Retently
DECEMBER 4, 2019
Detractors are kind of a “taboo” topic in the business world – nobody really likes talking or thinking about upset customers. But those customers are actually vital for business development and this quote should sum up just how important they really are: “The brand is no longer what we tell the customer it is – it is what the customers tell each other it is.”- Scott Cook.
ijgolding
DECEMBER 4, 2019
Quality is the key pillar of excellence – one of the vital components enabling success in Customer Experience. Often, when we think about Quality, we instantly dive into something objective. Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . This is validated by all standard business definitions of Quality: ‘ Quality is the extent to which a product or service meets a customer’s expectation.
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InMoment XI
DECEMBER 3, 2019
The Beginning of Customer Relationship Management It was the 80’s. Hair was big, rock was loud, and something funky and new was being born. It was called Customer Relationship Management (CRM) and it was freakin rad. Rather than waiting for customers to come you, you could get them to come to you. Moreover, with these. View Article.
Experience Investigators by 360Connext
DECEMBER 3, 2019
The goal of learning in any workplace is to be, well, better. Better at serving customers. Better at increasing efficiency. Better at employee development. Better at staying ahead of the competition. All of that is achievable with the options in learning today, but how often are we really taking advantage of it? The learning paths for everyone should include an overall outcome from the start.
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.
Team Support
DECEMBER 6, 2019
As we look forward into the next decade, let's first reflect back to the previous one and the impact it had on customer support. The 2010's was a decade driven by the emergence and evolution of mobile technology, making it easier to communicate than ever before. It also launched "big data" into the mainstream, and support teams had more information about their customers than ever before.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 3, 2019
Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now. Agent: Thanks for your patience. I’m just locating the right section. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support.
NICE inContact
DECEMBER 3, 2019
You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer? How do you tie it to financial gains or operational improvements to get a proven ROI?
Customers That Stick
DECEMBER 3, 2019
It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their
Totango
DECEMBER 5, 2019
Your business is successful because you deliver value to customers. Their growth supports your growth, and advocating for them with help you both be successful. Customer advocacy is the art of learning what customers need and working to help them gain the value that is in their best interest. This could mean introducing them to the features that will help them achieve their business goals, offering expansion opportunities, and more.
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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.
Beyond Philosophy
DECEMBER 6, 2019
When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.
NICE inContact
DECEMBER 2, 2019
Optimization is one of those buzzy words that gets thrown around a lot in the contact center industry. According to the all-knowing Merriam-Webster, optimization is the “act, process, or methodology of making something as fully perfect, functional, or effective as possible.” So to state the obvious – workforce optimization from a software perspective are those solutions that directly improve and upscale the productivity, efficiency and quality output of your agents.
ShepHyken
DECEMBER 6, 2019
This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. Unfamiliar with the concept of waiting, customers want their problems solved now with minimum effort from their side. They don’t want to be put on hold, transferred to another support agent or requested to explain their issue over and over again.
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience.
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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.
Lithium
DECEMBER 5, 2019
Psychological principles are giving brands important behavioural insight which, when used correctly, can help drive great customer engagement. At a time when customers are demanding more from the brands they engage with, and the sheer amount of content on social and digital channels is increasing, brands need to find ways to cut through this noise to deliver the experience their customers are asking for.
Topdown
DECEMBER 2, 2019
If customer communication management , or CCM, is the buzzword you’ve been hearing around the office, there’s a reason for all the hype. CCM software is something that businesses of all sizes would do well to adopt.
GetFeedback
DECEMBER 2, 2019
What if the return on your investment is even beyond what you were hoping? Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. And understanding, leveraging and acting on CSAT scores can absolutely help you get there. First things first. It costs five times more to sell to a new customer than to sell to a happy one.
Russel Lolacher
DECEMBER 4, 2019
Even when travelling to the most beautiful, exotic destinations, an airline can make, or break your experience. As the first and last chapter in your book of adventure, they have the power to change the narrative. Stay tuned for a story of changed plans, Airline impacts and new opportunities. This is the Customer Experience Storytime tale of…. Have Wine, Might Travel.
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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?
ShepHyken
DECEMBER 4, 2019
The other day I went out to breakfast with some friends. There were eight of us, so we needed two tables pushed together. The restaurant was crowded. The hostess pointed to a table and said when that party got up, we could have their table and the table next to them, which was empty. It looked like they were almost finished with their breakfast, but we had no idea how long that might be.
Strikedeck
DECEMBER 3, 2019
Vincent Manlapaz, in an interview with Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure grow and manage expectations and opportunities across the entire organization.
InMoment XI
DECEMBER 5, 2019
No Longer Your Dad’s Work Environment Today’s workforce is more diverse than ever. Multiple generations often work together side-by-side. This blog provides insight into the generational differences in workplace values, differences in their engagement levels, and some of the practices that companies are using to improve engagement. MaritzCX leverages decades of research experience to help organizations.
Alida
DECEMBER 3, 2019
Over the past 15+ years of working for software companies of all sizes and serving many different markets, I’ve noticed a few constants. A basic observation that really shouldn’t be rocket science is that if you aren’t in business to make your customers’ lives easier, then you should probably find another business that isn’t dependent on customers. Oh wait, aren’t all businesses dependent on customers?
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
NICE inContact
DECEMBER 5, 2019
Agents are the most critical resource in a contact center and yet the hardest to retain as evident with high attrition rates. As per the NICE inContact ICMI survey 25% of agents left the company in the past 12 months; 20% of agents left the contact center but stayed within the company; and 18% of agents changed positions in the contact center. Investing in AX has risen as one of the top priorities contact center leaders are undertaking to engage, motivate and most importantly retain agents.
GetFeedback
DECEMBER 2, 2019
Here is how to optimize your CSAT score to gain the most value. .
Beyond Philosophy
DECEMBER 6, 2019
Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers. It works like this: First, there is a base number established either by the individual or an outside influence.
Wired and Dangerous
DECEMBER 2, 2019
We live our lives on promises. From the time a child can grasp the concept of “cross my heart and hope to die,” there is a forever realization that anxiety can only be reduced through proof of trust while waiting for a promise to be kept. From “Scout’s honor” to “I do” to “the whole truth and nothing but the truth,” we seek cues that allay our worries.
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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,
NICE inContact
DECEMBER 4, 2019
E-commerce printing company Digital Room had been using different vendors for voice, email and chat. From downtime to sub-optimal scheduling to the lack of a unified picture of performance, the fragmented system presented a growing array of issues that eventually caused the company to re-think its options.
InnerTrends
DECEMBER 2, 2019
Should you encourage people to sign up right away, or is a considered signup better? How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The Fast Signup. The fast signup presents your visitor with the option to sign up for your product or service as soon as they land on your website.
Kustomer
DECEMBER 5, 2019
Yesterday, we announced our $60M Series E funding round led by Coatue. I wanted to take a few minutes and talk about reimagining customer service and the future of Kustomer. I’ve always been passionate about great customer experiences. I live it everyday in my personal life when buying from companies that make it easy to do business with them and I’ve founded three companies dedicated to changing the way businesses serve their customers.
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