Richard Marcia

823 Flips | 7 Magazines | 1 Like | 9 Following | 16 Followers | @richmarcia | Father husband marketer geek

The 4 Quality Questions You Need to Measure Customer Experience

If there’s one call center metric that destroys the quality of the customer experience, it’s the call time report.<p>I can’t think of another report, …

5 Effective Customer Service Tools Your Small Business Should Be Using

Customer experience refers to the perception a customer has about their interactions with a given company. These interactions can be direct or …

7 Tips to Better Voice Search Optimization

The widespread emergence of smart voice assistants like Amazon Echo aren’t just giving us our daily news and weather updates, they’re changing the …

A $600 Billion Employee Engagement Problem Solved: Empathy

Today’s workforce is experiencing everything from an alarming skilled labor shortage to an increasing lack of employee engagement that concerns every business – no matter if you’re a startup or a Fortune 100 company. Gallup research shows that the average U.S. employee is not only unengaged at …

Employee Engagement

The sudden death of the website

You may not know me or even my company, LivePerson, but you’ve certainly used my invention. In 1995, I came up with the technology for those chat windows that pop up on websites. Today, more than 18,000 companies around the world, including big-name brands like T-Mobile, American Express, Citibank …

What dogs teach us about customer service

The other night my dog Buster got stuck under the bed. He’s a largish hound mix with a barrel chest. He should not fit within the five inches of …

Pets

10 Customer Experience Implementations Of Artificial Intelligence

The future of customer experience is artificial intelligence. Artificial intelligence is popping up everywhere and changing how customers interact with brands. In fact, by 2025, an estimated 95% of customer interactions will be supported by AI technology.<p>From chatbots to automation, artificial …

Artificial Intelligence

How 2,000+ random coffee dates changed our company culture

My company has been trying something we call #randomcoffee. Employees from different departments are matched up — blind-date style — to get to know …

Employment

What Google doesn’t want you to know: Voice search is taking over display search, while Assistant…

Last year, Google announced and Hitwise estimated that around 58% of all Google searches were mobile, and more than 20% of mobile searches were via …

Resetting the bar for customer experience

<i>Presented by LogMeIn</i><p>We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, …

Customer Experience

20+ Blogging, Video, and Podcasting Predictions for 2018 From the Pros

Are you interested in learning where video, blogging, and podcasting are heading in 2018? To find out what to watch for in the coming year, we …

Marketing

5 Steps To A Better Customer Experience

Every brand is already offering their customers an experience through the things they do for their customer, to their customer and the resulting …

How Crayola Crayons Gave Its Century-Old Product Renewed Relevance in the Age of iPads

As global executive creative director of design firm Jones Knowles Ritchie, Tosh Hall has one of the most coveted design jobs in the world. But …

Virtual Observer wins Award for Workforce Optimization

Coordinated Systems, Inc. is pleased to announce it has received Saddletree Research’s Kachina Award™ for its Achievement in Workforce Optimization …

Is Your Thanksgiving More 'Norman Rockwell' Or 'Game Of Thrones'?

Even before you start picking at the turkey or swilling the early afternoon Beaujolais, you might be feeling a bit full of Thanksgiving. It's the run up, which we are now in the midst of. As the calendar ticks down to turkey day, we're being stuffed with advice, product promos and tips to "master" …

Game of Thrones

5 Ways Amazon Has Changed Customer Experience Forever

<i>If you don’t like</i> change, your going to <i>like</i> irrelevance <i>even less.</i><p>If you’re looking for an example of the customer experience revolution, Amazon has …

Customer Experience

The Three Golden Rules of Customer Experience: Is It Part of Your Strategy?

In today’s choice rich, time poor, fast paced digital era we are on stage 24/7/365, and we do not get a second chance at the first impression. As …

Salesforce goes Kanban in the call center

For those unfamiliar with the term, Kanban refers to a methodology pioneered at Toyota that influenced the development of just-in-time inventory …

The ROI of Great Customer Service #infographic

Bad customer service doesn’t just leave customers with a negative impression of your brand, it can severely impact your bottom line. In fact, 55% of …

What you should know about AI

Daniel Huttenlocher Contributor<p>Daniel Huttenlocher is the founding dean and vice provost of Cornell Tech, the new graduate campus for the digital age in New York City. A leading researcher in computer vision, he co-led the Cornell team that created one of the first fully autonomous automobiles in …

Game of Thrones Revisited! Field Workforce Optimization Wins it this Winter!

What a world! No matter which side of the political, economic, or environmental side your opinion leans, the world has changed a lot since Game of …

4 Ways to Improve Pinterest Engagement for Better Traffic Generation

Boasting over 175 million active users, Pinterest offers a great opportunity to drive visitors to your website, capture new leads, and grow brand …

Infographics

How to Write White Papers People Actually Want to Read (Template)

What’s the first thing that enters your mind when you hear “white paper”? If you’ve never written one before (or work at Dunder Mifflin), you might …

Innovation Lessons From The World's First Customer Experience Pioneer -- Infograph

One of the biggest heroes of modern customer experience likely isn’t someone you’ve heard of before, but the rags to riches tale of Harry Selfridge is as educational as it is fascinating. Harry’s approach to customer experience pushed the envelope of the day but created many of our modern practices …

Customer Experience

The ‘secret weapon’ fueling the Royals’ surge: A clubhouse espresso machine

On most days at Kauffman Stadium, Peter Moylan leaves his locker in the home clubhouse in the late afternoon and escapes to an adjacent kitchen, …

Namaste, Customer Engagement

I recently started practicing yoga to help in my recovery from back surgery. What I love about yoga is that there are foundational poses that meet …

All 213 Beatles Songs, Ranked From Worst to Best

At Beatles anniversary time, the stories write themselves. “It was 25/30/40 years ago today!” “The act you’ve known for all these years!” “A splendid …

Guitar

Finding Lifetime Customers in the Lost & Found

Have you ever lost something on an airplane and tried calling the airline or airport lost and found?<p>I think that <b>the lost and found at airports and</b> …

Salesforce's Dream: A Customer Experience That's Totally Connected

A few years ago when I wanted a new mobile phone, I researched it on the web, rang my mobile service provider’s call center, placed my order and was invited to pick up the device at a local store.<p>The operative gave me the shop’s address and the name of its manager. He also messaged the shop manager …

Customer Experience