MyCustomer

SEPTEMBER 30, 2019

Engagement. The CX thought experiment that CEOs must conduct.

Engagement 66

Engagement 66

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. Author: Pascal Gauvrit - CTO In the run-up to N ational Customer Service Week , which begins on 7 th October, we’re sharing our thoughts and experiences on the key themes highlighted during this celebration of the importance of the industry.

Self Service 76

Self Service Knowledge Base Insurance Social Media 76

CSM Magazine

SEPTEMBER 29, 2019

Internal customers are organizational or contracted employees to whom you provide information, products and services. They rely on you to give good service. Unfortunately, many employees fail to realize the importance of developing powerful strategies for building and maintaining strong internal customer relationships. That is too bad because internal customers are just as important as those outside the organization.Still, some employees fail to realize that everyone in the organization is a cus

Customer relationships 65

Customer relationships Strategy Customers Customer Service 65

Strikedeck

OCTOBER 1, 2019

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Customer Success 71

Customer Success Measurement Engagement Customers 71

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.

Data

ClientSuccess

SEPTEMBER 30, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Customer Success 47

Customer Success Management Strategy Customers 47

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Many hold the title but never seem to accomplish the task. Some tout the certification letters after their name but can’t put their knowledge to use. Others, sadly, haven’t a clue and chase away more customers than they help.

Customer Service 222

Customer Service Self Service Customers Meeting 222

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Tips 296

Tips Culture Exercises Feedback 296

InMoment XI

OCTOBER 2, 2019

This article about MaritzCX was originally published by hrdaily.com.au Shortening the Time to Respond to Feedback Despite an already high engagement score, a national employer has overhauled its engagement survey process to shorten the time it takes between receiving and responding to feedback. In effort to connect and compare employee engagement data with data on.

Feedback 200

Feedback Survey Effort Score Employee Engagement 200

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. The offers of constant innovation and novelty have made us all more impatient and critical. Today we want things better, faster and sometimes cheaper as well. And customer satisfaction is becoming insufficient to drive growth alone. Companies need to deliver more, a lot more!

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

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Customers

CloudCherry

OCTOBER 1, 2019

Hey, we’re only human. And, when it comes to Customer Experience in Marketing- as in all things- we want people to remember that. “It’s simple. When we talk about humanizing the experience, it doesn’t matter what your discipline is. If it’s marketing, if it’s contact center…If you have a customer experience title, it all boils down to treating the customer the way we want to be treated.” – Wise words indeed, and the first of many shared by Becky Roemen – Sr CX Consultant at TTEC Digi

Customer Experience 150

Customer Experience Marketing Contact Center Loyalty 150

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Tips 182

Tips Culture Exercises Feedback 182

InMoment XI

OCTOBER 1, 2019

Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer.

Customer Experience 200

Customer Experience Company Customers 200

Alida

SEPTEMBER 30, 2019

On September 24, over 100 insights, marketing, product and CX professionals gathered in New York to discuss the current state of customer insights, data privacy and trust and transparency.

Customer Insights 169

Customer Insights Brands Customers Data 169

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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.

Communication

NICE inContact

OCTOBER 2, 2019

The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text , organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

CX Accelerator

OCTOBER 3, 2019

The first days and weeks are so critical when it comes to employee engagement and helping the employees buy in to the mission of their new company. Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues.

Tips 182

Tips Culture Exercises Feedback 182

InMoment XI

OCTOBER 1, 2019

Celebrating CX Day 2019 Today is CX day, in which we globally celebrate companies and professionals that create great experiences for their customers and employees. As companies and professionals, this is a day when we can reflect on the various customer experience milestones that have been achieved this year, and rededicate ourselves to our customer.

Customer Experience 200

Customer Experience Company Customers 200

BlueOcean

SEPTEMBER 30, 2019

Business is booming? Great! There’s nothing we love more than a good growth story. Your revenue is skyrocketing, which usually means your customers are buying more and you’re gaining more customers. Of course, growth spurts often go hand-in-hand with growing pains. Have you also noticed more customers calling or messaging with questions and concerns?

Contact Center 149

Contact Center How To Self Service Omni-Channel 149

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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?

Customer Experience

GetFeedback

SEPTEMBER 30, 2019

Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience.

Customer Experience 150

Customer Experience Customer Satisfaction Measurement Customers 150

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. Some turnover must always be expected – that’s the nature of competition, after all – but a high churn rate due to substandard customer service is unacceptable, and often entirely avoidable.

Survey 164

Survey Customer Service Social Media Telecommunications 164

InMoment XI

SEPTEMBER 30, 2019

Recently more and more of our clients are considering adding a significant reward component to their customer experience (CX) programs. This may take place by directly rewarding CX outcomes, or by adding them to an existing reward-based incentive program. Many automotive manufacturers have been using CX outcomes in their reward-based incentive programs for decades.

Automotive 200

Automotive Customer Experience Customers 200

NICE inContact

OCTOBER 4, 2019

There probably isn’t a more common KPI in customer service than First Response Time (FRT). I’ve asked many people, and even myself, whether FRT is still important in today’s world of mobile customers. The answer is yes, FRT is important. But it is not the end-all of customer service metrics. Let me tell you why, but before that, have a look at what I mean by “Mobile” in this context.

Airlines 138

Airlines Social Media Travel Metrics 138

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Customer Bliss

OCTOBER 3, 2019

How does the diversity of your team affect their output and synergy? In today’s episode, I chat with Leslie McNamara , who is the Chief Marketing Officer and Managing Director in workforce development at Citi Retail Services. In her role, Leslie merges workforce development with marketing, working directly with retailers. Leslie’s work involves partnering with stores that have chosen Citi as their private label and/or co-brand card provider.

Culture 147

Culture Customer Experience Retail Resources 147

GetFeedback

OCTOBER 4, 2019

How to use survey data collection to optimize your customer experience (CX) across all departments within your organization.

Survey 150

Survey Data Customer Experience How To 150

Experience Investigators by 360Connext

OCTOBER 1, 2019

Happy CX Day 2019! Customer experience professionals, enthusiasts and change agents around the world are celebrating today. CX Day is all about celebrating our success, learning from our amazing community, and looking to the future of customer experience. If you haven’t already, get your CX Day started with a global good morning from some friends around the globe!

Case Study 137

Case Study Customer Centricity Culture B2B 137

NICE inContact

SEPTEMBER 30, 2019

Business in 2019 looks dramatically different than it did 30 years ago. One of the most significant advancements has been the explosion of remote work opportunities. Hiring remote workers can be a competitive advantage for companies, especially contact centers. But there are a lot of misconceptions about remote workers and how they impact a contact center’s productivity and culture.

Contact Center 136

Contact Center Gamification Call Center Competitive Advantage 136

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Tips

Customer Bliss

OCTOBER 2, 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. The following is a lightly edited transcript of the video below. Today, I want to talk about the evolution of your role, from where you are inside the company to a chief experience officer, or a chief customer officer.

Chief Customer Officer 126

Chief Customer Officer Video Leadership Course 126

ShepHyken

OCTOBER 2, 2019

A friend of mine recently told me about their bad experience at a restaurant. The server was very nice and extremely apologetic about the problems that happened throughout the evening—but there were still problems. The food took a long time to get to the table. When it got there, it wasn’t prepared properly. On the next attempt, the food came out uncooked.

Customer Service Training 127

Customer Service Training Meeting Customer Experience Training 127

Comm100

OCTOBER 1, 2019

“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll show you how AI chatbots are being used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone who’s gotten their hands dirty implementing AI chatbot solutions that provide value to businesses, as well as their customers.

Chatbots 100

Chatbots Trends Connections Marketing 100