Sat.Feb 25, 2017 - Fri.Mar 03, 2017

Could Employees Be Your Most Important Customer Segment?

MaritzCX

We hear a lot about treating employees as you would your best customers. There is a wealth of research pointing out the benefits of a happy and engaged workforce in creating a great client experience and leading to improved business results.

Why Exceeding Customer Expectations Can Make or Break a Business

Kayako

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets.

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Why Ford is Building an Engaging Customer Experience

ReviewTrackers

In case you haven’t heard, there’s a shift taking place in the automotive industry. After a century of the car being the center of the American dream, a symbol of individual freedom , automotive manufacturers are facing a new challenge.

Weighing the Pros and Cons of Cross-Trained Contact Center Agents

BlueOcean

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the best solution … or is it?

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers and before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

ENGAGE.cx

Part 1 – Traditional Loyalty is at a Cross-roads. Click to download The New Loyalty 3 part series. As consumers, we don’t have to look much farther than our own smart phone to realize that even the newest loyalty programs don’t really work. However, its not for a lack of trying.

What Is Growth Hacking and How to Use It in Business

LiveChat

For many people, “growth hacking” might sound like a buzzword. We constantly hear about growth hacking strategies, growth hacking experiments and growth hacking techniques, and the word itself gets more and more popular over time. But is it a buzzword only?

Lyft’s VP of Customer Experience and TRUST, With Mary Winfield – CB40

Customer Bliss

About This Episode. I was really enamored in speaking with Mary. Lyft is a company founded on a specific mission ( more here ), and her role is designed to reflect both customer experience and trust.

Why Only 15% of Voice of Customer Programs are “Very Successful”

ClearAction

Why Only 15% of Voice of Customer Programs are “Very Successful” Lynn Hunsaker. Only 15% of voice of customer (VoC) programs are considered “very successful”* by their managers, according to the Temkin Group’s State of Voice of Customer Programs 2016 report.

37 Techniques to Achieve Excellent Customer Service

Excellent customer support is essential for any business. Many are turning to phone support as the most effective way for developing personalized and real-time connections and solutions for their customers.

How Your Customers Measure You

Clarabridge

By Dale Roberts. VP Professional Services EMEA. Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? If you do want to put customers first, you need to think like your customers. Do you understand how your customers measure you?

Designing a Customer Feedback Survey That Helps You and Doesn’t Annoy Customers

PeopleMetrics

If you want to grow your bank by acting on individual customer feedback, your success depends upon a fundamental principle—you have to engage and encourage customers to provide feedback. In this regard, we advise our clients to follow the five tenets listed below.

Blue Ocean Contact Centers Wins Bronze Stevie® Award in 11th Annual Stevie Awards for Sales & Customer Service

BlueOcean

Canadian Contact Center Recognized Alongside Top International Sales and Customer Service Organizations at Las Vegas Award Ceremony. Blue Ocean Contact Centers, an outsourced Canadian contact center providing high quality solutions for complex customer care requirements, won the Bronze Stevie® Award in the Customer Service Team of the Year – Recovery Situation category at the 11 th annual Stevie Awards for Sales & Customer Service.

6 Building Blocks of Long-Lasting Customer Relationships

Amity

​As a CSM, a key focus of your day to day activities will be to maintain constant communication with your clients. Throughout their customer journey, there’ll be a number of touchpoints and you’ll most likely be dealing with different stakeholders throughout the way.

Customer Experience Transformation in Telecoms

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

Podcast: Why Front-Line Obsession Is Critical to Growth

Bain

Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in.

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)

LiveChat

Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck.

To Get Loyal Customers, Start with Loyal Employees

Beyond Philosophy

Hotel giant Hilton recently dropped the H from its rewards program , replacing the linguistically puzzling Hilton HHonors with an easier to pronounce version, Hilton Honors. The change is more than cosmetic.

Onsite VS Remote IT Support: Which Is Best For Your Business?

Merlin

In every business model, IT support services are vital as they do tasks that range from simple computer-related issues up to company-specific software. However, businesses are now faced with the dilemma whether to have an on-site IT support service or a remote one.

The Ten Commandments of Customer Service

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

An Inspiring Mission Is An Employee Magnet

Experience Matters

If you want to recruit the best employees, make sure that your organization has an inspiring mission. Temkin Group recently surveyed 10,000 U.S. consumers about their preferences for a new job. Respondents chose one of these three attributes: the company’s mission, pay level, or new boss. An inspiring mission was the most popular option–and it wasn’t even close. Here’s what people selected: Inspiring […]. Customer experience Employee Engagement Purpose

G2 Crowd Awards Talkdesk’s Contact Center as High Performer

Talkdesk

One week after Talkdesk topped GetApp’s list of Call Center Leaders , another third-party analyst has released an industry report with Talkdesk leading the way.

37 billion reasons to improve customer experience

Eptica

Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Published on: March 01, 2017. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands.

The ABCs of PCT and Its Critical Role in Outstanding Customer Experiences

Michelli Experience

Long ago I received my Ph.D. in clinical psychology with an emphasis in dynamic, interactive human systems like married couples, families, and businesses.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How a Good Ticket Agent is the Key to a Successful Day

Steve DiGioia

This original article was written by Steve DiGioia. Life is stressful. The societal pressures of work, providing for your family, body image, social media , etc. are bad enough; the last thing you need early in the morning is a grumpy ticket agent to start your day off on a miserable note.

Moving Your Call Center to the Cloud After Avaya’s Bankruptcy

Talkdesk

Last month, Avaya filed for Chapter 11 bankruptcy. The company will continue to operate and has plans to retain control of their contact center, but there are certainly plenty of question marks around the long-term viability of their offering.

Social Media as a Service Channel: Are You Making These 3 Common Mistakes?

StellaService

Let’s face it. Social media is part of your service channel mix, whether you like it or not. Granted, social represents a small percentage of your customer interactions. And the resolution rate is relatively low. But among all your channels, social is the most visible.

5 Top Customer Service Articles For the Week of February 27, 2017

ShepHyken

Each week I read a number of customer service articles from various online 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. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

We surveyed financial services CX leaders and here are 4 things we learned

OpinionLab

We recently commissioned an independent survey of financial services customer experience leaders to understand CX performance across the industry. Here are four key learnings that quickly became evident: Learning 1: 50% do not have a dedicated CX department.

Inspiration is waiting for you at C3 2017

Clarabridge

Miami will be hotter than ever when C3 2017 begins in just two months. Clarabridge Customer Connections (“C3”) is the must-attend event for customer experience professionals.

Best Practices for Customer-Centric Decision Making

PeopleMetrics

Great customer experiences don’t just happen. They require deliberate decisions and supporting leadership behaviors.

What Good are Obsolete Strengths?

Andrew Mcfarland

A few weeks ago, I noted that change isn’t required in business, but neither is survival. Let’s assume you’re interested in survival. You may have encountered a SWOT analysis on the job or if you went to business school. Customer Experience Extinction Michael D.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.