Comm100

NOVEMBER 27, 2017

rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s apology (or non-apology ) for sexual assault; brands in every industry are learning that the apology letter is an extremely difficult art form to master. Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology.

Social Media 291

Social Media Video Effort Score Brands 291

Steve DiGioia

NOVEMBER 27, 2017

…no wonder why customer service is so bad – my rant! This original article was written by Steve DiGioia. We have turned into a group of inconsiderate, rude, thoughtless, disrespectful and egocentric miserable people. The worst traits of one’s personality show when presented with a “great deal” on a TV, toaster oven or pair of sneakers. Surely, Black Friday shopping brings out the worst in us.

Report 223

Report Sales Groups Customer Service 223

Beyond Philosophy

NOVEMBER 27, 2017

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though. Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX.

Company 160

Company Customer Centricity Leadership Consulting 160

ReviewTrackers

NOVEMBER 27, 2017

One of the most effective ways to build and improve your online business reputation is to get more and better online reviews. Reviews, after all, are a powerful marketing weapon — and an important research tool for consumers on their path to purchase. Approximately 4 in 5 American consumers read online reviews before making a purchase decision. 79 percent do so to make sure the product or service is good, 61 percent read reviews to make sure the product or service works, and 53 percent read revi

Guidelines 113

Guidelines Effort Score Automotive Hotels 113

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

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. But, often a series of questions can sound like an interview. If we aren’t careful, back to back questions can come across as an interrogation. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions.

How To 120

How To Call Center Video Training 120

ShepHyken

NOVEMBER 27, 2017

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. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner. (Josh Linkner) In our transactional world of fickle customers, how do we snag the prize?

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

Amity

NOVEMBER 27, 2017

The other day, I heard a podcast in which Gary Vaynerchuk said, “If you care more about the end consumer than you care about your own self, you will win” This is the heart of Customer Success. Gary’s background is in the wine industry, which got me thinking about the way we talk about Customer Success primarily in the context of the SaaS industry - understandably so, as this is where its roots lay.

Customer Success 71

Customer Success Self Service Industry Knowledge Base 71

Influitive

NOVEMBER 27, 2017

Advocamp 2017 promises to be the best year of the conference yet, with speakers like Sean Ellis, Jonah Berger, and Geoffrey Moore lined up and ready to share strategies for explosive, advocate-fueled growth. Advocamp is the largest customer advocacy, experience, and engagement conference, happening this year in San Francisco, December 6-8th. We want to make.

Conference 53

Conference Marketing Engagement Strategy 53

LiveChat

NOVEMBER 27, 2017

For new employees, talking with customers on chat can be a real nightmare. Not only do they need to get to know the product as fast as you can, but also need to learn how to deal with impatient customers. No matter how quick learner you are, you need to go through this road anyway. We’re aware of that, as we ourselves handle over 300,000 chats a year.

Knowledge Base 48

Knowledge Base How To Feedback Customer Service 48

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

Kapta Customer Success

NOVEMBER 27, 2017

“Churn” is a term that gets used a lot in the Account Management and Customer Success conversations that we have here at Kapta. Many Account Managers and Customer Success Managers take churn very seriously (and many are compensated based on churn rates). Churn rate does of course directly show the percentage of lost customers in any given period of time – and is a major source of stress!

B2B 40

B2B Customer Retention Customers Measurement 40

WorkOutLoud

NOVEMBER 27, 2017

Today’s consumer is becoming more and more self-sufficient. When they require information, they go out looking for it. If your company doesn’t currently provide an Online Customer Community, your customers are taking one or more of the following actions when they need information: Online searches – Using a search engine will almost certainly and immediately introduce your competitors.

Customer Experience 40

Customer Experience Analytics Consumers Customers 40

Talkdesk

NOVEMBER 27, 2017

Now that your turkey coma has worn off it’s time to gear up for Cyber Monday. Once you’re done stocking up your shopping carts with gadgets, head over to the AppConnect store. We’ve got a special, limited-time deal from our AppConnect partner Simple Emotion exclusively for Talkdesk customers. Simple Emotion helps businesses improve customer satisfaction by analyzing words and tone of customer service conversations , providing key insights into the customer’s experience.

Analytics 40

Analytics ROI Customer Satisfaction Customer Experience 40

Solvvy

NOVEMBER 27, 2017

The post The Building Blocks Of Customer Experience appeared first on Solvvy.

Customer Experience 48

Customer Experience Customers 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

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today.

Survey 32

Survey Gamification Feedback Guidelines 32

ERDM

NOVEMBER 27, 2017

Article by Ernan Roman Featured on CustomerThink.com Summary: When silos rule, internal communications break down and it’s difficult to present a united vision, brand and compelling message to consumers. However, some innovators are redefining cross-functional integration and alignment. How GE is Redefining “Communications” GE Vice President and Chief Communications Officer Deirdre Latour , noted in regards to the company’s restructuring, that there is “ no longer a divide between internal and e

Innovation 45

Innovation Touchpoint Communication Consumers 45

Uplight

NOVEMBER 27, 2017

Utilities spent a century perfecting the science of delivering safe, affordable and reliable energy service. The rapidly changing energy ecosystem has now made “customer centricity” the must-have core competency. “The Focus on the Customer” has dominated industry thought leader agendas for a while, but the proof lies in the investment patterns of energy providers.

Self Service 40

Self Service Customer Centricity Trends Call Center 40