Service Untitled
MARCH 30, 2011
The front line employees are often the representatives who will have to make decisions when it comes to customer complaints, customer questions, and overall customer satisfaction. The art of customer service stretches well beyond the product, the prices, and the reliability of an organization. It encompasses everything about a business – right down to the allowed 140 Twitter characters.
Very Best Service
MARCH 3, 2011
'Does your customer experience need to be personalised? Actually, customers do not often want to be treated in an individual way. Many customers share a sense of fairness and are happy to be handled like everyone else. But make no mistake, if a client feels that he or she is the odd one out and is receiving below par service, it won''t be long before the complaints start flying in.
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InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
Brad Cleveland Blog
MARCH 15, 2011
Given the current economic challenges, it’s an important time to revisit your customer access strategy, and ensure that it is finely tuned to support your organization’s brand and your customers’ needs. All nine components should be up for discussion: Customers: How your customers are segmented and served according to their unique needs.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Customer Interactions
MARCH 27, 2011
'It’s hard enough winning a video system project. But what’s even tougher is turning a profit on one. There are many factors contributing to margin erosion. I’ve heard professional system integrators declare that although they won a big name account, they had to nearly "buy the business." And at the end of the day, they were shocked at the number of visits and fixes they had to apply.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Service Untitled
MARCH 17, 2011
The relationship an organization has with a customer ideally transcends the sales transaction. After all, we know when we have satisfied a customer with our product or service because they have what they want. Now does that necessarily mean they will use your services or buy your product again? There is no guarantee that any customer will stay with you or your company forever, but with that very subtle blend of excellence, dedication, perseverance, and hard work, you will have created an emotion
Service Untitled
MARCH 23, 2011
Businesses grow as more customers come aboard, and that constant search for new clients is the life jacket for success. Of course building relationships with new customers are paramount; the hard part is taking the leads and transforming them into customers. One of the best ways to do that is through customer engagement; in other words having a customer relationship management strategy.
Service Untitled
MARCH 25, 2011
April 15th is just over the horizon, and for many of us “tis the season&# to get in touch with our accountants. I doubt you will find many accountants in small windowless offices content with just the solitude of their numbers anymore. They have even transgressed beyond the generally unnoticed professionals at quiet business lunches or rotary dinners.
Service Untitled
MARCH 14, 2011
As the popularity of online shopping continues to grow by giant leaps, so does the need for online customer service. What used to be emails, telephones, and traditional online customer support, the current trend of online chats have now become representative of that real salesperson we used to meet and speak with when we shopped at brick and mortar stores.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Service Untitled
MARCH 16, 2011
Most retail organizations use discounts to entice customers to buy their merchandise at the end of each season, but that doesn’t do much to guarantee a shopper will ever return to a store or even garner customer loyalty. Retailers spend billions of dollars on loyalty programs which are designed to bring customers back for repeat business, but a recent poll by Crossview, an organization designed to optimize consumer experiences, revealed that 66 percent of consumers responding to a survey a
Service Untitled
MARCH 28, 2011
The only thing worse than an angry and aggressive client or customer is a customer service representative responding with anger, aggression and frustration of his own. As a matter of fact, that is the worst someone can do for a situation since it only results in more anger. As the responses escalate by all parties, the situation can quickly get out of control.
Service Untitled
MARCH 2, 2011
“Counting cows&# was a backseat game that parents used years ago in rural areas to quell the endless “Are we there yet?” queries from their children. The rules were simple: each person took one side of the car when the journey began. One point was given for every cow you saw on your side; five points for every horse, and if a graveyard appeared on your side, you lost all your points and had to start over again.
Service Untitled
MARCH 29, 2011
The economy leaves customer service budgets strained, and more than one company has trimmed their services back, but according to the Institute of Customer Service, chief executive Jo Causon, quality service is even more important in times like this. When money is tight, people are much more concerned where and how they spend. As an example, let us consider an airport parking garage.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Service Untitled
MARCH 21, 2011
Customer service is all about what the customer thinks when a business encounter is done. Customers are the ones who decide how much they want to spend, where they want to spend, and how they want to spend. Our job as customer service professionals is to provide the consumer with the best product and the best service so they will want to spend their money, time, and loyalty with us.
Service Untitled
MARCH 8, 2011
Customer loyalty is an integral part of doing business, but what precisely is involved? Better yet, how do customers become loyal? Most of what we hear about loyalty centers around loyalty to products, but brand loyalty is different from service loyalty. The first element of customer loyalty to consider is reliability; either product or service, but more so, it is doing what you say your service will do.
Service Untitled
MARCH 22, 2011
An appealing and highly recognizable brand helps an organization deliver their message as to service and the products they sell. We’re all salespeople – the difference is what and how we deliver. Our success didn’t just come about overnight; we’ve been working at it for a considerable amount of time. We have made connections, used innovative marketing techniques, and best of all, we have delivered what we promised.
Service Untitled
MARCH 9, 2011
Let us assume we have a great product, and we have intelligent, competent customer service representatives who want to do a great job exceeding their customer expectations. Of course there is no magic formula, but the more we empower our staff with the best tools available, the less mistakes they are going to make. Most companies begin training customer service representatives with a training manual.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Service Untitled
MARCH 10, 2011
New Jersey Transit, America’s third-largest public transit agency has introduced a new initiative called the “Scorecard.&# Its purpose is to rate customer service response times and on-time performance of bus and rail lines, crime statistics, ridership, and revenue per hour. The survey is in response to a backlash of frustrated and angry customers.
Service Untitled
MARCH 4, 2011
Except for well-paid banking executives, I doubt there are many people who would not agree that banks need to improve their customer service skills. While everyone will agree the objectives of any business are to make a profit and satisfy customers, the first aim needs the second aim to achieve results. Banks are falling short of satisfying customers, and therefore a favorite pastime of the American public and beyond is “bank bashing.&#.
Very Best Service
MARCH 29, 2011
'Social media customer service With the exponential growth of social networks, social media and customer service are now closely associated. The challenges are numerous and require significant investment in platforms, people and procedures. Whilst the first interaction with customers is now very public it is little different in practice from the handling of a belligerent customer on the shop floor.
Very Best Service
MARCH 9, 2011
'A complete customer service skill set must include a good sense of anticipation. Many industries have learnt to identify the early signs of a storm coming in. Typically two measures are adopted: one option is close all openings with a lot of boarding and face the storm head on, inevitably this results in long lasting damages. The other option is to take evasive action, go with the wind and the waves, not against them and steer yourself out of trouble.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
InMoment XI
MARCH 24, 2011
Businesses are turning to text analytics systems and technologies to automatically process and analyze unstructured text in all its forms and transform it to be utilized in identifying trends, early warning signs, product issues, suggestions for improvement, and cries for help from customers.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
InMoment XI
MARCH 12, 2011
Success in the use of social media for marketing is not achieved by focusing on how we talk to customers; rather, it is how we listen to the existing conversation taking place online. Active listening is critical to the creation of appropriate social media interaction plans. When we skip listening, our customer interactions via social media begin to sound like traditional, one-way broadcast messages—which will quickly be tuned out in this medium.
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