NewVoiceMedia

10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes.

Are you ready for the customer-led economy?

NewVoiceMedia

To many CEOs it’s an unwelcome development, but one that’s undeniable – businesses are no longer in charge. Companies are not the only ones with information, power and technology. Consumers are armed with a smartphone, and this single device has changed the business to consumer relationship.

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Are you serving your customers or smothering them?

NewVoiceMedia

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.

Is silo mentality hurting your customer experience?

NewVoiceMedia

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.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

Do you know the lifetime value of your customer?

NewVoiceMedia

I read a surprising statistic recently. It said that four in 10 senior executives in large companies don’t know the lifetime value of their customers.

Why the phone is still king for customer support

NewVoiceMedia

The phone is not dead. Let me tell you why. Actually, allow me to gush. I recently had a customer service experience over the phone that proved why the phone is still king. Melanie, a Verizon Wireless technical support rep, took a minor frustration and turned it into a great experience.

Create a vision for your customer service education

NewVoiceMedia

During a cold winter season, smart organizations get busy preparing for spring. One way to prepare is to create (or confirm) a clear and motivating vision of what you want to become.

Seven technologies to improve customer service in SMBs

NewVoiceMedia

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0:

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Make it person-to-person to improve customer experience

NewVoiceMedia

Automation is essential for expanding and accelerating service in many industries. But when individual care or attention is required, customers need contact with real people. When human energy flows and connects, good things (can) get done and you can improve customer experience to your advantage.

#GetCloser … With Sales and Service CTI at Dreamforce

NewVoiceMedia

Are you heading to Dreamforce? It is one of NewVoiceMedia’s biggest annual events. In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. And this year promises to be our biggest Dreamforce yet.

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Hedonic adaptation: Today’s customers’ need for change, variety and improvement

NewVoiceMedia

There’s a natural tendency for human beings to grow accustomed to any condition–positive or negative–over time. This is called the psychological principle of “hedonic adaptation.” .

Sell the customer service experience, not the mechanics behind it

NewVoiceMedia

The connection between customer service and marketing is undeniable. If you deliver good customer service, let people know as part of your marketing efforts. And you can expect an effortless marketing boost as well, as happy customers talk to their friends about their experience.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

What you can learn about customer service from Marc Benioff

NewVoiceMedia

Marc Benioff is a tech geek, a communications expert, an inspirational speaker and a philanthropist. Arguably, the real secret to his success is his ability to communicate. Anyone who’s been to Dreamforce will know exactly what I mean.

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

NewVoiceMedia

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.

Which sales and service KPIs should we measure in the golden age of the customer?

NewVoiceMedia

Metrics, metrics, metrics! Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. .

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When things go wrong, how should you make it up to your customers?

NewVoiceMedia

No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Listen for the right words to measure customer service

NewVoiceMedia

You can tell a lot about a company and its commitment to customers in the words employees use. Open your ears and you will find it’s easier to measure customer service levels than you might think. I enjoy high-end music systems in my home and office.

Customer service journey map can lead to instant gratification

NewVoiceMedia

How’s this for a customer service strategy: Instant Gratification. I’m not talking just at the end of the transaction – think instant gratification at every step of the way.

Customer service skills: What does it take to make a great contact centre manger?

NewVoiceMedia

Contact centres act as the front-line for many businesses. They are the point of contact where customers and companies meet to resolve issues and buy products and services. Operating at their best, contact centres play a fundamental part in creating a positive customer experience.

100% is not enough to impress with customer service quality. You need 120%

NewVoiceMedia

When a company reaches the top, does customer service quality still matter? Industry leaders tend to think so. I recently organized a service bench-marking visit to Singapore for 22 Korean sales and service trainers. In seven days we visited 23 leading organizations. A very busy week!

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Who comes first, the employee or the customer?

NewVoiceMedia

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees.

Who comes first, the employee or the customer?

NewVoiceMedia

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees.

Who you are is how you serve

NewVoiceMedia

This post originally appeared on the Inside Customer Service Blog website and is republished here with permission. Two recent customer service experiences stood out for opposite reasons. One was good while the other was poor.

Speed creates customer confidence: what is the velocity of your customer service?

NewVoiceMedia

The CEO of Busey Bank, Van Dukeman, has an interesting concept he calls the of Business.

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.

Voice of the customer: What is a feedback loop and how can it help your brand?

NewVoiceMedia

For centuries, information about products and services was controlled by businesses. However, after the internet changed the world, businesses now operate in an environment where that power has slowly shifted into the hands of the consumer.

Customer service: what not to do when you don’t know

NewVoiceMedia

I was recently preparing for an overseas trip and needed information about international calling plans for my mobile phone. I asked my assistant to call my carrier and inquire about the best plan for my needs. Sounds simple, right? Just call and get the information then sign up for the best plan.

Six new customer service tips to share with your team

NewVoiceMedia

Each week, I send out a Customer Service Tip of the Week email to my subscribers. Not a subscriber yet? Get it here.). It’s usually a reminder. The idea is to reinforce good customer service skills by starting each week with a specific tip to focus on.

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Systems and smiles: the two key elements of a successful customer experience

NewVoiceMedia

Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

Your call is important to us

NewVoiceMedia

It’s the original queue message: “your call is important to us, please continue to hold and we will answer your call as soon as possible” It tells you that you are a valued customer and the contact centre you are calling is trying to get round to your call. Or does it?

Tips to spruce up your Spring perspective

NewVoiceMedia

We can always use fresh perspective, and spring is the perfect time for it. When we’ve settled into our regular flow of work it is easy for us to fall into patterns of repetitive and underwhelming practice. Businesses thrive on dynamic creativity, positive energy and constructive vision.

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Creating a great customer experience requires understanding this one simple reality …

NewVoiceMedia

The customer is always at the center of the customer’s universe, which means that your own concerns, hopes, processes, branding efforts and so forth are, at most, tangential to your customers. This is a simple but hard to grasp reality. Simple because it is so direct and extreme.

There’s only one customer who matters: the one you’re serving now

NewVoiceMedia

It’s hazardous to think of customers in the plural, as if they’re really a homogenous group that exists in the aggregate and can be thought of and served as a whole. The better way to think of customers is as follows: There’s just one customer, the one you’re facing right now.

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?