Trending Articles

Improve Your Customer Service With These 5 Steps

GetFeedback

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever.

Introducing Unforgettable: a CX Video Series from Oracle Customer Experience

ijgolding

If you have ever met me; or heard me speak; or read something I have written; you will know that I am a HUGE advocate of the principle of knowledge transfer.

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Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights

Kristina Evey

Shownotes… This week’s episode shares employee experience insights from Anne Bakstad from Clearworks. Anne is a customer experience expert with … Read More Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights. The post Episode 48 – Anne Bakstad Shares Employee Experience Practices and Insights appeared first on Kristina Evey. Employee Experience internal customers Leadership Podcasting

Re-Engage Your Customers with Customer-centric Research Methods

MaritzCX

Most customers want to tell their service providers about their experiences and relatively few customers take the trouble to contact a company proactively, leaving surveys as one of the primary ways of expressing feedback.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Welcome, Jade Mulé!

Kerry Bodine

I’m thrilled to announce the addition of Jade to the Bodine & Co.

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More Trending

How to choose the right text analysis software

Lumoa

What you can do and the benefits of a text analysis software. Find out what you need to think about when deciding on a text analysis software to invest in. Feed generated with FetchRSS

Make Customer Delight About Delivering Value with Jon Herstein of Box

Customer Bliss

“Customer delight is incredibly important, but it’s also insufficient,” says Jon Herstein , Chief Customer Officer at Box , a cloud content management company that serves about 90,000 customers.

The Last Mile: Where CX Matters Most to Customers, Companies and Agents

inContact

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. CX matters to a company’s success – and can be more valuable than product features, aggressive pricing or innovation. New Challenges.

CX to XM: Propelling Humanity & Intelligence

Experience Matters

As you have hopefully seen, I’m now running the Qualtrics XM Institute, where we will be producing easy-to-consume, compelling content and training that both inspires business leaders with experience management (XM) possibilities and helps them drive value from their programs. Many people have asked me recently about why we’re now focusing on XM instead of on customer experience (CX). The quick answer is that we are still focusing a lot on CX.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Modern Marketing Strategies Every Company Needs to Try Today

GetFeedback

The marketing world is moving at a breathtaking pace. Having creative solutions isn’t remotely enough to attract new customers and retain your old clientele. In 2019, you have to think innovatively and be up to date with all the current trends. Before everything, you need to make sure your website design is user-friendly. It’s the first impression most people will get of your brand and it will be your main calling card for future success.

Should we get rid of Annual Performance Reviews?

Kristina Evey

Should we get rid of Annual Performance Reviews? My answer is Yes. Yes, to the traditional method anyway. Let me … Read More Should we get rid of Annual Performance Reviews? The post Should we get rid of Annual Performance Reviews? appeared first on Kristina Evey. employee engagement Employee Experience Leadership

How to Evaluate CCO Positions: 5 Steps to Ensuring the Right Fit

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Is Your Customer Service Hurting Your Sales Performance?

inContact

If you had the choice of selling to a customer base that’s happy or for a company that has a stellar reputation for customer service, compared to the opposite that would be a no-brainer decision. The quality of service customers receive when contacting a business has a direct impact on sales success and company revenue. Here’s just a few sample data points to back this up: 89% of customers are willing to buy more products and services from a business that delivers a great customer experience.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How integrating social media into the rest of the business will increase revenue

NewVoiceMedia

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

How to Justify a CX Program—An Overview

GetFeedback

Where would your business be without its customers? It wouldn’t be a business at all. That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customers need to easily be able to find answers to questions and contact support when issues arise.

AI Predictive Maintenance and Proactive Customer Assistance

TechSee

A study by The Wall Street Journal and Emerson reported that unplanned downtime – 42% of which is a result of equipment failure – costs manufacturers an estimated $50 billion per year. The costs associated with downtime continue even after production has resumed.

How to Improve Customer Experience at a Fast Food Restaurant with Fernando Machado of Burger King

Customer Bliss

“The expectations of people, thanks to technology, are different. You want it now, you want it fast, you want good service, you want it with no friction,” says Fernando Machado, Global Chief Marketing Officer at Burger King, regarding the company’s transformation to improve its guest experience and meet customer needs.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Basic Research Builds B2C Business with Custom CRM Integration

inContact

As a major wholesale distributor and direct-to-consumer seller of dietary, and health and beauty products, Basic Research was using a variety of contact center technologies that didn’t always work well together. But by switching to NICE inContact, the company has sharpened and expanded its customer intelligence, empowered its agents with better information and streamlined the entire customer experience.

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3 Customer Experience Stories (From Companies Not Named Starbucks) That Will Inspire Your Company to Deliver Better Customer Service

Michel Falcon Experience

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently.

Psychological Concepts that are Useful in Creating Better CX Strategies

CloudCherry

Most businesses know that it’s not enough to merely market a product to the customer. Along with the product, brands have invested in creating a customer experience (CX) that will keep customers coming back to them. In our article ‘Delivering Customer Experience That Deliver Value’ , we discussed how understanding a customer’s psyche is key in providing customer service that has actual value for your business.

The Difference Between “Surprise and Delight” and Just “Delight”

ShepHyken

Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting. Obviously, it should be a positive experience.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

May is (Journey) Mapping Month!

Heart of the Customer

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

What Is AR or Augmented Reality Technology?

Smarter CX

The sky is blue. The grass is green. AR (augmented reality) is the next big thing. It’s not all around us yet, but it’s rapidly extending its reach as new implementations surface.

Top 10 Effective eCommerce Tools to Boost Conversions & Improve ROI

ProProfs Chat

Running an eCommerce business is all about surviving the competition and sustaining a steady upward growth in revenue generation.

Are Your Employees invested in Your Company Story?

One Millimeter Mindset

Your company story is compelling, at least to the leadership team. However, are your employees as invested in this story as you are? As the saying goes: “It is hard to read the label when you are inside the bottle.”. You sit at the helm of a large, 100-year old company.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.