ChurnZero
JUNE 5, 2020
Is your customer onboarding turning into a fixer-upper? The proper upkeep and continual improvement of a home (and onboarding process) are essential to maintain its value over time. When done right, it’s a worthwhile investment that substantially increases your return. Of course, you need good bones and strong foundation to build from—no aesthetic enhancements (or amount of shiplap) will remedy a weakening structure.
ProProfs Chat
JUNE 5, 2020
I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. And that’s the problem.
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Martin Hill-Wilson
JUNE 2, 2020
According to Lisa Barret Feldman and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function – to interpret what is going on and then respond: based on ongoing simulation and prediction. The result is our everyday reality. Here is her three minute explanation if you want more insight. In this context, emotion is crucial to the accuracy of that ongoing interpretation.
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.
Kerry Bodine
JUNE 1, 2020
This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Matters
JUNE 4, 2020
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.
IntouchInsight
JUNE 3, 2020
Read about the findings from the large-scale survey we conducted in early May, on changes to consumer behaviors since the inception of COVID-19. Leveraging our platform, we received over 2000 responses and identified some pretty amazing findings.
Alida
JUNE 2, 2020
The events of the past week have been difficult to process and put into words. I want to foremost express my devastation and condemn the deaths of George Floyd, Ahmaud Arbery, Breonna Taylor, Trayvon Martin and so many others who have been senselessly murdered for no other reason than the color of their skin. This is a recurring pattern, and the protests that have emerged in cities across the world further highlight this continuing racial divide.
Calabrio
JUNE 1, 2020
Over the past several weeks we’ve been hearing from a lot of you about the challenges that you’re facing due to COVID-19, especially as it relates to things like maintaining business continuity, having to rapidly deploy and manage a remote workforce, maybe adding new capabilities to address new problems, etc. For those of you that have your contact center and your Calabrio WFO solution on-premises, we understand that adjusting to these changing environments and adjusting to our new n
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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.
NICE inContact
JUNE 4, 2020
After a cancer diagnosis and undergoing treatment, A NICE inContact employee’s daughter knew she needed to work from home especially during COVID-19. She felt fortunate to have found employment with a call center after undergoing multiple rounds of treatment that resulted in a period of unemployment. Now she was worried about calling in sick or facing the alternative of going to work immuno-compromised.
Experience Matters
JUNE 3, 2020
Human beings are naturally social, and one of the fundamental ways that we build rapport and bond with other people is through conversations. Organizations can tap into our innate affinity for engaging conversations to deepen relationships with their customers by designing interactions that mirror the key elements of compelling everyday conversations.
Experience Investigators by 360Connext
JUNE 2, 2020
My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” My client proudly pointed to the dashboard.
Steve DiGioia
JUNE 4, 2020
The “ Customer Value Proposition ” is providing convincing reasons why a customer should buy a product, and also differentiate your product from competitors. The same works for our “internal customers”, our employees. The “value” one brings to their organization is not easily measured but can, and usually does, make itself known very quickly within the process.
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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.
NICE inContact
JUNE 3, 2020
Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic. Since mid-March, many small business call centers have either sent staff to work from home, worked with limited staffing at their site, or closed their doors all together.
Heart of the Customer
JUNE 4, 2020
A key outcome of our work at Heart of the Customer (HoC) – and the essence of CX as a discipline – is to create empathy. That’s how we help our clients better understand their customers. When empathy is high, organizations are more likely to serve their customers better. They invest in the right initiatives […]. The post Empathy. appeared first on Heart of the Customer.
Alida
JUNE 2, 2020
The events of the past week have been difficult to process and put into words. I want to foremost express my devastation and condemn the deaths of George Floyd, Ahmaud Arbery, Breonna Taylor, Trayvon Martin and so many others who have been senselessly murdered for no other reason than the color of their skin. This is a recurring pattern, and the protests that have emerged in cities across the world further highlight this continuing racial divide.
Horizon CX
JUNE 2, 2020
How is it that some leaders seem to instill a spark of creative energy and enthusiasm within nearly everyone around them while others seem to suck the energy out of the room the moment they enter? Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit.
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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?
NICE inContact
JUNE 3, 2020
Has the pandemic permanently changed the way people work? Specifically, are all the employees currently working from home really going back to the office? It's hard to see how. In fact, some employers have already announced permanent changes.
TechSee
JUNE 2, 2020
Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
Beyond Philosophy
MAY 30, 2020
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.
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.
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line.
Ecrion
JUNE 2, 2020
With the upgraded CCM platform, Ecrion is providing a faster, user-friendly customer communication management solution. Ecrion announced the release of the latest version of its customer communication (CCM) and customer experience (CX) platform. This release, based on a microservices architecture, also introduces a new suite of digital experience (DX) applications, designed with specific business processes in mind, including insurance claim processing, loan applications, patient onboarding, and
Wootric CX Blog
JUNE 1, 2020
Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.
kommunicate
JUNE 3, 2020
Nowadays, every business has a Facebook page, and your customers are likely to reach out to you via social media. However, most of the companies do not have a dedicated support team for social media. It creates a support overhead on your side. Therefore, it is crucial to connect your social media to your customer [.]. The post Facebook Messenger Customer Service – Integrate Social Media in Your Customer Service appeared first on Kommunicate Blog.
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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,
Cyara
JUNE 1, 2020
Social distancing. Work from home. Flatten the curve. These are terms that are now part of our everyday lives. Our new reality impacts the way we live, work, and play, and everyone is learning to adapt to the many changes we’re experiencing thanks to COVID-19.
Vanilla Forums
JUNE 3, 2020
The first thing that most members are encouraged to do when they join a new community is to check out their community guidelines. Most community managers and/ or moderators will point new members in this direction so that they get a feel for the community before they dive in. This is because community guidelines are essentially the template for how your community acts and behaves—these will (or, rather, should ) tell your members what type of conduct is acceptable and what isn't.
UJET
JUNE 3, 2020
Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.
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