Customer Bliss

NOVEMBER 18, 2020

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Customers That Stick

NOVEMBER 16, 2020

Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the near-term future looks like.

Self Service 78

Self Service Customer Service Banking Financial 78

Strikedeck

NOVEMBER 17, 2020

Vincent Manlapaz, in an interview with Brett Andersen talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

Innovation 78

Innovation Customer Expectations Strategy Management 78

eglobalis

NOVEMBER 14, 2020

Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.

Employee Experience 533

Employee Experience Customer Experience Customers Customer relationships 533

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Experience Investigators by 360Connext

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please’s and thank you’s aren’t very common anyway, but especially

How To 372

How To Airlines Social Media Tips 372

NICE inContact

NOVEMBER 16, 2020

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location. It has evolved over the years, from local storage, to data warehouses, and now the data lake concept – with each step, creating better capabilities for companies to store, manage and analyze the growing amount of data generated each day.

Contact Center 220

Contact Center Data Analytics Management 220

QuestionPro Audience

NOVEMBER 20, 2020

What is a sampling error? A sampling error occurs when the sample used in the study is not representative of the whole population. Sampling errors often occur, and thus, researchers always calculate a margin of error during final results as a statistical practice. The margin of error is the amount of error allowed for a miscalculation to represent the difference between the sample and the actual population.

Apparel 195

Apparel Study Survey Groups 195

BlueOcean

NOVEMBER 20, 2020

As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients. It is our pleasure to share just a small sample of the amazing words of gratitude and recognition from our clients’ customers for our agents.

Retail 156

Retail Course Culture Company 156

GetFeedback

NOVEMBER 16, 2020

After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas.

Innovation 195

Innovation Customer Insights Feedback Brands 195

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

NICE inContact

NOVEMBER 19, 2020

Customer loyalty and retention are at the top of the list when it comes to contact center goals. But driving loyalty and retention takes more than just measuring the customer satisfaction score (CSAT) or the net promotor score (NPS) and calling it a day. There are a lot of other indicators that impact customer loyalty and overlooking them can lead to missing the mark on customer experience.

Customer Satisfaction 199

Customer Satisfaction Metrics Contact Center NPS 199

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? This episode of The Intuitive Customer, for starters. Recorded in celebration of the recent CX day, Colin joins fellow experience experts and champions Lewis Carbone and Joe Pine to talk all things Customer Experience.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. It can turn into hundreds of negative reviews and bad word of mouth, which spreads quicker than a wildfire.

Ecommerce 148

Ecommerce Training Customer Service Net Promoter Score 148

UJET

NOVEMBER 16, 2020

This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.

Contact Center 138

Contact Center Strategy Roadmap Consulting 138

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Voice of Customer

NICE inContact

NOVEMBER 19, 2020

There’s a lot to consider when making the software choice for your contact center. And this is why NICE inContact is especially grateful to be recognized by Frost & Sullivan as the recipient of the 2020 European Contact Center as a Service Competitive Strategy Innovation and Leadership Award.

Contact Center 156

Contact Center Contact Center Software Software Leadership 156

Beyond Philosophy

NOVEMBER 19, 2020

From time to time, I participate in speaking engagements and, in the time of COVID-19, virtual speaking engagements. I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. I learned a few things that I would love to share with you, and discussed on my most recent podcast , regarding where we are now with Customer Experience and, perhaps more importantly, where we are heading.

Customer Experience 133

Customer Experience ROI Conference Engagement 133

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

Loyalty 146

Loyalty Self Service Customer Service Training Tips 146

CSM Magazine

NOVEMBER 19, 2020

Writing is seen as such a Herculean task that it is often outsourced and that can be a great idea. If you look at the writing involved in a task and you realise that it is something that you cannot handle, it’s easy to get an essay writing service to deal with it for you. Nonetheless, academic writing is a very useful skill that you must acquire as a manager.

Management 139

Management Social Media Communication Report 139

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

TechSee

NOVEMBER 16, 2020

It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues.

Self Service 109

Self Service Contact Center Effort Score Knowledge Base 109

Talkdesk

NOVEMBER 19, 2020

Call centers are often high-stress environments, especially when customer demands relate to urgent issues such as health or financial well-being. Automating processes and tasks is a key step to reducing stress and boosting productivity. For contact centers, the competitive advantage lies with being customer-centric and providing the best customer experience (CX) possible.

Contact Center 136

Contact Center Average Handle Time Competitive Advantage Call Center 136

Cyara

NOVEMBER 19, 2020

There is nothing as scary as testing against a production system. The number of possible “what if” scenarios include everything from system crashes and software failures, to faulty reporting and annoyed agents. Yet, running test calls through production is the only way to monitor all aspects of the customer experience. So is there a way to safely validate the production system without the risk of causing a career-ending situation?

Report 128

Report System Software Customer Experience 128

Wired and Dangerous

NOVEMBER 16, 2020

Amex reports that US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service. Connect with one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you throughout your journey

Customer Experience 113

Customer Experience Connections Customers Consulting 113

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

NobelBiz

NOVEMBER 17, 2020

For contact centers to survive and thrive in the post-pandemic environment, social media channels can no longer be ignored. No, landline telephone calls and emails are no longer enough. Consumer behavior has dramatically changed. People interact with brands via the social media channels like never before. Do yourself a big service and learn the ABC of implementing a social media strategy for your Call Center.

Call Center 111

Call Center Contact Center Social Media Consumers 111

BirdEye

NOVEMBER 20, 2020

We’re now much more attuned to seeking the “Voice of the Customer” (VoC) than we were back when our only method for receiving customer feedback was the impersonal and often inefficient contact center. In the years that accompanied the rise of online commerce, social media and webchat, we’ve all learned that a customer feedback process that was dependent on a single support channel for customer insights was ultimately a process that wasn’t actually capturing any true insights at all.

Contact Center 105

Contact Center NPS Case Study Comparison 105

ProProfs Chat

NOVEMBER 20, 2020

Did you know that engaged employees are 44% more productive as compared to just satisfied workers! Engaged employees are your best assets to grow your business. Their efforts are aligned to the business goals. They act as role models to other employees by setting a standard benchmark. But, how to measure employee engagement to ensure maximum productivity?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

Myra Golden

NOVEMBER 20, 2020

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Watch my video to get two powerful techniques you can use to preempt an escalation when you get pushback. Was this helpful?

Video 105

Video Customers Customer Experience Design Customer Experience 105

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Talkdesk

NOVEMBER 16, 2020

2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared. For both, the upcoming holiday super peak will prove an important stress test. A holiday peak stacked on a pandemic Over the past decade, the start of the peak holiday shopping season has crept earlier and earlier in the calendar year, as reta

Call Center 105

Call Center Self Service e-support How To 105

Heart of the Customer

NOVEMBER 20, 2020

Dear IT colleagues, This is our time to shine. As the world changes rapidly, your company is looking to you to deliver the digital transformations necessary to support a new reality for your customers. Those digital adoption goals set for 2025? They’ve been moved up to 2021. With urgency. This year has shown us that […]. The post An Open Letter to My Friends in IT appeared first on Heart of the Customer.

Company 88

Company ROI Customers Metrics 88

Kate Nasser

NOVEMBER 15, 2020

When you want to stop listening, wait & listen for the next listening epiphany. Power of listening from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Listening Epiphany: Discover Your Future | #PeopleSkills #LeadMorale #CustServ appeared first on KateNasser.com.

Employee Engagement 100

Employee Engagement Sales Engagement Leadership 100