BirdEye

SEPTEMBER 20, 2020

Here's how you can start mapping your customer journey.

Customer Journeys 246

Customer Journeys Customers 246

GetFeedback

SEPTEMBER 27, 2020

A look into the new-normal customer and how to meet their evolving expectations.

Customer Experience 459

Customer Experience Meeting Customers How To 459

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

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. It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Steve DiGioia

SEPTEMBER 24, 2020

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.

Tips 310

Tips Customer Service Banking Customers 310

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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.

Communication

Calabrio

SEPTEMBER 9, 2020

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th. Let’s face it, the workplace will forever look different. Companies that would have never allowed employees to work from home – have now uncovered a well of productivity they didn’t know they had.

Contact Center 241

Contact Center Customer Satisfaction Video Technology 241

Beyond Philosophy

SEPTEMBER 10, 2020

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad. We discussed this phenomenon in a recent podcast and how we all do this. For example, I think the Luton Town Football Club is the best team in the world.

Leadership 183

Leadership Sports Brands Consulting 183

GetFeedback

SEPTEMBER 20, 2020

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

Connections 445

Connections 445

Alida

SEPTEMBER 28, 2020

Q&A with Senior Director of Brand, Kristin Dorsey.

Brands 246

Brands 246

Steve DiGioia

SEPTEMBER 3, 2020

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?

Tips 306

Tips Customers Measurement Meeting 306

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ROI

ShepHyken

SEPTEMBER 16, 2020

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. Research also has irrefutably proven that customers will leave you for your competition if you don’t give them the service they expect.

Customer Service 165

Customer Service Customer Service Training Training Customer Service Representative 165

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self Service Strategy Contact Center 196

Beyond Philosophy

SEPTEMBER 17, 2020

Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. .

Fashion 164

Fashion Financial Study Report 164

GetFeedback

SEPTEMBER 7, 2020

A comprehensive guide to delivering great digital user experiences and measuring your success.

User Experience 386

User Experience Measurement 386

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Whether you rely on Customer Relationship Management (CRM) software to use helpful customer information to get ahead of your competitors, it’s still important to make improvements to continue getting this helpful information.

Call Center 157

Call Center Tips Self Service Customer Experience 157

Steve DiGioia

SEPTEMBER 14, 2020

You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants” But in reality, this is why you can’t fill that position.

Leadership 217

Leadership Measurement Tips How To 217

ShepHyken

SEPTEMBER 2, 2020

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?

Hotels 153

Hotels Connections Customer Service Training Retail 153

eglobalis

SEPTEMBER 14, 2020

Professional Services in Alignment with Your Experience Management , customer success. The post Is Your Professional Services in Alignment with Your Experience Management? Part I appeared first on Eglobalis.

Management 151

Management Customer Success Customer Experience Customers 151

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Customer Journeys 159

Customer Journeys Policies Consulting Customer Experience 159

GetFeedback

SEPTEMBER 30, 2020

Feedback 448

Feedback 448

Bill Quiseng

SEPTEMBER 10, 2020

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R. Bell than any other author. Several of his 24 customer service books that I highly recommend include “Kaleidoscope: Delivering Innovative Service That Sparkles,” “Sprinkles: Creating Aweso

Innovation 141

Innovation Financial Study Customer Service 141

Customer Experience Update Submitted Articles

SEPTEMBER 13, 2020

At the risk of providing more “white noise” during the pandemic pandemonium, I wanted to share this data because I think it’s interesting.

Training 130

Training Trends Industry Data 130

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

Loyalty

Joe Rawlinson

SEPTEMBER 10, 2020

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office. If you think that there is a possibility that you could turn your hobby into a business, it might be time to stop daydreaming about it and make your vision a reality.

How To 133

How To Social Media Course Financial 133

eglobalis

SEPTEMBER 8, 2020

Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.

Tools 142

Tools Employee Experience Customers Customer Experience 142

Beyond Philosophy

SEPTEMBER 19, 2020

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success.

Measurement 159

Measurement Technology Customers Data 159

Storyminers

SEPTEMBER 2, 2020

Loyalty 264

Loyalty Customer Experience Customers 264

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

Leadership

ShepHyken

SEPTEMBER 9, 2020

We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight? That’s exactly what happened to my friend and fellow professional speaker, Beth Terry. She has a three-bedroom home.

Customer Service Training 131

Customer Service Training Training Customer Service Customer Expectations 131

One Millimeter Mindset

SEPTEMBER 24, 2020

What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds. When strategic business stories are too ambiguous, decision makers ask: “What do you expect me to do with this information?

Analytics 133

Analytics Communication Connections Sales 133

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Author: Pauline Ashenden - Demand Generation Manager 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular?

Customer Experience 127

Customer Experience Contact Center ROI Trends 127