Steve DiGioia

SEPTEMBER 16, 2016

Guest post by Ben Motteram This original article was written by Steve DiGioia. Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. Ben has over 20 years’ experience in customer service, and is a recognized CX thought leader. Thanks Ben! As someone deeply involved in customer service and the overall customer experience, I am interested in identifying companies that share my love of service and how they tend to the customer’s needs.

Industry 204

Industry Customer Experience Customer Journeys Sports 204

InMoment XI

SEPTEMBER 16, 2016

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise. That’s the power of innovative technology. Corporation’s have. View Article.

Connections 200

Connections Innovation Technology Customers 200

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. – Shep Hyken. Personalization, according to the definition we are now familiar with, has been around since the dotcom bubble in the late 90s.

Omni-Channel 94

Omni-Channel Customer Experience Retail Effort Score 94

InMoment XI

SEPTEMBER 16, 2016

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise. That’s the power of innovative technology. Corporation’s have.

Connections 200

Connections Innovation Technology Customers 200

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OpinionLab

SEPTEMBER 16, 2016

Gartner asserted last year that CX has become the new competitive battlefield in a much-quoted report. Despite the attention-grabbing heading, there is a lot of truth in what they said: organizations are now falling over themselves to deliver better customer experiences across all channels and are becoming increasingly innovative in their approaches.

Voice of Customer 91

Voice of Customer Omni-Channel Touchpoint Feedback 91

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Self Service 66

Self Service Customer Service Knowledge Base Social Media 66

LiveChat

SEPTEMBER 16, 2016

Engagement is something we want to keep, that’s why we work on it all the time. For example in relationships, by doing things we might not like, just to make the other person happy. In business with customers, by sending monthly newsletters and reminding them about payments, to keep their interests in us. And finally at work, by coming up with different ideas to make employees happy and loyal to the company.

Employee Engagement 57

Employee Engagement Engagement Feedback Travel 57

ForeSee

SEPTEMBER 16, 2016

Like many B2C companies, leading U.K.-based online parcel shipping service myHermes relies on customer ratings and reviews as a core component of its business strategy. A high volume of reviews. The post How myHermes is boosting business with ForeSee Ratings & Reviews appeared first on ForeSee.

B2C 63

B2C Strategy Case Study Company 63

Daniel Group

SEPTEMBER 16, 2016

This summer, we finished rewriting a major part of our customer portal software to make it easier to use. It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and headaches. Read More. The post Rethinking Risk in Customer Experience Improvement appeared first on The Daniel Group.

Customer Experience 49

Customer Experience Groups Software Customers 49

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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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Waypoint Group

SEPTEMBER 16, 2016

Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s just-released annual benchmark of IT Companies. Congratulations on your hard work! We can probably smile together, as I guarantee you that leadership in the companies on the BOTTOM half of the list are doing two things: They’re saying that […].

Customer Experience 40

Customer Experience B2B Leadership Groups 40

Brad Cleveland Blog

SEPTEMBER 16, 2016

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the … Continue reading → The post Common Causes of Turnover appeared first on Brad Cleveland.

Training 26

Training Call Center Contact Center Culture 26

Vonage

SEPTEMBER 16, 2016

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Their hiring and training is focused on customer service, and they truly deliver it.

Customer Focused 223

Customer Focused Company Infographics Policies 223

Brad Cleveland Blog

SEPTEMBER 16, 2016

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.

Contact Center 21

Contact Center Training Call Center Culture 21

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Brad Cleveland Blog

SEPTEMBER 16, 2016

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover.

Contact Center 20

Contact Center Training Call Center Culture 20