Mon.Jun 17, 2019

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

3 ways to drive customer loyalty + business outcomes with customer case management

SMG CX

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong. Products + Technology CX Programs

Why Investing In Good Customer Service Will Boost Your Business

CSM Magazine

Overlooking the importance of exceptional customer service is a grave mistake to make in the business world. It takes many good experiences to earn the trust of a consumer.

Customer Experience Trends by MaritzCX CEO Mike Sinoway

MaritzCX

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 260

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

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Using Quality Management Analytics to Elevate the Customer Experience (CX)

NICE Systems

Many companies underestimate just how much the customer experience on digital channels matter. And as much as I hate succumbing to any of the Millennial stereotypes (thank you in advance, Generation Z for joining the workforce so everyone can talk about YOU now), I avoid talking on the phone as much as I can. Short of breaking up with someone, I communicate most everything over text and email.

How Social Media Platforms for B2B Marketing Actually Work

Genroe

Some people believe that social media is a B2C game. That’s it’s all cute cats, charity hashtags and artsy pictures of Sunday brunch. They couldn’t be more wrong.

Don’t Know Where to Outsource? Why The Philippines is a No-Brainer

Magellan Solutions

Are you facing the dilemma of deciding where to outsource some of your non-core business activities? The technological revolution that has been taking place allows for the growth of industries around the world.

Is Your Own Management Stalling Your Customer Experience Transformation?

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Forbes. It appeared on the Forbes site on November 14, 2018. I've made some slight modifications since then, as it turned into a two-part series. This is the second in that series; the first part can be found here.

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

5 Steps for Effective Small Business Reputation Management

ReviewTrackers

A small business is defined as an organization that employs 500 people or less. Surprisingly, small businesses are responsible for over 50 percent of the jobs in the United States, and there are over 22 million small businesses currently active in the economy.

5 Ways Agent Assistants Will Reduce AHT and Improve Customer Experience

Talkdesk

A few days ago, before commuting to work, I received a notification. Heavy traffic on the way to the office, delays up to 10 minutes”. I rushed to grab my bag, hopped in my car and immediately asked my virtual assistant to give me the best route.

Summer Reading for Designers: 8 Books for Creative Insight & Inspiration

Truthlab

Whether you’re planning on a vacation or staycation, summer may be the perfect time to catch-up on your reading. Immersing yourself in a thrilling mystery, riveting Sci-Fi, fantasy or graphic novel is all well-and-good, but you may also enjoy gaining insight into design theory.

How Can You Assure Voice Quality When You Move to the Cloud?

Cyara

The contact center has become the turning point for digital transformation in the enterprise. Companies must now compete by delivering innovative, flawless customer experiences.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

5 Ways to Align Better With Clients Through Joint Account Planning

ClientSuccess

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. Whether that revenue comes from an upsell, cross-sell, expansion, or something else, it’s still new revenue attributed to the customer.

The 4 Secret Strategies To Improve Customer Experience Of Your Retail Store

Survaider

Have you ever wondered why some retail stores are so successful in persuading their customers to buy more than their requirements? Customer Experience

What Should Your Customer Service Team’s Coaching Sessions Focus On

PlayVox

Is your customer service team representing your business to a high standard? Are your agents leaving consumers satisfied enough to stay loyal and recommend your products / services?

Three Things that Drive Me Mad At Restaurants

Beyond Philosophy

As I often tell my audiences, I am blessed and cursed. I am cursed with the fact that I can’t have a Customer Experience without analyzing it and defining what they should do differently. But I am also blessed, because my Customer Experience knowledge has fed my family for 20 years!

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.

Brands Missing Out on Segments by Misunderstanding Slang

NetBase

Many brands are ‘living their best life’ these days thanks to social media, while others are left languishing and wondering why they can’t connect.

What will happen to consumer rights after Brexit?

Helen Dewdney

Brexit and EU consumer law. As of today Brexit is still a mess! No final decisions have been made about anything. The future of EU consumer law in the UK. EU law continues to apply until the UK leaves the EU.

What Should a Good Survey Report Include?

Survicate

The post What Should a Good Survey Report Include? appeared first on Survicate. Best Practices User feedback

5 ways investing in the patient experience can have financial impact

SMG CX

The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. CX Programs Healthcare

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How to Make Surveys More Fun to Answer

Survicate

The post How to Make Surveys More Fun to Answer appeared first on Survicate. Best Practices User feedback

Crazy for You

The DiJulius Group

This guest article is brought to you by Tami Evans, speaker at the 2019 Customer Service Revolution. We stood on the corner of 53rd and Columbus, after a super swell summer night of inner-city rambling.? “Ok, Ok, well…? Night!”

Tendril Acquires FirstFuel

FirstFuel

I am thrilled to announce Tendril’s acquisition of FirstFuel. The move, combined with our previous acquisitions of EEMe and EnergySavvy, makes Tendril the single source for utility customer experience and engagement solutions to North American utilities and their residential and business customers. FirstFuel is a terrific fit for the type of company we are building. They have great technology, cultural value alignment and success delivering to utilities.

The Impossible Burger Boosts Foot Traffic at Burger King by 20%

Gravy Analytics Lead Intelligence Blog

Burger King recently completed market trials for it’s Impossible Burger – a plant-based meat substitute that appears to “bleed” InMarket Insights estimates that foot traffic to participating Burger King stores – all in the St.

Data 71

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.