ShepHyken

JANUARY 13, 2017

This week on our Friends on Friday guest blog post my colleague, Bryan Peterson, shares signs that may indicate it’s time to outsource your customer service. Outsourcing can be a viable alternative and it must be something your customers trust and have confidence in. – Shep Hyken. Managing a business can be quite demanding, especially when that business is growing at a rate faster than you can keep up with.

Customer Service 67

Customer Service Call Center Solutions Call Center Social Media 67

ForeSee

JANUARY 13, 2017

The NRF BIG Show is one of the largest retail industry events of the year, so it’s hardly surprising that there will be no shortage of things vying for your. The post Going to NRF? 3 reasons you’ll want to visit ForeSee’s booth appeared first on ForeSee.

Retail 60

Retail Industry Company 60

PeopleMetrics

JANUARY 13, 2017

When you are selling a SaaS product, you really need to think about what you’re actually selling. At PeopleMetrics we realize that we’re not only selling software, we’re selling a service. It seems like an obvious truth (after all, they are called Software-as-a-Service products), but many SaaS companies lose sight of the service side of things - they strive toward the goal of a no-touch sales organization.

Net Promoter Score 52

Net Promoter Score Effort Score Software Metrics 52

Topdown

JANUARY 13, 2017

As the digital experience technology landscape continues to expand at an astonishing (and overwhelming) rate, companies are struggling to make the right technology purchase decisions for both customers and the company alike. Even when you buy a big DX platform with dozens of applications included under one umbrella, those applications tend to be poorly integrated with each other, and there are still gaps in the platform you have to fill with other vendors’ applications (like customer communicati

Technology 48

Technology Communication Customer Experience Management 48

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Clicktools

JANUARY 13, 2017

Are customers at the center of your CX strategy? That may sound like an obvious question with a resounding “yes, of course” for an answer. But it’s not as obvious as you may think because many companies simply aren’t structured to support a full circle CX strategy. There’s a renewed emphasis on CX and it’s going to trend big through 2017.

Strategy 49

Strategy Customer Journeys Self Service e-support 49

Amity

JANUARY 13, 2017

Optimizing productivity is important in any role but it requires particular attention in the world of customer success. As a CSM your schedule can be at the mercy of your customers and the multiple hats you need to wear throughout the days and weeks will pull you in different directions. In this post I hope to provide some guidance on how to stay organized and at peak productivity while ensuring your customers get the best service possible.

Tips 67

Tips Tools Trends Meeting 67

Brad Cleveland Blog

JANUARY 13, 2017

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most.

Culture 20

Culture Innovation Call Center Contact Center 20

Alida

JANUARY 13, 2017

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Despite all the recent buzz about CX becoming a bigger part of the marketing function, however, CMOs have yet to really step up to the plate. According to a 2016 study by Deloitte and the CMO Council , only a small minority of marketing leaders have made significant progress in improving CX.

Omni-Channel 77

Omni-Channel Marketing Customer Experience Multi-Channel 77

Brad Cleveland Blog

JANUARY 13, 2017

Making continuous innovations and improvements that lead to services that are faster, better and more cost-effective is an ongoing process that must be an inherent part of the organization’s culture and outlook. There is something powerful about consistently focusing on the things that matter most.

Culture 20

Culture Innovation Call Center Contact Center 20

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Customers

LiveChat

JANUARY 13, 2017

If you’re like most people, you probably think you don’t have enough time in a day to do everything you want. I’m not surprised – after all, productivity is now the latest trend. We all want to squeeze as much as we can out of our days, but still wish it has more hours. We even force to make it happen by taking away few hours from a night. But do we really need more time in a day or should we make a better use of time that we already have?

Communication 45

Communication Sports Social Media Examples 45

MyCustomer

JANUARY 13, 2017

Engagement Why customer-curiosity trumps customer-centricity.

Customer Centricity 50

Customer Centricity Culture How To Customers 50