rewards-programs-customer-focused 
ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
Beyond Philosophy
FEBRUARY 15, 2017
For managers and executives, poor relationships with employees and customers are one of the surest ways to undermine any efforts to create a positive customer experience. Studies show that the best way to elicit a particular behavior is to reward it. 2. Offer help without expecting something in return. Just don’t do it.
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ShepHyken
FEBRUARY 13, 2017
Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. TCFCR) “The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction. My Comment: Is the customer really right? Well worth it!
BlueOcean
FEBRUARY 8, 2017
We already know most people hate calling tech support and even in basic customer service scenarios, consumers prefer to use self-serve options over contacting a customer service agent directly. Encouraging your contact center agents to deliver empathetic customer service is going to take more than a simple tactic like call scripting.
ClearAction
FEBRUARY 27, 2017
Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report. What’s broken?
Stella Connect
FEBRUARY 28, 2017
Earlier this month, we had the opportunity to host a roundtable session with a cross-section of service leaders at the Customer Response Summit in Las Vegas. The roundtable focused on the hot button topic of front-line team motivation. As a group, we boiled it down to these six: Leveraging customer feedback. Agent empowerment.
Up Your Service
FEBRUARY 14, 2017
This is a fundamental question that we challenge all clients to consider as they embark on building a “service culture” versus simply training customer service skills. Customers’ access to information and their experience in other areas of commerce and life have created ever growing expectations of how they want to be served.
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