CX University

JANUARY 8, 2019

In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your advice. But two out of three boils down to empathy: how to listen, how to consider someone else’s point of view, how to validate their point of view.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Michel Falcon Experience

JANUARY 10, 2019

There are many customer service skills that employees must possess to contribute to the success of a company. Things such as friendly, proactive, going above-and-beyond all come to mind. It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

Training 151

Training Customer Service How To Employee Engagement 151

ClientSuccess

JANUARY 8, 2019

As a customer success manager (CSM), your goal is to help your customer accounts change their behaviors by using your product(s) to drive positives outcomes and ROI throughout their entire journey with your company. Tracking and measuring product usage is one key method customer success professionals use to determine success and risk along a customer lifecycle.

Net Promoter Score 58

Net Promoter Score Metrics NPS eBook 58

Lumoa

JANUARY 8, 2019

Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.

Customer Experience Management 364

Customer Experience Management B2B Trends Customer Experience 364

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.

Data

Experience Matters

JANUARY 7, 2019

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

Employee Engagement 310

Employee Engagement Employee Experience Engagement Survey 310

Customer Bliss

JANUARY 11, 2019

Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.

Resources 268

Resources Study Customers Company 268

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges.

Customer Service 225

Customer Service Feedback Resources Survey 225

InMoment XI

JANUARY 8, 2019

MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and.

Insurance 200

Insurance Groups Policies Measurement 200

Steve DiGioia

JANUARY 7, 2019

My ham and cheese omelet was delicious, cooked perfectly and piping hot. Bite after bite I tore into the food while thinking of what lies ahead for my day. Another swallow to savor then I heard it…. “I can’t take these people, I hate customers!”. I looked around to see another waitress mumbling and shaking her head as she walked through the diner. She clearly was upset at something that happened.

Customers 198

Customers Industry Customer Service Management 198

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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.

Customers

Customer Bliss

JANUARY 10, 2019

As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Inspire uses technology to bring clean energy sources to businesses and the homes of everyday Americans. With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challe

Customer Experience 155

Customer Experience Chief Customer Officer Connections Leadership 155

GetFeedback

JANUARY 7, 2019

Live chat customer service comes with its unique challenges. Do you know what they are? Here are 5 live chat service pain points and how to overcome them.

Customer Service 150

Customer Service Customers How To 150

Kayako

JANUARY 10, 2019

As your business and customer base grow, there’s a question every support leader has to answer: Do we need to expand our support operation? When you serve more customers, the demands on your support team grow. But that’s not all—those demands fundamentally change , too. Like when you enter new global markets and, suddenly, your team has to grapple with language and cultural barriers.

How To 123

How To Competitive Advantage Culture Customers 123

NICE inContact

JANUARY 7, 2019

When it’s time to upgrade your contact center to the cloud, one of the biggest headaches is doing the homework on viable solutions. It’s the start of a new year, and like many other organizations, you’re probably knee-deep in the process of planning and budgeting to meet the strong business goals you’ve set—or that have been set for you. If you’re looking for help in deciphering the strengths and weaknesses of the industry’s most notable cloud contact center providers, you’ll want to put The For

Contact Center 120

Contact Center Omni-Channel Report Trends 120

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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.

Communication

Kristina Evey

JANUARY 7, 2019

Shownotes: #31 – New Year, New Role, New Focus Phase 1 : Get your own perspective “Shop your company” Talk … Read More Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts. The post Episode 31 – A Clear Plan for Huge Impact in Your 2019 CX Efforts appeared first on Kristina Evey. Shownotes: #31 – New Year, New Role, New Focus.

Government 120

Government Leadership Feedback Customer Journeys 120

Beyond Philosophy

JANUARY 10, 2019

Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.

Customer Experience 127

Customer Experience Entertainment Customers Travel 127

ShepHyken

JANUARY 9, 2019

Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to.

Customer Service 125

Customer Service Customer Service Training Training Customers 125

UJET

JANUARY 10, 2019

Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.

Omni-Channel 105

Omni-Channel Training Meeting Tools 105

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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?

Customer Experience

Brandwatch CX

JANUARY 7, 2019

Believe it or not, people took photos before Instagram. People even shared photos before Instagram. With its snazzy filters and easy sharing options, soon we were all addicted to posting our holiday hot dog legs and hipster food snaps. With many millions now using the app every day, there is no shortage of Instagram stats and facts that show how popular it is.

Social Media 111

Social Media Advertising Fashion Video 111

CX Journey

JANUARY 9, 2019

Sleeping (not dead!) horse image courtesy of Pixabay I challenge you think about things differently in 2019. What got us here won't get us there, right? I recently came across The Tribal Wisdom of the Dakota Indians , a 1999 article in the Guardian, that I felt needed to be resurrected. I had never seen this before. You can read the article by clicking the link above, but here it is in its entirety.

Study 90

Study Strategy Training System 90

Oracle

JANUARY 7, 2019

When you consider that over the past year, poor customer service cost US businesses 75 billion dollars —a 20% increase from the previous year, it’s little wonder that 66% of respondents actually prefer self-service systems to speaking with a brand representative. Businesses are at a tipping point between phone contact center interactions and a plethora of choices for customers in the digital age.

Software 105

Software Customer Service Self Service Multi-Channel 105

Beyond Philosophy

JANUARY 5, 2019

There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. To do this, Ryan has developed a framework of the four key principles – a summary of the four principles of human behavior. Ryan calls this the 4R’s. 1: Reference points.

Resources 94

Resources Customer Experience Marketing Customers 94

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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.

Customers

natero

JANUARY 11, 2019

The start of a new year is a good time to reflect on our ambitions for the year ahead and acknowledge the mistakes we've made. Some errors are easy to remedy, while others require us to change our behavior in more substantial ways. Here are four mistakes I commonly see Customer Success teams make and how to address them.

Customer Success 100

Customer Success How To Customers Management 100

ShepHyken

JANUARY 7, 2019

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. What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak. (LinkedIn) Glancing over the New York Times app for your daily briefings as you brew your coffee, you head to the counter to discover a box from Blue Apron to prepare Mexican-Sp

Customer Service 98

Customer Service Contact Center Tips Chatbots 98

Alliance by IFS

JANUARY 10, 2019

Read Astea’s whitepaper on machine learning and artificial intelligence and how it will impact the field service management industry. By Liron Marcus. A few months ago, my six year old son saw me working on my thesis and asked me what I was writing about. I responded, “I am writing about teaching computers how to learn. ” My response seemed unsatisfactory and left him puzzled.

Management 94

Management Employee Engagement Contact Center Technology 94

Brandwatch CX

JANUARY 5, 2019

Here at Brandwatch, we love data. We love the statistics that this data provides too. Which is why we’ve collated this bumper list of Facebook statistics. For some, these are just interesting factoids that titillate the mind and can later be brought out to impress friends over a coffee. For marketers, these statistics can help in developing strategies to ensure you are targeting the audience you want to reach in the most effective way.

Advertising 97

Advertising Video Brands Financial 97

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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,

Tips

datastax

JANUARY 10, 2019

In a data-driven world, leading enterprises are moving to hybrid cloud databases that deliver the agility, reliability, and availability they require. But “hybrid cloud” can span many functions. How, specifically, are organizations actually using hybrid cloud databases to stay ahead of the competition and stay agile? Let’s take a look at five more popular enterprise use cases. 1.

Multi-Channel 95

Multi-Channel eBook Financial User Experience 95

ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund.

Examples 92

Examples Feedback Strategy NPS 92

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89