Mon.Jun 10, 2019

Customer Service vs Customer Experience – What’s the Difference?


The post Customer Service vs Customer Experience – What’s the Difference? appeared first on Survicate. Best Practices

Improve Customer Experience Using Automation


Nowadays, there is no shying away from the fact that customer service is the new marketing. It is not enough to just pour in offers and money to acquire customers. You need to make sure they love the overall experience and stay with you for a long time. This is the primary reason why most [.].

Why Coaching is Vital for Your Customer Service Team and Entire Business


HR Management for CX CX Culture

7 Samples of Feedback Forms for Customers That Actually Work


We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Does Your Customer Experience Build Loyalty?

Wired and Dangerous

Today’s customer is very different from customers of the past. Customers today are Picky –more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy.

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5 Top Customer Service Articles for the Week of June 10, 2019


Each week I read a number of customer service and customer experience articles from various 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.

Does Your Company Keep Its Promises?

Integrity Solutions

All healthy, long-lasting customer relationships are based on trust, integrity and mutual respect. In our private lives, keeping a promise is seen as something sacred. We swear to cross our hearts, hope to die, and stick needles in our eyes before breaking that trust.

3 Tactics CEOs Use to Improve Customer Experience Culture


According to research by consultancy firm Morar, 100% of the 844 executives surveyed for a recent report indicated that customer experience (CX) is a key focus area for their business.

What Wells Fargo (and the Rest of Us) Can Learn from Samsung

Heart of the Customer

“Who knows what happened to us two years ago?” Wells Fargo’s Chief Marketing Officer Jamie Moldafsky (I originally wrote about this here) “Who’s heard of our product, the Note 7? pause] Yes, pretty much everybody, in every plane trip, for about a year.”

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

How businesses can focus their efforts to drive customer feedback


The post How businesses can focus their efforts to drive customer feedback appeared first on Keatext. Marketing Customer feedback marketing

Artificial Intelligence Pioneer Hello Customer and Contact Centre Giant HGS Join Forces

Hello Customer

Official Press Statement. Hello Customer

The Ultimate List Of Call Center Services In The Philippines

Magellan Solutions

Call center services in the Philippines cater to different business needs. There are common services such as customer service, technical support, sales, and lead generation. Meanwhile, some services are more unusual than the others but might be the specific support that you need for your business.

Advancing the Conversational Experience Across All Channels

Upstream Works

Messaging apps are an easy way for customers to interact with your brand while on the go – and their popularity is rapidly increasing. Throw chatbots into the mix and you’ve got customers who can help themselves with simple transactions.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Exposure is What You Die from in the Desert

CX Journey

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading.

Hotels 104

How to Move Your Contact Center to the Cloud Without Throwing Your PBX in the Bin


As I visit contact centers, I get to know their needs personally. One topic that usually comes up is how much the past investments in old solutions weigh in their decision to move the business to the cloud.

Exposure is What You Die from in the Desert

CX Journey

If you're a speaker, thinking about becoming a speaker, an event organizer, or considering hosting an event in the near future, you'll definitely want to read this. And even if you're none of the above, please continue reading.

Hotels 104

Five Things You Can Do About the Telephone Experience Problem

Myra Golden

When I listen to phone calls ahead of training for contact centers, medical practices, and customer service departments, I spot five glaring problems in almost every company I work with. The Big Five Are: 1) Blunt, slang-like approach to asking questions, 2) Overtalking customers in an attempt to move the interaction forward, 3) No acknowledgment of the customer’s pain point, 4) Not listening, and 5)Missed rapport opportunities by not pacing.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Avengers: Endgame Saw 90% More Moviegoers In Theaters Opening Weekend

Gravy Analytics

Avengers: Endgame opened on April 24, 2019 to rave reviews and record-setting ticket sales. Its $1.2B opening weekend was the largest in movie history – both domestic and worldwide. Gravy data engineer Paul E. decided to look at foot traffic at movie theaters across the U.S.

Introducing Solvvy for E-Commerce: Guiding Customers Through Orders and Beyond


Solvvy for E-Commerce puts the power in shoppers’ hands to find answers quickly and easily. Shopping cart abandonment is one of the most common issues that e-commerce businesses face today, and ensuring customers receive a flawless experience can be difficult when over $4.6

2 Keys to Great Apartment Reputation Management



From Churn to Retention: Customer Experiences that Count


Retention is a top priority for any successful subscription box business, but preventing churn is no easy task. While even the most successful businesses deal with some amount of customer churn, subscription commerce businesses are affected the most.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

5 Must-Read Customer Service Articles of the Week - June 10


Every week I read a number of CX and Customer Feedback articles from various publications and blogs around the web. Here are my top five picks for this week with a quick summary of each. Customer Feedback CX Surveys Customer Experience Voice of Customer

Top 3 Churn-Busting Tips: Lessons and Revelations from SubSummit


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Four ways to design customer surveys for action, not just insight


Voice of the Customer. 4 ways to design customer surveys for action

Using Social Media Insight to Inform Competitive Intelligence


Brands main competition online is often themselves, as they get in their own way pursuing marketing avenues that just don’t work for their business. They could do so much better, pretty immediately, if they’d just let social media insight guide the way. Let’s see how that looks!

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.