Vonage

FEBRUARY 13, 2017

In 1971 a study famously concluded that only 7% of communication is verbal. However, this often-quoted statistic not only undermines the effectiveness of spoken communications but the comprehensive nature of the research itself. The piece’s author – Professor Mehrabian of UCLA – found that 55% of communication is about body language.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Otherwise, it could cost you.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. So retaining customers is more important than ever. Communicate with relevance.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

Vonage

SEPTEMBER 8, 2017

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. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

OCTOBER 2, 2017

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. It’s therefore not surprising that many businesses have concerns about social media customer service.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Avaya

AUGUST 25, 2017

As Hurricane Harvey approaches the coast of Texas, Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations.

Communication 64

Communication System Analysis Software 64

CSM Magazine

JULY 27, 2022

For many businesses, the customer journey stops once the ink has dried on a contract or a purchase has been made. Once a prospect turns into a customer – whether they’re contracted to your business or they make infrequent purchases – you need to retain them and ensure they become loyal to your brand. Be contactable and prompt.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

CSM Magazine

JUNE 7, 2023

Building trust and credibility with customers is essential for the long-term success of any business. Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations.

Tips 52

Tips Social Media Policies Case Study 52

Avaya

AUGUST 25, 2017

Avaya wants to ensure that we all review our plans to keep communication systems running at peak performance and stabilized when disaster strikes. Keeping communication systems running often includes a great partner with a deep bench of experts who have experience in many complex situations. Learn more at our Help Center.

Communication 53

Communication System Analysis Software 53

Comm100

OCTOBER 17, 2017

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices. avaritia / Greed. acedia / Sloth. ira / Wrath.

Customer Service 122

Customer Service Social Media Customer Satisfaction Customers 122

CSM Magazine

SEPTEMBER 11, 2019

Guest speaker is Claire Rowland , author of Designing Connected Products: UX for the Consumer Internet of Things. . Takeaway our ‘Radical Age of Uberization white paper’ , written in conjunction with Field Service News. Localz “on my way” messaging increases customer satisfaction and first time access rates.

Innovation 45

Innovation Customer Satisfaction Consumers Communication 45

Customer Bliss

JUNE 27, 2017

Alice is relatively new to her role at Marks & Spencer, where she is head of customer experience. Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Alice made her own video explaining customer experience.

Retail 0

Retail Leadership Customer Experience Video 0

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty. Enhance your blog.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Quadient

SEPTEMBER 28, 2020

What Covid-19 has Taught Telecoms about Customer Experience Management. Throughout the pandemic a broadband connection has been the only way for many of us to socialize, check on our loved ones, work and learn. . Customers are just as willing to switch providers during Covid-19. Stephanie Clarke. Mon, 09/28/2020 - 16:27.

Customer Experience Management 52

Customer Experience Management Omni-Channel Self Service Customer Experience 52

Comm100

JUNE 7, 2016

If you read our last post, How to Prevent Difficult Customers in Retail: Online , you know we believe that when it comes to difficult customers, prevention is key. And just like in your online store, customers have plenty of room to grow difficult in a brick and mortar setting. Communicate Return Policies Effectively.

Retail 102

Retail Self Service How To Policies 102

datastax

FEBRUARY 19, 2019

4G boosted mobile internet latency so people could rapidly download movies on their phones and shop without glitches, but 5G promises to take things to the next level with network speeds that will ramp up IoT connectivity , allow for a wider range of services, and provide opportunities for new, disruptive business models. READ NOW.

Data 79

Data Strategy Management Wireless 79

Alliance by IFS

JUNE 2, 2015

Service has become a critical source of revenue, but at many companies there is still a big disconnect between the service organization and the sales infrastructure that could be impeding revenue growth and leaving customer needs unaddressed. These delays and disconnects mean that you may be leaving money on the table.

Sales 50

Sales Multi-Channel Training Technology 50

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change? Dismissing the Human Factor.

Trends 53

Trends Customer Experience Comparison Loyalty 53

Beyond Philosophy

SEPTEMBER 6, 2016

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. Companies can achieve a higher, more attractive cost/benefit ratio for customer acquisition and advocacy efforts.

Multi-Channel 60

Multi-Channel Consulting Study Customers 60

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them. Apologizing for Poor Customer Treatment.

Examples 216

Examples Customer Service Representative Customers Customer Service 216

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. An unhappy customer will switch.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

COPC

NOVEMBER 5, 2021

hosted as part of this fall’s Execs In The Know’s Customer Response Summit. During the interactive workshop, customer experience (CX) leaders from over 40 top brands collaborated on how their organizations are reevaluating and redesigning their outsourcing strategies this year and next.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management.

Contact Center 52

Contact Center Call Center Training Management 52

Uniphore

JANUARY 21, 2022

In the wake of the global pandemic, customer experience (CX) has risen to new prominence as more patients and members are interacting with healthcare service providers remotely. What digital customers are seeing often isn’t pretty: complex processes, redundant steps and time-consuming resolution journeys. But does it have to be?

Healthcare 147

Healthcare Analytics Self Service Consumers 147

Avaya

JANUARY 26, 2018

Under the 2004 MiFID directive, there was no mandatory requirement to record communications involving client orders. To ensure fairer, safer and more efficient financial markets, MiFID II now requires firms to record communications (both phone and electronic) for the following investment services: Reception and transmission of orders.

Financial 51

Financial Contact Center Call Recording Communication 51

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. The main goals of the MiFID II are: Customer protection.

Financial 46

Financial Government Banking Policies 46

Comm100

NOVEMBER 2, 2017

As he pulled up to my destination, Rodrigo asked only one thing of me: “If you wouldn’t mind filling out the customer satisfaction survey and rating my service today, I would really appreciate it,” he said. What is a Customer Satisfaction Survey? These surveys can reach customers as any of the following: Emails.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

CSM Magazine

SEPTEMBER 28, 2015

Meineke will present a fascinating session titled “Delivering High Performance, Personalized Brand Experiences to Customers,” at the 5th annual Engagement & Experience Expo presented by Loyalty360 – The Loyalty Marketers’ Association, which is set for Nov. 9-11 in Dallas, Texas at the Hilton Dallas Lincoln Center.

Engagement 40

Engagement Customer Experience Case Study Loyalty 40

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service.

Call Center 59

Call Center Self Service Software Contact Center 59

North Highland

MAY 28, 2019

Discussions throughout the 3-day conference highlighted the need to continue to strive to ensure the customer is at the center of strategic business decisions. We were fortunate to have great audience attendance and participation – which I think points to the continual challenge of this issue in the community.

Chief Customer Officer 40

Chief Customer Officer Conference Banking Employee Experience 40

RapportBoost

NOVEMBER 15, 2018

At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. For starters, the emphasis for call centers and customer service teams to employ “omnichannel” solutions took center stage. By Tony Medrano and Scott Moberly.

Training 71

Training Call Center Telecommunications Exercises 71

Beyond Philosophy

MARCH 3, 2016

This often minimizes customer selection of vendors. So, aren’t BtoB customers more often “trapped” into supplier relationships compared to their BtoC customer counterparts? Twenty years ago, in their 1994 white paper entitled “Customer Loyalty:Toward an Integrated Conceptual Framework,” academics Alan S.

Consulting 60

Consulting Loyalty Advertising Analysis 60

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Avaya

AUGUST 4, 2016

Keeping communication systems running at peak performance often includes a great partner with a deep bench of experts with experience in many complex situations. At Avaya, we’re engaging in a proactive support dialogue to help our customers avoid complexity from the outset. Avoid Costly Communications Outages.

System 40

System Analysis Software Communication 40

SurveySparrow

APRIL 11, 2021

The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. . You gain your prospective customer, aka buyer’s trust, move them from the top of the funnel to its bottom.

Strategy 98

Strategy How To Effort Score Social Media 98

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand. Today’s consumer wants choice.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162