ijgolding

DECEMBER 1, 2017

In 2018, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign on Kickstarter. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true.

Insurance 148

Insurance Customer Centricity Customers Travel 148

GetFeedback

DECEMBER 1, 2017

Customer feedback is a gold mine. It can reveal the broken processes, feature gaps, and service issues costing your business.

Survey 150

Survey Feedback Customers 150

Customer Bliss

DECEMBER 1, 2017

After wildfires ravished many Northern California neighborhoods this past October, Pacific Gas and Electric Company (PG&E) took action to support its customers affected by the devastation. I was delighted to see how PG&E showcased its character and values through positive actions that support its community. The company recently announced that it will offer no cost installation and removal of temporary electric service to eligible customers who’ve been affected by the natural disaster.

e-support 111

e-support Chief Customer Officer Leadership Customers 111

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

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

UJET

DECEMBER 1, 2017

As organizations strengthen their customer support with new policies and technologies, they must also ensure they are building security and privacy into their overall support program. Businesses today are collecting an increasing amount of data. While this information can provide an enhanced experience for the end user, it also poses a major security risk.

Data 56

Data Policies Measurement Customers 56

Lithium

DECEMBER 1, 2017

We are excited to announce that we are updating our existing support case portal to use the new Lithium Case Portal feature. This will be available to anyone who has access to the current case portal. This change will be coming later this week and the changeover is expected to happen fairly seamlessly! You can find out more information about the new case portal feature in the documentation.

40

40

Maru/HUB

DECEMBER 1, 2017

This week we’ve been focusing on customer engagement and we thought we would end the week by sharing a key tip that ensures lasting engagement. A large part of acquiring engaged customers comes from engaged, motivated and focused employees – look after the people who look after your customers. Reward your superhero employees! Here are some strategies to reward your superhero employees that possess the power to be truly customer-centric: 1.

Airlines 40

Airlines Customer Centricity Metrics Customer Satisfaction 40

ServiceDock

DECEMBER 1, 2017

CEM 75

CEM Feedback Survey Customers 75

ShepHyken

DECEMBER 1, 2017

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Robots are cool. I watched “The Jetson’s” as a kid and was obsessed with all the tasks robots handled. George could get showered and dressed with one robot.

Communication 79

Communication Social Media Connections Policies 79

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

DECEMBER 1, 2017

A UK-based financial services company, Liverpool Victoria (LV=), has more than 5,000 employees across the UK and needed a single, consistent and flexible workforce optimization platform to strengthen its customer service. The company also wanted to gain flexibility to help shape its future and increase corporate agility. So, LV= chose Verint Workforce Optimization to bring the organization together on one platform, enabling it to reach a customer satisfaction score of 86%, one of the highest cus

Customer Experience 35

Customer Experience Customer Retention Customer Satisfaction Financial 35