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How to Prove the ROI of Your CES Efforts
GetFeedback
FEBRUARY 27, 2020
So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles
Trending Articles
My Manifesto: Experience Matters
Experience Matters
FEBRUARY 27, 2020
In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.
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My Manifesto: Experience Matters
Experience Matters
FEBRUARY 25, 2020
In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.
Dust Off Your Customer Journey Mapping Program
MaritzCX
FEBRUARY 25, 2020
One of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.
Training for Lead Generation, Customer Onboarding and Support
Advertiser: Skilljar
Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.
Driving Customer Satisfaction Through Great Scripting
NICE inContact
FEBRUARY 27, 2020
Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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How to Take Action on Customer Effort Score Feedback
GetFeedback
FEBRUARY 26, 2020
The four major activities that must be undertaken after CES feedback is received by the company. Articles
The Two Ultimate Questions For XM Metrics
Experience Matters
FEBRUARY 21, 2020
Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.
Webinar: Tips to Prepare Your CX Program for the Next Decade
MaritzCX
FEBRUARY 24, 2020
Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI.
Quality Management Basics in Today's Contact Centers
NICE inContact
FEBRUARY 26, 2020
Every contact center manages quality, but as consumers, it’s easy to tell that some just do it more effectively than others! Quality management is the process an organization uses to measure the effectiveness, efficiency, and consistency of the service provided to customers.
A New Segmentation Model for Customer Onboarding
Advertiser: Skilljar
A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.
The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers
Experience Investigators by 360Connext
FEBRUARY 25, 2020
The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago.
Customer Effort Score (CES): The Complete Guide
GetFeedback
FEBRUARY 25, 2020
Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides
6 Ways Condé Nast Uses an Insight Community to Drive Value
Vision Critical
FEBRUARY 27, 2020
As more and more companies put customers at the heart of business decisions, insights and feedback from hard-to-reach customers become pivotal to success.
How and Why to Manage the Move to a Virtual Contact Center
NICE inContact
FEBRUARY 25, 2020
The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations.
The Definitive Guide to Customer Education Metrics
Advertiser: Skilljar
As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.
Top Right Quadrant Hasn't Changed, But What's Going on in the Bottom Left?
Jacada
FEBRUARY 26, 2020
In reviewing the new 2020 Gartner Magic Quadrant for Workforce Engagement Management Report today, I saw something different for a change. The vendors positioned in the MQ Leaders Quadrant are still in the Leaders Quadrant, but what’s really interesting is what is happening in the lower left.
4 Ways to Get Rid of Painful CX Silos
Comm100
FEBRUARY 25, 2020
Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?
Leave the Toxicity Behind: Overcoming Contact Center Negativity
Calabrio
FEBRUARY 24, 2020
I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts.
Self Install: How Visual Assistance Streamlines Device Setup
TechSee
FEBRUARY 25, 2020
Whether rigging up a home entertainment system, setting up a new printer or syncing a new smart device with its app, many consumers find it difficult to complete the product self install process.
Your Complete Customer Engagement Handbook
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Transform your contact center to build relationships with your customers that will last a lifetime.
Agents Get the Driver Seat in Delivering Customer Experience
NICE inContact
FEBRUARY 24, 2020
Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters.
How to Transform the Customer Experience
ShepHyken
FEBRUARY 26, 2020
Want to engage and connect with your customers more effectively? Then listen to what Matt Gillin, the co-founder and CEO of Relay Network , has to say. I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience.
The 80/20 Rule by Richard Koch (a One Win Book Review)
Customers That Stick
FEBRUARY 27, 2020
In this One Win Book Review, we take a look at The 80/20 Principle by Richard Koch. Check out the video below to hear Adam’s one win that you can take away from The 80/20 Principle to improve your organization’s customer experience and customer service. About The 80/20 Principle.
The Only 3 Strategies that Increase Customer Value
Genroe
FEBRUARY 24, 2020
I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.
How to Create an Exceptional Customer Experience
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Learn 5 actions your organization can take right now to improve the customer experience.
Why Seamless CX Matters More Than Ever
Upstream Works
FEBRUARY 26, 2020
Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems.
Top Five Reasons Your Call Center Needs Performance Management Capabilities
NICE inContact
FEBRUARY 23, 2020
Utilizing performance management software can be a major competitive advantage for your call center. Here’s five reasons why. Workforce Optimization Agent Engagement Customer Experience
Why Customer Service Language is Used?
Customers That Stick
FEBRUARY 26, 2020
Why Is Customer Service Language Used? This is an interesting question, as it could mean a few things. I assume what the person asking the question means by customer service is language that is thoughtful or carefully worded. There are a few dynamics to why this type of language is taught and used.
Proven Strategies to Increase Case Deflection & ROI
Speaker: Matt Laurenceau, Head of BMC Communities
Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.
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