Tue.May 17, 2016

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A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

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IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The brand name change is part of a strategic initiative by IMP Group to grow all of their customer service operations through the strength of the internationally-recognized, award-winning Blue Ocean brand, acquired in 2015, while leveraging the experience and attributes of the Bathurst Customer Care team to support that growth.

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The Audi CX Transformation, with Mark Ramsey – CB5

Customer Bliss

Episode Overview. THE WORLD’S LARGEST CUSTOMER EXPERIENCE EVENT IS BACK. For Episode 5 of The Human Duct Tape Show — a special one for me, because it comes out during #CXWeek — I speak with Mark Ramsey, the General Manager of Audi Experience, about why Audi made the move to blend their operational customer experience and digital experience responsibilities under one leader.

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Comparing Perceived Value Drivers For Employees and Customers

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Some may remember an episode of ‘90’s sitcom ‘Murphy Brown’ in which Candace Bergen, as Murphy, is viewing a focus group about her news program, FYI , through the two-way mirror. In a key scene, focus group participants are asked to describe the personalities and presentation styles of various members of the program – beginning with Corky, Frank, and Jim; and they do so in positive, glowing terms.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Structuring Customer Success - What Works, What Doesn’t

Amity

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. Customer Success has come a long way in just a short amount of time. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. While there isn’t a one-size-fits-all approach to creating the “perfect” structure for Customer Success, we’ve decided to dedicate

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The Distance between Terrible and Excellent Customer Experiences

Andrew Mcfarland

Most customer experience professionals would rather invest time in creating an amazing experience, than spend time recovering from ill-designed or poorly executed customer journeys. All the good intentions in the world yield very little if the journey leads to the.

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CX Strategy Success 101: Are you speaking the same language?

ForeSee

For years, marketing professionals and successful business leaders have come to the conclusion that improving customer experiences requires measuring and understanding that experience. And yet, at the same time we’re. The post CX Strategy Success 101: Are you speaking the same language? appeared first on ForeSee.

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Introducing Talkdesk Predictive Customer Analytics: Customer Sentiment Score (CSS)

Talkdesk

This guest post is written by Talkdesk Product Manager Ernest Wong. Today, we’re announcing Customer Sentiment Score (CSS), a new kind of call center feature that allows companies to understand customer sentiment as well as predict potential customer unhappiness and proactively address it. Details of the new feature, which is currently available in beta, were unveiled at the Opentalk Summit today in San Francisco.

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6 Tips to Improve Customer Service in Digital Age (Infographic)

Provide Support

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Understanding the importance of good customer service is essential for any business when looking for new customers, retaining loyal customers and developing relationships with prospective customers.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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“Uber For X”: The X Doesn’t Stand For Experience

Forrester

An on-demand startup called Peach began delivering lunch to my office recently. Depending on the day, I can order mango chicken curry, mushroom tacos, or eggplant rollatini and Peach will deliver it at lunch time for about ten bucks. I don't know about you, but $10 a day for lunch is a bit steep - have you seen the cost of day care lately? But when the only other option is a mediocre on-site cafe, Peach starts to look better by comparison, and with great customer service: when a colleague's lunc

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LIVE: Opentalk Product Announcements

Talkdesk

May 17th will go down as one of the most important days in Talkdesk history. As a company, we’ve hit a major milestone: hosting our inaugural Opentalk conference. But today is not just about Talkdesk the business. Today is also about Talkdesk the product. We announced a suite of updates, new features, expanded integrations and other advancements to our award-winning cloud-based call center software today.

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Customer Service of the Year Awards – Open for Entry

CSM Magazine

The time has come to gain industry-wide recognition of your commitment to customer service by entering this year’s Customer Service of the Year awards. The awards celebrate companies that go the extra mile for their customers, recognising organisations that put customer service at the heart of their business. In addition to the opportunity of winning a major award, companies who enter also receive a unique and valuable market research report based on mystery shopping experiences, online, o

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New Talkdesk for Slack Integration

Talkdesk

Note: Starting May 18, this integration will be in open beta. You can find the listing on the Slack App Directory. Today, we’re proud to add another powerful integration to the list of 25+ business apps we already integrate with. Introducing: Talkdesk for Slack. As one of the most popular communication platforms in the market, Slack has revolutionized the way teams interact with one another.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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The Mom Test: How to learn insights from customers when everyone is lying to you

MyCustomer

Voice of the Customer. How The Mom's Test can improve customer feedback.

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Full Coverage of Opentalk 2016

Talkdesk

May 17th is finally here! Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Sadly, it’s too late for you to come to the event itself! That means you’ve missed the mingling, the refreshments and the attendee experience.

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Reinventing Digital Marketing and More | CMO Perspectives (17th May, 2016)

Customer Interactions

As marketers we face daily challenges; how to get CX right for the multidevice consumer [CMO.com]; how B2B companies can focus on CX and not their brand [Skyword.com]; Are you really listening to your customers or do you just think you are [Customerthink.com]. It’s never ending, but thank goodness we have brilliant content publishing sites and thought leaders, like Mindi Chahal [MarketingWeek.com] and Josh Steimle [Joshsteimle.com], to help us through this mire.

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LIVE: The Best of Opentalk Social Media

Talkdesk

Talkdesk’s inaugural customer experience summit is under way. It’s going to be a tremendous event and we hope you’re here to live it with us! But, in case you were dragged away by wolves and couldn’t make it, we’ll be live blogging today and posting Opentalk content from now until Opentalk 2017. You can check out our content hub at Opentalk Full Coverage.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Art Center x dscout

dscout People Nerds

Design students dive into dscout’s version of digital ethnography.

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Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland Blog

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

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The 12 Laws of #CX Karma That Will Change Your CX

CX Journey

Image courtesy of Hoodie Dog Do you know the 12 Laws of Karma? And did you know they can be applied daily to your customer experience efforts? If not, no worries. Read on, and I'll define them for you and tie them to this CX world we live in. I came across them recently and thought that these made sense - for life and for your customer experience. It's interesting that we always associate karma with bad things, i.e., payback for something bad someone did.

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Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland Blog

According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And that’s true for all connected wearables (e.g., watches, glasses, health devices). The next big thing, says Cooper, is technology that keeps devices charged without our involvement.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Announcing Talkdesk Omnichannel

Talkdesk

Today, we announced Talkdesk Omnichannel, our multichannel customer communication platform including voice, SMS and video. We created Talkdesk Omnichannel to enable our users to interact with their customers wherever they feel most comfortable. Why did we create Talkdesk Omnichannel? Customer communication is being radically rethought. Gone are the days when simply answering a customer’s question was enough.

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How to Engage Millennials at Work {Infographic}

Michelli Experience