GetFeedback

OCTOBER 11, 2017

Modern customers expect convenient support, so seamless self-service is fundamental to customer experience. Here are 5 reasons it's great for business.

Self Service 150

Self Service Customer Expectations Customer Experience Customers 150

Kayako

OCTOBER 11, 2017

Adding live chat for customer service was supposed to solve all your service challenges. Investing in the channel was a no-brainer, or so you thought! It would allow your staff to delight customers with quick, frictionless support. For most Customer Support Managers, that hasn’t happened yet. Even Amazon, with its ‘world’s most customer-centric business’ ethos, hasn’t avoided embarrassment.

Customer Service 136

Customer Service User Experience Consumers Software 136

ShepHyken

OCTOBER 11, 2017

The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. While waiting to board, I noticed a sign advertising Southwest’s concept they call “ trans fare ncy.”. The sign read as follows: Trans fare ncy [Trans-fair-uhn-see] n. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

Airlines 155

Airlines Travel Advertising Customer Service Training 155

CX Journey

OCTOBER 11, 2017

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017. There's a lot of talk about improving the customer experience. And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in the customer experience?

Survey 118

Survey Feedback Touchpoint Customer Experience 118

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

Martin Hill-Wilson

OCTOBER 11, 2017

Last week of September saw a series of discussions held in a recently refurbished County Hall overlooking the Thames. CX Company hosted a series of discussions under my facilitation. The topic was intelligent assistance and in particular how it is impacting self service adoption. Going Mainstream. Probably the most revealing point made by delegates was how new the whole topic was to everyone.

Self Service 61

Self Service Company 61

iPerceptions

OCTOBER 11, 2017

So you’ve decided that you’re not getting as much out of your Voice of the Customer (VoC) research with your current survey vendor, and that a change is in order.

Survey 54

Survey How To Customers 54

Helen Dewdney

OCTOBER 11, 2017

Most people are aware that they should not just let their car insurance renew. Just like house and buildings every year, it is rare that your renewal will be cheaper than starting afresh. I have just taken out my car insurance and after recovering from the jaw drop of seeing how much my car has gone down in value, thought I’d give you some figures just to show you the importance of shopping around and not just using comparison websites.

Insurance 58

Insurance Comparison How To Tips 58

InboxAI

OCTOBER 11, 2017

In 2016, Dreamforce had over 171,000 people from 83 countries gathering in San Francisco. In 2017, expect this number to be even higher! For most, the event is an exciting opportunity to learn new skills, find new solutions, and network. However, for more seasoned attendees or Bay Area locals- they want to get in and out as quickly as possible to avoid the chaos. ** Come Visit Komiko at Dreamforce: Schedule Time **.

Tips 40

Tips Entertainment Exercises Conference 40

Clarabridge

OCTOBER 11, 2017

Today we announced our winners of the Clarabridge Customer Experience Awards for the Europe, Middle East and Africa (EMEA) region! Spanning a variety of industries, the winners have all demonstrated innovation, leadership and measurable results with their customer experience programmes: CXC Luminary Award : Honours an organisation that has made a corporate shift to elevate customer experience to a top-tier business strategy.

Customer Experience 40

Customer Experience Social Media Return on Investment eBook 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

Verint

OCTOBER 11, 2017

In previous blogs, my colleagues and I have written extensively about Verint Knowledge Management solutions and how to maximize the value of your knowledge management solution. Knowledge management offers tremendous benefits around the speed, quality, consistency and agility of information throughout the organization. But, at the same time, you have probably also heard quite a bit about the rise of social content, from sources such as communities, forums and blogs.

Self Service 27

Self Service Management Knowledge Base Contact Center 27

Comm100

OCTOBER 11, 2017

Introduction. Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Should it be customer service? Marketing? PR? Sales? IT? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116