Comm100

MAY 13, 2016

60% of consumers decided against conducting a business transaction due to a poor service experience , according to a 2014 report conducted by American Express. It’s clear that failing your customers, no matter how difficult they are, can lose your company a great deal of business. So how do you deal with difficult customers? The first step is to identify the type of difficult customer you are working with.

Self Service 103

Self Service Examples Customers Meeting 103

Ian Williams

MAY 13, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke about firing customers, however then evolved his thinking to that of the idea of ‘rating’ custom

Comparison 74

Comparison Course Customers Conference 74

Topdown

MAY 13, 2016

Customer experience (CX) is all about how your customers perceive the interactions they have with your company. There are three main factors to customer experience: ease, effectiveness and emotion. How easy is it for customers to achieve their goals? How effective , efficient and comprehensive are you at meeting their needs? And how does the customer feel about your company as a result?

Customer Experience 55

Customer Experience Software Meeting Customers 55

Tricia Morris

MAY 13, 2016

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. According to Forrester Research , online self-service is now the most-used channel for customer service over any other channel including phone and email.

Self Service 53

Self Service Customer Service Knowledge Base Consumers 53

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Talkdesk

MAY 13, 2016

Sales development representatives (SDRs) are tasked with the challenging job of convincing prospective customers that their product or service is the best possible solution to all their problems. While all SDRs are guaranteed have the experience of doors slamming in their faces, the truth is that sales is often a numbers game, and some doors will remain open for them.

Sales 40

Sales Call Center Technology Software 40

Forrester's Customer Insights

MAY 13, 2016

As a customer insights / analytics / digital measurement pro, do you experience any of these challenges? And what can you do right now to make progress with them? Read more Categories: #big data. Analytics. communications. digital.

Communication 20

Communication Analytics Customer Insights Measurement 20

Forrester's Customer Insights

MAY 13, 2016

As a customer insights / analytics / digital measurement pro, do you experience any of these challenges? And what can you do right now to make progress with them? Read more Categories: #big data. Analytics. communications. digital.

Analytics 20

Analytics Customer Insights Communication Measurement 20