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What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
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How to Improve Customer Engagement
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
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Do Your Digital Transformation Efforts Meet Your Customers’ Needs?
Hello Customer
JANUARY 22, 2021
Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. How do you know if you still reach your customers? And does the digital experience meet your customer’s needs?
5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Customer Perceptions of the Community Experience
Speaker: Mike Ellis, Vanilla Forums Marketing Manager
What do your customers actually want? In a land of ever-changing customer behaviors and expectations, brands need to understand the experiences customers value the most, and how these can impact their business outcomes. Join us on May 26th at 12 EDT for an in-depth discussion led by Vanilla's Marketing Manager, Mike Ellis. Mike will walk you through this research and guide you on community usage in terms of the most valued customer experience aspects.
4 Ways To Avoid a Disjointed Customer Journey
Interactions
OCTOBER 8, 2020
Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience
Do you love your Customers as much as your employees do?
Zeisler Consulting
JANUARY 14, 2021
We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.
7 Predictions To Include in Your Customer Success Strategy for 2021
inSided
DECEMBER 16, 2020
While customer behavior and engagement preferences have already seen drastic changes in recent years, this year really upped the ante for CS teams around the globe. Let’s take a look at what we can expect of Customer Success as we head into 2021. Customer Success
Building the Mindset to Lead with Intention
Russel Lolacher
MAY 24, 2020
How can you possibly serve the needs of your employees or customers if you don’t do it with purpose and with an understanding of what’s truly important?
A letter you never sent
Zeisler Consulting
JANUARY 28, 2021
Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers.
The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations
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.
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10 Top Tips for Avoiding Complaints and Managing Them
Helen Dewdney
NOVEMBER 12, 2020
Search well and you can find lots of help in improving your customer service and experience, sales etc. Perhaps a customer is best placed to advise you on how to improve the customer experience and show who you are missing when you gain feedback and how you can improve your sales.
What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard.
The New Qualities for Customer Service Excellence
C3Centricity
AUGUST 3, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?
7 Ways to Deliver Awesome Customer Service
C3Centricity
MARCH 31, 2020
How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. The customer is right and has a valid request.
Promoting Customer Success with Diverse Learning Channels
Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly
Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. Tune in to learn how (and when) to blend on-demand and instructor-led training, and discover why customer success and scaled education programs go hand-in-hand.
Customer Disservice
ShepHyken
OCTOBER 7, 2020
Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.
7 Reasons for Failure When Adopting a Customer First Strategy
C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? CEX #CRM #CustomerFirst #CustomerCentricity #Customer Click To Tweet.
Customer loyalty survey questions
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
How to Improve Customer Centricity in Hospitality
C3Centricity
JUNE 8, 2020
After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. Having additional control of our lives today, means that customers are re-evaluating what they are offered.
3 Reasons to Prioritize On-Demand Customer Training
Advertiser: Skilljar
On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.
Customer satisfaction survey questions
GetFeedback
MARCH 28, 2021
Your guide to all things customer satisfaction, from measuring CSAT to example questions and best practices. Guides
Product Teams: Help Your Company Navigate COVID-19 With This One Simple Process.
Gainsight
APRIL 16, 2020
Much worse, companies are at high risk of losing the customers they already have. The number one imperative for every company right now is retaining their customers. . Make sure that your technical operations are top-notch so that you deliver for your customers at this crucial time.
Social Media is Bad for Customer Service
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel.
Busy Season? Keep Customers Satisfied with Great Support
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A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
Customer Research: Overlooked & Underutilized Ways to Understand Customers
Experience Investigators by 360Connext
JANUARY 26, 2021
What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research.
How to Cheat Your Customers – or Not!
C3Centricity
JANUARY 30, 2021
Why do companies still try to cheat their customers? With so many purchases being made online these days, there is a growing number of articles exposing the behaviours of organisations who clearly haven’t adopted a customer-first strategy.
Three Steps to Proactive Customer Service
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service.
Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?
Kerry Bodine
FEBRUARY 6, 2021
I’m a strong proponent of including a short description of the customer persona on each journey map. Start with your customer demographics. Ask yourself: Do the customers going through this particular journey fall primarily into one specific generation?
How to Leverage Quality Management to Transform the Customer Experience
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
Customer Service vs. Customer Experience: What is the Difference
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS
Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience
Kristina Evey
DECEMBER 5, 2017
LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. About 70 % of all lost customers left because they didn’t feel valued or felt the service experience was lacking. LISTEN to the customer. The customers that voiced their issues will know you listened to them.
How Technology Can Help Humanize Customer Support
Team Support
APRIL 15, 2021
Customers are often in need of assistance and expect smooth interactions with the company. Surveys show that 86 percent of customers are willing to pay more for a better customer experience. Although this temporarily relieves angry customers, it does not really impress them.
Why Technology Won’t Help You Understand Your Customers
C3Centricity
MAY 25, 2020
Do you believe that using technology to understand customers is the only way today? Or worse, they invest in the latest platforms and systems in the hope that using technology to understand customers will help them with their knowledge void. CEX #CRM #Customer Click To Tweet.
How Call Lifecycle Details Help Increase Customer Satisfaction
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
5 Great Customer Experience Automation Cases
Lumoa
FEBRUARY 13, 2020
Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.
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