2015

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

Brands 249

Customer Loyalty Depends on the Word “WHY”

Kristina Evey

Understand WHY Customers Remain Loyal to Your Company. Many people assume that customer loyalty and customer satisfaction is based on asking one very important question – What is the likelihood of you referring others to do business with us?

Why You Can’t Be a Perfectionist Forever

Steve DiGioia

are your expectations too high? This original article was written by Steve DiGioia. One of the challenges faced by a perfectionist is longevity. When we are younger and have energy to burn, we can relentlessly work through exhaustion and jump through hoops daily to achieve the perfection we seek.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

More Trending

People wranglers or individual contributors? What’s the difference and who is most important?

Kayako

Implications of the traditional team structure. Companies are finding new ways to improve the way they run. One of those ways is rethinking the way the company is structured and review the opportunities for career progression.

Report 206

7 Ways to Become a Tour Guide to Service Excellence

Who's Your Gladys?

After ten amazing days in Italy my passion for customer service is stronger than ever. During the trip, my husband had one request, “No work on vacation!” I tried… really …but I kept finding myself taking notes.

Hotels 206

Key Steps to Successful Agent Coaching

inContact

Many agents and supervisors cringe when it is time for coaching. From an agent perspective, the coaching experience has historically been associated with a supervisor controlling a conversation; speaking to what the agent has done wrong on a call.

Sports 188

Rate the Reliability of Employee Support

Customer Bliss

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey.

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.

Connecting with Today’s Wired & Dangerous Customers

Wired and Dangerous

Customers today are Picky– more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. They are well-informed about choices, smarter in choice-making, and selective in whom they elect to join.

When it comes to customer service, be a leader

NewVoiceMedia

I’ve seen pilots engage with passengers before, but Gerald Higginbotham takes it to a whole new level. I encountered Gerald as I was boarding a very early morning flight to Dallas. He was one of the pilots, and he was greeting every single person as they stepped onto the plane.

How to Use Marketing Quotes to Inspire and Catalyse Action

C3Centricity

Posts which include quotes are amongst the most shared on social media. Everyone seems to love them. This is because they are short, simple and often inspiring. They also usually fit conveniently into the 140 word limit of Twitter posts.

Good Business Is About Showing Customers the LOVE Through Good Customer Service

Kristina Evey

The secret sauce to getting more customers and making more money? Show Your Customers The LOVE! Show Your Customers the Love. It doesn’t get any simpler than that.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

This is Why Cheerleaders Give the Best Customer Service

Steve DiGioia

get your pom-poms out! This original article was written by Steve DiGioia. Last Monday I was fortunate to get out of work early enough to rush over to watch my daughter’s cheerleading squad perform during the high school football game.

Customer Satisfaction Versus Customer Loyalty

Comm100

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer.

A Shot in the Arm for the No Good Healthcare Experience

360Connext

It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m I’m happy to report there is nothing wrong.) But this is not the story of the actual medical diagnosis.

5 ways to retain your customer support staff

Kayako

Many companies face the same challenge with their customer support team: how to prevent the support staff from leaving. Common reasons for this boil down to burnout, the feeling of ineffectiveness and lack of accomplishment.

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.

Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. That’s why we sat down with Steven Kalczynski, Managing Director of The Townsend Hotel, a luxury hotel nestled in the upscale shopping district of Birmingham, Michigan.

Hotels 205

A Tale of Two Live Chat Scripts

Velaro

Well-crafted pre-made messages for live-chat (and leniency to divert from them) can be a major factor in customer satisfaction. The numbers are clear. Customers love live-chat. Live-chat is good for the bottom line. Live chat can save customers a lot of time.

Report 173

Build a Customer Listening Path

Customer Bliss

In Competency Three (Customer Listening Path), you follow the customer journey stages to create a unified listening path that consolidates aided and unaided listening. Build a blend of quantitative and qualitative information to tell the story of customers’ lives.

Seeing through the Eyes of Your Customer

Michelli Experience

Having just finished my new book about Mercedes-Benz and given that I recently spent time with Mercedes-Benz dealers at their annual conference in Las Vegas, I took the liberty of modifying a popular children’s logic puzzle by inserting a Mercedes-Benz E class.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. Are you surprised? If so, you’re not alone. Understanding customer expectations is key to your CX strategy. But technology and consumer preferences change so fast. How well do you really know what your customers want?

The 9 Stages Of The Archetypal Customer Journey

Kerry Bodine

No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions.

How a Company Reacts to a Crisis Says a Lot About its Customer Centricity

C3Centricity

In the UK, there was a recent, highly publicised “significant and sustained cyber-attack“ on the Telecom company Talk Talk’s website. According to the news as I write this, it seems that a fifteen (!!!) year old Irish lad and a 16-year-old Brit may be responsible.

Stop Kidding Yourself! Are You Interested or Committed to Delivering Amazing Customer Service?

Kristina Evey

“I’d kill to have a golf swing like that!”. “I’d I’d do ANYTHING to lift that much weight and look like that!”. We’ve all heard, and made, statements like this about something in either our personal or professional lives. But really, we are all a bunch of liars. Committed to Service.

12 Rules to End Bad Customer Service – Part 2

Steve DiGioia

This original article was written by Steve DiGioia. Once again, time to discuss how to end bad customer service. Have you followed any of my first 6 rules in Part 1? I h ope so, because I know they work. Strap yourself in; here’s Part 2. . ~~~~~~~~~~~~~~~~~~~~~~~~~~~.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Why Your Business Needs a Ticket Management System

Comm100

What Is a Ticketing Management System? A ticketing management system is software that allows your business to create and manage support tickets. A support ticket is the process of tracking the updates and details of a problem from the moment it’s reported until the issue is resolved.

System 207

3 Lessons re: Design Thinking and Customer Delight

360Connext

Fall in love with the problem, not the solution. The mantra among leaders of the software company Intuit is to fall in love with the problem, not the solution.

17 tools to help you write the perfect email to just about anyone

Kayako

L et’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m I’m talking about Crystal. More on this later.).

Tools 199