4 Keys to Handling Negative Customer Reviews
ReviewTrackers
MARCH 9, 2021
TechSee
MARCH 10, 2021
We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers.
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Steve DiGioia
MARCH 8, 2021
The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.
GetFeedback
MARCH 7, 2021
We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Experience Investigators by 360Connext
MARCH 8, 2021
“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
MARCH 10, 2021
The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.
Heart of the Customer
MARCH 9, 2021
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].
GetFeedback
MARCH 7, 2021
Uncover the value customer’s yield by gathering feedback with surveys.
Storyminers
MARCH 10, 2021
It’s a misconception to believe that stories can drive change or make it happen. The root of that belief is that leaders can ‘make’ people change to do new things in new ways. The fact is that nothing is farther from the truth. If your leadership style is punitive, consider changing it. It’s rapidly going out of fashion in the 2020s.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
NICE inContact
MARCH 11, 2021
The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.
Heart of the Customer
MARCH 12, 2021
Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.
Alida
MARCH 11, 2021
We’ve partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community. Alida was designed for brands that care about listening to the voice of their customer and just as importantly, actioning these insights across their business to make better, more customer-centric decisions, and ultimately drive growth.
Storyminers
MARCH 10, 2021
During this CX Quick Tips expert, Mike Wittenstein joins this week’s CX Quick Tips (less than 10-minutes) discussion with CX Expert and Editor in Chief of CX Global Media Jim Rembach. We will discuss a list of techniques people with ongoing projects can use to keep the momentum up and encourage an ever-greater number of team members (internal or partners) to participate and adopt new ways of working.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
NICE inContact
MARCH 9, 2021
Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.
ShepHyken
MARCH 10, 2021
I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.
Alida
MARCH 8, 2021
Given the theme of 2021's International Women's Day campaign: #ChooseToChallenge, Alida is choosing to take a stand to challenge gender bias and inequality.
Bob Hayes
MARCH 8, 2021
Results of a survey of data professionals show that about 1 out of 5 are women. Women are paid less than their male counterparts yet both women and men have similar levels of education. Ways of improving gender diversity in the field of data science are offered. Figure 1. US Labor Force Statistics for Selected Occupations. Even though women make up about half of the total workforce in the US, those numbers hide the disparities in some occupational domains.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Integrity Solutions
MARCH 11, 2021
Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it? While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment.
ShepHyken
MARCH 12, 2021
This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick. Needless to say, luxuries of life have been replaced by the ‘must-have’ items.
Eptica
MARCH 12, 2021
Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Published on: March 12, 2021. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.
Zeisler Consulting
MARCH 11, 2021
I used to work out at a gym that had a bothersome, but almost comedic tendency: Whenever a piece of equipment broke down, someone would diligently and swiftly mark it with an “Out of Order” sign. The particular machine would usually sit like that (broken, that is) for weeks on end. Now, part of this is the result of compartmentalized work: The person whose job it was to properly label broken machinery literally is done with his job once that sign is in place…it’s someone else whose res
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Wired and Dangerous
MARCH 8, 2021
Puzzles are fun…especially, on a rainy day when there’s no ballgame on television. Puzzles can be a great bonding experience for families. Putting a puzzle together has a lot of similarities with creating a great customer experience for today’s wired and dangerous customer. Putting a puzzle together begins by looking at the picture on the front of the puzzle box.
Daniel Group
MARCH 12, 2021
Are You Giving Customers the Experience They Desire? Part I. Welcome to Success Strategies. Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series: Giving Your Customers What They Want. Throughout the series, we will explore the importance of the following topics: Part 1: Make CX Easy focuses on the importance of making it easy for your customers to do business with you.
CSM Magazine
MARCH 11, 2021
More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. In this article, you can read about the good and the bad and decide based on what you learned.
One Millimeter Mindset
MARCH 9, 2021
An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally? Because professional proactivity is central to a cross-functional customer retention strategy.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
The DiJulius Group
MARCH 10, 2021
6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” Q: How do you attract them? A: “Not by running discounts; this type of. Read Full Article.
SurveyGizmo
MARCH 12, 2021
One of the biggest pain-points for most sales teams is the hand-off from sales to customer success or account management. How do you transfer several weeks or months of conversations in one meeting? Especially if all those notes aren’t documented in your CRM? Most hand-offs leave a lot behind and a lot of information that just gets lost. Which results in customers feeling like they must start all over again or they haven’t been heard.
PK
MARCH 11, 2021
Improving care efficiency lies at the heart of major changes in healthcare organizations across the country. From reducing hospital readmissions to proactive total health management initiatives, the need to leverage […]. The post Clinical business intelligence drives personalized care appeared first on PK.
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