Thu.Aug 11, 2016

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6 Simple Steps You Can Follow to Create Memorable Live Chat Experiences

Kayako

This is a guest post by Maria Lebed , Customer Support Adovcate and Writer at Provide Support. No doubt, live chat has many benefits not only to the customer, but to a business also. There’s many conveniences involved with providing a live chat service: Live chat is cheap. It costs companies $5-30 for each inbound phone call to a customer service rep.

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What is the Meaning of Quality to Customers?

Experience Investigators by 360Connext

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is the definition. character with respect to fineness, or grade of excellence: food of poor quality; silks of fine quality.” OR “high […].

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The MBA of Customer Love

Customer Bliss

Personally, I mostly tend to respect MBAs when they enter a business. There are dangerous elements to what we teach MBAs , yes — it’s possible to create a culture where everyone is trying to “make the quarter,” and that’s not necessarily the best recipe for long-term growth — but in general, MBAs are smart, capable people.

Policies 127
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Don't Water Your Weeds

CX Journey

Today I'm pleased to share a guest post by Ben Motteram , aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising customer value while minimising waste. It originated as a manufacturing process in Toyota after the Second World War and has since been adapted beyond manufacturing to software development, logistics and distribution, retail, healthcare, constr

Groups 0
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From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

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Mitchell Improves Customer Satisfaction with inContact Agent for Salesforce®

NICE inContact

For over 70 years, Mitchell has been helping insurance companies and car repair shops in North America figure the cost of getting a vehicle and person from wreck to recovery. The company develops solutions to simplify and automate complex claims processes and help customers evaluate and settle claims accurately and efficiently. Mitchell empowers their clients to improve business performance and customer outcomes by providing them with smart technology solutions, deep industry expertise and conne

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Improve Your Customer Experience with Microinteractions (Video)

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Video 69
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Segmenting Customers for Success

natero

"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue.". Segmentation divides your customer base into groups of customers with similar needs so that you can deliver services that are most appropriate for each segment, and maximize retention and expansion revenue.

Groups 74
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How E-Retailers Can Get More From Their Live Chat Solution

iPerceptions

E-commerce companies have been using live chat solutions for some time. While it is recognized it as a powerful customer engagement tool, many retailers encounter challenges trying to engage the right individuals at the right time. In this post, I will look at how to use visitor intent to get more from your live chat solution.

Retail 58
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Insights From The First Advocate Marketing Benchmark Study

Influitive

Wondering how other companies are performing when it comes to advocate marketing? The first benchmark study on advocate marketing, “Measuring Success With Advocacy: Advocate Marketing Benchmark Study” has just been released by Waypoint Group and Influitive. In it, nearly 600 marketers, customer success professionals and executives who impact advocate marketing investments were asked a series of.

Study 60
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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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Talent Management For The Customer-Obsessed Organization

Forrester

Employees are the lifeblood of a customer-obsessed enterprise. No matter how advanced a company's technology, how big its data, or how trendy it's marketing, businesses today simply cannot succeed without employees who devote themselves to customers. However, many companies struggle to build a customer-obsessed workforce because they: Read more Categories: Age of the Customer.

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What It Takes to Have a Best Performing Customer Service Team

Provide Support

What It Takes to Have a Best Performing Customer Service Team. There are many reasons why you should care to build a great customer service team. One is, customer service is as important to a business as any other department, such as sales or marketing for example. It takes at least as much time and effort as other aspects of a business in order to move forward and succeed.

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Writing Avaya Breeze Snap-Ins Using Engagement Designer – Part Four

Avaya

In my first three Avaya Breeze™ videos, I built a simple, yet functional Snap-in. I showed you how to use the Breeze tools for Snap-in creation, execution, and testing. In this video, I turn my attention away from making calls to intercepting and manipulating incoming calls. While my Make Call Snap-in was instructive, the bread and butter of most contact centers is inbound, toll-free numbers.

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A Milkshake Becomes an Icon of Superior Customer Experience

The DiJulius Group

The Answer’s Yes I hate the word “NO!” I can’t believe how many people from so many companies use it. It should be stricken from the English vocabulary. That may be a little severe, but it certainly should be stricken from any Customer interacting employee’s vocabulary. I was speaking at a prominent hotel in Las […].

Hotels 40
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Building a Good Culture

Brad Cleveland Blog

Culture 20
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Building a Good Culture

Brad Cleveland Blog

Culture 20