December, 2016

What 1000 Consumers Say About Bad Customer Service

Kayako

CONTENTS. Intro: Word of mouth marketing. 1: The importance of getting it right first time. 2: Our experiment. 3: The results. 4: What this means for your business. 5: Is it too late to win the customer back? What you can do to rectify bad customer service. Takeaways. Intro: Word of mouth marketing.

11 Industry Experts Discuss “What’s More Important: Customer First or Profit First?”

Steve DiGioia

This original article was written by Steve DiGioia. Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. They tout the benefits of their product and how they tend to the specific needs, wants and desires of their customers.

Legacy Schmegacy – What Will You Be Known For? {Infographic)

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Employee Engagement General Human Performance Joseph Michelli Leadership Keynote Leadership Leadership Development legacy Michelli Experience The Michelli Experience

Achieve Stellar Customer Service with the Aloha Principle

360Connext

Hawaiians have a reputation for delivering stellar customer service. They seem to always maintain a genuinely warm and friendly manner when dealing with their clients, making it virtually impossible to feel dissatisfied even after experiencing some sort of service failure.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

More Trending

Amazon introduces Just Walk Out technology in its new no-checkout-required retail concept

Storyminers

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout.

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Nailing the Numbers – Your Future Equals Your Customer {Infographic}

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value General Human Performance Joseph Michelli Attention Customer Experience Consulting Customers Leadership Service-Centric Strategic Planning The Michelli Experience

5 Customer Feedback Hacks: Going Beyond the Surveys

360Connext

You want to create experiences customers will want to return to. It’s no sectet that learning what customers really want and need is a key component to this!

Survey 221

Building a fintech ecosystem: Why customer experience should come first

Vision Critical

If banks weren’t already feeling the pressure from financial technology (fintech) startups, they should be now: Fintech companies are officially mainstream.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

How to Leverage Six Sigma to Improve Customer Experience

inContact

For many years I have been a practitioner of both customer experience (CX) and Six Sigma , so I can personally speak to the unmatched advantages of bringing these two disciplines together.

On strategic management in CX

Customer Bliss

This will be a shorter post — end of the year and holidays — but I know a lot of people are thinking about strategic management as they transition from one calendar year to the next.

Take Your Customer’s Breath Away!

Wired and Dangerous

Today’s wired and dangerous customer is looking for organizations that are continuously pushing to improve the customer journey and take their customers’ experience to new heights. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Customers are on the lookout for companies who utilize innovation to find new ways to consistently wow their customers. Play-Doh® was the accidental by-product of an effort to develop wallpaper cleaner.

Customer Resolution 2017 – Perfect Experiences {Infographic}

Michelli Experience

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

Here’s My YouTube Hangout with Evan Carmichael

Steve DiGioia

This original article was written by Steve DiGioia. As a follow-up to my previous post “ 11 Industry Experts Discuss “What’s More Important: Customer First or Profit First? ”, I contacted Evan Carmichael – who offered to provide his response in a LIVE YouTube Hangout. Watch it below.

5 ways customer feedback can improve your content marketing strategy

Vision Critical

Did you know that 90 percent of all companies market with content ? Content marketing has become more than a strategy: it’s today’s marketing. Content marketing is more effective and efficient than other marketing strategies, and costs less for a greater return.

9 Ways Millennials Have Transformed Contact Center Customer Experience

inContact

As the fastest-growing consumer demographic, Millennials are poised to make a major impact on the American economy. By 2020, the spending of Millennials— those aged from roughly 18-to-mid-30s— will rise to 1.4 trillion annually. Years before this generation’s full influence will be felt, however, millennial preferences have already changed how contact centers think about customer experience.

Office holiday party: The CX of it

Customer Bliss

I’ve seen it a few places that the most popular time for an office holiday party is tonight (12/8), tomorrow (12/9), and this weekend. That makes sense. I know some companies and divisions that had an office holiday party last week/weekend, although early December does feel a little bit early.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Customer Experience: Can We Fix It?

ijgolding

As anyone with young children will attest, the well-known TV character ‘Bob the Builder’ is best known for coining the phrase ‘can we fix it?’, ’, followed by the cry of ‘yes we can!!’

It’s Not Easy Enough: Simplifying the Experience

Michelli Experience

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.

13 Powerful Job Interview Tips You Need to Know Now

Steve DiGioia

This original article was written by Steve DiGioia. The dreaded job interview, everyone hates them. But here’s the key to having a great interview – you must show how, based on your past proven experience, you (over anyone else) can bring value to the company.

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Health care mergers and acquisitions: Why patients and employees should come first

Vision Critical

In a recent interview with Fox Business Network, Cleveland Clinic CEO Toby Cosgrove, MD, shared why health care will see more consolidation in the next few years.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Are Your Contact Center Agents Empowered to Provide Great Customer Service?

inContact

We all want our agents to provide “great” service. When I think about “great” service, I envision a customer interaction that required little customer effort, that was resolved on the first contact, by the first agent, and in which the agent served as a positive ambassador for the brand. But, does hiring great contact center agents equate to great service?

Words Matter: How to Manage Customer Expectations with Better Communication

Comm100

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability.

Getting Your CCO Role Funded, With Camille Harrison – CB30

Customer Bliss

Episode Overview. Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. She has been in the role now for almost 40 months. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career.

It’s Not Easy Enough: Simplifying the Experience {Infographic}

Michelli Experience

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Trust Centric Customer Journeys

Wired and Dangerous

We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept.

Are Extended Customer Service Hours Still a Thing?

Who's Your Gladys?

Extended customer service hours – the ability of your customer to reach you when they perceive that they need you – is an important part of the customer relationship. Experts encourage companies to do whatever it takes to be there for the customer via social media.

6 Keys to Successful Contact Center Technology Change Management

inContact

Change is hard. As humans we are creatures of habit. Some of us have a hard time adjusting to a change in laundry detergent (you want me to switch from Tide to Gain?!) , so it is only natural that we and our agents sometimes have difficulty accepting and adapting to changes in our contact centers. Studies have concluded that 70% of change initiatives fail for a wide variety of reasons.

Customer Service Trends to Look for in 2017

Comm100

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring?

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.