Trending Articles

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

NICE inContact

If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination.

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How Do You Deliver Connected Experiences In the New Normal?

GetFeedback

Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles

Customer Journey Mapping: A Guide for Businesses

Dhiraj Nallapaneni

Here's how you can start mapping your customer journey

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

7 Steps to Deploying Self-service AI during the New Normal

TechSee

It’s no surprise that self-service AI is gaining traction with customers. Even before the pandemic created a New Normal, 73% of consumers said they wanted to solve their issues on their own without having to engage with a human customer service agent.

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More Trending

How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

Beware of Assumptions About Your Customers

Wired and Dangerous

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out.

5 Product-Market Fit Lessons From Fortune 500 Companies

Alon Ghelber

What Do They Think of Me? – Tip #16

Steve DiGioia

Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Enabling an Agile Workforce for Organizational Success

NICE inContact

The coronavirus pandemic has undoubtedly put a strain on the workforce, and many organizations are reviewing their current strategies to ensure business continuity as the crisis continues.

Propel CX Momentum With Quick Wins

Heart of the Customer

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this.

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Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data

ShepHyken

This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement

Totango

Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Uplight’s First Hackathon Focuses on Diversity and Inclusion

Uplight

With the recent events in America’s racial story, Uplight has been introspective around the ways we can better serve as a beacon of responsible capitalism. One way has been a focus on how our products can better reflect the diversity of the people we serve.

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How Contact Centres Have Evolved in 2020: Four CX Transformations You Can’t Miss

NICE inContact

2020 has transformed the way life looks both inside and outside the workplace, with a lasting impact that’s still affecting contact centres around the world. What does the global COVID-19 pandemic mean for contact centres? How are customers and agents evolving?

8 Strategies for Securing Great Customer Service

Doing CX Right

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article co-written with a psychiatrist and author, Dr. Grant Brenner.

Making remote an advantage for your contact center

Talkdesk

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result?

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Using Humor to Create the Unexpected Customer Experience

Daniel Group

In your personal buying, do you often experience humor in your interaction with providers? There are many reasons we do not experience humor. Humor in Customer Experience can be the bridge to making an emotional connection to your customers.

Are Your Compelling Business Stories too Tactical?

One Millimeter Mindset

You work hard to create compelling business stories. Yet, after you exhaust yourself preparing and delivering these stories, do you accomplish what you set out to do? Recognize the gap between your own objective for telling compelling business stories.

What Vendors Need to Know About The Knot Reviews

ReviewTrackers

If you’re into the wedding business as a supplier, you’ve probably heard of The Knot. As one of the largest online resources for wedding news, trends, information, and inspiration, TheKnot.com helps its users — couples getting married — plan the perfect wedding.

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Three Challenges Logistics Providers Face and How Conversational AI Can Help

Interactions

We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party.

5 Top Customer Service Articles For the Week of September 21, 2020

ShepHyken

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. Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

How to Improve Engagement Rates for Customer Service Employees

Advantage Communications

In customer service teams, attrition rates are often two or three times higher than other industries.

How the Community Implementation Process Works at Vanilla

Vanilla Forums

So, you’re here because you want to get a snapshot of what your community implementation process would look like with Vanilla Forums. Completely understandable, and you’ve come to the right place; this blog will provide you with an overview of what your journey with us would be like.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!