When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys? It takes self-control to handle a customer with over-the-top expectations.

Are You Meeting Your Customers’ Expectations for Omnichannel Service?


How do you know if you’re meeting their expectations for Omnichannel service? The post Are You Meeting Your Customers’ Expectations for Omnichannel Service?

Tools for Your Next Team Meeting

Brad Cleveland

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.

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SXSW Interactive Parties: Meet ReviewTrackers at These Events


Here’s a list of parties and events where you can meet up and say “hello” to the ReviewTrackers team. (If The Consumer Technology Association is hosting a meet up in Austin for current and future CTA members. Women in Digital: SXSW Meet Up .

CMO, meet your new best friend: The contact center


The post CMO, meet your new best friend: The contact center appeared first on Calabrio.

Positive Psychology Meets Customer Experience

Experience Matters

Last week, the Temkin Group leadership team attended the World Congress on Positive Psychology in Orlando. Kudos to the International Positive Psychology Association for putting on such a great event.

How to Meet Changing Customer Expectations

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer expectations customer experience customer relationships

Not meeting your Targets? Here’s why

Beyond Philosophy

We help them see how they can alter the way they do things to influence irrational decision making in a way that meets business goals and promotes customer loyalty. The post Not meeting your Targets?

Meeting and Exceeding Millennial Demands: A Lesson from Mortgage Customer Service


While each type of interaction can demand a different channel preference, businesses should at least make all of the primary channels available in order to meet us where we are instead of forcing us to communication channels that we aren’t very fond of.

Meet ReviewTrackers at the NRA Show 2017


Meet ReviewTrackers at booth No. Online reviews provide information about the customer experience at your restaurant. Customers are 43 percent more likely to leave a review after a positive experience at a restaurant and 46.7

Life’s too short for bad customer service. Meet the new Kayako.


When we built the first Kayako, we wanted to create a customer service tool that had the customer at its heart. Something that would help us speak the customer’s language, tick their boxes, and voila — ticket closed. Happy customers, happy support team, right? But times have changed.

5 Reasons Companies Fail To Meet Social Media Expectations

Provide Support

Why Companies Fail To Meet Social Media Expectations. The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor.

Where Insight Meets Engagement

Think Customers

Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency.

Meeting Millennial Customer Expectations


Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business.

The Most Creative Meet the Team Pages


The most creative and fun to watch “meet the team pages” I found online. Sometimes people put a lot of money, work and time into creating great meet the team pages. The post The Most Creative Meet the Team Pages appeared first on LiveChat.

Dealing with Moaners and Complainers during Emotionally Charged Meetings

Who's Your Gladys?

Running an effective meeting isn’t always easy – especially when emotions run high. The post Dealing with Moaners and Complainers during Emotionally Charged Meetings appeared first on Who's Your Gladys?

The Customer Minute! The simple way to get ‘Customer’ on to your agenda


Over the last 22 years – yes I am that old – I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings.

How to Meet the Needs of Your Smart Customers


Simply put, you must be as prepared to meet the needs of your “smart” customers as they are to interact with your company. Below is information about how your team can leverage call center software to meet the needs of your “smart” customers.

Angry Customers? “…meet them where they are”

Brad Cleveland

Here’s a great quote to discuss at your next team meeting: “It’s easy to accept the easy customer. But as Morantz [Craig Morantz] aptly points out, you will always deal with angry, bitter, frightened and emotional customers.

Women in Technology: Meet Vikki Kolbe, Senior Vice President of Industry Cloud at Oracle

Smarter CX

The post Women in Technology: Meet Vikki Kolbe, Senior Vice President of Industry Cloud at Oracle appeared first on SmarterCX. SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders.

Instant Satisfaction: How to Meet Rising Customer Expectations

Joe Rawlinson

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. In 2015, 47 percent of U.S.

Meet the Science Superstars of Customer Service!

CSM Magazine

Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center. The team does more than just sell admission tickets and merchandise.

Meet the Gaugies: Boryana Boveta, Director of Customer Success Management


The post Meet the Gaugies: Boryana Boveta, Director of Customer Success Management appeared first on CustomerGauge. Boryana Boveta, Director of Customer Success Management, shared with me the professional background that led her to her position, the accomplishments of her unique team, and the best parts about working at CustomerGauge. What’s your professional background and how did it lead you to CustomerGauge? Boryana: “I joined CustomerGauge a year ago. Previously, I had […].

Meet the Gaugies: Senior Product Manager Trishaala Chengappa


The post Meet the Gaugies: Senior Product Manager Trishaala Chengappa appeared first on CustomerGauge. The first in our interview series with the leaders of CustomerGauge is Senior Product Manager Trishaala Chengappa. Starting off as a Client Operations Professional, then a Product Manager and now leading the Product team, Trishaala has been with CustomerGauge for six years. She recently sat down with me to give some insight on her perspective […].

Mistakes to Avoid When Running a Virtual Customer Meeting


Virtual meetings are a convenient way to work directly with your customers while improving and building a relationship. There are now all kinds of services and platforms that make it possible to hold such meetings. However, preparing an agenda helps to keep the meeting on point.

Intelligent Experiences: Where CX Meets Tech


The post Intelligent Experiences: Where CX Meets Tech appeared first on Mike Wittenstein. From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters. They used the then-new tech to operate more efficiently and profitably—mostly by shifting work from a company’s payroll to its customers’ shoulders.

Meet your first wave speakers for Customer Success Summit 2018


Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. The first wave of speakers has been announced and the experience and CS knowledge they bring to #CSSummit18 is priceless. Here are a few of our first wave speakers you don’t want to miss: Nicolle Paradise. Senior Director of Client Experience.

Meet Your Customer Experience Goals: A Four-Step Guide


Here are some key steps to take now to ensure this happens: Identify who needs to be involved in your business review meetings (e.g., Schedule monthly, recurring customer experience business review meetings with all attendees. Schedule longer quarterly meetings to review upcoming rocks.

Customer intelligence meets storytelling: 3 benefits of using Stories in the Sparq platform

Vision Critical

Storytelling is a powerful tool in business. Compelling stories grab people’s attention, help communicate a more memorable message and inspire action among important stakeholders.

The huddle: The short meeting that leads to big results


That’s why smart companies like Apple, Zappos and Telstra gather their employees regularly for short meetings, or huddles. While these meetings may be short (usually 15–30 minutes), they’re the glue that connects individuals to each other and to the larger organization and its mission. During what we at Bain call “case team meetings,” teams working on projects together discuss their progress, challenges they’re facing and feedback from clients.

When Brand Promise Meets Customer Experience Improvement


Because I relish in writing about confusing things, I thought I’d jump back into the muddy relationship between brand and customer experience. So grab your boots. Let’s get started. Brand is the Promise. Imagine brand managers, sleepless in the twilight, worried about their work.

Running a Terrific Customer Meeting (Before, During, and After)


Dear Louise, What are some best practices around preparing, delivering, and following up from a customer meeting? Your strategy before, during, and after the meeting needs to documented and followed throughout the Customer Success organization.

6 Tips to Make Sure You Are Meeting Your Customers’ Expectations

Win the Customer

Meeting customer expectations is incredibly important for any business that wants to be successful today. Here are six tips to make sure you are meeting your customers’ expectations. Look closely at your analytical data to see whether you are meeting customer expectations. A direct way to make sure you are meeting customer expectations is to use surveys. You can continue meeting customer expectations by taking action when feedback reveals trends.

Gamification and Crowdsourcing Meet Customer Service

Win the Customer

Customer service is the new battleground for business competition. Any organization that wants to remain relevant today will need to ensure that they’re ready and willing to listen, engage, and respond to customers through the customer’s preferred communication channels in real time.

The Power of the Last and Lasting Impression


Nayeli shared that Encore has a relentless focus on customer service, and part of their customer experience includes a “departure meeting” where they can personally thank clients and get feedback on the event they helped produce. It’s a sit-down meeting, which is a central part of the process.

Why Is Meeting Service Level Agreements So Challenging?


Managing to Service Level Agreements (SLAs) can be a daunting challenge, mostly because few organizations can view and track service requests and work items from the point of origin all the way through execution.

The art of meeting customer expectations

Service Untitled

Sales people driven by dollar signs are just eager to take advantage of a situation because it means a financial reward or maybe a sales award at the next staff meeting. Meeting your customers needs to own your market It’s tough out there, and everyone is competing for the.

Sometimes, meeting customer promises isn’t so impressive.

Heart of the Customer

The post Sometimes, meeting customer promises isn’t so impressive. A few weeks ago, I found myself flying Air Canada for the first time.

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

Joe Rawlinson

If you’re a small business with a small staff, meeting these expectations may seem daunting. Social media customers have increasingly demanding expectations.

Meeting the CX needs of the connected consumer


Date: Wednesday, December 6, 2017 Meeting the CX needs of the connected consumer. How can brands ensure that they understand the needs of connected consumers and are delivering an experience that meets their increasing demands?