SMG CX
MAY 14, 2020
As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like.
IntouchInsight
MAY 13, 2020
Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes.
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C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?
Integrity Solutions
MAY 13, 2020
What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home.
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.
GetFeedback
MAY 13, 2020
The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
MAY 11, 2020
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.
Steve DiGioia
MAY 11, 2020
I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?
GetFeedback
MAY 10, 2020
Establish these five committees to properly structure and govern a cross-functional CX program.
Lumoa
MAY 11, 2020
As the business world changes at a rapid pace, companies must adapt to stay ahead of the competition. This shows the importance of a superior customer experience, as it not only drives revenue but also builds emotional connections with the brand. 83% of millennials and 85% of business buyers consider this a key factor in their purchasing decisions. In fact, more than half of customers have a strong emotional attachment to the businesses they regularly purchase from.
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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.
Kerry Bodine
MAY 15, 2020
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic, my general advice for when organizations needed to update their journey maps went something like this: Think about this activity like you think about servicing your car.
Customer Bliss
MAY 12, 2020
During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast! I was honored to bring to you, our audience, a live conversation with the incredible Seth Godin , leadership guide for the ages, influential writer, and author of 19 books, for a candid conversation about what
GetFeedback
MAY 10, 2020
GetFeedback has partnered with Salesforce on a new trail to help Salesforce employees guide customers on building a best-in-class customer experience (CX) program.
NICE inContact
MAY 14, 2020
Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
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Experience Matters
MAY 13, 2020
Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage employee experiences in a manner that results in engaged employees. In the XM Institute’s recent best practices report, Three Shifts for Employee Experience Success, I highlighted three ways companies should be adapting their mindsets and actions when it comes to delivering experiences that raise emp
BlueOcean
MAY 11, 2020
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Listen to the audio or read the article. Three months later – May, 2020.
Beyond Philosophy
MAY 14, 2020
Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.
NICE inContact
MAY 13, 2020
As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.
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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?
Experience Matters
MAY 11, 2020
Over the last few years, it’s been great to see a rising number of HR professionals focusing on Employee Experience (EX) and driving more engaged, high-performing workforces. This has only enhanced my belief that EX represents a critical opportunity for the entire HR profession to increase its value. By definition, EX is the collection of experiences and interactions that employees have with their employers.
BlueOcean
MAY 11, 2020
It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty. Three months later – May, 2020. Place: Your living room couch. Situation: With the initial frantic scramble to transition operations to work-at-home followed by months of adjustments, you’ve almost forgotten you even star
ReviewTrackers
MAY 11, 2020
Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.
NICE inContact
MAY 11, 2020
At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting.
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.
Calabrio
MAY 12, 2020
I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. If only one lesson sticks with me (but believe me, there are going to be lots of lessons that I hold on to) it will be that we cannot get through this type of global change alone.
ShepHyken
MAY 13, 2020
I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.
Beyond Philosophy
MAY 9, 2020
General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience. If you enrich your experience with these principles, which include things like learning to genuinely like other people and encouraging a favorable environment for reciprocity by your sincere generosity, you can benefit your bottom l
NICE inContact
MAY 14, 2020
Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved.
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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,
TechSee
MAY 12, 2020
Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees. The increasing demand for rapid, high-quality service coupled with an aging and shrinking pool of experienced technicians has further entrenched the practice of outsourcing in the field service industry.
Win the Customer
MAY 12, 2020
O utsourcing call center activities to a third party vendor lets you expand your service capabilities to more customers on to deliver exceptional experiences on behalf of your brand name. Let’s say you facing a customer on epoch for summarizing the list of benefits gathered from the business on the days go. In such a business, it is quite a daunting task to match up the level of requirement as per the customer’s expectations.
ReviewTrackers
MAY 15, 2020
Your organization’s ability to build a strong employer brand is a major growth driver. But it takes more than posting job openings on LinkedIn or designing a fancy Careers page to create a brand that resonates with job seekers. To understand what it takes to attract the best possible talent, let’s take a look at some employer branding stats that every employer and HR executive must know.
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