If you are not on the edge, you are taking up too much room!
Dr. Natalie at Singularity University’s Global Summit Conference
Shifting to a New Paradigm in Customer and Employee Experience
In this new world, transformed by many things, brands have to reconsider how they are approaching the customer and employee experience. Using old paradigm ways of doing business will leave many brands behind, losing customers, market share and revenue as well as losing their second most important asset, their employees or brain trust.
Get Started with Service Metrics
Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has...
If you are not on the edge, you are taking up too much room!
Shifting to a New Paradigm in Customer and Employee Experience
In this new world, transformed by many things, brands have to reconsider how they are approaching the customer and employee experience. Using old paradigm ways of doing business will leave many brands behind, losing customers, market share and revenue as well as losing their second most important asset, their employees or brain trust.
Get Started with Service Metrics
Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, sometimes has...
Quotable Podcast Episode #132: Delivering Value Is the Ultimate Metric, with Travis Bryant
It’s easy to fall into the trap of always thinking in terms of revenue when looking at sales and service. Join Travis Bryant, Executive in Residence at Redpoint Ventures, as he makes the case for putting delivering value first. With a clear view of the ideal customer...
AI Brings the End of the Dead-End Customer Service Agent’s Job
Who interacts with customers more than anyone else in your company? Your service agents do. They are the ones who connect with, engage, interact with, and console your customers. Yet oftentimes agents aren’t given the respect they deserve. In Daniel Pink’s book Drive:...
The AI Customer Service Revolution Is Benefiting Agents and Customers
When you need help, you need help. Whether it’s resetting a password, finding lost luggage, changing an address, or changing an appointment. We’ve all been there. You are in a hurry and just need to get something done. Then you think about contacting customer service...
Social Customer Service: The Pivotal Driver of the Social Enterprise
1. white paper Table of Contents Executive Summary 2 What is a Social Customer? 3 What Does this New Socially-Enabled Enterprise Look Like? 4 The Challenges in Managing Today’s Social Customer Service 5 Is Your Company at Risk for Social Media Disasters? 5 Examples of...
Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14
Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play 06aug14 1. Five Years of Social Customer Care: The Pig Puts on Some Lipstick and the Fish Come Out to Play! Arranged by Guy Stephens #SocialCustCare 2. 2 | Five [...] Click...
Dr. Natalie’s 7 Steps to Great Customer Experiences
1. MULTI-GENERATIONAL CONSUMER ENGAGEMENT: STRATEGY AND ROADMAP FOR EXCELLENCE by DR. NATALIE L. PETOUHOFF @drnatalie www.DrNatalieNews.com 2. • Baby Boomers • Gen Y - Millennials • Silent Generation • Even toddlers… influence parent’s spending ARE YOU SERVING BROAD...
How to Develop a Team of Successful Service Agents
We’ve all had horrible customer service experiences. You know what we’re talking about — it’s that feeling when you hang up the phone and shake your head, wondering why companies just can’t get it right. And if the service is [...] Click here to view original web page...
But what is a chatbot, exactly?
What Is a Chatbot and How Is It Changing Customer Experience? Technically speaking, a chatbot (derived from “chat robot”) is a computer program that simulates human conversation, either via voice or text communication. Today, such programs can be customized and used...
Motivational Customer Service Quotes That Will Inspire You to Love What You Do
Editor's note: This is among our most popular articles, so we’ve recently updated to keep things fresh. There’s one thing all successful businesses have in common. They know that without incredible customer service, the quality of their offerings means nothing. They...
Don’t know where to start? Here are seven steps to help you improve customer care across your organization.
How to Improve Customer Care: Seven Ways to Step up Your Service It’s no longer enough to have the best product or the lowest price. In today’s ultra-competitive market, it’s vital to excel at customer care to attract and retain customers. Customers now have greater...
The C-Suite sees customer service as a strategic asset
Service Transformation Must Come From the C-Suite When you think about it, it makes sense. Customer service is the most customer-facing ally a company has to drive loyalty. Top performers know if you lose your customer's loyalty, you lose revenue, profits, and...
Here are the five customer service trends that stood out to me:
How Customer Service Trends Are Changing in 2019: Highlights from the New State of Service Report Great products are powerful building blocks for any successful business. But these days, even the best products can’t satisfy customers on their own. The Fourth...
Create new business models with customer service and connected devices
In the age of digital transformation, all executives should be asking themselves, “How will our business be disrupted?” Some businesses are taking a wait-and-see approach, often because they aren’t sure how digital technologies like IoT apply to them. This...
Calling #ServiceTrailblazers For Dreamforce 2018!
Dreamforce 2018 is here! And there's so much to do and see! To get the most out of the week I've put together some notes for #ServiceTrailblazers! Reserve your seat and put these sessions on your calendar! They span the world of customer service and are curated for...
Protected: Calling #ServiceTrailblazers For Dreamforce !
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Five Steps to Strategically Choose AI For Customer Service
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on [...] Click here to...
Why Artificial Intelligence is an Agent’s New Best Friend
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
Five Steps to Strategically Choose AI For Customer Service
AI and customer service; it’s a hot topic! But when I talk to customers, they say, “I get there’s something to AI and customer service, but how do I deliver business results and value with AI?” If you are wondering how AI can move the needle on the metrics you get...
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Best [EBOOK] Disruption Revolution: Innovation, Entrepreneurship, and the New Rules of Leadership Best Sellers Rank : #2 PDF books
Best [EBOOK] Disruption Revolution: Innovation, Entrepreneurship, and the New Rules of Leadership Best Sellers Rank : #2 PDF books 1. Best [EBOOK] Disruption Revolution: Innovation, Entrepreneurship, and the New Rules of Leadership Best Sellers Rank : #2 PDF books 2....
Guest Post: 4 Winning CRM Strategies to Improve Customer Acquisition
Acquiring customers is a prerequisite for business success. How efficiently you do it can make or break your business. In fact, customer acquisition cost is one of the metrics that can determine whether your business succeeds or fails, says KISSmetrics cofounder Neil...
Why Artificial Intelligence is an Agent’s New Best Friend
Let’s face it. The job of a customer service agent is not an easy job. In a typical contact center, agents are on the phone or communicating through other channels; email, text, web chat, Facebook Messenger, WeChat… When customers reach out to an agent, they need help...
Visual IQ: 8 Experts On How to Measure People-Based Marketing Impact
Visual IQ: 8 Experts On How to Measure People-Based Marketing Impact 1. Experts on How to Measure People-Based Marketing Impact 8 Sponsored by A NIELSEN COMPANY Best Practices for Embracing a People-Based Approach 2. FOREWORD – RETHINKING MEASUREMENT All the best,...
Guest Post: Keys for Preventing Multi-Platform Duplicate Content Problems
Duplicate content has long been a concern for marketers looking to improve their Google rankings, but now Twitter has announced new restrictions on how users may automate tweets as well. Users can no longer tweet the same content from multiple accounts, but can only...
A New Flying Car By Google’s Co-Founder Larry Page, Cora
Remember the flying cars in the TV series the Jetsons? Flying cars are not just for cartoons anymore! Google's co-founder, Larry Page, has launched an autonomous flying taxi firm called Kitty Hawk. Could this mean competition for commuters and business travelers that...
What’s One of the Best Ways To Reach Your Audience to Avoid “Content Shock”?
"Content Shock" coined by Mark Schaefer, refers to the rising amount of content posted on the internet on the various channels vs. the finite ability of people to consume all that content. In talking with Mike Barrett, he shared with me a infographic on video content....