Customer Bliss
JUNE 23, 2016
I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience. In short, if the customer experience is good, the customer retention is there. Also there: referral.
Who's Your Gladys?
JUNE 23, 2016
“Leadership and learning are indispensable to each other.” – John F. Kennedy. If you’ve read “Who’s Your Gladys?” or “Taming Gladys!“, you know that we espouse lifelong learning as THE key to success. A true leader – in any field – likes pursuing new ideas and innovation. They. The post Leaders Learn: 5 Things Every Strong Service Leader Does appeared first on Who's Your Gladys?
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Alida
JUNE 23, 2016
Founded in 1932, the New York-based grocer Price Chopper (known as Market 32 in some regions) operates 135 stores in the American Northeast. To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns.
Kayako
JUNE 23, 2016
We live in an age where customers expect to be able to give their feedback on everything almost instantly. Products can be instantly reviewed on Amazon, restaurants critiqued on Yelp, hostels on TripAdvisor. If customers feel unheard, they can turn to Twitter and other social media platforms to share their opinions. So, it’s important to collect useful feedback from your customers to ensure they feel valued and also action their comments.
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Calabrio
JUNE 23, 2016
Our world is digital and there’s no getting around it. We trip over it everywhere—people are on their laptops, phones and tablets searching the web, surfing social networks and downloading apps, all while walking down the street. This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CX Journey
JUNE 23, 2016
Image courtesy of wallstreetinvestinggroup I originally wrote today's post for Intradiem. It appeared on their blog on January 25, 2016. Have you been able to prove the ROI of focusing on the customer experience to your executives? When you're trying to get executive commitment for your employee and customer experience improvement initiatives, what's the first question they ask?
Win the Customer
JUNE 23, 2016
One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. If you’ve ever taken a science class, you’ve probably heard of the triple-beam balance.
Esteban Kolsky
JUNE 23, 2016
Hello ladies and germs, That time you were waiting for all year is finally here! The new phonebook is here!! I’m finally somebody… Sorry, The time to give me your opinions in exchange for an aggregate view of what’s going on in Customer Service is here. As a side item, 46% of people in America still use yellow pages to find business listings and 34% (kid you not) still use the phonebook to find telephone numbers for people ( I am assuming it’s so they can text them…
Heart of the Customer
JUNE 23, 2016
Imagine your customer’s interaction with you as a story. It has a beginning—when your customer first contacts your company—and an ending—when their interaction with you is completed. It has a hero—your customer. And it might even have an antagonist—the problem your customer has come to you to solve. But the first question is, does your […]. The post Make Your Customer the Hero of Your Story appeared first on Heart of the Customer.
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CSM Magazine
JUNE 23, 2016
When both customers and employees are engaged, companies see a significant increase in customer service performance. . Disney excels at customer service, and the reason is that the company looks at everything through the eyes of the customer. You can too. At each step of the customer’s experience, ask what you are doing to the customer. Then, for each step, ask yourself what mediocre service looks like and what would excellent service look like.
Topdown
JUNE 23, 2016
Recently, I presented and my colleague Paige Tippett gave a technology demonstration on how to connect CCM to customer experience. This is an updated and expanded version of one of the top five sessions from this year’s XPLORation ‘16 conference. If you missed the conference, you will definitely want to see this webinar!
CSM Magazine
JUNE 23, 2016
Is first class customer service a target you suddenly arrive at after years of experience, practice and research? Or, is it a commitment your business maintains consistently to reap the experience it wants? Is it the end or the means to reaching an end? First class customer service is continuous. Constant. Persistent. Ongoing. Just like any commitment, you don’t maintain it for a temporary period of time—you dedicate yourself and your efforts to it, endlessly.
Think Customers
JUNE 23, 2016
What does Bridgestone have in common with Nordstrom and Starbucks? On the surface not much, but Bridgestone aspires to match the high level of customer service that companies like Nordstrom and Starbucks are known for. Yesterday, Bridgestone laid out its strategy for overhauling its customer experience by 2020. . There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
CSM Magazine
JUNE 23, 2016
There are a number of reasons why companies fail at customer service. Sometimes it’s not what you are supposed to do, but what you should avoid doing. So while there are many reasons, here are five common reasons that companies fail at customer service: There’s no clear definition of what customer service looks like in the organization. You can’t just say, “Let’s give great customer service.
Provide Support
JUNE 23, 2016
How to Build a World-Class Customer Service Team. It’s undoubtedly true that basing your business around customer service always pays off. These days, we’ve been witnessing many amazing stories of companies that made customer service a key pillar of their business and eventually the face of their brand. Have you ever asked yourself if your team can learn from these successful professionals, and what you can do to delight your customers just as well?
CSM Magazine
JUNE 23, 2016
Rules are an essential part of any business. Rules are necessary to ensure we make intentional decisions. Rules are written to make sure people are treated equally and consistently. While there’s nothing wrong with this in principle, there are always going to be situations where a certain degree of flexibility is essential because people are unique.
Avaya
JUNE 23, 2016
Attracting and retaining customers today is all about giving them more choices for when and how to interact with you. With more engagement channels today than ever, omnichannel communication must be completely integrated into every strategy for customer access. This is true for all parts of the sales funnel, including lead generation. With about three quarters of the U.S. population now on social media , social selling has become an important part of the mix for generating customer interest and
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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.
CSM Magazine
JUNE 23, 2016
As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than every body else’s. This is something that is wrong and it is something that needs to be understood. Just because you say it, doesn’t mean I (as the customer) will believe it. I need to try it out before I will take your word for it.
Talkdesk
JUNE 23, 2016
Last month, we officially unveiled our latest call center integration, Talkdesk for Slack, at Opentalk 2016. We’re happy to announce today that we have added a new feature to Talkdesk for Slack. Presenting Talkdesk for Slack Message Buttons. We’re honored to have been one of the few Slack partners chosen to receive early access to this feature. Over the last few weeks, our Engineering and Product Teams have worked to incorporate Message Buttons into Talkdesk for Slack.
Avaya
JUNE 23, 2016
Avaya invited Brenda Emerson, President of IAUG, to share her thoughts about this year’s conference: Avaya ENGAGE 2016 was, in a word, engaging. It’s great to see the best and the brightest business communications professionals gather each year. As Henry Ford once said, “Coming together is a beginning; keeping together is progress; working together is success.
CSM Magazine
JUNE 23, 2016
Rather than respond with knee-jerk reactions or lash out in frustration or anger when the status quo is unacceptable and change is needed use constructive impatience. Constructive impatience builds a case for carefully crafted actions that elicit collaboration and cooperation rather than anger. For those who abhor change of any kind, I believe there are an equal number of us who want to challenge the status quo, to move quickly and to leap ahead.
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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.
Customer Interactions
JUNE 23, 2016
Even well-planned sales compensation projects can go astray. It’s not only the technology scope and multiple stakeholders that can complicate things, but also the need to cooperate and work closely with an outside vendor.
Qualtrics
JUNE 23, 2016
“If you ain’t first, you’re last” – Ricky Bobby, Talladega Nights. In Hollywood, the sentiment that there’s no merit to a second-place finish is one that’s often touted by flawed, self-absorbed characters, many of whom end up learning that coming in first isn’t the only thing that matters. But truth be told, the world of customer service is trending toward a “winner takes all” reality.
LiveChat
JUNE 23, 2016
Here’s a confession I have to make: I’m seriously addicted to Instagram. I’ve tried not to fall in love with it because I usually get hooked on all social media sites. I knew it will do no good to my free time. One day though I gave it a try, hoping I’ll be able to stop. I was not able to stop. Instagram became my black coffee in the morning, espresso in the afternoon, macchiato in the evening and caffe latte just before going to bed.
iPerceptions
JUNE 23, 2016
In my previous blog posts ( The Metrics you need to Improve the Citizen Experience and What is the Citizen Experience in the 21st Century ?), I have highlighted that public satisfaction tends to improve when governments provide citizens with world-class digital services. To expand on this concept, I want to put forward a model that demonstrates the link between experience analytics and the user experience.
Speaker: Lauren Barash, Vice President, Brand Marketing
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