Vonage

JULY 6, 2018

Customer service is not always easy to pull off, and it's certainly not something that “just takes care of itself” or is “just common sense.” However, there are some parts of delivering great customer service–or, more accurately, avoiding poor customer service–that are straightforward, easy to fix, and high-impact. Here, I’ll highlight a handful of these customer service “worst practices” and provide an achievable solution for each that can get your customer service back on track.

Customer Service 163

Customer Service Poor Customer Service Hotels Healthcare 163

Oracle

JULY 6, 2018

One of the biggest challenges in customer experience management is also one of the biggest opportunities—data. The sheer amount of data that companies have amassed creates potential to transform buying experiences. For that reason, the unification of data, artificial intelligence (AI), and analytics are the future of customer experience management. Companies are in a better position to achieve the highly sought-after goals of CX personalization and customer loyalty by avoiding the following stra

Customer Experience Management 49

Customer Experience Management Customer Experience Management Chatbots 49

ERDM

JULY 6, 2018

Article by Ernan Roman Featured on CustomerThink.com To be successful, brands need to listen to the voice of their customers and then act on those learnings ! Our VoC research has shown that consumers want authenticity and genuine connections with brands. They don’t want to be sold. They want sincere relationships. But the burden is on marketers to step up and deliver.

Brands 45

Brands Consumers Connections Leadership 45

Kayako

JULY 6, 2018

Live chat software is relatively new to the customer support world, but it’s caught on like wildfire. Today, most websites offer live chat support as an option. That’s because customers overwhelmingly rank live chat as their preferred method of contact. But are businesses meeting customer expectations when it comes to live chat support? The answer is a resounding no.

Competitive Advantage 121

Competitive Advantage Wait Times Feedback Software 121

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

IntouchInsight

JULY 6, 2018

Watch now! A 2-minute overview about how you can use IntouchCheck mobile form software to build your own mobile forms, save time, and find & fix issues faster.

Software 125

Software Video 125

ProProfs Chat

JULY 6, 2018

Did you know whenever we receive good customer service from a company, we tell two to three people. But in case of a bad experience, we broadcast it to ten or twelve others! Yes, that’s true and even science supports this. Quality of customer service is the golden key to enhance a brand image. Word of mouth, recommendations and referrals are mostly the crucial drivers of a successful business.

Customer Service 100

Customer Service Tips Culture Customers 100

Beyond Philosophy

JULY 6, 2018

Many drivers of human behavior can be traced back to caveman days. Colin Shaw and Prof. Ryan Hamilton explore what they are, how you can identify them, and what you should do to respond. The post Understanding Customer Basic Instincts appeared first on.

Customers 79

Customers 79

ShepHyken

JULY 6, 2018

This week we feature an article by Natasha Postolovski who shares the idea of using sales contests to help motivate a higher level of customer experience at your organization. – Shep Hyken. Customer experience is the most important factor in the success of a retail business. In fact, in highly competitive industries where brand loyalty is fleeting, companies cannot afford to deliver anything less than a perfect customer experience, or customers may take their business elsewhere.

Sales 71

Sales Net Promoter Score Customer Experience Effort Score 71

Hello Customer

JULY 6, 2018

Belgium-Brazil, tonight at 8 PM. With headquarters in Ghent, Hello Customer will support the Red Devils and watch the game of course. Will you also be in front of the television tonight? Outside, in front of a big screen, together with hundreds of fans, or in your own living room with family or friends? Why not drink a Belgium (aka a beer) and wear a tricoloured t-shirt, hat, scarf, tie, socks, earrings or some make up in the Belgian Colours?

Engagement 60

Engagement Course Customers Customer Engagement 60

Advertisement

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

Retail

transcosmos Information Systems

JULY 6, 2018

Every customer service channel is an opportunity for your brand to provide a positive customer experience, build customer relationship, and increase customer loyalty. However, not all businesses provide efficient and effective customer email support. Email is King. In today’s digital age, people no longer have the patience to call a hotline. They know they can send a quick message to customer support and go on with their daily lives while waiting for the information or solution they’re looking f

Tips 54

Tips Guidelines Customer Service Representative Chatbots 54

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 49

B2B Abandon Rate eBook Leadership 49

ERDM

JULY 6, 2018

Article by Ernan Roman Featured on CustomerThink.com To be successful, brands need to listen to the voice of their customers and then act on those learnings ! Our VoC research has shown that consumers want authenticity and genuine connections with brands. They don’t want to be sold. They want sincere relationships. But the burden is on marketers to step up and deliver.

Brands 40

Brands Consumers Connections Leadership 40

FiveStars

JULY 6, 2018

Back to school is one of the best times to run a promotion for your business—according to the National Retail Federation’s 2017 study, back to school spending is on the rise, making it one of the biggest shopping holidays of the year. Wondering when the season officially starts? While many parents start their shopping as […]. The post Back to school is here!

Retail 40

Retail Study 40

Advertisement

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

ROI

TeamSupport

JULY 6, 2018

The concept of a KPI (Key Performance Indicator) is common in the business world, yet for some customer support teams it may be new terminology. A KPI is a measurement of your operations that you can compare over time to see how your business has changed. With more companies realizing that customer support is a profit center and not a cost center , measuring KPIs in the industry has been a hot topic.

B2B 40

B2B Abandon Rate eBook Leadership 40

Influitive

JULY 6, 2018

If you’ve ever ran a product or feature beta before, chances are you’ve experienced some challenges along the way—maybe it was tough finding enough participants, or maybe it was difficult to prioritize what feedback to address before release. If you’ve never ran a beta before, maybe you’re looking for a general guide on how to.

Examples 40

Examples Feedback How To B2B 40

QuestionPro Audience

JULY 6, 2018

It shouldn’t come as any surprise that the pet industry, which reached $86 billion in 2017, will continue to have a strong growth trajectory. Our relationships with our pets have slowly changed over the past few decades, eventually evolving into a beloved member of the family, according to 95% of Americans , up from 88% in 2007. 62% of American households now own at least one pet, and according to the ASPCA, the annual cost of owning a dog averages as much as $1,843.

Hotels 34

Hotels Insurance Innovation Industry 34

Happy or Not

JULY 6, 2018

Alice Springs Airport will be the first airport in Australia to introduce an instant customer feedback platform through the innovative HappyOrNot technology, currently in place at over 160 airports worldwide. By simply pressing a button ranging from very happy (dark green smiley face) to very unhappy (dark red smiley face), passengers can instantly communicate their […].

Customer Experience 34

Customer Experience Innovation Feedback Communication 34

Advertisement

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Forrester's Customer Insights

JULY 6, 2018

Sadly, most companies don’t have the right operating and development practices to build and deliver great customer experiences for their IoT-enabled products and services. To help CIOs get this right, my very impressive CIO-team colleague, Jeffrey Hammond, has created a collection of reports that catalog the best practices that successful CIOs and digital leaders are […].

Report 38

Report Customer Experience Company Software 38

Forrester's Customer Insights

JULY 6, 2018

IPG announced a deal to acquire Acxiom Marketing Services to much fanfare from the business press and financial analysts praising the potential of marketing powered by Acxiom’s data and IPG’s growing ad tech capabilities. However, before we rush to applaud IPG ‘s business acumen and industry foresight let’s unpack the implications.

Marketing 32

Marketing Financial Data Industry 32

Forrester's Customer Insights

JULY 6, 2018

I recently heard a story where a loyalty program member of an online retailer had her account hacked. Hackers then went on a shopping spree and as a result, she lost a significant loss of money. Sure, the brand failed to keep her information secure – but where they really failed was in their next […].

Analytics 29

Analytics Loyalty Programs Strategy Marketing 29