Trending Articles

How to Implement a Post-Purchase Survey to Boost Ecommerce Sales

GetFeedback

The 8 steps to creating a successful post-purchase survey plan. Articles

Consumers’ Online And In-Person Plans As The U.S. Heads Back To Business

Experience Matters

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.

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10 (Common) Challenges of a CX Cross-Functional Team

GetFeedback

The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

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Why Technology Won’t Help You Understand Your Customers

C3Centricity

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

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

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.

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Service Blueprinting and the Next Normal

Experience Investigators by 360Connext

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

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

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

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

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

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.

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Eight)

Calabrio

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

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.

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New Feature – Tips on Thursday

Steve DiGioia

As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers.

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ABCs of Data Normalization for B2B Marketers

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

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

“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

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.

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How is consumer behavior shifting with COVID-19? 3 key trends to follow

iPerceptions

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

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

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.

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Ready to Cut Contact Center Costs, But Not Sure Where to Start?

NICE inContact

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

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.

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Guest Post: 4 Inputs of a Customer-Centric Culture Transformation

ShepHyken

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

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

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

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

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.