Annual Total Retail Survey emphasizes the need for Canadian retailers to provide a full consumer experience.
Source: http://ift.tt/U3h4pi
Yet further evidence that Retails must Evolve of Die #custserv #cctr #custexp
The post Customer is still king according to survey appeared first on The Taylor Reach Group - Call Center Consultants.
Mark Twain once said, “A lie can travel half way around the world while the truth is putting on its shoes.” The same principle applies to business. If one of your customers has a bad experience, that news is going to travel faster and further than any of the positive stories […]
Source: www.forbes.com
To minimize Bad Experiences, you must train and trust your front line staff #custserv #callcenter #custexp
The post How To Keep Those Bad Stories From Leaving The Starting Gate appeared first on The Taylor Reach Group - Call Center Consultants.
How the growing availability of data about customer interactions can influence strategies for managing customer lifetime value.
Source: ww2.cfo.com
The post A Customer for Life – appeared first on The Taylor Reach Group - Call Center Consultants.
Amazon Business is a new marketplace on Amazon.com with features and benefits customized for businesses.
Source: http://ift.tt/U3h4pi
How will Amazon Business affect the businesses Customer Experience – #custexp #custserv #callcenter
The post Amazon introduces Amazon Business appeared first on The Taylor Reach Group - Call Center Consultants.
Digital channels show “paltry use” with less than a fifth of online adults interacting via email and no other channel, including mobile apps, getting higher than 5 percent use.
Source: http://ift.tt/1iK792u
The post Major investments in improving federal digital customer experience not bearing fruit, Forrester finds appeared first on The Taylor Reach Group - Call Center Consultants.
Heather Smiley, CMO, Retirement and Worksite Insurance at MassMutual, will address these 4 questions….
Source: http://ift.tt/hFWySe
The post A MassMutual CMO Answers 4 Questions for Marketing Innovators appeared first on The Taylor Reach Group - Call Center Consultants.
The twelfth annual World Retail Banking Report (WRBR) by Capgemini and Efma has found that, for the second year in a row, improvement in global retail bank customer experience levels has stalled.
According to the report, which draws on research from 32 markets and global data from over 16,000 retail banking customers, stagnating global customer experience levels, combined with an alarming increase in customers willing to leave their banks, points to weakening bank-customer…
Source: www.onwindows.com
Banks need to invest in Customer Experiece. #custserv #custexp #cctr
The post Customers are disenchanted, finds World Retail Banking Report 2015 appeared first on The Taylor Reach Group - Call Center Consultants.
I had recently tried to upgrade our TV service here at the office so we could watch some local playoff games. First step, let’s go to the xfinity web site. After all, every company has options to upgrade services within your web account right? This is what we continue to be preached about in monthly statements, email promotions, mobile applications, and our good friend the IVR. xfinity promotes it so much, I bet I could get a free bowl of soup by just logging in. After logging into my account an
Source: www.linkedin.com
A sad tale of woe and Customer Service Breakdowns. Is it any wonder cable companies consistently rank so poorly for Customer Service? #custserv #callcenter #custexp
The post Omni-Channel Design Gone Wrong appeared first on The Taylor Reach Group - Call Center Consultants.
A lack of willing workers drove the HGS call centre out of Thunder Bay, according to the company’s vice president of human resources but a man who wanted to work there sees things differently.
Source: www.cbc.ca
Not able to recruit staff at $12.50/hour?? Sounds like there is more going here than just recruiting issues. #callcenter #custserv #hgs
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There’s nothing better than a great return policy or a wonderful sales representative. See what companies money expert Matt Granite thinks are the top in the country for stellar customer service.
Source: www.usatoday.com
Good list, some notable omissions such as #USAA – #custserv #custexp #callcenter
The post The top companies for customer service are … appeared first on The Taylor Reach Group - Call Center Consultants.
The House Ways and Means Committee released a new report Wednesday on the Internal Revenue Service s declining level of customer service during the 2015 tax-filing season, blaming the IRS for diverting funds away from taxpayer service to finance…
Source: http://ift.tt/PT0J3Y
The post IRS Accused by Congress of Diverting Funds from Customer Service appeared first on The Taylor Reach Group - Call Center Consultants.
How many times a day do you receive some form of message notification and glance briefly at your phone before putting the device back in your pocket? If the message isn’t an emergency, you might ju…
Source: http://ift.tt/Q5Ea6w
The post The Evolving Art of Anticipatory CX appeared first on The Taylor Reach Group - Call Center Consultants.
Searching for the “best kept secret in outsourcing,” one that can “provide you with all the advantages” of domestic workers, but with “offshore prices”? Try prison labor!
Source: firstlook.org
The post Prison Labor Company Features Promo Video Touting “Best-Kept Secret in Outsourcing” – The Intercept appeared first on The Taylor Reach Group - Call Center Consultants.
By Mark Atterby Despite being the channel customers love to hate IVR (Interactive Voice Response) is still growing and is predicted to be worth $2.78 billion by 2017, according to a 2012 report from Global Industry Analysts (GIA). The growth is being driven by outbound IVR to deliver important notifications and proactive customer service functions. IVR has had a mixed history, on one hand reducing call wait times and improving overall efficiencies and service levels, on the other, driving cust
Source: theoutsourcing-guide.com
Good overview to IVR, Outbound IVR and Visual IVR- #IVR #ccallcenter #custserv #cx
The post Are you talking to me? | theOutsourcing-guide.com appeared first on The Taylor Reach Group - Call Center Consultants.
Source: http://ift.tt/Oi8Gfg
Some great tips here. #callcenter Custserv #custexp
The post 19 Ways to Exceed Your Customers’ Expectations appeared first on The Taylor Reach Group - Call Center Consultants.
The solution aims to make employees more engaged and productive.
Source: http://ift.tt/12dZBxM
Gamification added to Verint offering – this move bodes well for improving agent negagement. #callcenter #custserv #cx
The post Verint Adds Gamification Infrastructure to Customer Engagement Optimization Portfolio appeared first on The Taylor Reach Group - Call Center Consultants.
Organisations that do not make data analytics part of their contact centre technology will lose their competitive edge, as data science techniques prove their worth in improved customer experience, according to an industry expert.
Source: eandt.theiet.org
40% of call center have no tools to analyze data. These centers must step up on run the risk of being left behind. #callcenter #custserv #custexp
The post Contact centres ‘missing data analytics advantage’ – E & T Magazine appeared first on The Taylor Reach Group - Call Center Consultants.
Marketers have made ‘little-to-no progress’ in joining the dots across their customers’ journeys since 2011, according to new research.
Source: http://ift.tt/1iNuYnA
Have we made progress in understanding the Customer Journey in the past 4 years? Research study says no! #custserv #custexp #callcenter
The post Marketers’ understanding of customer journey ‘no better than four years ago’ | News | Research appeared first on The Taylor Reach Group - Call Center Consultants.
By Megan Burns One week ago today we Bostonians enjoyed a picture-perfect opening day at Fenway Park. The sun was shining, temps finally warmed up after an abysmal winter, opening ceremonies paid tribute to local heroes like the Richard and Frates families*, and our beloved Red Sox beat the Washington Nationals 9-4. What I love about opening day at […]
Source: www.forbes.com
The post Forrester’s Customer Experience Index, Spring 2015: The Start of A Whole New Ballgame appeared first on The Taylor Reach Group - Call Center Consultants.
For more than 1.5 billion people worldwide, it’s a daily ritual to visit a social site to review feeds, upload pictures, share stories, and work toward common good. In the last few years, social te…
Source: http://ift.tt/Q5Ea6w
Social has many benefits for the organization. Nice post and worth the read. #custserv @custexp #social #cctr
The post 4 Reasons Social Collaboration Is a Business Imperative appeared first on The Taylor Reach Group - Call Center Consultants.
TORONTO – Rogers customers who say they’re frustrated trying to figure out their monthly bills could find some relief in a revamp of the process announced Tuesday by chief executive Guy Laurence.Laurence told reporters that Rogers Communications (TSX:RCI.
Source: http://ift.tt/Je9vnt
Is revamping their billing process what Roger’s really need to improve the Customer Experience? This is not where I would have started. #custserv #rogers #custexp #callcenter
The post Rogers’ billing process is getting a revamp, says CEO Guy Laurence appeared first on The Taylor Reach Group - Call Center Consultants.
#CustServ What Does It Take To Close The Customer Experience Gap? http://t.co/y7pZOYhMvR
Source: customerthink.com
The post What Does It Take To Close The Customer Experience Gap? | CustomerThink appeared first on The Taylor Reach Group - Call Center Consultants.
Leaders in customer experience outperformed the Standard & Poor 500 Index by 26 percent,
Source: memeburn.com
The post Personalisation: not a technical tool, but a way to build closer relationships with people | memeburn appeared first on The Taylor Reach Group - Call Center Consultants.
Many large and small retailers plan to deploy beacons this year but those in the middle, not so much. Comprehensive research around beacon deployment has been somewhat scarce in the market to date. We
know beacon deployment at retail last year was hardly a blockbuster, although there were countless experiments and trials going on, some relatively large in scope. The same is still true today,
despite a few large-scale deployment announcements.
Source: www.mediapost.com
Get ready for a Minority Report world with more than a third of large retailers deploying beacons this year! #retail #custserv #custexp #callcenter
The post 37% of Large Retailers to Deploy Beacons This Year appeared first on The Taylor Reach Group - Call Center Consultants.
With Amazon alone gaining 65 billion dollars in market value over the past five years, it isn’t news that retail leads the way in a historic disruption of the relationship between buyers and seller…
Source: http://ift.tt/Q5Ea6w
Nice infographic on Ways Retailers can Use Omni-channel marketing – But it neglects the changes that need to be made in the contact center to support omni-channel: a single view of the customer regardless of channel. #custserv #custexp #callcenter
The post How To Compete and Succeed In An Omni-Channel World appeared first on The Taylor Reach Group - Call Center Consultants.
Toshiba Corp. said its humanoid robot will debut at the information desk of an upscale department store in Tokyo next week and provide audio guidance to customers.
Source: blogs.wsj.com
Interesting…a robot for Customer Service, but not the future. #custserv #custexp #callcenter
The post Robotic Customer Service? In This Japanese Store, That’s the Point appeared first on The Taylor Reach Group - Call Center Consultants.
Source: www.newswire.ca
Another example of a firm breaking the rules- #callcenter #cctr
The post Canadian Radio-television and Telecommunications Commission | Metroland pays $240,000 for violating the Unsolicited Telecommunications Rules appeared first on The Taylor Reach Group - Call Center Consultants.
While the amount of money, energy and time retailers and consumer goods manufacturers are spending to improve their omnichannel sales capabilities, but only 16 percent of companies say they can fulfill omnichannel demand profitably today. Here’s more from this report a new report prepared for JDA Software Group by PwC.
Source: multichannelmerchant.com
Only 16% of companies can fulfill #omnichannel orders profitably. #custserv #custexp #callcenter
The post Omnichannel Efforts Increasing, but Not Profitable appeared first on The Taylor Reach Group - Call Center Consultants.
Customer experience as a concept is not alien concept to the hotel industry; some might even suggest that hotel industry invented customer experience. With its star-ratings for establishing consistent product features to brand consistency as envisioned by many hotel chains i.e. Marriot, Hilton, Intercontinental, etc. hotel business has always been about creating positive guest experiences, from weddings, birthdays and conferences to prom nights and honey moons, almost every consumer of the world
Source: http://ift.tt/1cQzxaJ
Customer Experience = More Revenue? #custserv #callcenter #custexp
The post Hospitality Net – Customer Experience Strategy for hotels and how it can Generate More Revenues | By Ahmed Mahmoud appeared first on The Taylor Reach Group - Call Center Consultants.
Source: http://ift.tt/Oi8Gfg
Good list of tips to improve #FCR – #callcenter #custserv #cem
The post 22 Ways to Improve First Contact Resolution appeared first on The Taylor Reach Group - Call Center Consultants.
Machine learning continues to make inroads in the financial services sector and other large enterprises as businesses seek to leverage the technology to ge
Source: www.datanami.com
Machine Learning becomes essential as customer and transaction volumes soar at AMEX #custserv #custexp #cctr
The post AMEX Adopts Machine Learning to Crunch More Data appeared first on The Taylor Reach Group - Call Center Consultants.
Subaru dealerships rank highest in the dealer-customer experience according to DealerRater. What brands did Subaru beat among non-luxury brands?
Source: www.torquenews.com
Subaru tops in dealer Customer Experience. #custserv #custexp #subaru
The post Subaru tops MINI and Honda in dealer-customer experience ranking – Torque News appeared first on The Taylor Reach Group - Call Center Consultants.
Managing the customer experience isn’t all about fancy consumer-facing tools. It often begins with things the customer doesn’t see–like a web content management system that’s doing the heavy lifting behind the scenes.
Source: http://ift.tt/1j1w7rr
Web Content Management supports better Customer Experience according Forrester Report. #Cx #custserv #cctr
The post Report: WCMs lead to better customer experience appeared first on The Taylor Reach Group - Call Center Consultants.
When competitors with better prices are just a click away, customer experience (CX) is a key differentiator for brands.
Source: econsultancy.com
This delusional dichotomy has been a constant for more than 20 years. Companies think they deliver good, or at least acceptable Customer Service, but Customers do not agree.
The post Brands think they provide great customer experience, consumers disagree appeared first on The Taylor Reach Group - Call Center Consultants.
In 2015, mature markets like North America and Western Europe saw Internet penetration exceed 80 percent (with the United States nearing 90 percent). This high level of adoption has shifted the focus of service providers across these regions to heavily invest in customer experience management platforms instead of attracting new customers with advertisements.
Source: www.techzone360.com
Customer Experience is all the rage today…but does it improve the bottom line? #Custexp #custserv #callcenter
The post Just How Important Are Customer Experiences? appeared first on The Taylor Reach Group - Call Center Consultants.
How do you build strong and genuine bonds with customers? Read this account of an old small business in Brooklyn.
Source: www.alleywatch.com
What can we learn from a Butcher in Brooklyn about delivering a superior customer experience? #custserv #cx #callcenter
The post Earning Your Customers Trust: Act Like Their Butcher – AlleyWatch appeared first on The Taylor Reach Group - Call Center Consultants.
Volvo Car UK says that it is to embark on new standards for its UK dealer network that improve the retail experience for its customers. related to Retailing, marketing & distribution, Vehicle manufacturers, Volvo,
Source: www.just-auto.com
Volvo makes changes to improve its’ customer experience – #custexp #custserv #retail
The post Volvo UK ups its customer experience game appeared first on The Taylor Reach Group - Call Center Consultants.
Knowing what is considered a good customer experience does not assure that one knows how to provide it.
Source: winthecustomer.com
The post Are You Giving Your Customers the Experience They Really Want? appeared first on The Taylor Reach Group - Call Center Consultants.
6 Steps to Becoming a Confident #CallCentre Manager ▸ http://t.co/heqyzsVhni #cctr #callcenter #contactcenter
Source: http://ift.tt/Oi8Gfg
The post 6 Steps to Becoming a Confident Call Centre Manager appeared first on The Taylor Reach Group - Call Center Consultants.
Mid-tier companies are boosting their investment in digital as they strive to transform their customer experience, according to a new report from KPMG Enterprise.
Source: www.bqlive.co.uk
Digital investments to improve Customer Experience? #custserv #cx #cctr
The post Mid-tier companies embracing digital to transform the customer experience appeared first on The Taylor Reach Group - Call Center Consultants.
uThere are consumers who use their phones for various banking activities and then there are those who actively use their phones for banking. The migration of banking to digital over the years has been
apparent, with now only a small number (4%) managing all of their banking needs in person at a bank branch or ATM, according to a new survey.
Source: www.mediapost.com
How do you use you #mobile banking apps? #custserv #cem #callcenter
The post Mobile Bankers: 79% Check Balances, 63% Transfer Money, 44% Deposit Checks appeared first on The Taylor Reach Group - Call Center Consultants.
How often will your clients hear from you? If you don’t really know the answer to that question, imagine how your clients feel. Even if your organization isn’t taking enormously high-risk project…
Source: http://ift.tt/Q5Ea6w
How well are you managing your customer expectations? #custserv #cx #callcenter
The post The Art Of Expectation Management: A Crash Course In Client Communications appeared first on The Taylor Reach Group - Call Center Consultants.
I was excited to interview John J Curtis, the SEO Manager at Walgreens (one of my favorite places to stop for Cheetos and birthday cards) about omni-channe
Source: http://www.searchenginejournal.com
The post 5 Answers on Omni-Channel Marketing With John J Curtis of Walgreens – Search Engine Journal appeared first on The Taylor Reach Group - Call Center Consultants.
The following provides a rough outline of what needs to be considered when implementing text messaging services in a contact center or business. While some of these items may seem…
Source: www.onereach.com
The post 10 Things To Consider When Text-Enabling Your Contact Center – OneReach Blog appeared first on The Taylor Reach Group - Call Center Consultants.
When crisis hits, it is essential for a brand’s customer reputation be managed correctly
Source: www.callcentre.co.uk
Businesses lose 10% of customer each year on average- how you handle a crisis can increase or decrease this figure. #custexp #custserv #callcenter
The post Optimising customer service with mobile messaging – CallCentre.co.uk appeared first on The Taylor Reach Group - Call Center Consultants.
Spring break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me pres…
Source: http://ift.tt/Q5Ea6w
We have all had airline issues, but this is a long saga of after after failure. A cautionary tales for all of us. #custserv #cctr #cem #callcenter
The post This Is What An Epic Customer Experience Fail Looks Like appeared first on The Taylor Reach Group - Call Center Consultants.
Dido Harding says she reads through customer complaints every day.
Source: www.uswitch.com
Reading Customer Complaints like Penance? #custserv #callcenter #cem
The post TalkTalk CEO reads ‘awful’ customer complaint emails - appeared first on The Taylor Reach Group - Call Center Consultants.
