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Amidst the current COVID-19 pandemic, in many cases, face-to-face communication is no longer a viable option. With bans on travel… 
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From
mailchi
The Guest Service implications of the Coronavirus are huge, right now and "what about the future?" Personally, I'm so happy to see the quality of service being delivered under such trying circumstances.
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Not long ago, handle time was the chief measure of customer support agent productivity. Managers optimized everything they could to…
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Let’s talk about the future. Technology is evolving so quickly that every year there is something new that will make our call center life easier. Some of these trends are coming quickly, but many won’t be widely accepted for another few years. With that in mind, let’s look at ten changes that will be coming to contact centers in the next five years.
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We have outlined 5 simple steps for you to increase your customer retention in 2020 and ultimately grow your revenue today and into the future.
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Your customers matter. “Taking care of customers is taking care of business, which is why you need to create a service culture. And when you do screw up—and everyone does—you need to know how to correctly apologize.”
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I was recently perusing Facebook. I do this from time to time to kill time and see what’s going on in my area. I’ve joined multiple local groups on Facebook. On this day, what I saw saddened me. A local businessman was being criticized for what he had posted on his personal Facebook page. When …
James Schreier's insight:
Joseph Lalonde posts excellent material on leadership, including weekly posts based on movies. I post these (and have contributed several myself) to my leadership topic and my "Performance Project" topic. Here's something different and very relevant to the Guest Service topic.
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The three main solutions to frontline employee stressors are a well designed customer experience strategy; a mapped out employee journey that drives the design and integration of every new tool; and a cross functional, agile approach to building technology solutions that includes frontline employees in the design phase.
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Our end of summer digital marketer checklist will set you on the right track to capture holiday shoppers, with social listening informing your efforts!
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The ‘easy’ years of customer experience are behind us. Yes, we’ve seen truly spectacular changes in service levels in the past two decades, but I foresee even bigger challenges in the next ten years.
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Be Customer-Oriented, Not Product-Oriented
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Learn the 16 customer service skills that helps agents provide excellent customer service in various support channels including email, phone, and chat.
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Organizations around the world are reporting their leaders are turning into zombies at an alarming rate. Formerly healthy, productive, and capable leaders are falling victim to the Zombie Plague, a deadly disease that is spreading uncontrollably across the globe. Leadership development experts recommend everyone be on alert for the symptoms listed below. If your boss…
James Schreier's insight:
A management-HR article but as the holiday season escalates and organizations, both online and in-person, start to get busier, this article does a great job of identifying some things that managers need to be aware of -- for themselves, for their staffs, for the entire organization.
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In an era where remote work has become commonplace, many customer success managers aren’t too happy. Why? Don’t they enjoy…
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Your approach to winning new business says a lot about your operation.
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Forrester’s prediction is a manifestation of that in human terms, i.e. if you can’t prove the value of your work, then we will eliminate your job.
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Scooped by
James Schreier
February 10, 2020 10:03 AM
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2020 — for many of us, it sounds like science fiction. Yet the future is Now. Is your business ready for the new demands and opportunities that are reshaping customer experience?
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Scooped by
James Schreier
January 27, 2020 12:20 PM
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2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind.
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James Schreier
January 20, 2020 9:00 AM
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Customer service expert Micah Solomon outlines ten ways to create an outstanding customer service culture.
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James Schreier
January 6, 2020 7:04 AM
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Jonathan Barnett launched Oxi Fresh Carpet Cleaning as a way to support his true passions in life. But he found that supporting his employees is his greatest achievement.
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James Schreier
December 23, 2019 9:00 AM
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Customer journey mapping is a diagramming technique that enables companies to visualize the path a customer takes.
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James Schreier
December 9, 2019 9:00 AM
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We’ve spent a lot of time covering why engagement is so vital to content marketing, but here’s a quick recap of our top suggestions to engage with your fans
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Scooped by
James Schreier
November 25, 2019 9:00 AM
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A shopper's perception of choice should be the driving force behind a retailer's assortment strategy.
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Scooped by
James Schreier
November 11, 2019 5:59 AM
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Restaurants across the US will thank veterans and military families with free food for Veterans Day. Here's where you should go.
Today we recognize -- and thank -- all the wonderful businesses who honor our veterans with special meals. Thank you to all veterans and thank you to all the businesses that take this day to acknowledge them.
