Sat.Jun 25, 2016 - Fri.Jul 01, 2016

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

Speech Analytics: Changing the Game for Contact Center Technology

NICE inContact

Speech Analytics allows customer support organizations to analyze audio of customer interactions for mentions of keywords or phrases, call themes, as well as the sentiment and emotions of callers. In the past, organizations have relied on humans (i.e.,

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15 Top Customer Service Training Courses for Your Agents (Half Are Free)

Comm100

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction.

Course 205

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

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.

The 3 Customer Service Skills of Brilliant Support Teams

Kayako

This is a guest post by Lindsay Willott, founder of Customer Thermometer. I recently read the unputdownable The Hard Thing About Hard Things by Ben Horowitz, famed founder of tech VC Andreessen Horowitz.

More Trending

How to get buy-in—and budget—for customer intelligence software

Vision Critical

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

Personal Brand Vetting – THEY are Listening

Michelli Experience

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences.

Brands 157

[eBook] The 2016 Contact Center Buyer’s Guide

BlueOcean

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team.

eBook 156

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.

Visual storytelling to communicate insight: Data visualizations in Vision Critical’s customer intelligence platform

Vision Critical

Storytelling is the key to effectively communicating insight. A purposeful story creates impact in a way that data and spreadsheets alone can’t.

Changing Customer Behavior: Your Brain Loves a Story

Experience Investigators by 360Connext

The following is a Best of 360Connext post Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and totally complex, almost spiritual, machines in another. The more we learn about […]. The post Changing Customer Behavior: Your Brain Loves a Story appeared first on Customer Experience Consulting.

Reflections of A Practitioner: CX Maturity, Customer Expectations and the Use of Predictive Analytics

MaritzCX

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

Customer Experience Lessons for Start-Ups, With Lesley Mottla- CB011

Customer Bliss

Episode Overview. Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market.

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!

Your Hotel SHOULD Sweat the Little Things

Steve DiGioia

have you forgotten the attention to detail? This original article was written by Steve DiGioia. A recent overnight hotel stay proved to me that just because one aspect of a business runs well doesn’t mean that all the others do too.

Hotels 175

Communicating What Matters Most!

Wired and Dangerous

In the last few months we have visited the CEO’s of two different companies. Both had executive offices that were interior decorated to communicate importance and prestige. Both offices were supported by an administrative assistant that could have written the book on great hosting.

Exhilaration and Confusion: Stage 4 (Respond) of CXEvolution

MaritzCX

As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk. View Article. General

The Top Trend to Change Our Industry in the Next Five Years

Calabrio

We think about analytics frequently at Calabrio. We think about how to improve the use of data, how best to implement analytics strategies, and how to make that data work in meaningful ways for businesses like yours. It’s not just because we’re data lovers (we are!), it’s because we know analytics is the key to unlocking what’s been so close yet so out of reach for so long—the voice of the customer.

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.

Validate Your Customers Decision to Do Business with You

ShepHyken

My effort to make the sale is validated when the customer chooses to do business with me. Then it is just as important, if not more so, for me to validate my customer’s choice to do business with me through what happens after the sale. I’ve been thinking about the concept of validation for a while.

Sales 97

More shocking news about Airbnb!

Beyond Philosophy

Airbnb, the home sharing site that says you can “Belong Anywhere,” is suffering! They have now launched legal action against San Francisco over a new law that would require it to delist hosts who have not registered their living spaces.

Exhilaration and Confusion: Stage 4 (Respond) of CXEvolution

MaritzCX

As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk. View Article

Hiring, Developing, and Retaining Your Customer Success Team

natero

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams.

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

Guest Blog: Improve Company Culture By Listening to Your Employees

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture.

It’s Easy! How To Attract Customers.

Beyond Philosophy

We all know that internet consumers have the attention span of a flea. If something doesn’t immediately grab their interest, they’re likely to be off to the next website within seconds. This is a challenge for companies that depend on their websites to attract and engage customers.

How To 123

Exhilaration and Confusion: Stage 4 (Respond) of CXEvolution

MaritzCX

As CX programs mature, they become more central and integral to the companies that use them. MaritzCX’s Organizational CX Maturity Model, CXEvolution, has eight stages, as illustrated below. As they evolve through each of the eight stages, companies increase the integration of customer centricity into their operations and strategies. Today, I am going to talk. View Article

Making Useless Nails vs. Achieving Your Desired Outcome

CX Journey

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts?

NPS 118

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.

Amazing Business Radio: Jeff Lesser

ShepHyken

Jeff Lessor Talks about Improving Customer Service with Twitter. Shep Hyken speaks with Twitter’s Senior Marketing Manager, Jeff Lesser, about how to use Twitter for customer service. More and more customers are posting comments and questions for companies on Twitter.

5 Reasons Why You are Losing Loyal Customers

Provide Support

Customer Loyalty. In any business existing customers leave and new customers arrive. However, there are customers who are the backbone of any business, they are the loyal customers.

Someone Who Loves Zappos.com Loves You

COPC

This is part of our occasional series called CX Stories, which are personal accounts by COPC Inc. employees about their own positive customer experience. This story is from Judi Brenstein, vice president, COPC Inc. I have been buying shoes from Zappos.com since 2001.