Eptica
DECEMBER 18, 2019
Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. Author: Pauline Ashenden - Marketing Manager Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents.
ReviewTrackers
DECEMBER 16, 2019
Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?
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InMoment XI
DECEMBER 17, 2019
Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices. Each and every one of us now has access to the tools needed to capture and record our thoughts, feelings and opinions on. View Article.
GetFeedback
DECEMBER 16, 2019
Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.
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.
Innovative CX
DECEMBER 19, 2019
Investing in tools and technology to support your organization’s customer experience is important, necessary and often expensive. Sometimes, it’s also the first place some leaders start when they want to kick start improving their CX. Tools, along with people and processes make up the three-legged stool of customer experience. These three components work together to make it easier for customers to experience the true meaning of your brand promise.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Think Customers
DECEMBER 18, 2019
In the era of the customer, companies are adopting digital initiatives and making changes to established business models, processes, and systems to become customer-centric organizations. But when it comes to quantifying and communicating the ROI of a great customer experience to other stakeholders, CX leaders are scrambling to provide answers, finds a new report from West Monroe Partners called Quantifying the ROI of Customer Experience.
Customer Bliss
DECEMBER 16, 2019
Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now.
Upstream Works
DECEMBER 18, 2019
There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.
Steve DiGioia
DECEMBER 16, 2019
The “holidays” are everyone’s favorite time of year. Time to share a meal with great company, whether family, friends, or coworkers. It’s a happy, festive time for all. But, is it? Those working in the retail industry may have a different take on the holidays. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves.
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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.
Heart of the Customer
DECEMBER 20, 2019
To prepare for our upcoming Customer Journey Mapping Workshop in February in the Dallas/Fort worth area, I spoke to past workshop participants and now certified journey mappers to reflect on their most important learnings, now that they are six months in. Here is what they said: The ability to see our business from the patient […]. The post Why You Should Know How to Journey Map appeared first on Heart of the Customer.
PeopleMetrics
DECEMBER 16, 2019
Is your bank growing through acquisitions? If the answer yes, you know that mergers and acquisitions are never easy. Banks do their best to focus on systems, processes, employees and customers – ensuring alignment and smooth transition. But in our experience, customer experience typically takes a hit. If you are going through a merger or acquisition and measuring NPS, it's not unusual to see a 10 to 40-point dip in your scores.
ShepHyken
DECEMBER 20, 2019
This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.
Totango
DECEMBER 19, 2019
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.
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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.
Gainsight
DECEMBER 19, 2019
It’s December. For us software people, that means it’s time for three things: Holiday fun. Closing Q4 and…. Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?). What I mean by that is it’s budgeting season ! Who’s fired up? Anyone? Okay, go with me for a bit…. Thousands of customer success leaders around the world are right now in “fun” discussions with their CFOs.
ShepHyken
DECEMBER 18, 2019
Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.
Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.
Myra Golden
DECEMBER 15, 2019
My husband and I were sitting at the big boardroom table at the closing office. We’d just sold our first home, and we were now closing on our new home. We thought we were in great shape, but, something went wrong. The bank didn’t transfer the money for the purchase of our new home. I called our mortgage broker, who had handled every detail up to this point.
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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?
CSM Magazine
DECEMBER 18, 2019
Everyone who has ever held a job is familiar with burnout, but studies suggest that customer service workers are at a higher risk of experiencing symptoms of stress and exhaustion due to the intensely demanding nature of their work. Customer service burnout is thus worryingly common. Dealing with dissatisfied customers and having to mediate complicated incidents on a daily basis make customer service positions emotionally taxing.
Kitewheel
DECEMBER 18, 2019
Three predictions that will impact the customer journey in the next year. The art and science of customer journey orchestration has evolved over the past decade. The new year and new decade ahead promise to bring even more changes. Why should you care about these changes? Simple. The customer journey matters because the customer experience matters. In a world where customers are more than happy to leave a brand after one bad experience , delivering a great customer experience is table stakes.
InMoment XI
DECEMBER 20, 2019
Experts Share Best Practices for Survey Design It can be tough to set up a survey. After all, there are many factors that prevent or encourage customers to share their experiences. Our experts at MaritzCX have pinpointed the tips and best practices that will effectively guide you to be successful when building and administering surveys. View Article.
Experience Investigators by 360Connext
DECEMBER 17, 2019
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!
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.
GetFeedback
DECEMBER 16, 2019
In this article we explore five reasons why you need to collect customer feedback if you work in the food industry.
NICE inContact
DECEMBER 20, 2019
How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.
BlueOcean
DECEMBER 16, 2019
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in co
Alida
DECEMBER 19, 2019
The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market. I love working alongside our customers to drive solid outcomes, and I already feel a powerful connection with our employees, partners, and clients as we continue our transition to a leader in the customer experience management (CXM) field.
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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,
Uniphore
DECEMBER 17, 2019
Ready to add automation into your call center and not sure where to get started? With all the automation potential for today’s contact centers, we often see that password management is at the top of the list. We see this in our personal lives, and in our contact centers, as we struggle with dozens or more usernames and passwords to remember. Now imagine the headaches of working in an environment that requires an agent to maintain hundreds of logins?
NICE inContact
DECEMBER 16, 2019
Are you looking for ways to boost agent performance and improve your customers experience in 2020? As you start to plan for the new year, keeping a pulse on technology innovations and understanding what your customers want will be critical to providing an exceptional experience and staying one step ahead of the competition.
Beyond Philosophy
DECEMBER 20, 2019
What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.
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