Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
ShepHyken
DECEMBER 30, 2020
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.
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Sampson Lee
DECEMBER 29, 2020
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’ choices. CX industry should be renamed Customers always describe a […].
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
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.
ReviewTrackers
DECEMBER 30, 2020
Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers. This allows them to leverage reviews as a powerful form of social proof.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.
Kustomer
DECEMBER 29, 2020
I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we
DemandJump
DECEMBER 29, 2020
Content Marketing is a thriving, dynamic field that changes year over year with new opportunities, new trends, and innovative ways to use technology to reach audiences. So the short answer to the question in the title is, yes!
ShepHyken
DECEMBER 28, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.
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Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
CSM Practice
DECEMBER 29, 2020
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. .
PK
DECEMBER 28, 2020
We find ourselves at the tipping point of another industrial revolution powered not by steam and coal but by digital transformation. Digital transformation has long been a topic of discussion […]. The post Upskilling reskilling: Accelerating digital transformation post-pandemic appeared first on PK.
ChurnZero
DECEMBER 29, 2020
2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. (Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when descri
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Strikedeck
DECEMBER 29, 2020
Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.
DemandJump
DECEMBER 29, 2020
Digital content marketing looks a little different than your grandpa’s newspaper advertisement. Sure, traditional forms of marketing still carry their own weight, but digital content marketing is a new ballgame with a lot of opportunity. Marketers looking for content marketing tips might also be looking for advice on creating their own digital marketing content—here’s how to get started.
Centercode
DECEMBER 30, 2020
This is the time of year where many of us are looking back on the last twelve months and reflecting on what we’d like to do better. But it’s also a time when we can be grateful for the things that are already good — especially in a year marked by so much loss, change, and uncertainty. When times get tough, it tends to shine a spotlight on two big areas of your life: your support system (i.e., the people around you) and your ability to roll with the punches and get things done.
ProProfs Chat
DECEMBER 28, 2020
“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.
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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?
SurveySparrow
DECEMBER 27, 2020
The Human Resources (HR) department has undergone a lot of changes over the past few years. Starting from having to embrace a variety of new technologies and processes to following compliance laws, business conditions have been unpredictable in the year 2020. The Coronavirus pandemic hasn’t been great either for the HR departments around the world as they have had to traverse through a myriad of restrictions and respond quickly to issues.
DemandJump
DECEMBER 29, 2020
Look to 2020 as a testament of how rapidly content marketing strategy (and everything else, for that matter) can be turned on its head. We saw content take new relevancy as a vast percentage of our workforce became more reliant on web-based communication and interaction. Our language evolved , even. For content marketers, there’s a lot to take away from this year.
Oracle
DECEMBER 29, 2020
With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. We interviewed four experts for this article, and here’s what they had to say about improving CX in the new year and beyond. Do your research. To boost CX, it’s important you spend significant time and energy getting to understand your customer and their needs, says Ryan Pitylak, chief marketing officer and founder of ZenBusiness. “You need to do the research
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.
Talkdesk
DECEMBER 30, 2020
What I learned while leading a CX company during a global pandemic and what will happen next. As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner.
DemandJump
DECEMBER 28, 2020
One of the age old marketing questions is, “Is social media a type of content marketing ?” The answer is unequivocally yes. In addition to the content that’s made specifically for social media channels, there’s also an immense distribution network for all of the rest of the content you produce, from blog posts to videos.
ShepHyken
DECEMBER 29, 2020
Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.
Doing CX Right
DECEMBER 28, 2020
Have you ever been excluded from meetings that you felt deserving to be in given the discussion topics? Have there. The post Five Ways To Experience Less FOMO, In And Out Of The Workplace appeared first on Doing CX Right.
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Totango
JANUARY 1, 2021
Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. There were lots of new challenges that we all faced.During this year, we worked hard to continue to deliver a great experience and value for our customers and your users.
DemandJump
DECEMBER 29, 2020
When looking at marketing techniques, it’s easy to get swept up in all the buzz around content marketing. The real question is if the touted benefits of content marketing live up to all the hype. If you’re going to spend time developing and executing a content marketing strategy, you want to make sure that you’re not wasting your valuable time and effort.
Helen Dewdney
DECEMBER 30, 2020
Give the unwanted present a better future. Another Christmas has been and gone. Strange as it may have been for many of us, one thing is for sure: some of us received presents we didn’t really want! So, what are your rights when it comes to returning unwanted Christmas presents? It has become a little more complicated due to Covid. (What hasn’t?). 10 top tips on your rights and what to do with unwanted presents: 1) A store does not have to take back an unwanted present.
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