GetFeedback

SEPTEMBER 20, 2016

When we (a survey company) discovered the flaws in our first CSAT surveys, we set out to find a reliable formula for measuring customer satisfaction.

Survey 195

Survey Customer Satisfaction Measurement Company 195

Customer Bliss

SEPTEMBER 20, 2016

Episode Overview. Tish Whitcraft is what we call a serial Chief Customer Officer, or CCO. She has held a version of this role in over four technology driven and internet companies, including Yahoo, MySpace, and OpenX. In our conversation, Tish walks us through her expanded version of the CCO Role. In her mind (“in her humble opinion”), it’s a mix of the newly-established CCO role and the long-tenured COO, or Chief Operating Officer, role.

Chief Customer Officer 167

Chief Customer Officer Tips Leadership Resources 167

CX Journey

SEPTEMBER 20, 2016

Image courtesy of real ramona Is your organization suffering from silo-itis? If you answered that question with a "yes," you're absolutely, 110% not alone. Unless your company was intentionally built from the ground up to not function in silos - and you're lucky, and unique, if it was - then silos are an issue for you and for your customers. We all know how detrimental silos can be not only to the customer experience but also to an organization.

Customer Experience 159

Customer Experience Multi-Channel Government Customer Journeys 159

GetFeedback

SEPTEMBER 20, 2016

When we (a survey company) discovered the flaws in our first CSAT surveys, we set out to find a reliable formula for measuring customer satisfaction.

Survey 150

Survey Customer Satisfaction Measurement Company 150

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

ShepHyken

SEPTEMBER 20, 2016

Shai Berger on Improving Customer Support. Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo , Shai Berger about improving customer support. They discuss some of the friction points customers have when dealing with companies, and Shai offers great tips and solutions for eliminating these pain points. Do you want to provide a better customer support experience?

Call Center 0

Call Center Tips Innovation Customer Experience 0

Avaya

SEPTEMBER 20, 2016

Welcome to the third in my series of videos addressing some of the more advanced Avaya Breeze ™ techniques. Here, I add multimodal communications (SMS text and email) and parallel gateways to a Breeze Snap-in. To make things a tad more exciting, I then launch my Snap-in with a RESTful web services call from Google Postman. Continue with the advanced series: Part 1: Error Processing and Boundary Events.

Engagement 62

Engagement Video Communication System 62

Amity

SEPTEMBER 20, 2016

Saas Tattler Issue 93 - The Right and Wrong Ways to Onboard Your Customers. Onboarding, onboarding… everyone in SaaS knows this is a vital step. What a better way to ensure your customer values your service than to start off the relationship on the right foot? Because there is so much to say about the right and wrong ways to do it, we’ve dedicated this week’s SaaS Tattler to customer onboarding.

Roadmap 61

Roadmap Tips B2B Customer Success 61

Customer Enthusiast

SEPTEMBER 20, 2016

I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long, drawn out accounts of customer service stories – whether chronicling heroic triumphs or abysmal failures. Let’s face it: we all have plenty of experience with both. And while the details of our stories may differ, the emotions experienced are eerily similar.

Airlines 60

Airlines Transportation Hospitality Retail 60

Magellan Solutions

SEPTEMBER 20, 2016

Outsourcing has been utilized by many businesses around the world for over a decade now, but some business owners still have wavering opinions as well as basic questions about this. So let’s start from the basic. How to outsource a customer service call center? First, determine what type(s) of customer service you want to outsource and what are your requirements for that.

Call Center 59

Call Center Customer Service Telecommunications How To 59

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Blueshift

SEPTEMBER 20, 2016

In this series, we cover the common pitfalls all marketers face at some point when scaling personalization in their triggered marketing. From emails to mobile push notifications to SMS to display retargeting, the common platforms used today to market across channels begin to lose efficacy when organizations try to personalize their communications to an ever […].

Communication 40

Communication Marketing 40

COPC

SEPTEMBER 20, 2016

Your call center is one of the best windows into the customer experience. Customers gift your company bits of information with every interaction. When your call center gathers and analyzes this rich data, you are able to turn it into valuable business intelligence. This information can be leveraged by many parts of your organization to improve the customer experience and increase brand loyalty.

Call Center 40

Call Center Customer Satisfaction Return on Investment Analysis 40

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Now Europe will be able to experience CCW, the main destination where customer care, service and experience professionals unite to learn, be inspired and make long lasting relationships. CCW Europe will take place on 20th – 22nd March 2017, in London to invigorate and prepare delegates to make immediate improvements to their contact ce

Omni-Channel 40

Omni-Channel Case Study Customer Centricity Study 40

Customer Interactions

SEPTEMBER 20, 2016

Mastering These Gives You a Direct Line to Satisfaction

Customer Experience 43

Customer Experience Customers 43

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience

Myra Golden

SEPTEMBER 20, 2016

I had to take my daughter’s phone from her last week. I don’t like that I had to do that, but I had a responsibility to take her phone. We have a rule in our house. Having a smartphone is a privilege and certain actions can result in a phone being taken away. One of those actions is a grade of a C or lower. My daughter’s Pre-AP Algebra 2 grade dropped to a 77%.

Policies 40

Policies Tips Call Center How To 40

Michelli Experience

SEPTEMBER 20, 2016

Culture 169

Culture Infographics Customer Experience Customers 169

Myra Golden

SEPTEMBER 20, 2016

I had to take my daughter’s phone from her last week. I don’t like that I had to do that, but I had a responsibility to take her phone. We have a rule in our house. Having a smartphone is a privilege and certain actions can result in a phone being taken away. One of those actions is a grade of a C or lower. My daughter’s Pre-AP Algebra 2 grade dropped to a 77%.

Policies 40

Policies Tips Call Center How To 40

Vonage

SEPTEMBER 20, 2016

The customer/company relationship is just that, a relationship. It’s one that is difficult to maintain and carries high expectations. On one hand, customers want to feel that they have a close, unique, real relationship with your brand. While on the other, they want to hold onto their independence and avoid feeling smothered. When a customer calls, they’re most often looking for help and want the quickest resolution to their problem with as little friction as possible.

Omni-Channel 243

Omni-Channel Self Service Infographics Poor Customer Service 243

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data