Mon.Jul 11, 2016

Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way. View Article

The ‘Always On’ Enterprise

Storyminers

For well over 100 years, businesses leaders have made decisions based on what is right for the business. Business profitability first. Everything else second. Why not buy cheap chairs for the restaurant? Why not focus on the efficiency of the call center instead of delivering better customer outcomes? Much of this thinking comes from entrenched systems and processes. Decision makers focused on what they could measure. But they only measured what they could see.

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Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way. View Article. Retail

What Attitude Are Your Employees Choosing?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Pokémon Masters: Gotta Catch ‘Em All

MaritzCX

“Gotta catch ‘em all” is the challenge Nintendo customers have in the new augmented reality gaming experience, Pokémon GO. Everywhere you look there are hubs of gamers with phones in front of their faces, collecting Pokémon. Pokémon GO is not only changing the way that customers interact with Nintendo as a company, but the way. View Article

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5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

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. “Oh Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? by Ian Golding. (I I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences.

Stop Counting Paperclips!

Customer Enthusiast

Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive renovation in 2012. I’ll withhold the name of the hotel because it’s not important. What matters are the observations below – which apply to countless businesses, lodging and otherwise, in New York City and beyond. Let me say first that management made a lot of great decisions with regard to the renovations of the guest rooms and public space.

How to complain about a non/late delivery

Helen Dewdney

Goods must be delivered within the time frame agreed with the seller. If one hasn’t been agreed (you have agreed a time frame if the listing supplies a time frame) the trader must deliver ‘without undue delay’ and at the very latest not more than 30 days from the day after the contract is made. After this time you are entitled to a full refund. A common mistake people make is to contact the courier and some retailers will try and fob you off and make you do this.

7 Writing Tips For Exceptional Customer Support

Talkdesk

This is a guest post from Kostas Papageorgiou, a content marketer at Userlike. Everyone has their own voice. Whether face-to-face, over the phone, or in writing, our voice reflects our uniqueness. The same can be said about brands having their own voice too. Customer service representatives are an important element of that voice. They’re the voice that speaks directly with existing and potential customers. The voice that can convince website visitors to convert into paying customers.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Use Hashtags on Twitter and Rock Your Social Media World

LiveChat

#YOLO, #throwbackthursday, #summer, #chillout, #nofilter, #nocomment. Hashtags are everywhere. We use them on Instagram, Facebook (are they even working there?) and on Twitter. Hashtag this, hashtag that. What is a hashtag? It’s any word or phrase with the # symbol immediately in front of it. This symbol turns the word into a link that makes it easier to find and follow a conversation about that topic.

Best Practices for Recruiting, Hiring and Training

COPC

Posting 1 of 2 in a Series—Call Center Best Practices for Recruiting, Hiring and Training. To improve performance and provide a superior customer experience, call centers often focus on the three main functions of operational management, quality, and workforce management. While these areas are important, your strategy regarding recruiting, hiring and training is also crucial to your call center’s performance and ability to meet customer expectations. You cannot rely on just having good processes.

IBM recognises Peter Lavers as a Futurist

Peter Lavers

Peter Lavers has been recognised by IBM as a Futurist and top influencer in the field of Customer Experience. IBM have carefully selected a small group of experts in the fields of marketing, customer experience, retail and user experience under the #ThinkMarketing banner, and Peter will contribute to their dedicated thought leadership site https://www.ibm.com/think/marketing/. Peter’s home page on the site can be found at https://www.ibm.com/think/marketing/author/peter-lavers/.

Your Own Personal Assistant? It All Adds Up!

Avaya

If you’re a highly paid CEO of a large multinational, then you probably already have a personal assistant taking care of your life, so you won’t need to read any further. If you’re not—and let’s face it you almost certainly aren’t—then imagine what life would be like if you did have such a personal assistant, your very own Jarvis. For those who haven’ seen the Iron Man movies—also highly unlikely—Jarvis is Tony Stark’s artificial intelligence personal assistant.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer Journey Mapping: How it can be used to Create Change in your Organization

Touchpoint Dashboard

Over the past 10 years, Customer Journey Mapping has been a critical part of strategically transforming an organization’s customer experience. Taking part in a cross-functional journey mapping workshop can be exciting, fun, and inspirational. Recently, while facilitating a journey mapping workshop for a healthcare company on the east coast, we saw constant light bulb moments. […].

How to improve customer experience by designing for reliability

MyCustomer

Engagement. How to improve CX by designing for reliability

Performance Reviews vs. Performance Management

Customer Interactions

Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world

Customer experience design: How to improve CX by designing for reliability

MyCustomer

Engagement. How to improve CX by designing for reliability

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Here’s Why My Cat Can Never be a Customer Service Leader

Steve DiGioia

This original article was written by Steve DiGioia. A touch of independence mixed with patience, possessing a definite superiority complex and territorial. These are some characteristics associated with the common house cat. But what if we in the customer service industry held these same traits dear to our heart? My cat is not responsible for anyone other than herself. She wakes when she wants, at least not until she hears me rustle in the kitchen, and seems to not have a care in the world.