Sat.Oct 06, 2018 - Fri.Oct 12, 2018

A People-First Approach to Better Customer Experience – Opentalk18


No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage? More importantly, how do we earn and keep the trust of our customers to create lifelong loyalty?

3 Ways Convenience Store Retailers Can Collect More Customer Feedback


Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback

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When emotions run high, the “cooler head” may be made of silicone


OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center. Customer Care

Millennial Generation Customer Service – The Ultimate Guide


A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

[Originally published in The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience.

4 Tech Trends That Broke the Field Service Mold

Smarter CX

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio.

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More Trending

3 Ways to Become a Customer Feedback Brand


Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”?

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

[Originally published in The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

Webinar: Driving Action, not just Insights


There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights.

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Build a Data-driven CX Program Without IT: A Centriam Story

Centriam Customer Experience Lab

Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact.

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How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

How to Drive Brand Advocacy with Your Net Promoter Score (NPS) Survey


In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”.

Where Can Artificial Intelligence Improve Your CX?


Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality.

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Traveling on a Budget: Top 5 Cities in the U.S.

QuestionPro Audience

Americans traveling solo is at an all-time high right now, particularly among millennials. Travel, in general, is easier than even a decade ago. With smartphones, we’re able to research and book travel plans, but once you’re there, activities cost money.

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Is a Strategic Contact Center Partnership Even Possible? [eBook]


Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others.

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The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Delivering a Seamless Customer Experience: Lessons from Forrester CX SF


Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience

Multichannel CX Isn’t About Saying “We’ll Get Back to You”


Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results.

3 Ways to Leverage Customer Feedback

Andrew Mcfarland

(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t. Customer Experience Guest Post

The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

The New Trend in Petcare Healthcare: CBD

QuestionPro Audience

Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership.

Implement Continuous CX Improvements in Your Contact Center


Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center.

How Does CX at Not-For-Profits Compare to For-Profit Organizations? A Conversation with Martin Hand of St. Jude Children’s Research Hospital

Customer Bliss

I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. Jude Children’s Research Hospital , where I gave a keynote to their team.

Baseball Fans Lean To The Right

Experience Matters

As a die-hard Red Sox fan, I really enjoy watching the MLB playoffs. As a matter of fact, baseball is one of the two major U.S. sports that has gained TV fans since 2012 (see our Fan Experience Benchmark). But even with sports on TV, I couldn’t hide from the news updates full of partisan political bickering. So it made me think… what are the political views of baseball fans? I know that’s a pretty obscure question, but it turns out that we have the data to figure it out.

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How Retailers Can Drive CX Excellence Through Store-Level Execution

Speaker: Jere Matthews, VP, Operations at Rutter's

Join Intouch Insight and Rutter's on October 25 at 2pm EST to learn how one of America's favorite convenience stores delivers on their brand promise.

Top Tips to Deliver the Best Customer Experience


Every company wants to be customer-forward nowadays, probably because people know that, ultimately, it’s the customer that keeps them in business.

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Do You “Love Up” Your Customers Every Day?

Wired and Dangerous

Last week was National Customer Service Week. We hope you had many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not!

How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer

Customer Bliss

How to deliver exceptional Digital Customer Experience?

Customer Guru

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning.

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture


With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants.

Finding What Your Customers Need Next Is The Best Way To Steer Your Brand


Guest post by Lexie Lu. Gaining recognition for your brand is a big task. Not only do you have to tie marketing into branding, but you also have to consider every aspect of your reputation in order to manage the way people remember your company.

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Marketplaces, Platforms, Ecosystems, and You

Esteban Kolsky

If you ever read my blog you know that Sameer Patel (CEO of Kahuna) is a good friend and someone who challenges me from time to time on how to explain things. No, I won’t be doing any more one-page summary of complicated topics, sorry.

How To Make Your Experience Convienent

Beyond Philosophy

What are the six strategies for making your experience convenient? Colin and Ryan interview Shep Hyken, Customer Service and Experience expert about his latest book “ The Convenience Revolution ‘ Shep reveals these strategies.

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.