Tue.Apr 18, 2017

5 Insights About Sourcing and Developing Strategic Partnerships

BlueOcean

Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking. The process extends from building and running an RFP competition, through delicate negotiations, and right down to crafting the service level agreement.

5 Ways to Create Social Media Advocates

MaritzCX

There’s tremendous power in customers advocating for your brand via “word of mouse,” and many companies are wondering how to harness the customer feedback collected through surveys to bolster their company’s online presence.

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5 Local Marketing Strategies for Non-Local Businesses

Grade.us

Do you remember the shame? The feeling of rejection inside you when others decide you’re not good enough? It’s something almost all of us go through. We all want to be part of the group. We all want to fit in.

Great Service is Like a Puzzle

Wired and Dangerous

Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

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Connecting Hiring, Training and Coaching

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland coaching hiring leadership training

Why You’d Better Care About Social Customer Care - Frank Reactions

Tema Frank

Social Customer Care is Scary, But Inevitable. Companies that try to ignore what customers are saying online are doomed. Social customer care is now at least as important as a call center. I won’t lie to you: there’s a lot that can go wrong when you are interacting with customers online.

Personalizing customer interactions builds loyalty

Jacada

If you are able to treat customers as individuals by personalizing their experiences, they will reward your dedication with loyalty of their own. Read More. Jacada Blog

Amazing Business Radio: Amy Downs

ShepHyken

Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? If not, maybe you should!

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Chalk Marketing Up To Experience. Customer Experience, That Is

ResponseTek

We all know it’s hard and expensive to get new customers. So why is it that once they’ve got them, some companies pay so little attention to them? Digital transformation has empowered consumers. They now have more choices, higher demands and better ability to switch vendors. Today ’s empowered customers no longer purchase products; they buy experiences. They engage with brands that deliver what they need, when they need it, regardless of the delivery mechanism or channel.

HPE Software : Moving NPS® Beyond “Just A Metric” [Interview]

CustomerGauge

CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. His official position is Master Strategist, leading multiple analytical projects, driving strategy and innovation, and providing intelligent business insight. We […].

Why CX and OCM Make Such Good Partners

West Monroe

Following up on a previous blog where I talked about customers not wanting us to hide the word “change,” I jumped at the chance to co-author this blog with a colleague in our Customer Experience (CX) Practice.

Things to Know about Differences Between Customer Support and Customer Service

LiveChat

Most business owners don’t bother thinking about the difference between customer support and customer service. Even Google makes no difference between the terms. If you use Google to search for customer support, you’ll get results that include the term service, too.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

How to Increase CSAT with Micro-Training

ResponseTek

Agent knowledge is often identified as a key driver of overall CSAT. What does this mean for your organization?

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

5 Ways To Expand Your Business With BPO Services

Magellan Solutions

Business expansion is always top of mind for the most ambitious and driven entrepreneurs. Whether they are managing a startup, SME or large corporation, expanding their operations is a common long-term goal.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

YMCA Quirk’s Cover Story

Heart of the Customer

Journey mapping is worthless without the organizational focus to improve. This article shares how the YMCA of the Greater Twin Cities used journey mapping to better retain their Millennial customers. The post YMCA Quirk’s Cover Story appeared first on Heart of the Customer. Customer Experience Customer Journey Map Employee Engagement

3 jours de démos : retour sur notre première journée à Stratégie Clients en vidéo !

Eptica

Date: Tuesday, April 18, 2017 Author: Anne-Claire Bellec 3 jours de démos : retour sur notre première journée à Stratégie Clients en vidéo ! Published on: April 18, 2017. Author: Anne-Claire Bellec Tags: news produits Categories: news produits. Share this page on: Tweet. Categorie(s): news produits

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Temkin Well-Being Index for U.S. Consumers Jumps To Highest Levels

Experience Matters

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey […]. Customer experience

Publication de notre étude annuelle lors du salon Stratégie Clients !

Eptica

Date: Tuesday, April 18, 2017 Author: Anne-Claire Bellec Publication de notre étude annuelle lors du salon Stratégie Clients ! Published on: April 18, 2017. Author: Anne-Claire Bellec Tags: news bonnes pratiques tendances et marchés IA Categories: news bonnes pratiques tendances et marchés IA.

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How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Everything a student needs to know about complaints to colleges and universities

Helen Dewdney

A guest post by Ian Valentine. Currently, there are 115 ‘alternative education provider’ institutions for Higher Education in England and Wales, in addition to publicly funded colleges and universities. Unlike traditional universities, these institutions are not publicly funded.,

[Vidéos] 3 jours de démos Eptica au salon Stratégie Clients

Eptica

Date: Tuesday, April 18, 2017 [Vidéos] 3 jours de démos Eptica au salon Stratégie Clients. Published on: April 18, 2017. Author: Katy Le Tags: news produits Categories: news produits. Share this page on: Tweet. Categorie(s): news produits

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