When Responding to Online Reviews, Keep HIPAA Guidelines in Mind

ReviewTrackers

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. When Responding to Online Reviews, Keep HIPAA Guidelines in Mind . Customer Feedback

Why Customer Service Employees Need Guidelines Not Just Rules

CSM Magazine

The way they react to situations is also unique and if you’re trying to offer great customer service, you have to be flexible enough to respond to their needs. So, apart from rules that tell an employee what they can or can’t do, it’s also essential that employees have guidelines as well.

Top 3 Change Management Guidelines for Your CCM Migration

Quadient

Recently, I wrote about how Quadient’s new AI, ML and NLP-based technology can help in the RFP writing process by reading through thousands, or even millions of your customer communications to analyze how your applications can be best grouped as you create the customer communication portfolio of the future.

Bill Hogg: 4 Steps to GIVE Exceptional Service and Utilize Service Guidelines

Bill Quiseng

I have been an avid reader of his blog where he writes about “the critical relationship between leadership, employee engagement and delivering an exceptional customer experience as a competitive advantage.” 4 Steps to Provide Exceptional Customer Service. Customer Service

3 guidelines for survey invitations to increase response rates

Enalyzer

For example, instead of Answer our Customer Satisfaction Survey, try: Leonora, have you ever felt let down by Pure Digital? This boils down to our last guideline: motivate your respondents. You’ve invited 500 respondents by email to your survey. So far, only 17 people have opened your survey – and only 12 people have completed your survey, not even a measly 3% of your target group.

New Guidelines on Consumer Engagement and Data Privacy

Natalie Petouhof

And while that is appreciated, there are hundreds of vendors who are counting on consumer / customer data to provide personalization. Constellation Research, Covering Marketing, Sales and Customer Service to Provide Great Customer Experiences. Big Data Customer Experience Digital Disruption Dr. Natalie's Blog privacy @drnatalie constellation researc consumer data and privacy Consumer Engagement Principles customer data and privacy digital business natalie petouhoff

Customer Service Rules vs. Guidelines: Lessons about Customer Service

Customer Interactions

When it comes to customer service, the words policies and rules may not be the best choice of words for creating a customer focused environment. Sometimes “company policy” drives me crazy. Often policies are perceived as unbendable rules.

The 10 Commandments of a Customer Service Religion

Provide Support

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. But what makes up for a good and efficient customer service?

Set the tone for exceptional customer service!

Customer Enthusiast

Earlier this year, Software Advice, an online firm that reviews customer service software, published a new study , based on responses from more than 2,000 consumers, that examines the impact of a support agent’s tone and language on customer satisfaction.

3 Ways to Provide Success When Handling Rude Customer Interactions

NICE inContact

As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like 5-year-old daughter, I had a revelation: Dealing with rude customers in the contact center can be similar to this challenge. As customers get more frustrated — whether it’s a product not working correctly, not reaching resolution, or any number of triggers — logic seems to exit the building. Emotions rise, and customers eventually want one thing: gratification.

5 Ways to Empower Teams to Deliver Great Customer Service

Kayako

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Often front-line teams have an excellent pulse on the customer’s wants and needs.

When and How to Develop Customer Service Material

GetFeedback

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. When to develop customer service material.

How to Design Your Website for the Best Customer Experience

GetFeedback

With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Benefits of great customer experience. Omnichannel customer servicing. Customer feedback collection.

How To 297

Scaling Your Business Without Alienating Customers

360Connext

Much of outr time gets eaten up by things like recruiting, helping customers, paying bills, invoicing, banking, scheduling and ordering lunch. You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you.

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today’s interactions. Brands have to remember that social media is a social space that’s inherently customer-centric.

10 Steps to start your Global CX Program

MaritzCX

Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. The following ten steps are a guideline to a successful start of your global CX program: 1. To be successful, such a program needs to deliver against very different needs, from the head office to local markets. Define what global means to your organization This. View Article

3 Events Paved The Path For The Customer Experience Discipline

Kerry Bodine

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience?

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

5 Quick Ways to Support the Busy Customer

Kayako

There is a little irony that those of us in the customer service space have been observing since customer support first went online: Customers have become more impatient. Initially, customers wanted to be able to resolve their issues over email. Set guidelines.

5 Ways to Create Social Media Advocates

MaritzCX

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

5 Ways to Create Social Media Advocates

MaritzCX

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

Call Center Quality Assurance Solutions For Tip-Top Customer Service

PlayVox

Great customer service requires clear guidelines and knowledgeable staff. For a variety of reasons, your agents might not deliver the customer service you need them to. Customer ExperienceYou have to know and clearly define what you need from your agents.

How To Capitalize On Customer Feedback

Comm100

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! How to Collect Customer Feedback.

No Joke! The Role of Humor in Customer Experience

Michelli Experience

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers?

Execs Still Don’t Get Customer Experience

360Connext

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. Were any of us, really, surprised as customers?

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps?

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory.

You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

How satisfied your customer is can depend on a lot of things: your product, your customer support team, your marketing and advertising, your branding, their interactions in your store, your website, your in-store staff… the list goes on. When to use customer satisfaction surveys.

How Documented Procedures Can Make Your Customer Support More Effective

Kayako

Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. Consider the case of former Engadget editor-in-chief Ryan Block who called customer retentions to cancel his contract with Comcast.

8 Reasons Why Customer Service Will Never Be Perfect

Steve DiGioia

So, you must realize that your customer service will never be perfect either. Our customers expect us to be perfect, right? First, let’s look at 8 reasons why customer service will never be perfect. Today’s customer is informed in ways not dreamed of just a few short years ago.

7 Key Steps for Your Customer Service Team’s Complete Learning Program

PlayVox

Building a learning program for your customer service team isn’t something to take lightly. Providing your customer service team with all the learning it needs to perform at its best demands a lot of time and energy.

Building a Culture of Customer Care Isn’t Easy

Kayako

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.

10 Steps to start your Global CX Program

MaritzCX

Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. The following ten steps are a guideline to a successful start of your global CX program: 1.

10 Steps to start your Global CX Program

MaritzCX

Implementing a locally and globally effective, yet efficient customer experience(CX) program doesn’t come easy. The following ten steps are a guideline to a successful start of your global CX program: 1.

Customer Experience Repeat Daily: Love the Customers Not the Rules

Kate Nasser

Want customers to love your business? Everyone in customer experience repeat daily, love the customers not the rules. You can show care and still work within guidelines. Latest from Kate Nasser, The People Skills Coach™.

Technology Based Solutions to Enhance Customer Retention Strategies

TechSee

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button. Customer churn formula.

Customer service may rule, but rules in customer service don’t

NewVoiceMedia

Even while on vacation with my family, I can’t help but take note of the customer service – or lack thereof. Can you see the obvious customer service lessons in these interactions? First, rules should be made to take care of customers, not simply for the convenience of the business.