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Customer Service Benchmarking Australia - Current Newsletter

Customer Service Benchmarking Australia - Current Newsletter | Customer Support Capability Development | Scoop.it
Capability Development (JC)'s insight:

Interesting to see which educational institutions rate highly 

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How to Create Customer Trust

How to Create Customer Trust | Customer Support Capability Development | Scoop.it
The trusting is more difficult. You have to earn your customers’ trust by following through and creating a predictable experience.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 22, 2015 3:14 PM

So, how do you know when your customers trust you?


Aside from repeat business, referrals and accolades, there is one word that you are looking for them to use as they describe you.


That word is always.


They are always so nice. They always take care of me. I can always count on them. And, when there is a mistake or a problem, they always fix it.


Shep Hyken shares 5 key steps:


  1. Be respectful.


  1. Be predictable.


  1. Create consistency.


  1. Eliminate friction.


  1. Don’t fail. Okay, this is not reality. This is actually a goal :)


Ivan Ang's curator insight, September 22, 2015 6:38 PM

Trust is the foundation of any ongoing relationship, both personal and professional. How do you build trust with people?

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Passionate employees deliver superior CX

Passionate employees deliver superior CX | Customer Support Capability Development | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, August 27, 2015 2:22 AM

What gives a company its unique identity, its own personality, its ‘secret sauce’ ? 

 

"Engaged employees are loyal and #loyalty, if correctly channeled, leads to increased productivity which, in turn, leads to a better #customer #experience and ultimately improved company performance."


Roddy shares his top 10 employee engagement areas:


1. Company culture

2. Listen to your employees

3. Tackle the issues

4. Communicate

5. Invest in your employees

6. Train and empower your employees to become loyal brand ambassadors

7. Collaboration

8. Work/Life balance

9. Share knowledge

10. And most importantly, say Thank You!


My success overseeing the U.S. operation of a global service company was directly linked to all team members.


What I see as one critical challenge at most companies I've since then consulted for: The lack of clear, ongoing  and open communication.


What are you seeing in your organization? or clients you have worked with?

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50 Customer Service Quotes to Live By

50 Customer Service Quotes to Live By | Customer Support Capability Development | Scoop.it
How does your brand handle customer service? Do you have any favorite quotes regarding customer service that you want to share?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, September 2, 2015 2:22 AM
  1. The customer is not dependent upon us—we are dependent upon him.
  2. The customer is not an interruption of our work—he is the purpose of it.
  3. The customer is not a rank outsider to our business—he is a part of it.
  4. The customer is not a statistic—he is a flesh-and-blood human being completely equipped with biases, prejudices, emotions, pulse, blood chemistry and possibly a deficiency of certain vitamins.
  5. The customer is not someone to argue with or match wits against—he is a person who brings us his wants. If we have sufficient imagination we will endeavor to handle them profitably to him and to ourselves.”

– Kenneth B. Elliott, Vice President in Charge of Sales for the Studebaker Corporation  

 

 50 quotes from top brands and leaders, which one is your favorite?


I like Valeria Maltoni's, in line with our new mobile and social engagement solution :)


17. “The way to a customer’s heart is much more than a loyalty program. Making customer evangelists is about creating experiences worth talking about.”

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How to Handle Angry Customers (Infographic)

Customers might get angry for a variety of reasons, some justified, some not. This Infographic provides 10 simple tips on how to handle them effectively.
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CX Journey™: 18 Reasons to Map Customer Journeys

CX Journey™: 18 Reasons to Map Customer Journeys | Customer Support Capability Development | Scoop.it
In today's post, I share 18 ways that you can benefit from mapping the customer journey. Have I missed any? I look forward to your thoughts!
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The Many Voices of Customer Experience

The Many Voices of Customer Experience | Customer Support Capability Development | Scoop.it
How many of these voices do you listen to? Perhaps there's one that you haven't yet considered.

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 15, 2015 3:13 AM

Annette shares the many voices of #Customer #Experience.


Are you listening across all channels?

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Transform The Customer Experience | Forrester Research

Transform The Customer Experience | Forrester Research | Customer Support Capability Development | Scoop.it
Turn customer experience into growth and profit. Learn how Forrester can help.
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50 shareable customer experience soundbites from #GartnerCRM

50 shareable customer experience soundbites from #GartnerCRM | Customer Support Capability Development | Scoop.it
A selection of socially shareable soundbites from the Gartner Customer Strategies & Technologies Summit in London #GartnerCRM Jim Davies, Research Director – Gartner “Customer Experience will accelerate to the speed of digital business” #GartnerCRM...

Via Fred Zimny, Antonios Bouris
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The 7 Behaviors All of Your Customers Want to Experience

The 7 Behaviors All of Your Customers Want to Experience | Customer Support Capability Development | Scoop.it
Business owners often think they have to change the way their customers think in order to make sales. In reality, your customers want to participate in these behaviors; your job is to guide them.

Via Fernanda Grimaldi
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Teaching vs. Fishing: 3 Times We Skip the How-Tos in Customer Support

Teaching vs. Fishing: 3 Times We Skip the How-Tos in Customer Support | Customer Support Capability Development | Scoop.it
Conventional wisdom says it’s better to teach someone how to fish than to hand over the fish. But in these 3 customer support moments, skip the lesson.

Via Mike Schoultz
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Mike Schoultz's curator insight, April 10, 2015 11:14 AM

Are you one who likes to push every button in order to find out what it does? If so, you probably would always rather learn the how, and the why, of every process. That’s why people start asking for help at an early age. And it turns out that is how we learned that we love helping. How about you?

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10 Must-Haves for Great Customer Service (Infographic)

10 Must-Haves for Great Customer Service (Infographic) | Customer Support Capability Development | Scoop.it
More than 80% of consumers require some form of customer service when making online purchases. Here's how to exceed their expectations by providing the best customer service possible.
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CX Journey™: Can't Get to Future State without Knowing Current State

CX Journey™: Can't Get to Future State without Knowing Current State | Customer Support Capability Development | Scoop.it
Excited to create your future state journey map? Have you created the current state map yet? You can't design the future state without first understanding the current state.
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11 consumer trends that will change the way you do business in the next 5 years

11 consumer trends that will change the way you do business in the next 5 years | Customer Support Capability Development | Scoop.it
Which consumer trends will change the way we do business over the next five years?

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, August 18, 2015 1:05 AM

Which consumer trend will impact your business the most?


1. Retail will become more service oriented


2. Texting will become more popular for companies


3. Visual communication will be the best way to communicate


4. Authentic craftsmanship will return


5. Mobile payments will change everything


6. Consumers will gravitate more toward the sharing economy


7. The consumerization of B2B services will proliferate


8. Website responsiveness will increase


9. Everyday services will become digitized


10. There will be a renewed focus on privacy


11. Virtual reality will become a platform


Any additional trends you foresee?

Mosaic Marketing's curator insight, August 19, 2015 6:30 AM

This is a must read. Particularly struck by company's migration to Texting away from email.

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3 Technology Trends That Are Transforming The Customer Experience

3 Technology Trends That Are Transforming The Customer Experience | Customer Support Capability Development | Scoop.it
To stay ahead of the competition, it’s important for marketing leaders to have an eye on trends that have the potential to accelerate—or disrupt—your business.

At Opticon 2015, Mary Hamilton, Ma...

Via Fred Zimny, Antonios Bouris
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sharon lewis's curator insight, September 1, 2015 9:29 PM

"According to Gartner, 89% of executives believe that customer experience will be their primary mode of competition by the end of 2016" This means finessing the balance between a sequence of personalized experiences while avoiding the data creep factor.

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Examples of Responses for Live Chat

Examples of Responses for Live Chat | Customer Support Capability Development | Scoop.it
Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses.
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CX Journey™: What's Your #CX Strategy?

CX Journey™: What's Your #CX Strategy? | Customer Support Capability Development | Scoop.it
In today's post, I share some of the elements that you'll need to have in place to successfully execute your customer experience strategy.
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CX Journey™: What Do Your Employees Know About Customer Experience?

CX Journey™: What Do Your Employees Know About Customer Experience? | Customer Support Capability Development | Scoop.it
Do you know what your employees know about your customers and customer experience? Have you ever asked them how they define "customer?" Or how they define "customer experience?" Perhaps it's time.
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To Be Customer-Obsessed, Firms Must Also Be Technology-Obsessed

To Be Customer-Obsessed, Firms Must Also Be Technology-Obsessed | Customer Support Capability Development | Scoop.it
By Ted Schadler  There is much talk about being customer-obsessed. What does it take to be customer-obsessed? Recently, in The New Yorker, Mary Powell, CEO of Green Mountain Power, a small energy company in Vermont, told a story of customer-obsession. Her customer-obsession starts simply: Help customers reduce their energy footprint at no net cost. Green Mountain accomplishes [...]
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Customer Journey Mapping – The Right Steps…

Customer Journey Mapping – The Right Steps… | Customer Support Capability Development | Scoop.it
Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is also determined by the product and chan…
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4 Ways to Get Millennials to Buy Your Product

4 Ways to Get Millennials to Buy Your Product | Customer Support Capability Development | Scoop.it
The Millennial market can be a tough nut to crack. Here's how to effectively engage Generation Y.

Via Dale Carnegie Training North Central US
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The Power of Being Interested in Others

The Power of Being Interested in Others | Customer Support Capability Development | Scoop.it
Genuinely being interested in others builds great connections and opens up new opportunities. Here's a primer for doing it the right way.

Via Dale Carnegie Training North Central US
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Obsess with Customer Experience (CX) Benchmarks for the Right Reasons | CustomerThink

Obsess with Customer Experience (CX) Benchmarks for the Right Reasons | CustomerThink | Customer Support Capability Development | Scoop.it
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3 Secrets To Satisfying Your Customers

3 Secrets To Satisfying Your Customers | Customer Support Capability Development | Scoop.it
Hint: It's all about managing the customer's expectations.

Via Fernanda Grimaldi
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Customer Service Means Managing Expectations

Customer Service Means Managing Expectations | Customer Support Capability Development | Scoop.it
Mahatma Gandhi said it best: A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
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