Who's Your Gladys?

JULY 7, 2016

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. Here’s a great example of what not to do. I had 10 minutes to squeeze in a quick call. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys?

Customer relationships 179

Customer relationships Customers Sales Examples 179

Customer Bliss

JULY 7, 2016

My goal in coaching leaders and bringing them together is to create an engaged community that learns from one another. Fearlessly, with no holds barred. That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 141

Customer Experience Customer Journeys Chief Customer Officer Insurance 141

CX Journey

JULY 7, 2016

Today I'm pleased to share a guest post by Vit Horky of Brand Embassy. Isn’t science awesome? As Bill Nye said, the great thing about it is that it’s true, whether you believe it or not. That’s why I’m so excited about the new research showing that our decisions are guided by emotions in ways we never imagined. This has the potential to completely revolutionize the way we think about customer service.

Customer Experience 146

Customer Experience Social Media Customers Contact Center 146

NICE inContact

JULY 7, 2016

One of the most vital components of any contact center is the training department. No matter what kind of center you operate, it’s critical that those interacting with customers possess and maintain a solid understanding of the overall business, as well as its practices and procedures. Having an in-house training team provides a myriad of benefits to any center.

Training 122

Training Contact Center Measurement Survey 122

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Heart of the Customer

JULY 7, 2016

We often get calls from organizations who want to hold a journey mapping workshop, but have no time or budget for research. Our willingness varies depending on what the client is looking to accomplish. There are times when a workshop is absolutely the best journey mapping methodology – and times when it’s a train wreck. […]. The post The best (and worst) uses of journey mapping workshops appeared first on Heart of the Customer.

Customer Journeys 68

Customer Journeys Training Customers Customer Experience 68

Topdown

JULY 7, 2016

DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Topdown was one of only 19 companies in the huge customer experience solution marketplace to be profiled in the publication.

Strategy 59

Strategy Company Customer Experience Customers 59

ForeSee

JULY 7, 2016

It’s summertime, and while the rest of us are barbecuing, retailers are already planning their holiday strategies. I thought it might be useful to take a look back at some. The post Christmas In July: What Retailers Should Know About The Lure Of The Deal appeared first on ForeSee.

Retail 63

Retail Strategy Customer Experience Customers 63

Amity

JULY 7, 2016

These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

How To 48

How To Social Media Feedback Customers 48

Daniel Group

JULY 7, 2016

Have you ever expressed interest in a product online but were never contacted by the company? I recently visited a website seeking a specialty product for recreational vehicles. (Since I travel a good deal by RV and am always looking. Read More. The post The Hanging Customer and Other Lost Opportunities appeared first on The Daniel Group.

Travel 45

Travel Groups Customers Company 45

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Communication

Amity

JULY 7, 2016

These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

How To 48

How To Social Media Feedback Customers 48

Talkdesk

JULY 7, 2016

When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company. What does an excellent customer service representative look like? It’s complicated. The resume of a great rep varies based on many factors.

Customer Service Representative 40

Customer Service Representative Customer Service Call Center Software 40

Amity

JULY 7, 2016

These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

How To 48

How To Social Media Feedback Customers 48

Strativity

JULY 7, 2016

Let’s talk about eggs. If we go to Albertsons or Shop Right and purchase a dozen eggs, the price will be $2.59. If we opt for a cage free eggs at Whole Foods, we are looking at a price tag of $4.99 or more. This is nearly a 100% increase in the price of eggs. By my own calculation, both eggs will deliver the same amount of cholesterol to my body, and the omelet I will make of them will most likely taste the same.

Customer Experience 40

Customer Experience Customers 40

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Amity

JULY 7, 2016

These days, customers expect a lot from businesses. Simply offering a great product or service at a competitive price isn’t enough. You need to go beyond that to really stand out from your competitors and bag yourself a loyal customer. Great customer service is a start, but you need to make your clients feel like you are on the same team. You need to take them from being a mere customer and transform them into a “partner” of your business.

How To 48

How To Social Media Feedback Customers 48

Natalie Petouhof

JULY 7, 2016

Tweet. Whether your business is booming or you’re experiencing a lull in consumer spending, it is important to defend your position in the market and remain competitive. Here are two key customer service trends that can help your company gain an edge over the other guys. Treat employees well. Perhaps the easiest, yet most overlooked, way to be competitive is to simply treat your employees well.

Call Center 40

Call Center Contact Center Competitive Advantage Entertainment 40

The DiJulius Group

JULY 7, 2016

Your Best is Unacceptable This may sound mean or unsympathetic, but one of my least favorite sayings is “I gave my best.” To me, it is an unacceptable crutch. I don’t want to hear it. My personal feeling is this: when the goal is to accomplish greatness, go where no one or team has gone […].

Customer Service 40

Customer Service Customers 40

Customer Interactions

JULY 7, 2016

Culture, Connectivity and Simplicity Hold the Key to Customer Experience Success

Culture 30

Culture Connections Customer Experience Customers 30

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Kayako

JULY 7, 2016

When you call in to speak with the customer service team of a cable company to cancel your contract, you might expect some hiccups, but overall would expect it to be relatively easy. Perhaps the customer support agent might try to plead with you to not cancel your contract, but ultimately they should respect your request. But not for former Engadget editor-in-chief Ryan Block.

Customer Service 169

Customer Service Competitive Advantage Hotels Social Media 169

Myra Golden

JULY 7, 2016

My family and I vacationed out west last week. We went to Albuquerque, spent 3 days there, then went on to Phoenix. We took a tram up to the top of Mount Sandia, we toured Sedona, went off road in a Jeep to hike the White Mesas; we visited a museum, spent a full day at the Grand Canyon and we had some amazing food. My husband chose all of the restaurants, insisting only on local cuisine.

Customer Experience 45

Customer Experience Travel Engagement Customers 45

Strativity

JULY 7, 2016

I recently played in a pickup basketball game when I was exposed to an excellent customer strategy. An unusual place for such a revelation, right? I came to the game not knowing the other participants but they needed an extra player, so I joined. We played for about 45 minutes and the whole time I kept thinking my teammate looked familiar, but I didn’t want to say anything.

Strategy 40

Strategy Customer Experience Customers Connections 40

Myra Golden

JULY 7, 2016

My family and I vacationed out west last week. We went to Albuquerque, spent 3 days there, then went on to Phoenix. We took a tram up to the top of Mount Sandia, we toured Sedona, went off road in a Jeep to hike the White Mesas; we visited a museum, spent a full day at the Grand Canyon and we had some amazing food. My husband chose all of the restaurants, insisting only on local cuisine.

Customer Experience 45

Customer Experience Travel Engagement Customers 45

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