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SEPTEMBER 20, 2020

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

Connections 265

Connections 265

Wired and Dangerous

APRIL 6, 2020

Could this be a good time to strengthen your connections with your customers? How can you make a strong emotional connection with customers? We find the top component in terms of “return on experience” is delivering a strong personal connection. you can differentiate your service with great listening to form a strong personal connection. We are in the midst of a terrible pandemic with far ranging impacts.

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Connections Conference Communication Consulting 88

NICE inContact

AUGUST 8, 2019

The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

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Connections Government System Contact Center 157

NICE inContact

AUGUST 8, 2019

The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

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Connections Government System Resources 131

Advertiser: ZoomInfo

As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.

Sales

MaritzCX

OCTOBER 24, 2019

The Theory of Emotional Connections Service industry companies are always talking about how customer-focused they are and about wanting to build relationships with customers. Many programs measure functional delivery, but a true “relationship” must deliver customer and employee experiences that are both functionally, and emotionally fulfilling.

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Connections Customer relationships Customer Experience Measurement 200

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Rhonda and I sat down and recorded this interview, where Rhonda explains more about the unique way Hallmark Business Connections puts the human touch in business-to-business relationships. Each one connects with emotion and personalization.

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Connections Touchpoint Fashion Hospitality 143

Michelli Experience

NOVEMBER 1, 2016

What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

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Connections Consulting Video Social Media 176

Kate Nasser

JANUARY 3, 2021

For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. The post Highly Effective Connection & Top Performance: Eliminate Static! Careers & Jobs Customer Service Employee Engagement Leadership Leading Morale Listening Power People Skills Soft Skills Career communication connection employee engagement energy high performance interpersonal skills listening people skills static Teamwork

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Connections Sales Employee Engagement Communication 43

C3Centricity

AUGUST 9, 2015

The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity. Connecting with customers Observation Understanding personasLast week I spoke about five of the most important actions you can take when starting your journey to improved customer centricity. If you missed it, you can read the post here. It will make a good background to this week’s ideas and suggestions.

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Connections Customer Centricity Customers 261

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting

Experience Investigators by 360Connext

DECEMBER 17, 2014

Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service.

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Connections Innovation Consumers Sports 220

Calabrio

APRIL 16, 2020

Staying connected and responsive to customers under these circumstances can be challenging; access to a cloud-based contact center can be critical to resolving the new influx of cases and maintaining business continuity. Stay connected and responsive to customers. Over the last few weeks, we’ve rolled out several solutions to help our customers stay connected to their stakeholders. Minutes based on Amazon Connect consumption .

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Connections Contact Center Software Meeting 190

Wired and Dangerous

AUGUST 21, 2017

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers? We find the top component in terms of “return on experience” is delivering a strong personal connection. you can differentiate your service with great listening to form a strong personal connection.

Connections 88

Connections Consulting Communication Customer Experience 88

SurveyGizmo

MARCH 23, 2020

We are here to support you, which is why we are giving our customers free access to our new Employee Connection Pulse Survey. We developed this survey for our own people and are engaging with them weekly to better understand how we can make them feel more connected while working virtually. The Employee Connection Pulse template can be found in the “Employee” template category. Staying Connected Survey TipsBy Vanessa Bagnato, Director of Solutions Marketing.

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Connections Survey Tools Communication 60

Advertiser: ZoomInfo

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

Sales

MaritzCX

FEBRUARY 14, 2019

The ROI of Feelings A recent study conducted by MaritzCX found that 80% of the companies who proactively gather, analyze, manage and use insights into customers’ feelings have better financial performance, year-over-year. Do you know how your customers feel about your brand? What about your employees, do you know how they feel? Furthermore, is the. View Article. General

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Connections Brands ROI Financial 200

StellaService

MARCH 11, 2019

This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connectAll major […].

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Connections Sales Engagement 62

Wired and Dangerous

APRIL 16, 2018

Connect with or walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers?

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Connections Consulting Customer Experience Communication 81

Customer Bliss

MARCH 31, 2015

Repairing the emotional connection with your customers and reaping good results has conditions. Decide to Say Sorry beloved companies decide to say sorry driving culture change repair emotional connection with customers Your apology must: Be genuine. Restore confidence in being associated with you. Honor those harmed. Explain and work to resolve the problem. Be delivered swiftly and with humility. Remember when you were a kid and your brother or sister punched you or pinched you?

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Connections Measurement Company Culture 167

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

Innovation

Calabrio

AUGUST 14, 2019

But at the center of Calabrio Customer Connect is the attendee experience, and this goes far deeper than swag and food. So, this year’s event combines the annual Teleopti User Forum with Calabrio Customer Connect, which means the event is supercharged to deliver premium content at an unbelievable location. But most importantly, connect with your peers discussing the issues and opportunities that contact centers face daily.

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Connections Customer Experience Contact Center Conference 100

Wired and Dangerous

DECEMBER 2, 2014

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers? you can differentiate your service with great listening to form strong personal connections. Customer Experience Customer Relationship Service Innovation Customer Connections customer relationship

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Connections Innovation Customer Experience Consulting 124

Vanilla Forums

NOVEMBER 25, 2020

There are dozens of tools that power your business across all departments. As you adopt more of these tools, having these disparate applications to talk to one another and share information is central to automating workflows and ultimately increasing productivity.

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Connections Tools Resources 59

Experience Matters

AUGUST 22, 2016

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […]. Customer experience Emotion ROI of Customer Experience

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Connections Loyalty Study Trends 179

Advertiser: ZoomInfo

Many organizations fail to properly evaluate vendors during the selection process. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. After reading, you’ll gain insight into the following components:

Data

Who's Your Gladys?

JUNE 13, 2017

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. Creating Stronger Human Connections in Customer Service appeared first on Who's Your Gladys? Customer Service human connection

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Connections Customer Service Loyalty Customers 142

Storyminers

OCTOBER 14, 2014

The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond. In a survey conducted by MarketLive, one-third of the respondents indicated that they would … Continue reading → Blog Customer Experience

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Connections Retail Social Media Customer Experience 146

Experience Matters

MARCH 21, 2016

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […]. Customer experience Emotion

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Connections Video Customer Experience Professionals Groups 183

Uplight

AUGUST 26, 2020

Consumers Energy, Uplight, and Google partnered to create a connected energy experience that helps Consumers Energy’s customers save money and energy–with a goal of giving away 100,000 free thermostats. The post Video: Consumers Energy Connected Experience In Action appeared first on Uplight.

Customer Experience 56

Customer Experience Connections Consumers Case Study 56

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Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in Discuss.io's eBook.

Consumers

CloudCherry

SEPTEMBER 19, 2018

Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry.

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ROI Financial Connections Metrics 220

GetFeedback

SEPTEMBER 6, 2018

The post Connecting Employee Experience and Customer Experience appeared first on GetFeedback Blog. Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other.

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Connections Employee Experience Net Promoter Score Customer Experience 163

Wired and Dangerous

OCTOBER 10, 2016

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers? We find the top component in terms of “return on experience” is delivering a strong personal connection. you can differentiate your service with great listening to form strong personal connections.

Innovation 142

Innovation Connections Consulting Customer Experience 142

GetFeedback

JUNE 11, 2019

Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles

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Study Connections Loyalty Report 150

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

Consumers

CloudCherry

SEPTEMBER 19, 2018

Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry.

ROI 200

ROI Financial Connections Metrics 200