ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. – Shep Hyken. Most of us go through training when we start a new job, learning the systems, tools and processes we need to accomplish our day-to-day responsibilities.

Training 71

Training Customer Service Customer Service Representative Customer Service Training 71

OpinionLab

JUNE 17, 2016

The results published in our latest Customer Opinion Index (COI) Report say a lot about exactly what is going on in CX at the moment: namely the impact of mobile and how this is affecting customer expectations. For those of you who don’t know, our COI report features two cross-industry benchmarks based on feedback received by hundreds of the world’s biggest brands: an overall COI score (out of 1000) calculated based on omnichannel future customer behavior – such as purchasing likelihood, loyalt

Multi-Channel 69

Multi-Channel Telecommunications Airlines Healthcare 69

Helen Dewdney

JUNE 17, 2016

It has been in the news a lot recently about Vodafone and their billing mistakes. It moved to a new billing platform and since then there have been masses of reports of serious blunders, such as direct debits incorrectly set up, people being put on the wrong tariff and credit agencies wrongly being told that customers have missed payments. So what if you are one of these customers or indeed if you receive bills of any sort what should you do?

Tips 64

Tips Consumers Banking Report 64

Amity

JUNE 17, 2016

Have you ever heard of the Five Rings of Buying Insight ? They are the five things that will determine if you have proper buyer personas -- ones that will positively impact your content creation, lead generation, and sales. It has occurred to me that these rings of insight could be easily associated with Customer Success. Armed with these five insights, Adele Revella explains that your buyer personas will “ reveal the buying decision you need to influence – telling how, when and why

Customers 64

Customers Customer Expectations Engagement Sales 64

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Tips

Daniel Group

JUNE 17, 2016

Guess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned. I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for. Read More. The post The Good and Bad in B2B Marketing appeared first on The Daniel Group.

B2B 50

B2B Marketing Groups Advertising 50

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. Author: Pauline Ashenden Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies.

Self Service 48

Self Service Customer Experience Chief Customer Officer Contact Center 48

LiveChat

JUNE 17, 2016

When I started to work at LiveChat, teamwork became a part of my life for good. Although my writing job forces me to work alone most of the time and I always look for a quiet place in the office, I can still appreciate good teamwork. I believe people can only achieve big things by having a great team to work with. I guess my opinion is shared by all the companies I’d like to present to you today.

Meeting 42

Meeting Analytics Examples Groups 42

Avaya

JUNE 17, 2016

It may have been raining last week in Orlando, FL but that didn’t stop developers from creating hot applications powered by the Avaya Breeze™ Platform at this year’s International Avaya Users Group (IAUG). Avaya held its first Avaya Breeze Summit and Hackathon using Engagement Designer at the event and the results couldn’t be more exciting.

Self Service 40

Self Service Omni-Channel Conference Travel 40

Natalie Petouhof

JUNE 17, 2016

Tweet There’s been a lot of talk around self-driving cars and Local Motors, a leading vehicle technology integrator and creator of the world’s first 3D-printed cars, introduced the first self-driving vehicle to integrate the advanced cognitive computing capabilities of IBM Watson. Local Motors is a technology company that designs, builds and sells vehicles.

Automotive 40

Automotive Transportation Entertainment Innovation 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

dscout People Nerds

JUNE 17, 2016

The 13 million moments that mattered…or didn’t.

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