Comments for Customer Centric Support http://customercentricsupport.com We know what is important, do you? Fri, 29 Sep 2017 20:03:36 +0000 hourly 1 Comment on Top Tips From ICMI Contact Center Demo by Nate Brown http://customercentricsupport.com/top-tips-from-icmi-demo/#comment-1933 Fri, 29 Sep 2017 20:03:36 +0000 http://customercentricsupport.com/?p=1546#comment-1933 Ha! Thanks Jeff. Looking forward to it.

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Comment on Top Tips From ICMI Contact Center Demo by Jeff Toister http://customercentricsupport.com/top-tips-from-icmi-demo/#comment-1932 Fri, 29 Sep 2017 16:31:47 +0000 http://customercentricsupport.com/?p=1546#comment-1932 Great write-up, Nate! I look forward to an epic battle of mini-golf skills in Orlando at ICMI’s 2018 Expo and Conference!

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Comment on Carvana: CX and Car Buying Finally Meet! by Nate Brown http://customercentricsupport.com/carvana/#comment-1819 Mon, 28 Aug 2017 13:57:54 +0000 http://customercentricsupport.com/?p=1525#comment-1819 Hey Jeff! Good question as I’ve had a couple folks raise that point. I didn’t test drive as I already knew what I was getting into. Carvana does have you test drive the car before you accept it, which I did. You also have seven days to bring the car back with no questions asked. Carvana is a great option if you already know the car want. If you are someone that needs to get hands on and drive several different cars, might not be the best option as of yet 🙂

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Comment on Carvana: CX and Car Buying Finally Meet! by Jeff Toister http://customercentricsupport.com/carvana/#comment-1816 Sun, 27 Aug 2017 17:33:27 +0000 http://customercentricsupport.com/?p=1525#comment-1816 Did you test drive the car before deciding on the Tucson? I couldn’t tell from your post. From my own experience, my opinion of a car has often changed dramatically once I drive it. Sometimes better, sometimes worse.

I hope your ownership experience has been as good as the buying experience!

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Comment on Customer Service at Sea by Jeff Toister http://customercentricsupport.com/customer-service-at-sea/#comment-1467 Sun, 07 May 2017 15:26:16 +0000 http://customercentricsupport.com/?p=1460#comment-1467 My favorite aspect of this post is you can’t stop thinking about service, even while on vacation!

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Comment on Speaking The Language Of CX Value by Jeff Toister http://customercentricsupport.com/speaking-the-language-of-cx-value/#comment-1455 Mon, 01 May 2017 16:13:38 +0000 http://customercentricsupport.com/?p=1437#comment-1455 I’m guessing something prevented you from calculating the actual ROI of an initiative. Usually, there’s some piece of data that’s missing or hard to capture. Was that the case in this instance?

I ask because calculating your actual ROI is the most impactful way to go, but it’s not always easy to do.

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Comment on Speaking The Language Of CX Value by Nate Brown http://customercentricsupport.com/speaking-the-language-of-cx-value/#comment-1454 Mon, 01 May 2017 13:21:32 +0000 http://customercentricsupport.com/?p=1437#comment-1454 That’s a great question. I original purpose for finding these stats is I challenged by an exec to put the program in terms of ROI for greater impact. These were the best and most and compelling numbers I found. The main execs I’m working with in my specific situation have a sales background, and InsightSquared holds a lot of value with them. I can’t say for sure, but I believe the stats resonated very well and have aided in the program’s adoption. I guess a good exercise would be to consider your audience…who are the chief people you need to “sell” and what sources are going to be meaningful to them.

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Comment on Speaking The Language Of CX Value by Jeff Toister http://customercentricsupport.com/speaking-the-language-of-cx-value/#comment-1453 Sun, 30 Apr 2017 14:45:36 +0000 http://customercentricsupport.com/?p=1437#comment-1453 I’m wondering how your executives reacted to those statistics from InsightSquared, such as a happy customer has a 6x higher lifetime value than others.

In my experience, executives are generally unimpressed by broad estimates like this since they always assume their business is different or they don’t believe the math. Have you had a similar experience? Or did you find that data like that helped convince your executives of the need for greater customer-centricity?

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Comment on Why Mindfulness Belongs in Your Call Center by 100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More - CallMiner http://customercentricsupport.com/mindfulness/#comment-1386 Mon, 20 Mar 2017 19:59:36 +0000 http://customercentricsupport.com/?p=1376#comment-1386 […] doubt, there is a place for some level of mindfulness in your contact center.” – Nate Brown, Why Mindfulness Belongs in Your Call Center, Customer Centric Support; Twitter: […]

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Comment on The Contact Center – Company Farm Team? by Jeff Toister http://customercentricsupport.com/company-farm-team/#comment-1217 Sat, 07 Jan 2017 17:28:08 +0000 http://customercentricsupport.com/?p=1333#comment-1217 Hi Nate – Sorry, I’m just seeing this now.

Yes, culture is definitely impacted by the people, so turnover of any kind will impact your culture in some way. (Culture is the focus of my new book, so I’ve spent a lot of time immersed in this.)

For this reason, great organizations and teams don’t leave culture to chance. They hire for culture fit, indoctrinate new hires into the culture, and constantly reinforce the culture. In this way, new team members quickly understand and adopt the cultural norms and beliefs.

Have you ever heard of the Tuckman model for team development? There are four stages a team goes through: 1) Forming 2) Storming 3) Norming and 4) Performing. Having a team that’s already gone through the first three stages together makes it easier to integrate new members without losing a step because you can get the new person to Performing faster.

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