Kayako

JULY 4, 2016

When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed. Customers expect 24/7 availability and an uninterrupted conversation, even as they switch between their favorite channels—from Twitter to email, from email back to your Help Center—without thinking twice or w

Customer Service 163

Customer Service Meeting Multi-Channel CRM 163

Steve DiGioia

JULY 4, 2016

the almighty dollar was not the driving force for every transaction This original article was written by Steve DiGioia. I remember the local hardware store when I was a kid. It was owned by a wonderful man that would go out of his way to assist you with finding anything in the store as well as provide you with general fix-it knowledge. He understood how to build a business.

Course 157

Course Advertising Training Tools 157

ShepHyken

JULY 4, 2016

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. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. (Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter?

Customer Service 81

Customer Service Culture Hotels Tips 81

Helen Dewdney

JULY 4, 2016

Telecoms and Energy – the worst sectors. dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need here: All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links.

Tips 83

Tips Consumers System How To 83

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Middlesex Consulting

JULY 4, 2016

No one can say, “I am a Service Manager” without having read (and maybe saved) at least one article, blog post, or LinkedIn Pulse piece about employee engagement. (A Tweet does not count.). The reason this topic is so important is because there is a well-established link between employee engagement and customer satisfaction. You can easily understand that if customer-facing employees are not engaged, their interactions with customers will be mechanical, dispassionate, and will not en

Engagement 60

Engagement Strategy Employee Engagement Customer Satisfaction 60

Kate Nasser

JULY 4, 2016

We rely on our strengths to succeed in leadership and teamwork. Yet to truly succeed, develop the strength of balance. Latest from The People Skills Coach™. Read more. The post Leadership: Discover the Strength of Balance appeared first on KateNasser.com.

Leadership 41

Leadership 41

Customer Interactions

JULY 4, 2016

Great Minds Gather to Take Stock of Today’s Customer Experience

Customer Experience 31

Customer Experience Customers 31

ijgolding

JULY 4, 2016

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can have on customers and the way they are made to feel in their daily interactions with organisations and their people.

Fashion 156

Fashion Customer Experience Travel Customers 156

Beyond Philosophy

JULY 4, 2016

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Discussion of the myriad and varied ramifications of Digital Transformation is, seemingly, everywhere (and unavoidable). I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s.

Omni-Channel 90

Omni-Channel Banking Retail Brands 90

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