Wed.Jan 15, 2020

CX Consulting 101: Mobilize Your Employees to Deliver Better CX

Strativity

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.

How can ratings + reviews be leveraged to increase revenue and prove ROI?

SMG CX

In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering. CX Programs Social CX Omnichannel

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The Rise of The Human Relationship Debt Crisis

The DiJulius Group

5 Quick Tips To Help You Make Price Irrelevant 1. Featured Article The Rise of The Human Relationship Debt Crisis Is it a good thing that more and more businesses are offering non-human contact options?

Tips 71

Interview With CX Ambassador Myshka Sansoin

GetFeedback

Interview with CX Ambassador and expert Myshka Sansoin of BRP. She reveals her successes, challenges, and pains from her many years in the CX industry. Articles

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Your Emergency Response Plan—Be Prepared

ShepHyken

One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic.

More Trending

Opentalk 2020: Apply Now to Be a Speaker!

Talkdesk

Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level?

Introducing: Ask The Customer Service Trainer

Customers That Stick

As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.

Branding Win: Popeye the Sailor Man Prefers Chicken

NetBase

What do you get when you cross powerful brand marketing with live television? A viral marketing moment where you see all of your targeted social listening pay off. For example, did you know that Popeye the Sailor Man prefers chicken now?

Developing Sales Mindset Is The Secret To Uncovering Opportunity and Selling Success

Integrity Solutions

There’s someone on your team who really should be making quota, but they aren’t. It’s within their reach, you think, if only they’d increase their sales activity. In fact, their low level of activity is only a symptom of the problem.

Sales 71

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

CUSTOMER SERVICE TRENDS FOR 2020

Helpware

2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020: #support Ask Experts #customer_experience

AI, CX, and Conscious Consumerism: The Biggest Trends at 2020’s NRF Show

Brandwatch CX

React

4 ways to differentiate with superior email customer service

Eptica

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues.

Squad Spotlight: Rachel Smith

Uplight

Every month I interview an Uplight employee to get to know more about what they do at Uplight and why they love working here! This month I talk to Rachel Smith about her work. What do you do for Uplight? I am a Senior Software Engineer on the Orchestrated Energy pod. I architect and write Read More.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

What Is CART Transcription and Why Is It Important?

CSM Magazine

Most people are already familiar with sign language interpreters because we see them in events and television shows. But have you ever encountered a CART screen?

CX Consulting 101: Mobilize Your Employees to Deliver Better CX

Strativity

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.

15 Ways A Growing Business Can Retain Engagement With Its Customer Base

Optimove

“Scaling up is always a pain point for a growing business. As customers, we love our neighborhood grocer, because he knows exactly what we like and what to recommend. But he has only hundreds of customers.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

5 Governance, Risk and Compliance Automation Templates You Can Use Right Now

Bizagi

Less than three-quarters (69%) of organizations are leveraging technology to support their compliance initiatives. But if you digitize Governance, Risk and Compliance (GRC) with process automation, you can avoid missteps in compliance, saving time, money and stress for everyone involved.

CXNext Live: 3 Resolutions to Evolve CX in 2020

Bold360

A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live.

CX Lessons from 5 Thriving Industries

CX University

We all understand that having a great customer experience (CX) affects everyone as customers, and an exceptional CX drives revenues and growth.

Turning Customer Complaints to Customer Loyalty: Challenge #4 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fourth challenge, Turning Customer Complaints to Customer Loyalty.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

NRF 2020 Recap: Retail Experiences Re-envisioned

Think Customers

The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to produce a fluid, personalized experience.

Aligning Leadership and Service Performance: Challenge #5 of 5

Up Your Service

Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.

Get Your Bank Ready to Measure CX in 2020

PeopleMetrics

2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1. Is NPS the right metric?

“What is Excellence?” Ron Kaufman on Excellence as Momentum, not a Position

Up Your Service

Transcript of What is Excellence?”, ”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. Now, some of you are saying, “Excellence has to be Unbelievable.” ” The rest of you are saying, “No, no, no.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.