GetFeedback

SEPTEMBER 1, 2016

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

Customer Satisfaction 195

Customer Satisfaction Metrics Customers 195

Experience Matters

SEPTEMBER 1, 2016

Last year, Temkin Group had a great time celebrating CX Day. This year, CX Day will be held on October 5th and we’re planning another exciting celebration. Temkin Group has labelled 2016 The Year of the Emotion for customer experience. As you’ll see below, we’re continuing that theme in our CX Day plans: Thought leadership video: Bruce will interview renowned author and thought […].

Leadership 213

Leadership Video Groups Customer Experience 213

Customer Bliss

SEPTEMBER 1, 2016

I wanted to talk for a quick second about strategic management in customer experience. If you’ve been listening to my podcast — and the next episode is No. 20, which is crazy — you’ve probably heard many CCOs and other senior customer experience leaders talk about strategic management. I’ve been blessed to have some great guests who really “get” it, but over the years I’ve obviously also encountered people that miss the concept of strategic managem

Management 175

Management Chief Customer Officer How To Leadership 175

GetFeedback

SEPTEMBER 1, 2016

Happy customers become the repeat buyers who keep your business alive. Here are 5 reasons you should constantly monitor your customer satisfaction metrics.

Customer Satisfaction 150

Customer Satisfaction Metrics Customers 150

Speaker: Loreal Lynch, 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

Kayako

SEPTEMBER 1, 2016

The concept of collaboration is easily dismissed as a soft goal. Something that’s “nice to have” in team dynamics, but rarely considered critical to the bottom line. When we launched the new Kayako in July, we aimed to reverse that type of thinking. That’s why we introduced collaborators as a user role in Kayako—to help our customers work better together and break down silos between their teams.

Self Service 120

Self Service Sports CRM Customers 120

CX Journey

SEPTEMBER 1, 2016

How will you and your company be celebrating CX Day this year? CX Day is a celebration of customer experience professionals, those folks who work tirelessly to design and deliver a great customer experience to their customers. This day is meant to not only highlight the profession but also to continue to raise awareness of the importance of the customer experience.

Company 92

Company Customer Experience Professionals Customer Experience Management Customer Experience 92

Myra Golden

SEPTEMBER 1, 2016

I took my son to the pediatrician yesterday afternoon for his annual checkup. The nurse did a quick vision test and then recommended I take my son to an optometrist. I was hoping my son would be the one person in our family who did not need corrective lenses. In the car on the way home I called the eye doctor we’d used for my daughter a few months ago.

Training 45

Training Customer Service Training Video How To 45

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Why? If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

Myra Golden

SEPTEMBER 1, 2016

I took my son to the pediatrician yesterday afternoon for his annual checkup. The nurse did a quick vision test and then recommended I take my son to an optometrist. I was hoping my son would be the one person in our family who did not need corrective lenses. In the car on the way home I called the eye doctor we’d used for my daughter a few months ago.

Customer Service Training 45

Customer Service Training Training Connections How To 45

Advertisement

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.

Customers

Talkdesk

SEPTEMBER 1, 2016

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around. Here, we’ve compiled a list of five companies who stand out for providing great customer service: JetBlue.

Company 41

Company Customer Service Policies Customer Centricity 41

Service Strategies

SEPTEMBER 1, 2016

In this energetic webinar you and your team will gain a deeper understanding of the key issues and actions required to transition your organization to customer success. The post Brilliant Customer Success Webinar appeared first on Service Strategies.

Customer Success 40

Customer Success Customers Strategy Customer Experience Management 40

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet It’s a busy fall and I hope to see you all out there, whether in person or on a webinar. Here’s some of the places I will be: 1. Webinar: ROI of Social Customer Car e Sept 6th @clarabridge [link] #custserv #CX. (Here’s the report: [link] ). *. 2. Think ROI of Social #custserv can’t be calculated? Think again! Webinar Sept 13th @clarabridge [link].

ROI 40

ROI Report How To Management 40

Service Strategies

SEPTEMBER 1, 2016

On demand webinar hosted by Service Strategies. In this session titled Customer Success - Transitioning Tips for Top Performance, you will gain a deeper understanding of the key issues, opportunities, and appropriate actions required to transition your organization to customer success. The post Customer Success Tips for Top Performance – On Demand Webinar appeared first on Service Strategies.

Tips 40

Tips Customer Success Strategy Customers 40

Advertisement

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Brad Cleveland Blog

SEPTEMBER 1, 2016

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want … Continue reading → The post Adherence to Schedule Tips appeared first on Brad Cleveland.

Tips 26

Tips Culture Measurement Call Center 26

Kayako

SEPTEMBER 1, 2016

When you give your customers exceptional support, they are 4 times more likely to reward you with their loyalty. But what does exceptional support look like in 2016? You could use a helpdesk. But the truth is, helpdesks aren’t that helpful. Why? Because helpdesks encourage your staff to see customers as faceless support tickets. . But customers are people, just like you and me.

Customer Retention 127

Customer Retention Self Service How To Tips 127

Brad Cleveland Blog

SEPTEMBER 1, 2016

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 20

Tips Culture Measurement Call Center 20

LiveChat

SEPTEMBER 1, 2016

The lack of proper customer service training plan can lead to a bunch of support problems. If you don’t train agents properly, you can’t expect good customer service results. Agents that are not trained will often feel that their skills are not that valuable, leading to higher turnover rates. High turnover rates mean that you need to train more and more people each month.

Customer Service Training 47

Customer Service Training Training Customer Service Tips 47

Advertisement

Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Brad Cleveland Blog

SEPTEMBER 1, 2016

Adherence to schedule is an important performance objective for agents. It is within their control (when implemented appropriately) and measures if agents are available to handle contacts as scheduled. However, to ensure your approach is supporting the culture you want to establish, consider these suggestions for getting the best results: 1.

Tips 20

Tips Culture Measurement Call Center 20

Avaya

SEPTEMBER 1, 2016

Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going on in business communications? Why did you join Avaya? There are headlines galore about the current status and future of the business communications industry. It’s all been very interesting to watch. If I was merely an observer or if my knowledge of this space was limited to only what I read in the press, I might consider running far away from it all,

Communication 44

Communication Contact Center Net Promoter Score Culture 44

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query. They also want to be able to seamlessly move channels during the course of a conversation, without having to repeat themselves.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 48