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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? It’s simply natural to let expectations creep between brands.

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

A side note based on the key drivers of the ACSI: expectations, quality, and value, I believe, are all closely linked. In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. Map the customer journey.

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Accelerating the Customer Experience post-COVID

Lumoa

Companies are expecting these changes to be long-lasting and are already making the kinds of investments that ensure they will stick around. Changes in behaviors As customer expectations continue to rise, CX leaders have needed to make integrated technologies a priority because seemingly the switch is here to stay for the long-term.

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The Power of Customer-Focused Leadership

Blake Morgan

LoveSac has disrupted the competitive furniture industry because of Shawn’s willingness to adapt to meet customerschanging demands. He encourages his employees to meet and exceed customer expectations, which has led to innovative DTC showrooms, integrated technology, and impressive shipping and return policies.

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How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Here’s what we learned.

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Episode 17: 2020 “In” Review

C Space

Without the same connections to others and our outside worlds, we have been forced to spend an exorbitant amount of time with our inner selves — hyper-focused “in” every thought, feeling, interaction, decision made and surface touched. Going deeper to explore customerschanging lives, we discovered a world of internal conflict.

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How Effective is Your Customer Forensics Program?

Wired and Dangerous

If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty. We believe the service molecule containing the customer’s unique identity is “Connection.”. Connection has many dimensions—structure, sense, and surprise.