Net Promoter System eliminates unnecessary complexity.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Effectively Train and Equip Your Customer Service Team for Success

Joe Rawlinson

As a business owner, you probably know well enough that, when it comes to a knack for customer service, employees either have it or they don’t. Some people are seemingly born with the skill for knowing how to take outstanding care of customers, while others just can’t quite grasp how to do it properly. Having said that, even the best CSR team needs proper training to be as successful as possible, and attract and retain customers. Setting up your CSR superstars requires a combo of hands-on training and proper equipment that will allow them to do their jobs as effectively as possible.

Revisiting Convenience – Lessons from H20

Michelli Experience

I’ll admit it I am fascinated by water. Not just any water…A very special water – the kind you find in a bottle. In fact, I think many great business lessons can be found in the world of bottled water. My water fascination dates back to at least 2011 when I wrote the following…. bottled water is truly a phenomenon of our time. When I was a kid, water didn’t come in bottles, occasionally I was even reduced to drinking it straight from a garden hose. In fact, 30 years ago there was hardly a bottled water industry. Of course, there are those sophisticated brands like Fiji or Pellegrino.

CX Practitioners: Defining Your CX Strategy

Confirmit

Defining Your Customer Experience (CX) Strategy is a critical part of our first customer experience performance categories: Foundation. CX Foundation includes your program vision, your customer strategy, and proving the value and ROI of your efforts. Do I REALLY need a CX strategy? At Confirmit, we have the honor of working to help optimize our clients’ customer experience strategies.

Launching an Online Store: Simplified in 7 Steps

LiveChat

Ecommerce doesn’t have to be hard. Having an online store can cost you virtually nothing and put you in touch with customers from all over the world. While you still need a strong marketing strategy and a great product (or products) to sell, there is much less to lose when you opt for a digital store over a traditional one. Choose your products wisely: commercial acumen meets passion. Energetic?

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

Defining Your CX Strategy

Confirmit

Question: What is the common thread that drives successful customer experience programs, regardless of business size, shape or industry? Answer: They have developed and actively manage a CX strategy. If you want to be part of a highly-functioning CX program that drives business transformation, it is critical that your efforts are guided by a CX strategy. Voice of the Customer Webinars

The 5 Things CEOs Regret Most On Their Deathbed About CX | Simon Sinek: How To Lead Millennials | Ask John

Julius Group

The 5 Things CEOs Regret Most On Their Deathbed 1.Executive sponsorship – It is a proven fact that any big initiative, project, or revolution has to have the support of the senior leadership team; otherwise it will be considered “flavor of the month” or “management by bestseller.” ” 2.No one losing sleep at night over […]. Customer Service Service Vision

MRS Impact 2017: Inspiring Insight

Confirmit

This week saw one of the highlights of the Market Research calendar – MRS Impact in London. It’s always a fascinating event to attend because it draws such a range of people from across the industry and, to my mind, is a great way to keep tabs on what’s changing in our industry. Hurrah! This isn’t a surprise given the huge range of businesses operating in the market.