#cht16 - Twitter Hashtag

Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

in the light of today's #cht16 discussion on #custexp and #custserv. Questions I'd ask: https://t.co/k3JWk4FqtG #CEX #CEM #loyalty

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Alan Berkson @berkson0

almost 10 years ago

@twieberneit Thanks for YOUR insights, Thomas! See you at CRM Evolution next year? @pgreenbe @BrentLeary #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

thanks for your insights @pgreenbe and @BrentLeary cc @berkson0 #cht16 #custexp #custserv

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

"mobile is not a trend, it's a fact of life" thus integral part of #custexp & #custserv; it changes the paradigm @pgreenbe #cht16 #CEX #CEM

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Freshdesk 🙌 @freshdesk

almost 10 years ago

"The expectation is that companies will respond as quickly as the fastest channel." -@pgreenbe #cht16

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Brent Leary @BrentLeary

almost 10 years ago

slide from CRM Evolution preso from 2010 on turning data into trust. #cht16 cc @twieberneit @freshdesk #empathy

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Freshdesk 🙌 @freshdesk

almost 10 years ago

"Potential customers are making decisions based on reviews. You want to get your good customers to review you." - @BrentLeary #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

measuring reviews on sites? needs a clear model. issues around bias, paid reviews etc; can't be main metric till then cc @BrentLeary #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

"customer service success = keeping customer experience a good one over time" great quote by @pgreenbe #cht16

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Freshdesk 🙌 @freshdesk

almost 10 years ago

"90-95% of customer service interactions are queries and can be automated." -@pgreenbe #cht16

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Alan Berkson @berkson0

almost 10 years ago

It's no longer about just getting it done quickly, it's about getting it done right - @pgreenbe #custserv #cx #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

@berkson0 @pgreenbe sometimes I've got my light moments :-) - even without a coffee #cht16

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Freshdesk 🙌 @freshdesk

almost 10 years ago

"The most important quality to hire for is empathy. You can train for specific skills, not empathy." -@pgreenbe #cht16 #custexp

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Alan Berkson @berkson0

almost 10 years ago

@twieberneit You said empathy before @pgreenbe did! :) #cht16

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Alan Berkson @berkson0

almost 10 years ago

The quality you hire to is empathy [for #custserv #cx] - @pgreenbe #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

'give employees everything they need' @BrentLeary: Do they know what they need? Employees can be like customers ;-) #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

main skill: empathy #cht16 https://t.co/UsBfH9k3Nt

Freshdesk 🙌 @freshdesk

almost 10 years ago

Question: What tools or skills do we need for customer experience? #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

How to scale creating #custexp? find and use commonalities between customers, offer them choices, get their feedback > analytics! #cht16

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Freshdesk 🙌 @freshdesk

almost 10 years ago

@twieberneit "There is a layer of complexity that larger companies can't get past due to proximity." -@BrentLeary #cht16

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Thomas Wieberneit @[email protected] @twieberneit

almost 10 years ago

give employees the tools to do a good job. Makes them happy > creates happy customers > successful company #cht16 #CEX #custserv

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