We trained 1000's of leaders, managers, and frontline staff in customer service with our basic customer service programs. customer service leadership, and dealing with difficult customers programs. Our major customer service clients have included restaurants, theaters, and casinos. Our programs always focus on the latest information combined with assessments, direct applications to client specific issues, and heavy experiential learning.
People had crowded into the room to learn about gamification, the latest trend in employee motivation. The participants were customer service leaders attending ICMI's 2015 Contact Center Expo. In customer service, motivation is always a hot topic.
Our world is nothing like our “father’s Oldsmobile.” Change is a constant yet those four words do not adequately capture what is going on. We are in the midst of a world shift that will forever change our and the lives of our grandchildren.
Amazon Prime Day, which celebrated the 20th anniversary of the Prime members’ program on July 15, 2015, has taken a lot of flack as a bad customer experience, based on negative tweets and members’ frustration about the quality, availability, and accessibility of the items featured in the sale.
Sport is often a metaphor for the challenges that companies face when seeking to deploy a winning customer experience strategy. There appears to be no shortage of lessons to be learned from almost any sport, and the tougher the contest the more relevant, compelling and powerful the examples seem to be.
However, the customer is often the forgotten missing link. “If your customers aren’t happy and aren’t saying good things about you to other people, what’s that going to do to your pipeline?” asks Megan. “What’s that going to do to conversion rates?”
Customer service stories often surface in a negative light—a service wasn’t cancelled, no one responded to a problem, or a company didn’t deliver on its promise. In fact, nearly one-third of consumers think that businesses are paying less attention to providing great customer service.
And unfortunately, the customer is always right about this. While over 80% of companies boast that they provide “superior” customer service, only 8% of customers actually agree with them.
Today, we end our series with five ways you can use the concept of effort to improve service delivery and enterprise success.
We often find that organizations quickly ‘get’ why effort matters, yet still struggle with where to focus their first initiatives. Below are several guiding principles to help inspire you to embrace effort as a customer service focus area.
Summer isn't over yet, but retailers are already shifting into holiday sales mode. And this year's holiday retail season is expected to be strong. Decreases in unemployment and gas prices, as well as an increased willingness to spend could lead to a 5.7 percent year-over-year increase in U.S. retail sales during November and December—the highest growth rate since 2011, predicts eMarketer.
In a world gone crazy for data, businesses are managing to more performance measures than ever before. And we’re all scrambling for that one golden metric that solves everything. The customer experience and loyalty landscape is papered with metrics that have fallen in and out of favor, with none becoming the sole star that measures all we need to know.
It’s a hypercompetitive market and you are doing everything you can to retain your customers, yet you know that no matter what you do, you will still lose some customers to competitors. The competition to acquire new customers is fierce. How do you maintain your customer base? Our research team at Georgia State University looked at a large national telecommunications firm and found that it can be profitable to go after lost customers and win back their business.
Virtually all businesses acknowledge the importance of customer satisfaction – it’s usually right there in the mission statement. But the way businesses handle customer service has a more direct impact on the company’s bottom line than many people realize. A Harvard Business Review study recently quantified the value of the customer experience, demonstrating that delivering excellent support generates high returns.
A gamified business environment is not only a means to gauge performance, but rather it is a means to motivate people to work even better. However, it’s not just about numbers and achievements. It’s an ongoing process that enables people to learn, innovate and take new perspectives on their work. A gamified environment also leads to innovation and even ideation – something that works in line with the wisdom and the power of crowds.
“Unfortunately, with all of that complaining, the implications of customer complaint behavior for organizations have been examined far less often. Yet, how an organization responds to a complaint can have a major impact on its customer’s post-complaint consumer behavior, from re-purchase intentions to likelihood to engage in word-of-mouth activities, and it may even affect the valance of the word-of-mouth message,” says Moshe Davidow, a professor at the University of Haifa, and a prominent researcher in corporate complaint resolution.
Customer Relationships - Online customers come to you through different paths for myriad reasons. The clues they leave behind can help you get to know them and improve their experience, build their loyalty ...
Sharing your scoops to your social media accounts is a must to distribute your curated content. Not only will it drive traffic and leads through your content, but it will help show your expertise with your followers.
How to integrate my topics' content to my website?
Integrating your curated content to your website or blog will allow you to increase your website visitors’ engagement, boost SEO and acquire new visitors. By redirecting your social media traffic to your website, Scoop.it will also help you generate more qualified traffic and leads from your curation work.
Distributing your curated content through a newsletter is a great way to nurture and engage your email subscribers will developing your traffic and visibility.
Creating engaging newsletters with your curated content is really easy.