138 
How to Implement a Post-Purchase Survey to Boost Ecommerce Sales
GetFeedback
MAY 28, 2020
The 8 steps to creating a successful post-purchase survey plan. Articles
Trending Articles
Consumers’ Online And In-Person Plans As The U.S. Heads Back To Business
Experience Matters
MAY 27, 2020
As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S.
Join
144,000+
INSIDERS
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
10 (Common) Challenges of a CX Cross-Functional Team
GetFeedback
MAY 24, 2020
The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles
Why Technology Won’t Help You Understand Your Customers
C3Centricity
MAY 25, 2020
Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .
Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion
Advertisement
Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.
4 Simple Ways to Reduce Response Times & Delight Customers
Kayako
MAY 27, 2020
It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.
|
Sign up to get articles personalized to your interests!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
|
|
More Trending
Service Blueprinting and the Next Normal
Experience Investigators by 360Connext
MAY 26, 2020
How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces.
How Businesses Can Put Their Customers at Ease During Covid-19
Steve DiGioia
MAY 25, 2020
Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.
Top 5 KPIs Every Live Chat Manager Needs to Track
Comm100
MAY 28, 2020
Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.
Global Customer Community – Popular Discussions and New Features
NICE inContact
MAY 27, 2020
People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.
3 Signs You Need A Self-Service Consumer Insights Solution
Advertisement
Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.
The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment
Vision Critical
MAY 27, 2020
86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report.
How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Eight)
Calabrio
MAY 26, 2020
As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe.
How Field Service KPIs are Evolving in the New Normal
TechSee
MAY 26, 2020
The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.
New Feature – Tips on Thursday
Steve DiGioia
MAY 28, 2020
As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers.
ABCs of Data Normalization for B2B Marketers
Advertiser: ZoomInfo
Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!
Ready to Cut Contact Center Costs, But Not Sure Where to Start?
NICE inContact
MAY 25, 2020
Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs.
Need a Presentation With Punch? Think Visually
Heart of the Customer
MAY 28, 2020
“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent).
The Incomplete Answer
ShepHyken
MAY 27, 2020
I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.
How is consumer behavior shifting with COVID-19? 3 key trends to follow
iPerceptions
MAY 28, 2020
The disruption from COVID-19 on brands and consumers globally has been unprecedented. Digital Marketing Customer Experience COVID-19
Why Smoking Costs Employers More Than They Realize
Advertisement
Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.
Selling Through Your Customer
Integrity Solutions
MAY 28, 2020
The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale.
Ready to Cut Contact Center Costs, But Not Sure Where to Start?
NICE inContact
MAY 25, 2020
Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs.
9 valuable tips to build rapport over the phone
Talkdesk
MAY 26, 2020
The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building.
Guest Post: 4 Inputs of a Customer-Centric Culture Transformation
ShepHyken
MAY 29, 2020
This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean?
The Employee Factor - Perfecting Your CX From Within
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: at your employees' relationships with each other, and with the company. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function.Based on his 20-years with Walt Disney World along with many years of consulting with organizations around the world, Dennis Snow will provide a “how-to” program for engaging employees in delivering outstanding customer service. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization
7 Examples of Compelling Community Welcome Emails
Vanilla Forums
MAY 26, 2020
You spend a ton of time brainstorming a great angle, recruiting your early members to join and seeding the community with helpful content and conversations. Your community is steadily growing. Members are referring their friends, and even strangers are hearing about it.
Your Customer Experience in the New Normal
The DiJulius Group
MAY 27, 2020
1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the.
Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain
PeopleMetrics
MAY 28, 2020
Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. There is no doubt that reducing churn one customer at a time is a great reason to invest in VoC.
Why carry Team Dysfunction into Virtual Environments?
One Millimeter Mindset
MAY 28, 2020
In fact, why perpetuate yesterday’s team dysfunction into any collaborative environment? Virtual or otherwise. Regardless of whether you work entirely virtually or in a hybridized format, the playing field is flattened by the current scenario.
How to Create Strong Community Personas
Speaker: Carrie Melissa Jones, Community Consultant
Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.
Let's personalize your content