Strativity
NOVEMBER 21, 2019
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Lead the charge on customer experience design.
NICE inContact
JULY 30, 2019
Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind. Get caught being a good listener.
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CX Journey
DECEMBER 13, 2018
Hiring members of the CX Team requires you to take a long view of customer experience design, execution, and goals. Internal and external hiring for CX forces you to look at the short and long-term goals of your CX strategies, how to implement them for your customers, and how to communicate them to the C-Suite.
Myra Golden
APRIL 2, 2020
It’s fantastic that we can all support customers remotely. In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. 3 Quick Tips for the Things That Will Go Wrong with Remote Workers. Do You Have a Remote Communication Plan for Escalations?
Myra Golden
JANUARY 13, 2021
.” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. I answer the question and give three tips for de-escalating in chat and email in the video below. NEED MORE HELP WITH DE-ESCALATION?
Myra Golden
APRIL 1, 2019
If you don’t label and instead jump right into disciplinary action, you’re going to get resistance, so label as a way to invite dialogue and honest communication. You can then take the information they hand you and have a dialogue about the real issue – their unacceptable behavior or performance.
Kustomer
MARCH 23, 2022
A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels. If customers like your brand, they’re more likely to subscribe to a mailing list. To retain those customers, you don’t just need their contact details — you need to engage them.
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