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2013 #Marketing Trends & #Data that will impact 2014 [#Infographic]

2013 #Marketing Trends & #Data that will impact 2014 [#Infographic] | Customer Service | Scoop.it
Marketing Strategy - Let's look back at the significant marketing trends and events in 2013 that may shape our marketing in 2014.

Via Eric_Determined / Eric Silverstein
Colin Taylor TRG's insight:

More tips and trends that will impact #custserv in 2014

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Eric_Determined / Eric Silverstein's curator insight, December 31, 2013 3:53 AM

Trends and Data from 2013 will become the foundation for 2014.


Any stats that surprise you?


Which area will impact you the most?

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Call Center Training Redesign Exceeds Expectations - The Taylor Reach Group - Call Center Consultants

Call Center Training Redesign Exceeds Expectations - The Taylor Reach Group - Call Center Consultants | Customer Service | Scoop.it
Best practice call center training redesign, improves FCR, Speed to Competency and VOC
Colin Taylor TRG's insight:

Improve your Customer Service and Customer Experience with immersive, multi-modal training. #custserv #callcenter #custexp

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Colin Taylor TRG's curator insight, March 26, 10:33 AM

Adult learning, multi-modal training delivery and gamification deliver immersive training that exceeds VOC, FCR and speed to competency objectives- #custserv #callcenter #cx #cctr

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(Really) Taking On Customer Experience

(Really) Taking On Customer Experience | Customer Service | Scoop.it
By Victor Milligan Customer experience (CX) has rapidly moved from an ideal to an operational mandate. As Forrester’s CMO, customer experience is one of my four strategic priorities. It’s also tied to my compensation. How’s that for focusing the mind? I’m not alone. Creating a superior and differentiated customer experience is a core [...]
Colin Taylor TRG's insight:

5 Considerations for your CX. Good post on how to approach and think about Customer Experience. #custserv #cem #callcenter

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ICMI and LiveOps Research Shows Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible

ICMI and LiveOps Research Shows Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible | Customer Service | Scoop.it
COLORADO SPRINGS, Colo. and REDWOOD CITY, Calif., March 24, 2015 /PRNewswire/ -- The International Customer...
Colin Taylor TRG's insight:

More proof of what I have known for years...in #custserv "I have met the enemy and he are we". To deliver superior  Customer Experience you must train you agents to own the #cx interaction and trust their ability to do so. #callcenter #custexp 

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Retailers need better technology, not more staff, to improve customer experience

Retailers need better technology, not more staff, to improve customer experience | Customer Service | Scoop.it
It’s time to turn the corner and make the real transition from an economy where we dig stuff out of the ground, to one where we buy and then sell stuff in retail stores – and technology is key to this transition.
Colin Taylor TRG's insight:

The importance of the Customer Experience to on-line ecommerce. #custexp #custserv #callcenter

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12 Tips to Deliver the Best Customer Experience

12 Tips to Deliver the Best Customer Experience | Customer Service | Scoop.it
Colin Taylor TRG's insight:

Good list of tips for improving  #custserv #cx #callcenter

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Top and Bottom Retailers for Customer Experience

Top and Bottom Retailers for Customer Experience | Customer Service | Scoop.it
Satisfied customers are the lifeblood of a retail organization — it is impossible to enjoy long-term success without providing a compelling and fulfilling shopping experience. Temkin Group interviewed over 10,000 consumers for its 5th annual customer experience survey and uncovered that while many retailers are routinely satisfying customers others are missing the mark. See where PetSmart, Amazon, Best Buy, and others ranked.
Colin Taylor TRG's insight:

What do Radio Shack, Sears, the Gap and Best Buy all have in common? Well among other things the are 4 of the bottom 5 retailers in the most recent Temkin Experience ratings. #custexp #cx

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Who Says Customer Service Is Dead And Buried?

Who Says Customer Service Is Dead And Buried? | Customer Service | Scoop.it
"Ahhh s***...that's just not right!"Add in a couple more choice expletives and this was my reaction this morning on checking my credit card statement and seeing a reasonably hefty charge from a company who's services I hadn't used in months. It wasn't about the sum of money involved, it was the principle. How dare they deduct money from my credit card without my consent was my over-riding emotion.I quickly jumped online, dug out my old password and checked my account settings. Lo and b
Colin Taylor TRG's insight:

I think the rumors of the death have been greatly exaggerated. Only those who are not engaged in dealing with customers directly could believe that Customer Service is anything but thriving. In fact the stellar service that was received in this anecdote shows us that this is true. For all of the hype surrounding Customer Experience at its core it is about treating customers as the valued asset they are, which is what Customer Service has always been about.
#custserv #custexp #callcenter #cx

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Why Your Customer Loyalty Program Isn’t Working

Why Your Customer Loyalty Program Isn’t Working | Customer Service | Scoop.it
And why Walmart’s is.
Colin Taylor TRG's insight:

Loyalty and Advocacy are on a collision course. Loyalty needs to be not only rewarding how much you spend, but how much you influence others to spend. #loyalty #advocacy #custserv #cx #callcenter

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Tonya And The Training Wheels: How Anticipatory Customer Service Builds Success And Loyalty

Tonya And The Training Wheels: How Anticipatory Customer Service Builds Success And Loyalty | Customer Service | Scoop.it
Tonya is a house attendant at The Inn At Palmetto Bluff, a strikingly picturesque inn-and-cottage institution nestled among ancient, Spanish moss-draped live oaks along the May River thirty minutes from Savannah. What’s a house attendant? It’s the hospitality position that used to be called a “houseman”: part of the housekeeping team, [...]
Colin Taylor TRG's insight:

Anticipating a customers wants and needs allows your #custserv to stand head and shoulders above your competitors. #cx #callcenter

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Consumer Expectations For Customer Service Don't Match What Companies Deliver

Consumer Expectations For Customer Service Don't Match What Companies Deliver | Customer Service | Scoop.it
Customers want an accurate, relevant, and complete answer to their question upon first contact, so they can get back to what they were doing before the issue arose.
Colin Taylor TRG's insight:

We as companies set the expectations that consumers will have about our products and services. It is essential that we map these expectation s to the service delivery provided. Gaps and variance to expectations creates disappointment, disillusionment and fear that they have mis-judged the company. Fear and angst should not be what we are striving to achieve.

How well aligned is your service delivery to the expectations of your customers?

#custserv #custexp #callcenter 

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Elevating the Customer Experience Through Social Channels [Infographic]

Elevating the Customer Experience Through Social Channels [Infographic] | Customer Service | Scoop.it
From what they’re eating for breakfast to their thoughts on current events, people are increasingly turning to social media to voice their opinions and seek answers to their questions. Unfortunatel…
Colin Taylor TRG's insight:

How to deliver #custserv via social media, a nice infographic. #custserv #custexp #cctr #cem

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Customer Experience Survey Reveals that 57% of Respondents Could be Harming Their Revenue, Client Retention & Image According to Denise Graziano In Her Webinar For SCORE | Virtual-Strategy Magazine

Customer Experience Survey Reveals that 57% of Respondents Could be Harming Their Revenue, Client Retention & Image According to Denise Graziano In Her Webinar For SCORE | Virtual-Strategy Magazine | Customer Service | Scoop.it
Featured
Colin Taylor TRG's insight:

If you aren't moving forward towards a better Customer Experience, you are moving backwards towards lower revenues and loyalty. #cx #custserv #custexp #cctr

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Jeff Oskin's curator insight, March 11, 11:04 AM

Great article about why customer experience is important for revenue. Satisfaction and loyalty lead clients back to the same company for other work/goods. 

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Spotlight | Exploring the Inner Workings of CX Curricula

Spotlight | Exploring the Inner Workings of CX Curricula | Customer Service | Scoop.it
Many brands have come to institute CX curricula in an effort to align employee behaviors with enterprisewide goals.
Colin Taylor TRG's insight:

Your training curricula must be aligned to and support your #cx and #custserv objectives. Varied learning approaches are key to building confidence and demonstrable knowledge. We recently developed a new curricula, employing these approaches and did just that/ The result also improved speed to competency, #FCR, #VOC and had a very compelling ROI. #callcenter #cx #custexp #training #contactcenter

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Startups Cannot Live Without Outsourcing

Startups Cannot Live Without Outsourcing | Customer Service | Scoop.it
Outsourcing isn’t always the Big Bad Wolf. Click to share these tips in order to make outsourcing work for you and your startup!
Colin Taylor TRG's insight:

Outsourcing tips for the Start Up. #outsourcing #custserv #Callcenter #cx

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Use This Model to Evaluate Your Omnichannel Strategy

Use This Model to Evaluate Your Omnichannel Strategy | Customer Service | Scoop.it
The world of marketing has become incredibly complex and fragmented, and in order to stay competitive marketers need to master omnichannel marketing. This is no easy task. An omnichannel strategy is one that puts the customer in focus, drives engagement through personalization and provides a unified view of the ROI delivered.
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Guislain d'Hauteville's curator insight, March 26, 5:26 AM

Four areas in which the Omnichannel Maturity Model can help you evaluate the effectiveness of your marketing strategy.

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6 Deadly Customer Service Blind Spots: How Many Do You Suffer From?

6 Deadly Customer Service Blind Spots: How Many Do You Suffer From? | Customer Service | Scoop.it
Even the best companies I work with as a customer service consultant have blind spots that I discover, areas within the customer experience that urgently need attention. Here are six such areas where you may be sabotaging your own best customer service and customer experience efforts. 1. Have you overlooked the [...]
Colin Taylor TRG's insight:

Good List of Customer Service 'Blind Spots' - #custserv #cx #callcenter 

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Media Release: Cognizant named a ‘Leader’ in B2C global commerce service provider report by independent research firm

Media Release: Cognizant named a ‘Leader’ in B2C global commerce service provider report by independent research firm | Customer Service | Scoop.it
CMO Australia addresses the unique marketing, technology and leadership challenges chief marketers face as they look to align their own practices and insights with those of the business. We deliver this through news on online advertising, digital and social media marketing trends, exclusive chief marketing officers interviews, in-depth research and insights on the future of marketing.
Colin Taylor TRG's insight:

Forrester Wave names Cognizant a 'Leader' #custserv #custexp #cx

#callcenter

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Your employees are your brand

Your employees are your brand | Customer Service | Scoop.it
There is a direct tie to loyalty and retention between how companies treat their employees and how they treat their customers.
Colin Taylor TRG's insight:

Are you leveraging your #1 asset to achieve the desired Customer Experience? #cem #custserv #cx #callcenter

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6 Ingredients for Cooking Up a Customer Experience that Sells

6 Ingredients for Cooking Up a Customer Experience that Sells | Customer Service | Scoop.it
When cooking up great customer experiences there are no alternatives, like take-out is for a sit-down meal. If you want customers to tell the only story that matters, why they love your company, you�…
Colin Taylor TRG's insight:

Can writing your Buyer Legend improve your #CustomerExperience and #custserv? #cx #callcenter

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Arabian Aerospace - Qatar Airways embraces emotional intelligence training

Arabian Aerospace - Qatar Airways embraces emotional intelligence training | Customer Service | Scoop.it
Colin Taylor TRG's insight:

Superior Customer Experiences are directly dependent on being able to make an emotional connection http://ow.ly/Kc4RA Emotional Intelligence training supports the emotional connetcion. #cx #custserv #callcenter #training

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Insights For Omni-Channel Marketers -- A Q&A With IBM Commerce GM

Insights For Omni-Channel Marketers -- A Q&A With IBM Commerce GM | Customer Service | Scoop.it
IBM has upped its game to support omni-channel marketers with a series of acquisitions over the past few years, including Sterling Commerce, Unica, Coremetrics, TeaLeaf and Silverpop. The company recently named Deepak Advani as general manager of the Commerce division to oversee the products and services designed to help corporations [...]
Colin Taylor TRG's insight:

Real time predictive models are omnichannel will be key elements in the evolution of Customer Experience. How prepared are you? #cx  #cem #custserv #custexp #cctr #callcenter

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A Tale of Two Airlines | CustomerThink

A Tale of Two Airlines http://t.co/mVqiQTG0Dl via @customerthink #custexp #custserv #csat
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The Lowe's Model: Inspiring Advocacy Through Holistic Customer Experience

The Lowe's Model: Inspiring Advocacy Through Holistic Customer Experience | Customer Service | Scoop.it
The most successful brands incorporate customer experience management elements into the company’s DNA at every level, at every touchpoint.
Colin Taylor TRG's insight:

Lowes has done a great job at being available across a myriad of social platforms. They have built the foundation for a superior and engaged customer experience. The ultimate success or failure of such Customer Experience initiatives comes done to the front line staff. Are they engaged, motivated, to they have the training and support to deliver on the promise. Certainly the potential for Lowes and any other organization that builds a robust infrastructure is very high, but the ultimate success comes down to the staff in the store or in the #callcenter. Make sure your #cx investment includes this very important Customer Experience 'Last Mile'

#custexp #custserv #cem #cctr #omnichannel

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Improving Customer Experience Via Tech

The efficacious and strategic application of the customer experience management will determine its consequent growth in the future, says Vishrut Chalsani
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Salesforce Service Cloud puts machine smarts in omnichannel

Salesforce Service Cloud puts machine smarts in omnichannel | Customer Service | Scoop.it
Salesforce announces the Service Cloud Intelligence Engine to add machine smarts to customer service in readiness for omnichannel and the Internet of Things
Colin Taylor TRG's insight:

Congratulation to #Salesforce for building a skills based ACD for all contacts. The 'machine smarts' being rolled out to Service Cloud later this year include: Intelligent business processes- which looks like skills based routing, Intelligent workload management  - which looks like an #ACD and Seamless #omnichannel customer view which routes customers to the agent they dealt with previously. This has been an ACD function for years and while generally positive is not without issues... imagine being connected to a rude, unprofessional or difficult agent every time you interacted with an organzation. #custserv #custexp #callcenter #cx #cctr

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