Vonage

SEPTEMBER 26, 2017

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? I’ve got many answers to this loaded question. These three pack a punch: First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.

Customer Service 186

Customer Service Tourism Government Culture 186

Customer Bliss

SEPTEMBER 26, 2017

Episode Overview. Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role in your organization. Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. About Sandy. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space.

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. Responsiveness. One of those bedrock issues in daily consulting includes “responsiveness.” From my worldview, responsiveness is a make or break differentiator in all business arenas including retail, banking, online sales, air travel, and automotive.

Consulting 113

Consulting Automotive Retail Software 113

Influitive

SEPTEMBER 26, 2017

Every year, we recognize some of the most engaging marketing campaigns through The Best Advocate Marketing Awards. Also known as The BAMMIES, these awards shine a spotlight on B2B companies who are using the enthusiasm of their customers, partners and fans to fuel business growth. Honors are awarded in 10 key categories that recognize creative excellence, innovation.

B2B 111

B2B Marketing Brands Innovation 111

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

ijgolding

SEPTEMBER 26, 2017

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,”I just need Ryanair to get me to xxx!” Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster for the airline industry , Ryanair’s management failings have led to thousands of passengers NOT having their basic needs met.

Airlines 76

Airlines Touchpoint Customer Journeys Travel 76

dscout People Nerds

SEPTEMBER 26, 2017

People Nerds on how to navigate the challenges of tight timeframes, feeling isolated, and stakeholder influence.

How To 69

How To 69

The DiJulius Group

SEPTEMBER 26, 2017

The world’s most sought after experts pay tribute to the one aspect of business that remains the secret to success: the Customer Experience The Secret Service Summit shares insight, knowledge, and strategies from sought after customer experience experts. Final Countdown Price ends September 30. Customer Service is at the core of our nation’s most spectacular.

Competitive Advantage 49

Competitive Advantage Customer Experience Customer Service Groups 49

Clarivate

SEPTEMBER 26, 2017

ENGLEWOOD, Colo. – Sept. 26, 2017 – PRLog — CustomersFirst Now , LLC (CFN), the leader in Customer Experience (CX) implementation and Journey Mapping software, has been recognized as an Award Finalist in the Ventana Research Digital Innovation Awards in the Customer Excellence category. . This award recognizes technology providers that have introduced noteworthy innovations that advance business and IT.

Innovation 40

Innovation Customer Journeys Software Technology 40

West Monroe

SEPTEMBER 26, 2017

Leading companies across numerous industries are abuzz with going “digital.” At West Monroe, we believe going digital—or digitizing information so it can be transmitted, stored, and analyzed to gain new insights and efficiencies—is a key enabler and accelerator of an organization’s strategy. But what does a utility have to gain from this digital revolution?

Customer Centricity 40

Customer Centricity Analytics Innovation Customer relationships 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 26, 2017

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 40

Contact Center Management Call Center Customers 40

Verint

SEPTEMBER 26, 2017

Website design is something many companies wrestle with—if you ask ten people, you’ll get ten opinions. However, when you make it easy for your customers to offer their insights, you get the feedback you need the most. OpinionLab’s Tim Whiting shares some thoughts based on his experiences in this arena. Direct feedback from your digital consumers can be gleaned through a variety of channels.

How To 24

How To Feedback Consumers Customer Experience 24

Brad Cleveland Blog

SEPTEMBER 26, 2017

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top. And a prerequisite … Continue reading → The post 10 Things Senior Leaders Should Know About Contact Centers appeared first on Brad Cleveland.

Contact Center 26

Contact Center Management Call Center Customers 26

Grade.us

SEPTEMBER 26, 2017

Don’t you dare! Don’t ask for that. The voice in our head screams danger when it’s time to ask customers for reviews. You feel afraid. You know you’ve done an amazing job for them. Your product exceeded their expectations, your services offer more value for less money. You’ve blown them away with your amazing work. But the fear crops up.

Feedback 48

Feedback Social Media Metrics Sales 48

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 26, 2017

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Contact Center 20

Contact Center Management Call Center Customers 20

Customer Enthusiast

SEPTEMBER 26, 2017

Last Saturday night, our family joined my in-laws for dinner out in Parker, Colorado* in celebration of my mother-in-law’s 75 th birthday. When my wife made the 6:00pm reservation for eight, she mentioned that it was Dianne’s birthday. Atmosphere. When we arrived, we were seated in a portion of the restaurant that was oddly separated from the energetic buzz of the main dining room and bar.

Tips 49

Tips Poor Customer Service Retail Customer Service 49

Wired and Dangerous

SEPTEMBER 26, 2017

On January 28, 1986, the world watched in horror as the Space Shuttle Challenger broke apart 73 seconds into its flight, leading to the deaths of all of its seven crew members. Part of the massive media coverage was the fact that Christa McAuliffe was one of the seven. She was the first female teacher in space. What followed was an exhaustive effort to determine the cause of the disaster.

Strategy 70

Strategy Airlines Customers Financial 70