ijgolding

OCTOBER 3, 2016

As someone who spent 17 years working in a corporate environment, I have experienced enough metaphors and analogies to last me a lifetime. Often, the use of both come across as either patronising, irritating, or indeed both!! That being said, in reality, I am actually as guilty as using them to get a point across as anyone else! If you are not fond of an analogy, then I suggest you spend the next five minutes of your time doing something else!!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry. Please download the full report for complete details. In honor of National Customer Service Week , let’s revisit a celebrated example of a CSR taking the “above and beyond” mantra to an all-time high: A Zappos

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Steve DiGioia

OCTOBER 3, 2016

…or does it even matter? This original article was written by Steve DiGioia. After your star performer quit and left you high and dry you insisted on keeping that manager position open for three weeks. Face it; your pride got the best of you. “How dare he walk out like that? Besides, we didn’t need him anyway”. Boy, how wrong you were. No emails went out about why he left and there was no mention to the middle managers of what happened.

Social Media 196

Social Media Course Study Management 196

Calabrio

OCTOBER 3, 2016

Your contact center agents are your company’s face to the outside world. They’re your frontline to your customers, the ones you trust to maintain those critical buyer relationships. But their jobs aren’t easy ones. And those roles are vulnerable to high turnover. It takes a special mindset to field complaints and calls, day after day. Without the right support, jobs like theirs can be physically, psychologically and emotionally draining.

Contact Center 174

Contact Center Tips Connections Training 174

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GetFeedback

OCTOBER 3, 2016

GetFeedback Analytics unlocks the power of your survey data. With real-time dashboards, you can track and share the metrics that matter most.

Analytics 150

Analytics Metrics Survey Data 150

Wired and Dangerous

OCTOBER 3, 2016

Greetings, Welcome to this special blog marking National Customer Service Week – October 3 – 7. We hope you are delivering special care and appreciation to your customers this week but also every other week. Most customer relationships don’t end in conflict. Most vanilla to death. For today’s wired and dangerous customer neglect is more dangerous than strife; indifference more costly than error.

Loyalty 156

Loyalty Customer Service Conference Policies 156

Customers That Stick

OCTOBER 3, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customers 164

Customers Customer Service Training Training Customer Service 164

Win the Customer

OCTOBER 3, 2016

One of the best ways to keep up with the competition – and even edge out in front of them – is to be flexible when it comes to your business strategies. Are you feeling a push to move ahead of the competition? Whether you’re a brand new company or you’ve noticed sales have been dropping, it’s time to compete better and harder than before.

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Social Media Sales Brands Marketing 133

Customer Bliss

OCTOBER 3, 2016

Guest Post by Lou Manfredini, Ace Hardware’s Home Expert and Center for Excellence Team Member, boasts more than 25 years of home improvement experience. . The new world of shopping. Let’s face it, the way we shop and buy things now is a lot different than it was even 5 years ago thanks to online ordering, buying through an app, writing online reviews – the list goes on.

Tips 107

Tips Customer Service Groups Industry 107

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Communication

Michel Falcon Experience

OCTOBER 3, 2016

I’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me. -Michel. The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon.

Employee Engagement 114

Employee Engagement Video Engagement Customer Experience 114

Heart of the Customer

OCTOBER 3, 2016

There’s nothing more powerful than a trusted advisor. Each of us has our go-to people we call for advice. While a trusted advisor could be a mentor or a past or current co-worker, valued suppliers can also become trusted advisors. This relationship doesn’t come easy, often taking years to develop the trust needed to play […]. The post In B2B Relationships, Being a Trusted Advisor Matters appeared first on Heart of the Customer.

B2B 102

B2B Customers Customer Experience 102

Alliance by IFS

OCTOBER 3, 2016

Optimizing the Omni-Channel Customer Experience. With new channels of interaction being explored by both customers and companies alike, the concept of the “omni-channel customer experience” has become a hot topic. For field service organizations, the impact is more far-reaching than the traditional definition of omni-channel – which states that customers should have a consistent experience across every digital interaction with a company.

Omni-Channel 88

Omni-Channel Self Service Customer Experience Social Media 88

Amity

OCTOBER 3, 2016

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Amity looks at CSM from the perspective of the tools and platforms CSMs need. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.

ROI 76

ROI System Roadmap Measurement 76

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Tips

natero

OCTOBER 3, 2016

“Customer Success is not just a buzzword at Freshdesk – it’s a growth driver.”. We are delighted to share that Freshdesk uses Natero's CSM platform to proactively manage Customer Success.

Customer Success 72

Customer Success Customers Management 72

Genroe

OCTOBER 3, 2016

Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally? What actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do they have doctorate level statisticians analysing their data?

Feedback 45

Feedback Airlines Loyalty Customers 45

Talkdesk

OCTOBER 3, 2016

Deciding to outsource your call center operations is a big decision. Those who speak with your customers on a daily basis represent your brand and are ultimately the face of your company. With your reputation on the line, it is critical to choose a partner you can work positively with and someone who can help enhance your bottom line. If you want to know which Business Process Outsourcer (BPO) partner is right for you, put a priority on doing your due diligence.

Call Center 41

Call Center Software Report CRM 41

Kapta Customer Success

OCTOBER 3, 2016

Did you know that by 2020, customer experience will overtake price and product as the key brand differentiator? Because search capabilities and social media have made today’s consumers more informed and educated about their options than ever before, it is imperative that businesses focus on more than just delivering customer service or support. SaaS companies have realized this truth and are embracing Customer Success as a way to engage and connect with their clients and to ensure that clients e

Customer Success 40

Customer Success Company Social Media Loyalty 40

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Customer Experience

dscout People Nerds

OCTOBER 3, 2016

See how we collected 1,250 insightful entries from 250 scouts in 8 days.

Study 40

Study Retail 40

Customer Interactions

OCTOBER 3, 2016

Where Do You Fit into Your Organization’s CX “Master Plan?

Marketing 44

Marketing 44

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. (The New Times) Julian works as a cleaner in one of the big institutions in town.

Airlines 123

Airlines Customer Service Infographics Customer Retention 123