Sat.Jun 11, 2016 - Fri.Jun 17, 2016

20 Customer Service Training Ideas and Activities for Busy Teams


Whether you’re planning a training course or using external courses, it’s important to take a break and have some fun in order to keep your team members engaged.

Are Your Bad Sleep Habits Ruining Your Contact Center Career?


Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived.

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The Social Media Customer Service Opportunity

NICE inContact

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media.

USAA and Publix Top 2016 Temkin Customer Service Ratings

Experience Matters

USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers (see.pdf with full list of companies). You can see all of the company data on the Temkin Ratings website. […]. 2016 Temkin Ratings Customer experience customer service

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Customer Experience Commitment – 2016 Customer Centricity Research Findings


When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. The problem with my subject, is that very often, there is no right answer!

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7 things you should know about Customer Intelligence Summit keynote speaker Jeanne Bliss

Vision Critical

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership.

So You Have No Customer Experience Budget… Now What!?

Experience Investigators by 360Connext

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer […]. The post So You Have No Customer Experience Budget… Now What!? appeared first on Customer Experience Consulting.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience.

4 Steps to Meet 24/7 Customer Service Expectations on Social Media

Joe Rawlinson

Social media customers have increasingly demanding expectations. About 95 percent of millennials expect brands to have a Facebook presence, and over 80 percent expect brands to be on Twitter, HubSpot research found.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Market researchers: You’re more valuable than you think

Vision Critical

Today, customers advise brands on where markets are going—not the other way around. According to a 2015 IBM CEO study , it’s “impossible to personalize products, services or experiences without a clear idea of customers’ core values and what’s happening in their lives.”

How Many of Your Customers Have Suggestions for Improving Customer Experience?


As a customer experience company, we field a lot of questions from prospects about customer feedback. In fact, it’s common for prospects to have a system for collecting feedback—from rudimentary snail-mail surveys to online survey platforms.

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Seven Ways to Properly Give a Gift to Your Customers


The After-Experience. Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past.

Countering Terror with a Service Heart

Michelli Experience

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter. Politicians will squabble about ways to mitigate future attacks and security experts will tell us how to make our businesses safer.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Building a Business Case for Customer Analytics


If you are in a product or service-oriented industry, it should come as no surprise that the way you engage with your customers means everything. How well you know them, whether you can provide personalized service, and if you can earn their trust and loyalty can all mean the difference between your customers spending their money with you or with your competitors. In a high stakes competition for customers, it’s important to ask yourself: Are you doing enough?

Gladys Recommends The Successful Mistake

Who's Your Gladys?

Today’s video blog offers insight into those dreaded business mistakes you might make with customers or colleagues. It’s based on a great new book THE SUCCESSFUL MISTAKE: How 163 of The World’s Greatest Entrepreneurs Transform Failure & Adversity Into Success!

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Guest Blog: The Power of Training in Customer Service


This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing.

Three Questions To Ponder on Microsoft and LinkedIn

Esteban Kolsky

Hello, Your friendly neighboring analyst (who apparently never writes anything anymore). I had to dust off the cobwebs for this one… I had such a busy day with calls and messages and emails and such – I figured it was a good time to break the streak and write something. First off, won’t comment on the price… OK, maybe just one tiny one. One of the people who was in the team who setup the Yammer deal (the one that was done for $1.2 billion, ‘member?

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Inside Customer Success: Moz


With more than 23,000 paying customers worldwide, Moz provides analytics software to track all of a website's SEO and inbound marketing efforts on one platform.

Retail’s Worst Nightmare – Virtual Reality!

Beyond Philosophy

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back.

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Amazing Business Radio: John DiJulius


John DiJulius on Secret Service & The Customer Service Revolution. Shep Hyken speaks with John DiJulius, international consultant, best-selling business author and owner of the award winning John Robert’s Spa. John shares ideas from his latest book, “The Customer Service Revolution.”

The Anatomy of a Detractor

Have you ever had one of those experiences as a customer where you walk away swearing to never return? Where nothing about how you were treated or what you were provided seemed anywhere near acceptable? I think everyone can relate to an experience like that.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization

Are You a Human or a Robot?

CX Journey

Image courtesy of Spectrum Solutions Pondicherry What really happens to humans when they walk into their offices or places of employment? A couple weeks ago, I wrote a post about emotionally unavailable customers.

Exposed: Lazy Employees Are Good For You!

Beyond Philosophy

We’ve all encountered these people in the workplace. The guy who wanders around joking with everyone but never seems to do any actual work. The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing!

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The 4Es to Cultivating Service Mindset

Up Your Service

We often hear leaders say, “We want our people to have a better service mindset.”. What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset , a fundamental way to view the world.

For Target And Lowe’s, What Happens In Retail Starts Online


As the earnings reports for two major retailers indicate, it’s quite difficult to predict exactly which categories consumers will be spending on — and promotional advertising or industry trends aside, The post For Target And Lowe’s, What Happens In Retail Starts Online appeared first on ForeSee. Retail Lowe's Target

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

8 Steps to a More Productive Live Chat Support on Your Website

Provide Support

8 steps to a more productive live chat support. If you are already offering live chat support service to your customers, you may have been thinking how to optimize your live chat procedures so that the tool brings the most benefits both to your company and your clients. This post is for you.

5 Things You Must Know About Your Customer For Success


Have you ever heard of the Five Rings of Buying Insight ? They are the five things that will determine if you have proper buyer personas -- ones that will positively impact your content creation, lead generation, and sales.

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The Metrics you need to Improve the Citizen Experience


Governments need ways to measure citizen experience and satisfaction so that common challenges with the digital experience can be identified and rectified – leading to better engagement and service. Citizen Experience