Marketing G2 and BilltoMobile form partnership

By News Editor Mobile payments for digital content to be integrated into Marketing G2’s customer engagement platform SPRING HOUSE, PA – Marketing G2 announced today that it has formed a partnership with BilltoMobile, a leading provider of mobile business solutions, … …read more
Source: customerthink.com  

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BBB Warns That Privacy Code Applies To Cross-Device Tracking

The Better Business Bureau is reminding online ad companies that they must notify consumers about online behavioral advertising and allow them to opt out, regardless of whether the tracking occurs via
cookies, device fingerprinting or other technology. …read more
Source: mediapost.com  

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The Top Things You Thought Were True About CX

By Katie Kiernan

Here are seven myths about Customer Experience that can get businesses distracted from driving the most effective business results. …read more
Source: customerthink.com  

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Swimming in Wonderful Robin Williams Streams of Consciousness

By Michael Plishka

When I conduct brainstormings (and even when I’m looking for ideas) I find that one of the biggest enemies is the internal censor that each of us has. I’m sure you’ve succumbed to that voice.

You come up with an idea and before you’ve even spent time examining it, you’ve jettisoned the thought:

“That’s stupid!”

“That’ll never work!”

“How could I have thought that?”

“That thought came out of me? No one can ever know I thought THAT!”

One of the amazing gifts that Robin Williams had was his ability to turn off the censor. He trusted himself, and even when riffing with others, he allowed himself to follow the promptings of lesser ideas knowing that greater ideas were coming. The results were nothing short of astounding and amazingly hilarious. While Williams’ verbal streamdidn’t seem to even afford himtime to breathe, his audience couldn’t breathe because they were laughing so hard.

In the world of comedy, following the stream of consciousness is considered acceptable because, well, it’s comedy. However, in the corporate world, such thinking is considered out of place, too bold, not politically correct – perhaps even offensive.

Unfortunately, when the censor kicks in, creativity, and perhaps the next seed of a groundbreakinginnovation, gets kicked out.

People have a tendency to think that those ideas judged as ‘bad’ or ‘improper’ should just be jettisoned and forgotten. Yes, not all ideas are ready for prime time; howeverthese ideas are essential to the creative process – a process that builds upon that which came before. Ignore what comes before and there’s nothing to build upon.

Robin Williams lived this brilliantly. Not everything that Robin said was earth-shatteringly funny, but just around the corner, rest assured, mirth was imminent.

Creative thought in the corporate world follows the same process. Not every idea is worthy of patent or should be invested in. But, if the ideas are built upon, eventually, things will come together in a wonderful way.

So, how do we train ourselves to be creative in this way?

Practice!!!

Listen to all ideas as they bubble up! Things pop up for a reason!! Write everything down. Sketch! Play with the ideas!

The idea that seems totally unusable may provide the seed that enables you, or someone else, to make a connection to an even better idea! In my own experience, some great ideas have surfaced after someone had the courage to share a half-baked idea. This simple and profound act of sharing provided the building blocks for others. If the internal censor would’ve won out, these breakthroughideas would never have been born.

Remember this next time you’re coming up with ideas, alone or with others.Better yet, even if you’re not coming up with ideas, examineyour thoughtsas they arepercolating to the surface. Learn to get comfortable with the flow; the more at ease you feel with thestream’s current, the less likely you’ll be tothrow out ideas as they bubbleup.

I love thefollowing Robin Williams interview with Craig Ferguson. The two of them highlight the above process – they both just grab an idea, follow it to the next, and …read more
Source: customerthink.com  

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Contact Center Economics 101: When WFM Means Workforce Manna

By Bruce Belfiore There are literally thousands of contact centers that are on (or over) the cusp of needing advanced workforce management systems. Continuing to spreadsheet your workforce needs as your center grows and becomes more complex may seem like … …read more
Source: customerthink.com  

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‘Thank You’! The two most important ‘Customer Experience’ words of all

By Ian Golding ‘Thank You’. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded … …read more
Source: customerthink.com  

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Customer Success for Ninjas: Tips for Scaling Customer Onboarding (and Walls!)

By Rachel English When I ask Customer Success practitioners at all levels what is the most important priority for their team, it’s common to hear that successfully onboarding new customers is at or near the top of the list. And … …read more
Source: customerthink.com  

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“Bold Leaders Create Stress”

By Chris LaVictoire Mahai That headline was one of the last things Brad Hewitt, President and CEO of Thrivent Financial, said to me when we sat down together for a conversation. It came after a fast hour of “Brad-isms” as he … …read more
Source: customerthink.com  

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How to Create Experiences through Personalization, Sharing, and Social Platforms

By Joseph Michelli, Ph.D. I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to consumers who are less inclined to want sugar based carbonated drinks.  That trend … …read more
Source: customerthink.com  

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Gamification – Get your contact centre game on

By Neldi Rautenbach Customer relationship management is important for any contact centre to deliver the best customer experience possible. However multi-channel online customer service is increasingly allowing customers to resolve common queries themselves, only engaging with contact centre agents when they experience … …read more
Source: customerthink.com  

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