Tue.Jun 30, 2020

The Value of CX: Why We Need To Start Talking About NPS Again

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

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How to optimize the customer journey with the voice of your customers

iPerceptions

As recent events have shown, the ability to rapidly adapt customer touchpoints and build out new customer experiences is a significant advantage. Customer Experience Voice of the Customer

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Servicing Customers In Today’s Climate

Strikedeck

Keri talks about how to guide and engage clients in today's climate. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

3 Ways to Balance Between Acquisition and Retention

Lumoa

Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS

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Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener

Calabrio

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact.

How to Run a Voice of the Customer (VoC) Program

GetFeedback

Simplified CX YouTube series episode on how to run a successful VoC program. Videos

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Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

How to Use the Customer Satisfaction Score (CSAT) Metric

GetFeedback

Simplified CX YouTube series episode on how to use the CSAT metric. Videos

3 CX Influencers on Solutions to 2020’s Challenges [SAP SAPPHIRE NOW RECAP]

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring.

Automated field service scheduling: the power of Computer Vision AI

TechSee

Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

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Do You Know How to Cure Your Zoom Fatigue?

The DiJulius Group

Find out how to prevent Zoom fatigue and be the most productive version of yourself while immersed in a new work from home lifestyle.

STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS

inQuba

The Limitations of Journey Mapping for Customer-Obsessed Brands. The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them.

3 Communications Strategies to Use During a Crisis

Totango

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value.

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand.

Targeting Hit or Miss Storytelling Yields Hit or Miss Clients

One Millimeter Mindset

Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. So you do not have to think about a thing!

The future of discretionary spending

Hero Digital

Discretionary spending has taken a hit since the start of the COVID-19 pandemic — whether that hit is driven by circumstance (limited spending opportunities), choices (preparation for uncertainty), or necessity (loss of income).

How will the Future of Work be Shaped after COVID-19 : 8 Work Trends To Expect

SurveySparrow

The COVID-19 crisis came as a sudden blow to the business world and has left many organizations still grasping at straws.

Juneteenth at Uplight

Uplight

In light of the powerful and overdue global human rights movement, Uplight observed Juneteenth, also known as Emancipation Day or Jubilee Day, last Friday (June 19th). Juneteenth celebrates black freedom and achievement while encouraging continuous self-development and respect for all cultures.

The Secret to Higher Amazon Star Ratings

Centercode

With hundreds, sometimes thousands of products to choose from, Amazon star ratings and reviews are one of the most common and reliable ways for consumers to make buying decisions and feel confident in their choices.

Best Product Onboarding Process Tips

ClientSuccess

Let’s step into the customer’s shoes for a minute: you’ve just completed a long (sometimes years-long!) sales process and are finally ready to get started with a new solution across your organization. And then, you hear the dreaded word onboarding.

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5 Benefits of a B2B Customer Self Service Portal

Vanilla Forums

Providing your customers with a customer self service portal is hugely beneficial in the B2B world and empowers your customers by giving them the tools to help themselves. As such, providing a customer self service portal as a part of your customer service strategy is crucial to success.

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The 10 requirements of magnificent customer journey mapping

MyCustomer

Engagement The 10 requirements of magnificent journey mapping

CustomerCount co-sponsors Resort Trades Town Hall

Customercount

Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading experts in sales and marketing, Shari Levitin and Ron Roberts.

Data analytics provides certainty in a time of uncertainty

Perceptive

COVID-19 has rocked the business world. Priorities have changed and consumer behaviours and attitudes have shifted. Business has slowed; budgets have tightened. The consensus: now is not the time for assumptions and ineffective spending. It’s time for smart, evidence-based decisions.

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Watch the New Uplight Video!

Uplight

We at Uplight think that video is the best way to tell a story, and are very excited to release a new video about how Uplight powers the customer energy experience and motivates utility customers into action. Check it out here. The post Watch the New Uplight Video! appeared first on Uplight.

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CustomerCount sponsors Resort Trades Town Hall

Customercount

Innovative Sales and Marketing is the subject for the second interactive Resort Trades Telephone Town Hall on July 16 at 1:55 ET. This complimentary virtual event features two of the industry’s leading proponents in sales and marketing, Shari Levitin and Ron Roberts.

Data integration is the easiest way to gain a holistic view of the customer experience

SMG CX

As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures.

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What Type of Questions Are on the Leadership Test?

CSM Magazine

Are you being considered for a promotion in upper management like managerial, supervisory, or administration? Perhaps you’re already in upper management but you’re aiming for greener pastures in another company?

How to reimagine your customer experience in a time of change: Your first six steps

MyCustomer

Loyalty How to reimagine your CX in a time of change

Another 10 Great Ways to Increase eCommerce Traffic

Fox Metrics

You could have the most amazing eCommerce site with the best quality items at great prices , but if you don’t have a decent flow of website traffic, you will probably not be successful.

CX Do’s and Don’ts in Retail Industry

Feedbackly

The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have. Source. Insight business customer service problems customercare customerexperience cx happycustomer retail

Las Vegas Rebrand is Masterful Marketing

NetBase

Brand differentiation is the name of the game and this is particularly true when it comes to destination marketing. The strategic thinking behind the Las Vegas rebrand is a study in masterful marketing. And it’s something other destinations – and brands struggling to stand out – should take note of!

How To Generate Documents From an Oracle Database

Ecrion

In any organization, a database plays a crucial role in holding and managing an entire organization’s data from various functions or departments. With this data in place, organizations and businesses of all sizes can create an array of documents.

Why CX has become more religion than strategy - and why that's a problem

MyCustomer

Loyalty The problem with CX swapping strategy for religion