Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Heart of the Customer

OCTOBER 29, 2020

Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […].

B2C 120

B2C Loyalty Strategy Customer Experience 120

Second to None

OCTOBER 29, 2020

The pandemic has been a catalyst to new consumer behaviors and expectations. Brands in all industries have had to pivot their business models to match these new expectations. . The problem is, even with the needed adjustments, many businesses are still seeing customer churn — and they don’t know why. And it’s even more important than ever to track the customer experience at every touchpoint, to make sure customers are feeling safe and aren’t putting in too much effort to interact with your brand

Measurement 118

Measurement Customer Experience Consumers Brands 118

Zeisler Consulting

OCTOBER 29, 2020

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became: Isn’t the goal of CX, to a degree at least, to drive support out of business?

ROI 81

ROI Feedback Customers Groups 81

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

dscout People Nerds

OCTOBER 29, 2020

When the pandemic hit, Pluie they knew it was an opportunity to help their users more than ever. That’s why they turned to dscout. .

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Ecrion

OCTOBER 29, 2020

1. Communicate Often | 2. Don’t Leave Anyone Behind | 3. Build Strong Relationships | 4. Be Approachable |. 5. Internal Communication System | 6. Set Clear Goals | 7. Always Strive to Engage. Establishing a strong level of communication with your employees is crucial when optimizing your productivity. In fact, it’s been proven time and again that employees who have a strong relationship with their superiors work harder on average.

Communication 76

Communication Examples Engagement System 76

PK

OCTOBER 29, 2020

Achieving consumer loyalty on-demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. Despite the high levels of uncertainty […]. The post Webinar recap: Loyalty on-demand appeared first on PK.

Loyalty 75

Loyalty Consumers Brands Customers 75

Feedbackly

OCTOBER 29, 2020

The role of banks as the mediator between people and their financial needs have only amplified in the recent past. But, as much as. Source.

Banking 75

Banking Financial Customer Satisfaction Feedback 75

Eptica

OCTOBER 29, 2020

Date: Friday, October 23, 2020 Author: Pauline Ashenden - Demand Generation Manager How to build a collaborative contact centre with Microsoft Teams. Published on: October 23, 2020. Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located.

How To 56

How To Customer Centricity Trends Communication 56

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

Confirmit

OCTOBER 29, 2020

Register to watch the webinar for your region. Australia. North America. Europe. In its quest for efficiency and speed, Userneeds has developed a unique approach that puts clients in the driver’s seat of their studies. By tapping into the power of digital and DIY, Userneeds has seen unsurpassed turnaround time and incredible client success, while cutting costs.

Analysis 52

Analysis Study Innovation Report 52

kommunicate

OCTOBER 29, 2020

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than the contact forms or communicating through emails. A market bustling with customers who seek a new service or product every day makes their work easy. But in case [.]. The post How to Add Live Chat to Your Tumblr Website appeared first on Kommunicate Blog.

How To 52

How To Communication Marketing Customer Experience 52

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. I shared practical customer experience takeaways and how to’s. If you missed the event, no worries as I have posted a recording below.

Employee Engagement 52

Employee Engagement Customer Experience Design Customer Experience Management Tips 52

Interactions

OCTOBER 29, 2020

When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for her writings on the topic.

Customer Care 48

Customer Care Self Service Wait Times System 48

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Tips

Forrester's Customer Insights

OCTOBER 29, 2020

Marketing leaders should embrace the new reality and look for ways to adapt their current approach to in-person events, while exploring ways to innovate their virtual event experience. They also need to pay attention to the underpinning infrastructure and integrate teams, processes, and technology.

Innovation 58

Innovation B2B How To Technology 58

CSM Magazine

OCTOBER 29, 2020

Companies that lead in customer experience outperform those who don’t by an impressive 80%, while 84% of companies that make efforts to improve their customer experience enjoy a significant increase in their revenue. In the era of ubiquitous connectivity, customers are more spoiled for choice than ever, with an eager competitor ready to fill the gap left behind by lax organisations, at just a click of a button.

Technology 45

Technology Customer Experience CRM Analysis 45

Forrester's Customer Insights

OCTOBER 29, 2020

In 2020, digital shifted from nice-to-have to must-have. In 2021, companies will accelerate their digital transformation with a focus on customers and what, where, and how to serve them.

Company 51

Company How To Customers Customer Experience 51

Strikedeck

OCTOBER 29, 2020

Vincent Manlapaz, in an interview with Tyler Wonderlic shares his thoughts on the importance of an organization’s CS core values, its purpose, and its impact on a business as a whole.

Customer Success 40

Customer Success Customer Engagement Engagement Customer Experience 40

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Oracle

OCTOBER 29, 2020

Halloween 2020 will be unlike any other, but the good news is there will be just as many treats as tricks. This year, retailers are rising to the occasion, creating a frighteningly great customer experience. Here are 3 Halloween ideas brands put in place for a spooktacular season. Brand-approved safety planning. Will consumers be too spooked to celebrate?

Retail 40

Retail Consumers Survey Video 40

Waypoint Group

OCTOBER 29, 2020

“How hard could it be… it’s just a survey, right?” I often hear this sentiment. Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to be done in a B2B context. Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company? If so, you’re not only wasting an opportunity to effectively engage customers and truly understand what’s working well and what needs improvement, but

B2C 40

B2C B2B NPS Survey 40

Maru Group

OCTOBER 29, 2020

Small business is the beating heart of the Canadian economy. Seven in ten people in the private labour force are employed by small businesses, and these organizations generate 38% of the nation’s gross domestic product (GDP). Yet these companies are facing incredible stresses and strains as they struggle to weather the COVID-19 pandemic. We convened a roundtable of B2B company business leaders from a variety of organizations that are focused on supporting Canadian small businesses.

B2B 40

B2B Study Consumers Sales 40

CSM Magazine

OCTOBER 29, 2020

Customer obsession as a guiding principle can help make the difference between a business that gathers momentum and one that spins its wheels. It’s something that Amazon founder Jeff Bezos puts at the top of his list of founding principles – and other successful businesses have emulated his approach. So exactly how can a new business cater to customers, and thereby secure their loyalty in the long run?

Customer Service 40

Customer Service How To Social Media Culture 40

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Training

XMplify

OCTOBER 29, 2020

It's no surprise that the impact of COVID-19 has been both wider and deeper than many people anticipated. the lingering effects on the national and global economy, public health and society will be profound and long-last.

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CSM Magazine

OCTOBER 29, 2020

Slip and fall accidents are common, especially in work environments. They can triggered by different things, including carelessness and employer negligence. Either way, when properly followed up, victims can be compensated for their pain, suffering, injuries, and other damages. However, it is necessary to tread carefully when you have a role to play in the accident.

Insurance 40

Insurance Examples Measurement Knowledge Base 40

Forrester's Customer Insights

OCTOBER 29, 2020

Employee experience in 2021 will be defined by long-term remote work and crisis management. Success will depend on the strength of an organization's employee experience strategy and technology investments. Learn more.

Employee Experience 49

Employee Experience Technology Strategy Management 49

Knowmax

OCTOBER 29, 2020

Charismatic leadership: the foundation to a concrete organization.

Leadership 52

Leadership Knowledge Base Software Management 52

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

Forrester's Customer Insights

OCTOBER 29, 2020

We’re more than 6 months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious. The good news: you’ve made it possible to hang on to distanced and digitally-enabled versions of holiday cheer. Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it […].

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Customers How To Customer Relationship Management User Experience 45

Knowmax

OCTOBER 29, 2020

Customer knowledge management- twiddling paths for CRM and KM.

CRM 52

CRM Management Customers Software 52

Forrester's Customer Insights

OCTOBER 29, 2020

My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials. We’re building a body of research, but we’ve decided to share a few things along the way.

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Healthcare Connections Customers 42