Sat.Aug 17, 2019 - Fri.Aug 23, 2019

The Key to Cultivating Loyalty: Taking Action on Customer Feedback

IntouchInsight

Your source for the best knowledge on collecting data to drive business improvements

5 Challenges Customer Service Managers Face Today

CSM Magazine

Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace.

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Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors

Customer Bliss

As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions.

The Purpose Of A Corporation, Redefined

Experience Matters

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

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

How to win new customers with better experiences – Part 2

Kayako

In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey.

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How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes

MaritzCX

Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes.

Managing Gen-Z and Millennials in the Contact Center

NICE inContact

Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z.

How to Keep Members Engaged & Excited about Your Member Hub

Vision Critical

Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community.

Creating a Customer-Centric Culture: Share Data with Purpose

CloudCherry

Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of.

10 reasons why businesses enjoy the benefits of test marketing

QuestionPro Audience

Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. It is used across the business world to find out what consumers want and need in their everyday lives.

Workforce Management Basics in Today’s Contact Center: Part 2

NICE inContact

In Part One of this two-part series, we sought to demystify the forecasting and scheduling components of contact center workforce management. In Part Two, we will seek to address intraday management and employee engagement as components of a WFM program. Intraday management.

Get Rid of Opportunistic Fees & Improve Customer Experience

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents.

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Building a CX Dashboard

CX Accelerator

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so

7 risks of a bad research sample

QuestionPro Audience

The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights.

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It Turns Out, Customers LIKE Email

NICE inContact

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).

I’m Sorry, We’re a Little Short-Handed Today

Steve DiGioia

never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story.

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Do you say you want a Revolution?

CloudCherry

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of.

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How #socialmedia is changing the marketing landscape

QuestionPro Audience

Social networking and social media are no longer in their infancy. As these platforms keep on developing quickly, they become significant bits of the online design and experience that reshape how brands engage with their consumers.

Digital Customer Service on a Shoestring

NICE inContact

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.

What Can You Do To Create a Better Experience For Your Customers?

ShepHyken

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.

4 Lessons from AI Proof of Concept Failures in Customer Service

TechSee

Advances in Artificial Intelligence (AI) have delivered big wins for many B2C companies. AI technologies have enabled biometric identification, voice recognition, predictive analytics and, of course, chatbots.

4 Tips to Improve Your Contact Center Customer Experience

Comm100

If you’re in the contact center space, chances are you already have a customer experience strategy.

Get Your Contact Center Ready for the Modern Age

NICE inContact

If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine! That’s because all technology has a “shelf-life”. For many IT systems this is about seven years. This is also true for call center systems.

5 Top Customer Service Articles for the Week of August 19, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit?

7 Hacks For Your Small Business to Ensure Strong Customer Service and Customer Satisfaction

Joe Rawlinson

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.

Episode 62 – Treat Your Customer Service Representatives Like Royalty

Kristina Evey

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. employee engagement Employee Experience Planning for CX Podcasting Strategy

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how.

Guest Blog: Omnichannel Customer Service – Why should you implement it in your business?

ShepHyken

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience.

Unleashing the Power of NPS in the B2C World

ServiceDock

NPS has received some bad press lately from various bloggers, but when used properly Net Promoter Systems can be an effective engagement tool for customers and employees.

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Customer Satisfaction Best Practices You Need To Know

Totango

When you meet a customer’s expectations, you make them happy. That’s the basic concept behind customer satisfaction. Sometimes, however, the potential value of your product or service outstrips customer expectations.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.

Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success.

The Secret of Creating Loyal Customers

Beyond Philosophy

I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it.