Conversations with Your Customers: Tone is Everything!

“Use your voice.” “Watch your tone.” “It’s not what you say, it’s how you say it.” Sounds like a conversation a parent has with a teenager, right? But if you want more satisfied customers, more engaged employees and a team that is working together for the good of your business, it’s a conversation you might want to […]

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Growth of Conversational Commerce

Conversational commerce is changing the way customers interact with brands and companies. Younger generations, like millennials, look at the transition as a valuable one because it utilizes technology they rely on every day, their smartphones. Overall, customer culture is evolving, and consumers have a desire for more accessible communication methods that let them interact with […]

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Getting to the Root of Displeasure

As a business, you expect to hear from your customers, and you probably welcome their calls because they give you valuable insight into their perception of your company. The last thing you or your call center agents want is to continually be handling upset customers or worse, repeat callers. Managing a large number of complaints […]

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5 Times When Voice Wins Over Customer Self-Service

As the post-Christmas trading analysis shows there are some significant challenges at play in the retail sector and 2018 will most likely continue in the same vein with cost pressures intensifying. Several of our most recent assignments have allowed both customer and operational improvements in parallel with cost reduction – combining these views can magnify […]

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Ready to Get ROI on Your Great Customer Service? Think “Conversionally”

Whenever I run a webinar on how to drive ROI from customer experience, I get an unusually high number of registrants. This leads me to believe that while there are more customer experience (cx) roles than ever before, customer experience itself is not seen as an ROI generator. But thinking about customer experience as an […]

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How to Reduce Call Center Dead Air Space?

Silence: The Truest Expression of Scorn There is a common misconception that the rise of the Internet, social media, live chat software, and text messaging mean the phone call is slowly dying. The truth is phone calls account for 68% of all customer communications which means properly training representatives is still a critical aspect of […]

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How to Make your Survey Better than Nordstrom, Lowe’s, and Walmart

I know you get asked to take surveys all the time, because I do. Even the shortest business trip results in at least 5 surveys: Delta wants to know about your flight; Hilton wants to know about your stay; Enterprise asks about your car rental and on and on. But the most prevalent of all […]

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One Concept that Improves All Your Customer Service Interactions

In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement plan? I think, decidedly, yes, for the simple reason that most customer service remains lackluster and inconsistent—while executives routinely believe their customer service is […]

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Restructuring Your Talent Strategy Through Workforce Planning

Organizations, big and small alike, draw strategies and build cultures that seek to fulfill customer requirements. Talent management is the preferred and exploited tool used to drive organizational health and customer satisfaction. However, what most companies overlook in the rush to gain a competitive edge and stay relevant in a digital age is their human […]

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Digital Customer Service Strategy Lessons from Silicon Valley

Silicon Valley has given traditional businesses a long list of lessons on improving the digital customer service. Companies in the valley have the agility to shift with consumer needs, whether it for the actual products or the way customers interact with the brand. The Valley calls it pivoting. We call it digital transformation. Put simply, […]

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Why multitasking is the enemy of active listening

The Takeaway: While it’s tempting to multitask, agents struggle to have authentic interactions with customers. Active listening is a useful tool to improve engaging with customers. Sometimes it feels impossible to not multitask within a given workday. When on the phone with a customer, agents are responsible for juggling the incoming information that a customer […]

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Voice of the Customer: It’s NOT About You!

What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met.   This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of.   Unfortunately, organizations run a high risk of […]

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4 Suggestions to Help Prepare for the Millennial Tsunami

Here come the Millennials, also known as Next Gen and the Baby-On-board Generation. Regardless what call you them they are nearly 98 million young adults born between 1980 and 2000 and by 2020 they will represent nearly 50% of the workforce.   Millennials are quite different then any generation before them. They view the world […]

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Study: Top Retailers Waste Time with Flawed Surveys

It seems that we’re asked to take a customer satisfaction survey with nearly every purchase. But do you ever wonder…do they really care what I have to say?   Our 2016 Customer Listening Study, the first of its kind, evaluated the customer satisfaction surveys of 51 top US retailers. The main finding: retailers like Lowe’s […]

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5 Tips for Boosting Employee Engagement During the Holiday Period!

The holiday season can be really stressful and that only increases the challenge of keeping your employees engaged at work, here are a few reasons why employees may be stressed:   1. Companies push their employees harder to meet year-end goals, yet often fail to give them adequate recognition.   2. Kids are out of […]

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“The only way to do great work is to love what you do.” Steve Jobs

FidoTrack’s first blog in Engagement Optimization revolves around a simple employee emotion but one that is incredibly absent in today’s workplace; happiness. One can argue about the reasons why it is important or why it is missing, however what is ultimately an undisputable net result of employee unhappiness is disengaged employees.   So why should […]

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3 Ways to Get More from Your Mystery Shops

At conferences, I’m often asked about mystery shopping, and it got me thinking: there are a lot of misunderstandings about what mystery shopping can and can’t do.   Some see mystery shopping as a simple check-in; others see it as too artificial for an accurate customer service evaluation. Many executives assume they get the same […]

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Is Your Customer Engagement Ready For the Internet of Things?

The Takeaway: The IoT is fast approaching, and you need to adjust and adapt your customer engagement strategies and resources accordingly. The Internet of Things is one of the most exciting technological developments to emerge in recent years. As the IoT picks up steam, it will inevitably have a huge impact on companies in virtually […]

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A Really BIG Customer Satisfaction Survey No-No

Our company recently began working with a website optimization service. As the introductory phone call drew to a close, our new account manager asked me to take a customer satisfaction survey—and told me, “That’s how I get paid.”   This was useless, awkward, and inappropriate. It showed that what I had to say didn’t really […]

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Customer Experience: Use The Right Metrics

If you’re not achieving your goals for the customer experience, you’re probably not measuring at the correct level; learn what that level is.   Goals: Companies want to give and get value through the customer experience—what are your goals? To deliver proactive customer service? Reduce customer support calls? Increase customer loyalty? Sell more through each […]

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