Advantage Communications
JUNE 12, 2019
If your business has decided to engage with an outsourced call center to implement a new customer support strategy, your first step will be deciding whether to use an offshore, onshore or nearshore call center.
GetFeedback
JUNE 12, 2019
When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family. Some moments are more important than others–but how do we know which points to focus on?
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Ann Michaels and Associates
JUNE 12, 2019
GetFeedback
JUNE 12, 2019
I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
NICE inContact
JUNE 12, 2019
More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a first-contact resolution.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
GetFeedback
JUNE 12, 2019
Customer experience (CX) vs. user experience (UX) vs. user interface (UI): differences, similiaries, and how they go hand in hand.
CX Journey
JUNE 12, 2019
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.
Eptica
JUNE 12, 2019
Date: Wednesday, June 12, 2019 Author: Guest author: Annette Franz 11 Tips to Ensure You Achieve ROI from Your VoC Program. Published on: June 12, 2019. Author: Guest author: Annette Franz Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
ShepHyken
JUNE 12, 2019
In the world of boxing, the fighter must have the ability to take a punch. They have to endure or ignore the pain. They get used it. It hardly bothers them. It’s part of the job. But what does this have to do with customer service? I recently had the honor of working with Francisco Partners , a private equity firm. They invited me to address the leadership team of the companies they’ve invested in about customer service and experience.
CX Journey
JUNE 12, 2019
In today's post, I reveal the secret sauce for journey mapping success. Are you ready? There's a lot of bad press out there about journey mapping. And there's a lot of bad journey mapping (or what people think is journey mapping ). A few months ago, I shared my six-step journey mapping process. Remember, journey mapping isn't just a tool, it's also a process.
Influitive
JUNE 12, 2019
Tell me if this sounds familiar: You get a request for a reference, guest speaker, or success story. You scan your list, realize it’s incomplete, and jog over to your customer success team to ask, “Hey, know anyone who’d be a great fit?” If that’s you, you’re limiting the quality and diversity of your advocates, The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.
Ecrion
JUNE 12, 2019
Digitizing the insurance industry has been a struggle since the dawn of the Internet. In many ways, the industry is still tied to its 20th Century ways with the agent taking lead and filing cabinets weighing down the landscape of every branch office in America. In the following article, we’re going to look at some of the challenges and solutions to this.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
MyCustomer
JUNE 12, 2019
Engagement. Can businesses really influence customer emotion?
Helen Dewdney
JUNE 12, 2019
The end of the spin cycle? Today (12 June 2019) The Consumer Minister, Kelly Tolhurst, announced that the Government intends to serve Whirlpool with a full recall notice for all tumble dryers that are at risk of fire. She told the House of Commons that “consumer safety is a priority for the Government”. History would say otherwise, in my opinion. This decision comes after many years of fire outbreaks caused by faulty Whirlpool products and continual efforts by consumer organisations and individu
Influitive
JUNE 12, 2019
The post How SAP Concur’s Ellie Wu Attracts Enthusiastic Brand Champions From Day One appeared first on Influitive.
Happy or Not
JUNE 12, 2019
Are Your Customers Delighted? Would They Give You a Second Chance? The following is based on a May 2019 interview with Kirsti Laasio, Chief Customer Experience Officer at HappyOrNot’s […] The post HappyOrNot CX360 Leader Insights: Part 1 appeared first on HappyOrNot.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
NetBase
JUNE 12, 2019
Though the approach has changed, advertising is still a big part of how brands use Twitter – and the social analytics found there. To that end, Twitter offers built-in analytics to help brands understand their audiences – but AI Analytics can supplement that data for even more precise audience targeting, with the ability to discover, segment, track and measure.
Oracle
JUNE 12, 2019
SmarterCX.com is proud to highlight women in technology who are driving innovation, creating the next generation of customer experience, and inspiring future leaders. We met with Alyssa Johnson, VP of Applications for Keste, who reflects on her career path while offering advice to those interested in a career in technology. Watch our interview with Alyssa and read the transcript below.
The DiJulius Group
JUNE 12, 2019
The World At Your Service Celebrity Cruises’ service vision statement is “The World At Your Service.” Given that philosophy, it is no surprise that they have been selected as “Best Premium Cruise Line.” However, Celebrity, a client of The DiJulius Group, understands that the employees must experience world-class service on the inside first, long before.
Talkdesk
JUNE 12, 2019
I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer. Yet, despite the physical change from cabinets with locks to folders one can make private, it remains certain that they must be stored properly and securely.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Team HGS
JUNE 12, 2019
Engaged + Inspired Employees = Better Client, Customer Outcomes. By Scott Yates, General Manager, HGS. We’ve all heard by now about the customer service revolution. In my nearly 15 years on the front lines of CX delivery, I've seen the dramatic change in customer expectations firsthand. As HGS General Manager, I’m leading the care delivery that is measured only by whether we exceed those expectations.
Help Scout
JUNE 12, 2019
I won’t tell you not to deliver a steak to an airport or spend 11 hours on the phone with a single customer. Those are real stories, but they’re also more about marketing than about service. Customer service is what happens to all the other people hanging on the phone while that one customer is chatting away. When businesses set up well-designed systems, they can deliver customer support that’s high quality, repeatable and scalable.
Confirmit
JUNE 12, 2019
I read recently an interesting report from Corporate Research Forum (CRF) headlined Harnessing the HR Technology Revolution. Even though the findings and conclusions in the report mainly refer to technology used by HR more broadly, such as HR, Talent and Workforce Management systems, it is astonishing how well they fit into the context of employee research too.
Gravy Analytics
JUNE 12, 2019
Food & Wine Classic in Aspen. Aspen, CO | June 14 – 16, 2019. Each summer, the world’s top chefs and sommeliers gather in Aspen, Colorado to kick off the season with the world’s premier food and wine exhibition. The Food & Wine Classic is just one of the millions of events that Gravy analyzes each month to deliver its real-world consumer intelligence.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Hello Customer
JUNE 12, 2019
In the second part of this episode, Leslie explains more about how customer experience can be further accelerated by not just focusing on the frontline. First, the back office also needs KPIs that relate to the customer and other aspects it has an impact on. Next, feedback about quality, prices and delivery should reach the back-end teams. Lastly, instead of calling them back-office departments, let's call them frontline supporting teams.
Forrester's Customer Insights
JUNE 12, 2019
Following in Hong Kong’s footsteps, Singapore’s regulator – Monetary Authority of Singapore (MAS) – has confirmed that it is currently studying the possibility of issuing digital-only banking licenses to organizations with a “non-bank” parentage, which was first reported on May 7th, 2019 by various news outlets. What makes this news interesting is that it essentially […].
Qualtrics
JUNE 12, 2019
In 2006, Blake Mycoskie witnessed the hardships children without shoes had in Argentina, and developed Tom’s shoes , a company that gives one pair of shoes to a child in need for every pair sold. You’ve most likely heard about this brand and their mission. Since the company’s conception, they’ve given away 60 million pairs of shoes in 70 countries. They’re a leader in corporate responsibility and have inspired other companies to create products with similar business models.
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