C3Centricity

JULY 20, 2020

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer!

Innovation 194

Innovation Leadership How To Marketing 194

Experience Investigators by 360Connext

JULY 21, 2020

Customer Experience 232

Customer Experience Customers 232

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 208

Retail Customers Customer Success Engagement 208

Kerry Bodine

JULY 21, 2020

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away.

Customer Experience 177

Customer Experience Conference Course Training 177

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

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

Team Support

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Report 98

Beyond Philosophy

JULY 18, 2020

The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. This episode of The Intuitive Customer is a conversation with Bikram Ghosh, associate professor of marketing at the Eller College of Management at the University of Arizona, Tucson about AI in business today and what is possible for your business processes.

Groups 114

Groups Social Media Analysis Study 114

inmoment

JULY 22, 2020

Customer retention lies at the heart of everything from customer experience (CX) strategies to contact center tactics. Additionally, retaining and recovering existing customers is far more cost-effective for a brand than focusing solely on acquiring new business. Faced with these and other reasons, most brands see the importance of customer recovery and work hard to turn negative experiences into positive ones.

Strategy 52

Strategy Social Media Customer Retention Contact Center 52

GetFeedback

JULY 19, 2020

Three ways for CX and Product teams to work better together in optimizing the customer experience.

Customer Experience 432

Customer Experience Customers 432

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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.

Customers

Steve DiGioia

JULY 23, 2020

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds). One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line.

Customer Care 195

Customer Care Tips Poor Customer Service Customers 195

Kerry Bodine

JULY 20, 2020

This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.

Tips 177

Tips Airlines Course Examples 177

NICE inContact

JULY 23, 2020

Challenging times can present opportunities to reassess. Even as they preserve cash and scale back, SMBs need to double down on customer service and the customer experience. Call center software can be a key driver—and a bridge to the other side of the crisis.

Call Center 176

Call Center Software Customer Experience Tools 176

Storyminers

JULY 20, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

Customer Experience 179

Customer Experience Consulting Customers Brands 179

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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

GetFeedback

JULY 21, 2020

Learn more about how to prioritize features for your product roadmap using these surveys from GetFeedback.

Roadmap 195

Roadmap Survey How To 195

Alida

JULY 23, 2020

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 130

Retail Customers Customer Success Engagement 130

NICE inContact

JULY 21, 2020

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital cha

Omni-Channel 160

Omni-Channel Trends Groups Consumers 160

ShepHyken

JULY 22, 2020

These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy. They should want to make you happy. Just a couple days later I saw this idea in action, but with a twist.

Poor Customer Service 161

Poor Customer Service Customer Service Training Software Sales 161

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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

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Employee Engagement 195

Employee Engagement Survey Engagement How To 195

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed. A rep may promise a customer next-day service but then field service cannot provide a technician.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

NICE inContact

JULY 20, 2020

If you're a call center looking for software, you have a lot of options to choose from. Similar to cars, call center software packages range from low-cost, low-feature options to platforms with a lot of bells and whistles and a high price tag to match. But, unlike fancy cars, which are often vanity purchases, software decisions are normally driven by requirements and budget.

Call Center 156

Call Center Software Contact Center Trends 156

Vanilla Forums

JULY 24, 2020

While most Community Professionals may think that coming up with what KPIs should be measured is a difficult task, I’ve actually seen more failure in how the KPI measurement is executed and how the data is reported.

Data 122

Data Tools Analytics Measurement 122

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

GetFeedback

JULY 21, 2020

Learn everything you need to know about effectively deploying an employee engagement survey.

Employee Engagement 195

Employee Engagement Survey Engagement How To 195

Second to None

JULY 22, 2020

Overwhelming customer volume, lingering out-of-stocks, and having to adjust to in-store social distancing practices for the sake of employees and customers. It comes as no surprise that contactless ordering and pickup/delivery are gaining traction. Customers are increasingly embracing the notion of not stepping foot inside their local store, which means lost opportunity for connection.

Retail 114

Retail Guidelines Consumers Wait Times 114

Wired and Dangerous

JULY 20, 2020

The opening keynote was preceded by the safety briefing for the large banquet hall attendees. It was the usual “in case of fire” cautions and instructions. It dramatically and clearly called attention to the exit signs over the doors completely invisible in an otherwise “take it for granted” perspective. The flight attendant on the airline does the same “notice the exits” speech before every flight.

Self Service 91

Self Service Airlines Training Loyalty 91

ReviewTrackers

JULY 20, 2020

Last month, Harvard Business Review published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook , Google, and Glassdoor. According to the report, reviews typically have a distribution of opinion that is “highly polarized, with many extreme positive and/or negative reviews, and few moderate opinions.”.

Hotels 97

Hotels Policies Effort Score Feedback 97

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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,

Tips

McorpCX

JULY 20, 2020

There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.

Customer Experience 102

Customer Experience Trends Marketing Customers 102

Oracle

JULY 24, 2020

Virtual gaming has created an entirely new digital marketing frontier for advertisers to engage with customers. Be they mobile games, homesteading apps, massive multiplayer online roleplaying games, or virtual reality experience, the virtual real estate associated with online worlds keeps expanding. The gaming industry, in fact, generated $120 billion of revenue in 2019, a number that looks to keep rising.

Marketing 106

Marketing Sports Advertising Gamification 106

Talkdesk

JULY 23, 2020

There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. . In my role as CEO of Talkdesk, I have the opportunity to speak with and hear from hundreds of customers and agents each year.

Innovation 99

Innovation Customer Success Customers Loyalty 99