Thu.Aug 04, 2016

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Customer retention strategy: Is it too late?

Customer Bliss

One concept I get asked about a lot is customer retention strategy. It’s obviously important. Business tends to grow as a result of two factors: Your customer acquisition strategy. Your customer retention strategy. If you’re not acquiring and then retaining customers constantly, your business probably doesn’t have many years left. Now, a lot of businesses focus much of their effort on the customer acquisition side.

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Broken Promises: United Airlines Edition

Kerry Bodine

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.

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Ask Better Questions to Unlock Creative Solutions

CX Journey

Image courtesy of terryhadalittlelamb What on Earth is catalytic questioning? My only exposure to the word "catalytic" was as a kid, when my dad (who used to work at Ford Motor Co.) would talk cars at the dinner table. Have you ever heard of a catalytic converter? It is typically part of a car's exhaust system; it's an emissions control device that turns toxic gases into less-toxic pollutants.

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VIDEO: Social Media Customer Service with Jay Baer

Customers That Stick

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.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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CX is a team sport. Is your whole team playing?

Heart of the Customer

You wouldn’t play soccer without your forwards. You’d never try basketball without guards. So why do so many teams try to win at CX with only a partial team? At HoC we’ve had the amazing opportunity to work with all kinds of companies: non-profits, retailers, insurance companies, you name it. The one consistency is a […]. The post CX is a team sport.

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How Measuring NPS the Right Way Increased Results 1300% For Recruiterbox

Promoter.io

Using the Net Promoter System® to gather feedback and engage with your customers is usually only half of the equation. While meaningful dialog can go a long way in helping to mend relationships with your unhappy customers, more often than not, you need to be prepared and able to make systematic changes to make a […]. The post How Measuring NPS the Right Way Increased Results 1300% For Recruiterbox appeared first on Promoter.io Blog.

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Sharing Data, Content across the DX Architecture

Topdown

One of the essential tasks for customer communications management (CCM) is template creation. In fact, templates serve as the foundation of other types of communication created and distributed by other systems in the digital experience architecture. And really, there are only a handful of communication categories (e.g., brochures, contracts, correspondence, bills, statements, etc.) that are used throughout an organization.

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New Training Teaches Conversational Aikido to Help Those Handling Difficult Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. Introducing… How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure wit

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7 ways to harness chat for improved customer service

Eptica

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. This is because it delivers major benefits to both consumers and companies. Consumers love its ease of use and ability it gives them to hold real-time conversations with brands, and therefore get faster responses to their queries.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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New Training Teaches Conversational Aikido to Help Those Handling Difficult Customers

Myra Golden

Creating calm with difficult customers is not a matter of using aggressive tactics. It’s also not about letting the customer vent until they cool off or you being a doormat. There are definite tactics, deployed strategically, that will position any customer service professional to create calm, defuse anger and assertively control conversations. Introducing… How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure wit

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What Effect Will Bots Have on Call Center Jobs?

Talkdesk

Much has been said recently about the impact of bots on modern life. What was once science fiction is quickly becoming a reality in our day-to-day lives. As a proud Palo Alto resident, I am personally impacted by Google’s self-driving cars almost every day. (“Stop taunting me with your perfect driving! I see you smiling and hands-free in the driver’s seat.”).

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Be Ready! Protect Against Network Outages During Hurricane Season

Avaya

Keeping communication systems running at peak performance often includes a great partner with a deep bench of experts with experience in many complex situations. Particularly invaluable are battle-tested IT Teams who can help rebuild and stabilize the system when disaster strikes. At Avaya, we’re engaging in a proactive support dialogue to help our customers avoid complexity from the outset.

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The Zen of Scaling a Support Team

Provide Support

The Zen of Scaling a Support Team. There’s a delicate balance when it comes to scaling any professional team: hire too many too soon and resources go underutilized, but leave it too late and you risk overburdening your existing team members. Customer support teams in particular can become overloaded and burned out if the company is growing faster than the team has capacity to handle.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Inbound and Outbound Converge in the New Contact Center

COPC

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls.

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Using Customer Journey Maps as a Strategic CX Tool

Teletech

Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge. There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand - that is to see the customer experience as central to differentiating and creating competitive advantage.

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Removing the Barriers: The inContact Connector for Skype™ for Business

NICE inContact

Do you sometimes have the impression that your contact center is an “island” in the sea of your company? Do your agents feel like they are “stranded”, all on their own, relying on the proverbial “message in a bottle” to communicate with anyone outside of the contact center? Would your agents be in a better position to help your customers if they had immediate access to subject matter experts anywhere in your enterprise, combined with the ability to gauge who is actually available to suppor

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Vision Critical successfully completes annual AICPA SOC 2 audit

Alida

At Vision Critical, data protection is a fundamental part of our corporate DNA. Sparq, our customer intelligence platform , provides enterprises with a secure space to engage their communities and gain important insight. We think it is important to prove to all our customers as well as ourselves that we’re protecting insight communities properly. We believe in the wisdom of a single person and that insight can only be shared inside the safe and secure spaces that Sparq provides.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Guest Blog: Left Brain, Right Brain: Aligning Internal Culture and Customer Analytics

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. Data is worthless unless you have the right data and then do something with it. – Shep Hyken. Data inspires confidence because it serves as a rational, objective bottom line that provides order and structure to the customer experience.

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Who comes first, the employee or the customer?

Vonage

I was visiting a client last week and we started talking about the recent trend in customer experience which suggests that customers should come first over everything else. Over profits and stakeholders, over processes and policies and over employees. Although this sort of thinking has the right intentions, I think it’s a little misguided and could do more harm than good in the long run.