5 CX Strategy Killers You Need to Get Over
JANUARY 14, 2016
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities. Sometimes the way we […].
A surefire concept for overcoming negativity in the workplace
APRIL 28, 2016
Negativity in the workplace is brutal. I’m not even talking about the normal culprits like gossip or ineffective managers confusing ‘accountability’ and ‘scaring their employees.’ That means that less than 1 in 5 global employees is ‘engaged’ by their work. This is borne out in the U.S. too: 23 percent of full-time U.S. Workplaces can be confusing.
6 Customer Service Facts for Every Business
FEBRUARY 2, 2016
you won't be successful without them. This original article was written by Steve DiGioia. The world of business is fraught with a myriad of theories, quotes and snippets of information all designed to help wide-eyed junior entrepreneurs become successful. Then there are the wise sages who are paid handsomely to bestow others with their experience and long-held beliefs. Listen here.
20 Customer Service Training Ideas and Activities for Busy Teams
JUNE 16, 2016
Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged. The following games may seem trivial, but they do more than simply drive a concept or point home: they help foster a sense of teamwork and shared direction. Road Trip. Duration: 5-10 minutes. What You’ll Need: Paper and pens.
5 Things You Can Do to Make Your Customer Experience Stickier
Tactics for Boosting Engagement and Brand Affinity.
Is Your Customer Experience the Stuff That Legends are Made Of?
MARCH 1, 2016
Image courtesy of AnitaBurke1 Is your customer experience legendary? Do companies even know what it means to deliver "legendary customer service?" I've been dealing with a provider for the last three and a half months that claims to deliver "legendary customer service." They tout this on their website, in their emails, and even on their voicemails. I'll start with defining "legendary." All of them.
How to engage millennials for customer insight and marketing
AUGUST 12, 2016
If there’s one generation that marketers can’t stop talking about, it’s the Millennials. Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. Finally emerging from the shadows of Gen Xers, Millennials now make up the majority of the U.S. workforce. Here’s what you need to know: Who are millennials?
Innovative Service: Emotional Connections for Great Experience
Wired and Dangerous
OCTOBER 10, 2016
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? How can you make a strong emotional connection with customers?
The Customer Experience Hokey Cokey! Why do companies find it so hard to commit to CX?
NOVEMBER 29, 2016
As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance, with variants attested as early as 1826. your right arm out. In, out, in, out, You shake it all about. You do the Hokey Cokey and you turn around.
How Does Customer Experience Impact Angry Customers?
Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.
10 Steps To Mapping Your Current Customer Journey
OCTOBER 14, 2016
Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1. Choose key personas and their journeys.
Multichannel Support Will Burn Out your Customer Support Team in 2016
FEBRUARY 3, 2016
Managing time and workload will be the biggest challenge that customer support professionals face in 2016. With the rise of multichannel support, there’s a risk that support professionals will burn out if they don’t take steps to manage their workload more effectively. A new study by Kayako looked into the state of the customer support […].
Voice of the customer: Your 4-point action plan
SEPTEMBER 22, 2016
Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly? Let’s try a four-point action plan. Voice of the Customer Step 1: Data. I won’t. OK, I will briefly. No one wins.
They’re Watching You…Are You Ready?
JANUARY 4, 2016
and they're watching your employees too! This original article was written by Steve DiGioia. Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time. People watching. We all do it. So why do I bring this up? Click To Tweet. Probably not.
Are Your Technology Decisions Killing Your Customer Experience?
Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.
15 Top Customer Service Training Courses for Your Agents (Half Are Free)
JUNE 30, 2016
Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” Customer Service Training by ALISON. Image source: ALISON. Cost: Free.
The Subtle Differences Between Customer Support and Customer Service
DECEMBER 22, 2016
The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’. It’s confusing! But businesses may be looking at naming conventions from the wrong perspective. SaaS companies and support teams.
Are you serving your customers or smothering them?
SEPTEMBER 20, 2016
The customer/company relationship is just that, a relationship. It’s one that is difficult to maintain and carries high expectations. On one hand, customers want to feel that they have a close, unique, real relationship with your brand. While on the other, they want to hold onto their independence and avoid feeling smothered. Four reasons customers may want to dump your clingy business: .
Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity
MAY 22, 2016
Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. They realised […].
5 Customer Satisfaction Templates You Can Use Right Away
Begin or improve your customer satisfaction program with these 5 ready to use templates.
4 storytelling devices to enhance your research reports and presentations
JUNE 3, 2016
The days of data tables, 100-slide presentations and 300-page reports are done. Today, storytelling is the key to communicating research findings in ways that create impact. Storytelling is the best way to engage your audience and ensure that your message is received, understood, passed on and acted upon. Research stories are not about fiction; they need to be grounded in truth. Emotional appeal.
Creating Employee Experiences That Drive Customer Delight
MARCH 17, 2016
Image courtesy of mdennes Today I'm pleased to share a guest post by Maansi Sanghi of CloudCherry. Discover the importance of employee engagement and happiness in driving customer delight. Achieving customer delight is paramount to the success of a business. Customer satisfaction is no longer enough – at least for businesses that want to thrive instead of just survive. Up to a point.
14 Critical Call Center Metrics You Should be Tracking
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. So, what are the top metrics you should be looking at? Service Quality. Outbound Dialing. Operational Efficiency.
When Customer Expectations Are Unreasonable, Meet Them Anyway
Who's Your Gladys?
SEPTEMBER 6, 2016
It takes self-control to handle a customer with over-the-top expectations. Regardless of the type of business you’re in, there’s much to learn from Edie, the group event coordinator at Bahama Breeze Island Grille Restaurant. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?
7 Things Your Customers Wish You Knew About Them
JANUARY 27, 2016
Heads up …when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. Even as technology advances, some frustrations are still not being addressed as well as they […].
3 Leading Companies’ Method for Listening to Customers
MARCH 30, 2016
In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. Aided listening. Experiential listening. Normally, this occurs through channels such as traditional customer service, the website, and social media. There are many important caveats to this one, however.
5 Proven Ways Women Are Better At Customer Service
AUGUST 8, 2016
let’s look at the facts This original article was written by Steve DiGioia. I know this may cost me my “ man card ” but there is no way a man can compete with a woman when it comes to providing great customer service, period! We’ve all read books about how to provide great customer service. They always seem to focus on the specific skills needed to be successful. Listening. Women win at listening.
10 Warning Signs That Your Customer Service Sucks
AUGUST 24, 2016
We all want our customers to be happy with our products and services. Ideally, they would all be willing ambassadors for our company: happily harnessing the power of social media to recruit other customers; freely place banner ads for our businesses outside their homes; become international celebrities; and prominently display our products during their frequent Tonight Show appearances.
7 Steps to Elevate Your Customers' Experience
Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
Your Customer Service Team Can Win or Lose you Business
JULY 7, 2016
When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. But not for former Engadget editor-in-chief Ryan Block. But you’d be wrong.
Is silo mentality hurting your customer experience?
SEPTEMBER 5, 2016
Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. From departments to regional offices to different communication channels, silos are an unavoidable part of business structure. Why Silos Exist—and How They Should Be. But in reality, often the opposite is true. Silo Mentality: the Facts. Common Problems.
Do Customer Journeys Drive Your Content Strategy?
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. But from visitors’ perspectives, there’s much more involved. Kudos to the Exploratorium! .