Wed.Mar 09, 2016

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How to Improve Customer Service Training with Simple Metrics

Experience Investigators by 360Connext

For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest heavily in their efforts to improve customer service training, in order to bring staff members up to scratch. However, actually achieving the goal […].

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Avoid These Roadblocks to Achieve a High Performing Contact Center

NICE inContact

Every day we go to work with the objective of helping our companies improve. Each day is shaped by the goal of success. As we all know, high performance of employees is what makes this goal a reality. If there is low performance, improvement is scarce. Listed below are five roadblocks that impede the road to success by hindering high performance. The first roadblock is disparate data or data that is low quality, defective, irrelevant, missing or disconnected.

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10 Things You Need to Stop Doing if You Want Happy Customers

Who's Your Gladys?

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things You Need to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters. I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about their people and whose people care so much about one another that they have done the virtually unthinkable!

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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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10 Things to Stop Doing if You Want Happy Customers

Who's Your Gladys?

No one wakes up in the morning thinking, “Today I’m going to alienate my customers.” Yet, epic fails in customer service occur every day. Could you be sabotaging your success without realizing it? Check out these top ten common things that cause customers to stop. The post 10 Things to Stop Doing if You Want Happy Customers appeared first on Who's Your Gladys?

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Get Personal, It’s Business!

Beyond Philosophy

There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with your customers. Zig Ziglar, author and renowned speaker, said, “If people like you they’ll listen to you, but if they trust you they’ll do business with you.

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Measure Emotions In Customer Experiences To Improve Loyalty

Forrester

Do you know how your customers feel about their experiences with your firm? Customers' emotions can damage -- or improve -- customers' perception of the overall experience and your firm's ability to grow. Customers' emotions affect whether you'll lose or keep them, whether they will buy more or less from you, and whether they will spread good or bad word of mouth about your company.

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3 Approaches to Customer Service that Every Business Should Consider

Bold360

No two companies do customer service the same way. Functioning under a B2B or B2C model, the number of employees and the platform where your target audience spends most of its time, are all factors which should alter the way your company offers support. In order to choose the best persona to fit the type customer experience your clients expect from you, you first have to know your options and choose the best for the given situation.

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Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index

ForeSee

Today marks the release of ForeSee’s 50th consecutive quarterly E-Government Satisfaction Index. This special edition report measures over 185,000 citizen responses for the fourth quarter 2015, revealing that satisfaction with. The post Citizen Satisfaction Rivals Private Sector CX in 50th E-Government Satisfaction Index appeared first on ForeSee.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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A Mental Health Practice Takes on Negative Customer Reviews

Think Customers

It's not a surprise that patients demand the same level of convenience and prompt service that they would receive from other businesses. Nearly three out of four (73 percent) of consumers believe that valuing their time is the most important thing a company can do to provide them with good customer service, reports Forrester Research. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

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Customer Experience: More Than Martech

Topdown

As this year’s MarTech ® USA conference is about to begin, we thought it a good opportunity to remind everyone: Managing customer experience (CX) today does require having good marketing technology, or “martech,” but martech isn’t all there is to it.

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Spring Cleaning Your Customer Service From Inefficiencies

Provide Support

Cleaning Customer Service from Inefficiencies. Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations. Spring time always feels like a proper time for cleaning. Let’s take this opportunity to clean the relationships with our customers. There are 6 major pain points that consumers all over the world are complaining about.

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How to prepare a landing page that’s too good to pass on

LiveChat

Creating landing pages is the cornerstone of any inbound marketing strategy. As an online marketer, you need a way to convince the people who came to your website to do something. This is where landing pages come in. You can think of them as special agents who have only one mission in mind: to convert website visitors into leads or customers. If a landing page fails to convert visitors, all the effort you’ve put into bringing potential customers to your website will go to waste.

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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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Top 10 Technologies for Customer Experience

Customer Interactions

Forbes just published Louis Columbus’s list of the Top 10 Technologies for Customer Experience. These and other insights are based on Gartner’s recent webinar The Top 10 Strategic Technologies for the Customer Experience.

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Digital Age People Skills: JOIN #Peopleskills Chat March 13th 10amEDT

Kate Nasser

JOIN our #Peopleskills global Twitter chat this SUN. 10amEDT/2pmGMT to explore digital age people skills. Host: Kate Nasser, The People Skills Coach™ w/ co-host Gurpreet Bajaj. Do tech and people skills collide or connect? The post Digital Age People Skills: JOIN #Peopleskills Chat March 13th 10amEDT appeared first on KateNasser.com.

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Chick-fil-A bringing back family time | Do you trust your Customers?

The DiJulius Group

Chick-fil-A bringing back family time by offering a cellphone challenge How many times has this happened to you; you go to dinner with your family and you realize no one is talking because they are all on their phones checking their Facebook status, Twitter & Instagram accounts and responding to texts? I am embarrassed to […].

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Listen, learn, convert: bringing social into the contact centre

Vonage

What’s the role of social media in today’s customer service scene? Can it really drive revenue and value to a business or is it all just hype? Many of our customers are asking us this question. With NewVoiceMedia CloudFest London taking place this afternoon, we think the answer is more important than ever. Read on to learn more about the role of social media in the contact centre.

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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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Customise Your Customer’s Experience: How Businesses Are Mass Producing Personalised Digital Engagement

CSM Magazine

Our modern world is dominated by mass production. With today’s businesses mostly interested in squeezing every last bit of lean-juice from their supply chains and focused on the speed of their reverse logistics—all valid goals in the pursuit of profits—it’s often easy to lose sight of the personal interactions so important in the digital age. Howard Williams, marketing director of Parker Software, looks at the value of personalising digital engagement with customers.