Joe Rawlinson

AUGUST 21, 2019

The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service. If the customer suspects that the person they’re talking too isn’t well-informed on their issue, they’ll quickly begin to lose trust in your company, which is something you want to avoid at all costs.

Customer Satisfaction 116

Customer Satisfaction Customer Service Customers Feedback 116

ShepHyken

AUGUST 21, 2019

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.

Customer Experience 128

Customer Experience Insurance Customer Focused Customer Service Training 128

ClientSuccess

AUGUST 21, 2019

Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity. For customer success teams, this means rolling out an ongoing schedule of training and customer support.

Training 45

Training Tips Resources eBook 45

Experience Matters

AUGUST 21, 2019

Almost 200 CEO's redefine the purpose of a corporation. My take: It's all about adding value to people's lives. The post The Purpose Of A Corporation, Redefined appeared first on Experience Matters.

Customer Experience 228

Customer Experience Customers 228

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side including the sourcing professionals who make their living running RFPs.

Contact Center 159

Contact Center Culture Leadership Engagement 159

NICE inContact

AUGUST 21, 2019

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

Kristina Evey

AUGUST 21, 2019

Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.

Customer Service Representative 120

Customer Service Representative Customer Service Study Customers 120

NICE inContact

AUGUST 21, 2019

As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like. email. And they like it more than companies think they do.

Contact Center 136

Contact Center Net Promoter Score Consumers Study 136

dscout People Nerds

AUGUST 21, 2019

Stefani Bachetti, Director of The Studio, starred in an episode of Ask This Old House. The YouTube video posted afterwards amassed a half million views and over a thousand (mostly negative) comments. So she did what researchers do best: analyzed the data to better understand the sources, nature, and spread of negativity.

Data 81

Data Video 81

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Getting to build that exceptional CX starts with getting the fundamentals right.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Oracle

AUGUST 21, 2019

88% of customers trust service and product recommendations made by people they know, says the “One Size Doesn’t Fit All” research study of over 1,100 consumers across generations, conducted by Oracle in partnership with Jeanne Bliss. However, peer-to-peer recommendations aren’t the only way people learn about new-to-them products.

Advertising 79

Advertising Study Social Media Video 79

NICE inContact

AUGUST 21, 2019

A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.

Customer Service 136

Customer Service Call Center ROI Omni-Channel 136

One Millimeter Mindset

AUGUST 21, 2019

Developing a What You Do Story is critical to serving and retaining internal and external clients. When you connect the story of what you “do,” inside the organization, to what everyone else “does,” something interesting happens. First, you start to better serve one another. Because your own responsibility and accountability now extends beyond the confines of your functional and departmental role.

Connections 75

Connections Course Sales Industry 75

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Happy customers buy more, cost less to serve and are strong advocates to bring new customers. Getting to build that exceptional CX starts with getting the fundamentals right.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

Eptica

AUGUST 21, 2019

Date: Wednesday, August 21, 2019 Author: Steve Nattress - International Solutions Director Why it is time to check your chat solution is meeting customer needs. Published on: August 21, 2019. Author: Steve Nattress - International Solutions Director Chat is fast becoming a mainstream channel when it comes to customer service. For example, while 7% of UK companies offered chat in 2013, by 2019 Eptica research found that 44% advertised it on their websites.

Meeting 66

Meeting Advertising Consumers Comparison 66

Gravy Analytics

AUGUST 21, 2019

Starbucks will release the pumpkin spice latte on August 27, its earliest launch ever of the seasonal specialty drink. In 2018, Starbucks re-introduced its popular fall drink to restaurant menus on August 28. What would mobile location data tell us about Starbucks foot traffic before and after pumpkin spice hits the menu? We analyzed location data from consumer mobile devices observed at standalone Starbucks locations between July 15 and October 13, 2018 to see what happened last year—and make a

Measurement 68

Measurement Data Analytics Consumers 68

The DiJulius Group

AUGUST 21, 2019

Restaurant Has Customers Paying $300+ Per Plate Eleven Madison Park, a restaurant in New York, is disrupting the traditional stuffy fine dining experience. The key to their success? The restaurant employs three Dreamweavers, whose sole task is to create unique experiences for their customers. I love what owner Will Guidara says, “I think if you. Read Full Article.

Customer Retention 68

Customer Retention Sales Groups Customers 68

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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

Cyara

AUGUST 21, 2019

Few things are more frustrating than being unable to hear the person on the other end of a call. Voice quality can be the difference between keeping and losing a customer, so it’s important to get it right. In fact, contact center expert Beverly McIntosh described good voice quality as “table stakes.”. As companies move their contact centers to the cloud, we have seen an increase in interest around voice quality, which is typically measured by a Mean Opinion Score ( MOS ).

Contact Center 52

Contact Center Measurement Technology Company 52

ClientSuccess

AUGUST 21, 2019

When it comes to knowing your customers, nothing is as important as understanding how they make big decisions in the first place. From initial buying choices to upsells and renewals, knowing what prompts customers to take steps forward with a vendor can help your customer success team structure messaging, discussions, and other critical conversations.

eBook 53

eBook Resources Customers Training 53

Customer Enthusiast

AUGUST 21, 2019

Last week, a restaurant guest in Colts Neck, New Jersey left his waitress a 74-cent tip on a $119.26 check. Somehow, a New Jersey state senator obtained a photo of the signed receipt and shared the unedited image on Twitter. The intent of this blog post is not to debate the merits of publically shaming […]. The post If you can afford to dine out, then you can afford to be generous appeared first on Steven Curtin.

Tips 51

Tips Employee Engagement Engagement Customer Service 51

Influitive

AUGUST 21, 2019

There’s a lot of referral program software out there. While some technologies focus on simpler tasks—like tracking and capturing referrals—others have more complex features, like automated rewards and integrations with other tools to create a more seamless experience. Before digging into your research on platform providers, a helpful exercise is to think about what exactly.

B2B 49

B2B Software Company Exercises 49

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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

NetBase

AUGUST 21, 2019

Customer experience (CX) is everything. So we’re sharing five CX strategy secrets that social savvy pros rely on to form the backbone of every successful campaign launch. You can follow in their footsteps, assuming you’re willing (and able) to listen to what the AI-powered social analytics data tells you! Let’s explore how that looks. CX Strategy Secret #1.

Strategy 49

Strategy Analytics Brands Connections 49

COPC

AUGUST 21, 2019

The never-ending quest for customer resolution and satisfaction is an issue that affects every industry. It is more prevalent for industries where there is a high touch-rate for customer interactions. It goes without saying that whenever a person’s finances are involved, their anxiety can raise to quite high levels if an unexpected delay or impediment puts their finances out of reach.

Banking 45

Banking Self Service Chatbots Customer Satisfaction 45

ForeSee

AUGUST 21, 2019

Retail stores are continuing to change: the physical locations that were once solely hubs of customer purchasing have been evolving into something more complex for some time. Today, buying something.

Customer Satisfaction 45

Customer Satisfaction Retail Customers ROI 45

Integrity Solutions

AUGUST 21, 2019

Successful banks recognize that “the customer” isn’t just an external entity. Capturing untapped opportunities requires a collaborative culture that focuses on creating value for internal customers who, together, share the common goal of creating value for external customers. Part 2 in a blog series. by Donna Horrigan. Read Part 1 here. Under-met client needs are one of the greatest fears and frustrations every senior bank and credit union leader has, especially now, with other banks’ products a

Banking 43

Banking How To Culture Meeting 43

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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.

Self Service

Forrester's Customer Insights

AUGUST 21, 2019

As an analyst at Forrester, I talk to a lot of IT professionals. One of the most common inquiries lately goes something like this: “We’ve piloted DevOps and Agile and like the results. However. ” and then come the “what-abouts.” What about ITIL, the NOC, the auditors, the service desk, and perhaps […].

Tools 52

Tools Technology Strategy Management 52

Happy or Not

AUGUST 21, 2019

By Heikki Väänänen, CEO & Founder | HappyOrNot For my latest Forbes article I wrote about the unique talents and abilities that introvert leaders possess. I am proud […] The post Forbes: What Introverts Bring To The Leadership Table appeared first on HappyOrNot.

Leadership 48

Leadership 48

Lithium

AUGUST 21, 2019

How well does your business leverage social media to provide a great customer service experience? A Smart Insights study found that 80% of companies believe they deliver exceptional customer service on social media, yet only 8% of customers seemed to agree. Sure enough, the same study found one in three customer complaints are completely ignored. Keeping up with the growing number of social media users isn’t easy for businesses.

Social Media 40

Social Media Airlines Exceptional Customer Service Loyalty 40