Magellan Solutions
AUGUST 17, 2020
Technological advances gave way to the proliferation of new modes of communication. For businesses, these new channels mean new ways to respond to customers and improve customer relationships. Among these new mediums of customer communication, customer service and customer support emails have become one of the most popular. What is email customer service?
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction!
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ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr
IntouchInsight
AUGUST 20, 2020
Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust.
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.
Beyond Philosophy
AUGUST 20, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
GetFeedback
AUGUST 15, 2020
A look into how the way we're wired impacts employees' perception of work and satisfaction.
Customercount
AUGUST 20, 2020
View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.
Experience Investigators by 360Connext
AUGUST 19, 2020
You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. I don’t say this to shame anybody, but to highlight it’s so easy for all of us to do.
Storyminers
AUGUST 20, 2020
What makes a story stick around? Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? Let’s look at the ancient story of “David and Goliath.” It’s remarkably sticky. Having been around for more than 10,000 years, it continues to find its way into TV shows, movies, the news, and media ads.
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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.
GetFeedback
AUGUST 19, 2020
This report examines how COVID-19 has affected the ecommerce industry and the customer experience space.
Customer Bliss
AUGUST 18, 2020
This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. .
NICE inContact
AUGUST 20, 2020
Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers. NICE inContact Global CX Benchmark study, 2019 shows that great service can build brand loyalty among 81% of customers and turn 87% of them into advocates. So, the case is built to show that there is true Customer Life Time Value (CLTV) in driving better CX.
Kerry Bodine
AUGUST 21, 2020
In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . December 8 & 9. Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.
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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.
ShepHyken
AUGUST 21, 2020
This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati
BlueOcean
AUGUST 20, 2020
Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners.
NICE inContact
AUGUST 16, 2020
The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability. Small businesses are now looking to best practice guides to have agents up and running in a work at home environment, as well as build agility and scale.
GetFeedback
AUGUST 16, 2020
An overview of enterprise feedback management, its benefits, and how to effectively execute the software.
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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?
Steve DiGioia
AUGUST 20, 2020
For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger. When you rise to a challenge, you reveal your hidden abilities, strengthen your capacity to suffer through setbacks and build character.
Beyond Philosophy
AUGUST 21, 2020
How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.
NICE inContact
AUGUST 20, 2020
Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while. Just like you don't want to move into your new house and be unpleasantly surprised, you don't want to implement your new software only to find it has some significant shortcomings.
Storyminers
AUGUST 18, 2020
In a previous Story Miners article , we shared insights about this year’s trends in customer experience. It was mentioned that innovations like AI, the IoT and virtual reality will change how consumers interact with sellers. That was at the start of this year, and many of those projections are happening already, with smart virtual assistants, augmented reality shopping and other similar retail advancements now becoming mainstream.
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.
MyCustomer
AUGUST 20, 2020
24th Aug 2020 Customer experience leaders are documented to have greater top- and bottom-line growth than those who haven’t made customer experience.14 CX lessons from digital transformation leaders. By Michael Hinshaw Managing Director.
Beyond Philosophy
AUGUST 15, 2020
Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile? You might be thinking that this can’t be true. However, recent findings by Professor Shiri Melumad, assistant professor of marketing for the Wharton School at the University of Pennsylvania suggest
TechSee
AUGUST 19, 2020
In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact. Known as “contactless service,” this new model is emerging as the goal of many of the world’s leading enterprises.
ShepHyken
AUGUST 19, 2020
What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences. So, does being a professional simply mean you’re paid to do whatever it is you are doing? I’ll answer that with a resounding, “No!
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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,
ReviewTrackers
AUGUST 20, 2020
Here at ReviewTrackers, we frequently receive questions from our clients and partners seeking guidance on the impact different review sites and review display formats may or may not have on their business. If you are a business of any size whose lead generation is tied to Web searches – specifically, results generated in association with popular review sites – the topic of review and multimedia syndication is probably influencing your lead generation, whether you are aware of it or not.
Totango
AUGUST 21, 2020
In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. It was a great must watch panel discussion that provides many insights into SAP’s journey to becoming the largest Customer Success implementation world-wide.
Zeisler Consulting
AUGUST 19, 2020
Here is the final post in a series about building a world-class CX program in your organization. I introduced the component parts here , expounded on aligning your CX strategy here , delved into the Voice of the Customer here , and showed how to put it into action with your Process Engineering program here. Now it’s on to building and supporting a Customer-centric culture.
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