The Newest Updates In The Customer Service World

There's so much change going on in the world of customer service that it's hard to keep up. For this reason, we've pulled together what we see as some great sources, so you can access customer service advice and information all in one place

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Poll – How good is your contact centre technology?
Friday, April 18, 2014

During our webinar “10 ideas for a contact centre Christmas wish list” our audience were asked  “How good is your [...] .. read more..


What is Social Customer Care?
Wednesday, April 16, 2014

I am a technology geek. I love social media and I’m always using it but here is the strange thing [...] .. read more..


Twitter acquires GNIP and changes the social data game
Wednesday, April 16, 2014

Twitter is acquiring GNIP. This is important because it could have dramatic effects on your social media data access. Here’s [...] .. read more..


Great conversations – Are they part of your work?
Wednesday, April 16, 2014

Blimey, in the process of changing all my passwords I noticed a metric of “been busy last qtr”.  I hadn’t [...] .. read more..


How NOT to please the social customer
Wednesday, April 16, 2014

Providing customer support on Social Media can be very effective, but it’s easy to get it wrong. Here are the [...] .. read more..


18 ways to improve outbound dialling
Wednesday, April 16, 2014

Our panel share their tips on improving outbound dialling in the contact centre. 1.    Use penetration reports for a clear [...] .. read more..


360-degree feedback: How to avoid panic
Wednesday, April 16, 2014

Heather Foley explains 360-degree feedback and how it can benefit your personal development. More and more companies are using 360-degree [...] .. read more..


Movers and Shakers – April 2014
Wednesday, April 16, 2014

This month we bring you news from Vizolution, Magnetic North, Jabra, Webhelp UK, CallScripter, Fusion Coventry and NewVoiceMedia. Vizolution appoints [...] .. read more..


Next webinars in the series…
Wednesday, April 16, 2014

Need to keep up to date with all of the latest contact centre developments? Why not sign up for some [...] .. read more..


Get involved with Hidden Impairment Screening
Wednesday, April 16, 2014

ISV Software are seeking contact centres to help launch a new tool to manage hidden disabilities. The Ability Profiler team [...] .. read more..


One day MBA programme launched
Wednesday, April 16, 2014

The CCA One Day MBA Programme for Customer Experience is being held on 30th April in Edinburgh. If you are [...] .. read more..


One-day MBA programme launched
Wednesday, April 16, 2014

The CCA One-Day MBA Programme for Customer Experience is being held on 30th April in Edinburgh. If you are responsible [...] .. read more..


Customer Journey Analysis
Tuesday, April 15, 2014

Here’s an interesting technique.  Instead of doing the traditional scoring of calls, instead do a customer journey analysis. This is [...] .. read more..


Don’t Bank On The Weather – But Great Customer Experience Will Always Pay Off!
Monday, April 14, 2014

A recent report reveals many Brits consider eating out at a high-end restaurant an experience worth paying for and are as likely to save up for fine dining as for a holiday. This is good news for brands offering eating and drinking destinations and days out, who could well enjoy some positive out... .. read more..


Airline Safety Videos: Changing customer behavior for the better!
Monday, April 14, 2014

Customers taking things for granted is the enemy of all Marketers.  How do you get your people to change their [...] .. read more..


Five ways to become more agile and responsive to your customers needs
Monday, April 14, 2014

About a month ago I wrote a piece called: Are You Sure Your Customers Will Wait Two Years For You [...] .. read more..


What could a lab rat teach you about leadership?
Monday, April 14, 2014

In the 1960’s a couple of scientists (Rosenthal and Frode) were busy trying to breed clever rodents.  To see if [...] .. read more..


360-degree feedback: How to avoid panic
Monday, April 14, 2014

Heather Foley explains 360-degree feedback and how it can benefit your personal development. More and more companies are using 360-degree [...] .. read more..


New Strategies For Measuring And Increasing Staff Advocacy Are Key To Improvi...
Tuesday, April 1, 2014

Findings from the Friends and Family Test which was introduced last year, and recommendations from the Francis report that staff views could provide an important test of quality of care, has lead to a growing interest in the views of NHS staff on their organisation as a place to work and be treat... .. read more..


NHS Friends And Family Test One Year On – A Happy Birthday?
Tuesday, April 1, 2014

The calls to improve the experiences of NHS patients have shown no sign of quieting down since the Friends and Family Test (FFT) was launched a year ago, and it seems unlikely that anyone will be rolling out the cake and balloons for its first birthday. But the key question is, now that we are 12... .. read more..


13 Content Marketing Tips
Monday, March 31, 2014

These days, businesses are slowly giving up loud, flashy campaigns in favor of getting in touch with their customers. Pop-ups and other gimmicky ads are moving aside for tailored content – be it in print, image, or video — that a company’s customers may find useful, or otherwise worth sharing. re... .. read more..


Going Beyond Omnichannel in the “Shoppertainment” Era
Tuesday, March 25, 2014

Omnichannel has become more than just a buzzword—it’s a reality for aggressive retailers interested in creating brand differentiation through a seamless shopping experience across all channels and touchpoints. As retailers all over the world sort through the organizational, operational, and techn... .. read more..


Six Ways Tablets Are Changing Restaurant Customer Experience
Wednesday, March 19, 2014

After selecting our restaurant of choice, we lined up, dreading the wait. As we made our way through the line-up, I was pleasantly surprised to see an employee of the fast food restaurant half way through taking orders on a wireless tablet. The goal was to take the orders in advance so when we re... .. read more..


Mum’s The Word: Tips To Create A Special Customer Experience This Mother’s Day
Thursday, March 13, 2014

When it comes to Mother’s Day, people all over the world take the time to search for a special gift for the person who has played such an important role in their lives. While this day of love and appreciation may not be celebrated in exactly the same way or on the same dates around the world, one... .. read more..


Ekaterina Walter of Branderati Talks Customer Connection with Robin Carey
Tuesday, March 11, 2014

Ekaterina Walter, Co-Founder and CMO at Branderati, recently met with me to share how companies can tap into their customers’, employees’, and partners’ passion about their brand to create a personal connection with a larger audience. Watch this video interview to see what she had to say. read more .. read more..


Who Really Needs Assistance? Influencing the Choice to Live Chat
Friday, February 28, 2014

Make sure that your live chat channel is tuned for high value/high complexity customer inquiries and requests. Start by determining the volume of interactions across all communication channels, assign an interaction value to request and inquiry types and develop interaction complexity levels in o... .. read more..


Spotlight on SPS Commerce: How an Online Community Strengthened Customer Support
Monday, February 24, 2014

What happens when a firm that specializes in supply chain management takes on an online customer community? Will they apply the operational efficiencies found in their line of business to their customer-facing digital initiative? To find out, I spoke in-depth with two leaders of the SPS Commerce ... .. read more..


Six Business Blog Topics That Will Attract Local Customers
Sunday, February 16, 2014

To improve your search engine rankings specifically for searches in your local area, it’s helpful to incorporate local references into your content. To help you do that in an authentic way, here are six local-focused blog post topics that will draw new customers from your geographic area. read more .. read more..


Are You Collaborating with Your Customers?
Thursday, January 30, 2014

Collaboration is a pretty popular concept at the moment, with countless articles, books and guides on both its value for companies and suggesting ways that it can be improved. Most of these posts have been on how employees can collaborate better internally. But how can companies collaborate bette... .. read more..


4 Steps to Connecting with - and Engaging - Generation C
Tuesday, January 28, 2014

Connected, empowered consumers—also known as of Generation C—have come to expect businesses to know them, to understand them, and to deliver what they want, where, when and how they want it. And when they don’t get what they want, their friends, followers and fans hear all about it. read more .. read more..


Look Through the Social Window
Thursday, January 23, 2014

In order to maximize the return on your brand’s investment in its social strategy, you should use comments from fans and followers to generate content ideas. Just how do you do so? Check out the following strategies to rock both social and content. read more .. read more..


The Customer Experience Advice That No One Is Giving You [VIDEO]
Wednesday, January 22, 2014

An interview with Dr. Natalie Petouhoff, a consultant who has spent a large chunk of her career helping companies build better customer relationships. This is no longer an optional business initiative: providing an exceptional customer experience is a key piece of running a successful business th... .. read more..


Use Social Selling to Generate Quality Sales Leads
Wednesday, January 15, 2014

Social selling has replaced outbound selling as the go-to sales tactic in the modern buying process. If you use a systematic social media marketing process to educate your target audience and identify sales opportunities, you will be rewarded with business growth. read more .. read more..


A 2014 Social Media Guide: New Trends and Solutions to Live By
Wednesday, January 15, 2014

In 2013, the importance of social media in a successful business marketing plan became undeniable; “a reported 78% of companies now have a dedicated social media team.” As we step into 2014, we continue to see the emergence of new social platforms and the impact that a strong social media presenc... .. read more..


Should a Company Create a Separate Customer Service Twitter Handle?
Tuesday, January 14, 2014

Twitter is most customers' preferred go-to social platform. Companies often create separate Twitter handles (e.g. @MicrosoftHelps), only for the purpose of leveraging their customer service. But is this actually the way customers want to be approached? read more .. read more..


Are You Engaged in Revenue Producing Activities?
Wednesday, January 8, 2014

Sales professionals hear, almost constantly, 'You should ONLY be involved in revenue producing activities.' In other words, any activity that doesn't result directly in revenue is an activity in which a sales professional should not be involved. Bottom line: sales reps are used to ... .. read more..


Spirit Airlines & the Difference Between Service and *Customer* Service
Thursday, January 2, 2014

Customers are generally wrong to criticize Spirit Airlines. Yes, you read that correctly. Brian Cantor, the guy who seemingly makes a living ranting about poor customer service experiences, the guy who confronts businesses who do not truly put the customer first and the guy who even .. read more..


A Hipper, Social Four Seasons Hotel Drives High Return Rate [CASE STUDY]
Friday, December 20, 2013

Until recently, the restaurant at The Four Seasons Hotel in Chicago catered to an older, wealthier demographic. With the rise in popularity of chic and eco-chic hotels like The W and Loft, Four Seasons knew it needed to appeal to a fresh demographic. Here's how they did it. read more .. read more..


Meeting Customer Expectations [VIDEO]
Friday, December 20, 2013

Here's another installment from my video recording session with the eCornell team, this time looking at customer experience and meeting customer expectations. I'm also including a post from earlier this year on building CX strategies that goes along with this video quite well. .. read more..


The First Rule of the Government Customer Service Game: Steal the Citizen's P...
Friday, December 20, 2013

Is Denver Broncos quarterback Peyton Manning excellent because he has natural talent or because he works hard?   While the answer is probably a bit of both, the truth is that Manning… .. read more..


Your Call Center Agents Don't Know their Roles; 5 Reasons It's Your Fault
Thursday, December 19, 2013

  I know the customer service process is not perfect.  I know that when I call a contact center, I will likely have to wait on hold.  I know that once I begin explaining my issue, I will likely be transferred to a “specialist” that requires me to repeat ev .. read more..


Stop Chasing Customers - Start Building Your Brand
Wednesday, December 18, 2013

Today I read a piece in Ad Age where the CMO of a major restaurant chain said, “In the past, over 80% of the marketing plan would be executed the way you originally planned. Now, it’s like 20%,” so you better be agile. I have to say – I completely disagree with this point of view, and think you s... .. read more..


From Metrics, to Disney, to Dead Call Centers to Rude Customers - CMIQ's Top ...
Wednesday, December 18, 2013

  With the customer experience reigning as a top business priority and businesses continuing to transform their customer service operations into omni-channel customer engagement centers, 2013 was an important yet for customer management. Naturally, it was also a big .. read more..


5 Holiday Social Media Management Tips for Brands
Monday, December 16, 2013

According to Mashable, 65% of shoppers turn to social media to find the perfect gift, so be there to welcome them with a glass of eggnog and a plate of Pinterest-inspired reindeer cookies. If you haven’t yet turned your attention to your holiday social media plan, here are 5 tips to help you wrap... .. read more..


Three Critical Success Factors for Remote Work
Thursday, December 12, 2013

Remote working is exploding as a result of mobile technologies.  A growing segment of the workforce prefers it, and it saves huge spend on real estate and related costs. But lagging behind the rapid technology expansion is well thought through organizational strategy to a .. read more..


4 Dangers Coming in 2014 (and How to Mitigate the Risk)
Thursday, December 12, 2013

The holiday season is a time for celebrating — and prognostications for the coming year. I’m typically an optimist, but not this time.  Though many factors point to a rosier 2014, every company faces some significant direct and indirect risks, many of which lurk below .. read more..


6 Things that Scare Call Center Leaders
Tuesday, December 10, 2013

Forget about witches, ghosts and goblins – here are some things that are really scary if you manage a contact center: Rampant agent turnover It’s positively frightening to think that the average contact center has an annual turnover rate of ne .. read more..


3 Ways to Empower Customer Service Employees
Thursday, December 5, 2013

When it comes to customer service, employee empowerment is defined as allowing employees to make fast decisions -- on the spot -- in favor of the customer. Unfortunately, empowerment is the single most difficult skill to get employees to utilize. That is a problem for businesses and .. read more..


Quick Hits: Starbucks on Creating an Adaptive Customer Experience Culture
Thursday, December 5, 2013

We often stress the importance of developing a customer-centric culture, but what happens when the culture of a customer base is inconsistent? This challenge, a pressing one for any global business, manifests notably in the Latin American market.  Though commonly treated by ext .. read more..


You Can't Cheat the Customer Experience
Tuesday, December 3, 2013

Because customer satisfaction translates into an improved bottom line, businesses are not wrong for approaching the customer experience from a perspective of greed.  They are not incorrect for treating customer experience investments as means to a profitable end rather than .. read more..



Special Help: Prevent and Master Angry and Difficult Customers


Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations
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Reviewer Praise From Amazon Readers

Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)

One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)

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