Wed.Jul 10, 2019

Why customer service is an integral part of customer experience

CloudCherry

What comes to your mind when you hear the words “good customer experience”? You might think of something simple like a well-designed video that helped you understand a product better.

5 tips for managing the increasing volume of customer queries

Eptica

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. Author: Pauline Ashenden - Marketing Manager UK brands find themselves responding to around 463.5

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Customer Contact Week: Three Characteristics Every Customer Experience Should Have

Interactions

Formerly known as Contact Center Week , the appropriately rebranded Customer Contact Week lived up to its name by putting customers and the customer experience at the forefront of every discussion this year.

CEO’s Guide to Growth Through Customer Experience

Sampson Lee

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum. Here’s what’s happening

Statistics that Predict the Future of Customer Service

Joe Rawlinson

“The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote.

What Signals Are You Unintentionally Sending Your Customers?

ShepHyken

I first came across this idea in the book Moments of Truth by Jan Carlzon , which I consider one of the most important books written on customer service.

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10 Pro Tips for Live Chat Customer Support

GetFeedback

Live chat support can be tricky. But don’t worry, we’ve got your back—follow these 10 tips to always deliver an amazing customer service experience. Tools

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Guest Blog: Coloring Outside the Lines…Creating a NEW Customer Experience!

ServiceDock

This week we feature an article by Jeff Tobe who writes about Customer Experience and how you can apply CX thinking to your business. Customer Service Customer Experience CX Benchmarking retail Restaurant

The pros and cons of remote customer support

UJET

Support teams are arguably the most important part of the customer experience. Agents become the voice of the company when they interact with customers. These experiences can lead to repeat sales or a loss of a customer depending on that single interaction. As a company grows, introducing new features, products, and services, they can find themselves facing an increasing number of support requests. The company might not be able to fill those roles fast enough.

7 Reasons You Need to be at Bizagi Catalyst 19

Bizagi

“This was definitely the BEST user conference I have attended, and the energy was fantastic!” That’s a quote straight from a Bizagi Catalyst 18 attendee. But don’t worry if you missed out, because our flagship user conference is coming back to Miami for 2019! Take your automation to the next level.

How video can increase customer engagement

Customercount

Video is an incredible tool to attract, engage and retain new and existing customers. It's why CustomerCount chose video to share its message worldwide. Continue reading → The post How video can increase customer engagement appeared first on CustomerCount. News customer engagement video

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Four Ways to Get Utility Customers to Cut to the Point On Customer Service Calls (These Tips Help Control Calls In Any Industry)

Myra Golden

I’m working with a utility company in the northeast. All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve.

Chillisauce Transforms Their Contact Center Operations with Talkdesk to Deliver Event Planning Magic

Talkdesk

My close friends and I always enjoy hanging out but often struggle with making a decision on what to do, where to eat, etc. We usually have a few options to choose from but tend to use the default response: “Doesn’t matter. I’m ok with anything.” Last summer, we went on a trip together to Hawaii.

Tips for a Successful CSM Quarterly Business Review

ClientSuccess

In the world of sales, Quarterly Business Reviews (QBRs) are incredibly popular for forecasting, planning, and making sure that everything is running smoothly from an operations perspective.

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Whirlpool FINALLY undertakes full recall of tumble dryers

Helen Dewdney

Whirlpool, the giant manufacturer of home appliances, has finally seen the light on the issue of dangerous tumble dryers. It has announced today (10 July 2019) that it will issue a product recall of all tumble dryers at risk of fire that have still not been modified.

10 Ways Technology Will Affect the Future of Customer Service

ProProfs Chat

What’s your impression of good customer service?Most Most businesses do their best to serve their audience in the most effective way possible. The customers demand greater efficiency, so businesses compete to deliver it.

Cupcake Storytelling Strategy is not a Client Snack, Part 2

One Millimeter Mindset

When companies adopt a cupcake storytelling strategy, clients can dismiss the stories you tell as unimportant and insignificant: to them. Lovely little snacks instead of a substantial, relevant and valuable meal: to them. As business leaders, do you tell only half the story that needs to be told?

Who are journey managers – and why could they be crucial to the future of CX?

MyCustomer

Engagement. Journey managers: The future of CX management

How to Spice Up Your Inbound Marketing Strategy

Survicate

The post How to Spice Up Your Inbound Marketing Strategy appeared first on Survicate. Best Practices

How 100+ yr old firms stay relevant

Forrester's Customer Insights

As we’ve reported prior, the majority of legacy Fortune 500 firms are no longer market leaders because their focus remains on protecting their traditional business in this era of digital transformation.

The 7 Habits of Highly Effective People For a Better CX

Innovative CX

A leadership guide that could help improve your customer experience! One of my all-time favorite books is The Seven Habits of Highly Effective People by Stephen Covey [1]. Released in 1989, it has since sold over 25 million copies worldwide [2].

Personal Interview with Ron Kaufman and Rohit Bassi

Up Your Service

A deeply personal “RAW” interview with Ron Kaufman and Rohit Bassi explores the history of Ron’s work and play around the world. Includes stories never before shared on Ron’s family, education, travel, devotion…and love.

How We Hack Tech (And What That Says About Us)

dscout People Nerds

Clinical psychologist and former Intel research scientist Margaret Morris on how individual technology hacks shine a light on what users really crave

Announce Forrester’s First DMP Wave For Asia Pacific

Forrester's Customer Insights

I’m excited to share that The Forrester Wave™: Data Management Platforms In Asia Pacific, Q3 2019 is now live. It’s the first time we evaluated data management platform (DMP) vendors’ capabilities in Asia Pacific (AP).

7 Reasons Why Document Design Can Benefit Your Business

Ecrion

How certain are you that people pay attention to every document you give out? How sure are you that employees read important documents? If your business needs improvements in its images or to enhance efficiency, you need to try using a better document design.

How to Calculate Outsourced Call Center Service Level and Why is it Important?

Advantage Communications

When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers.

More, Broader, Faster: A Brief Intro to Effective Remote Research

dscout People Nerds

Here’s a succinct, back-to-basics primer on how to maximize the impact and efficiency of your next remote study

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The Importance of Automotive Reviews

ReviewTrackers

On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.

5G: A Disruptive Generation (Part One)

North Highland

Like the advent of Generation Z in the workplace, 5G will carry a disruptive ripple effect, starting with telecom and cascading across the wider consumer and business worlds. Switzerland was the first in Europe to roll out 5G in May of 2019 and over 16 cities in the UK will follow by the end of 2019.

The Importance of Automotive Reviews

ReviewTrackers

On online review sites, the overall rating of car dealerships and automotive companies tends to increase as more reviews are posted, according to research by customer feedback software company ReviewTrackers.

Just Cancel It: Nike Responds to Influencer Sentiment Around Shoes

NetBase

How fast can your brand pivot – and what criteria would you use to justify a costly product design decision? Nike’s ‘just do it’ slogan morphed Matrix-style into ‘just cancel it’ when presented with insight it hadn’t considered.

Trust: The New CX Battleground

Confirmit

Webinar Details. Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical. To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again.

5G: How Telecom Can Adapt (Part Two)  

North Highland

Much like Generation Z’s entry to the workplace, 5G will undoubtedly be disruptive both within telecom and the wider world of business. In the last installment of our series, we shed light on 5G and pointed out the key ways in which this technology will require telecom to change their ways of working to thrive in a new 5G paradigm. Telecom companies can no longer operate as they previously did.

Trust: The New CX Battleground

Confirmit

Trust is not just an emotion, it is the new competitive battleground. It’s hard-won, easily lost and utterly critical. Watch webinar. To build trust, it's about action, not words, you need to deliver on the expectations you have set, time and time again.