Tue.Jul 16, 2019

How to Turn Customer Experience Strategy into CX Execution

Experience Investigators by 360Connext

Let’s Talk CX Strategy. Do you know your customer experience strategy? Do you know how this strategy is being translated into the everyday actions and behaviors of your employees?

Why You Should Focus on Nurturing the Customer Relationship

Totango

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

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How to Ask for a Customer Reference (and actually get one)

Strikedeck

David shares how he built an award winning CS team, by developing an effective customer health score. Customer Success Customer customer journey Customer Service

One Giant Leap is Necessary to Improve Your CX

MaritzCX

Your Complete Customer Engagement Handbook

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

10 Reasons to Locate Your Contact Center in the Friendly North

BlueOcean

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north.

More Trending

Show Patients You Care: A Case Study on Customer-Needs-Driven Design

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

5 Key Emotions to Ensure Customer Loyalty

NICE inContact

We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live in a world that increasingly relies on technology, but we believe this only emphasizes the qualities that are particular to human communication, not replace them. The connections between customer experience and loyalty are clear. Let’s take a closer look at the actual emotions that inspire loyalty.

Amazing Business Radio: Cameron Mitchell

ShepHyken

“Yes” is the Answer; What is the Question? Putting People First to Achieve an Exceptional Customer Experience. Shep Hyken interviews Cameron Mitchell, Founder and CEO of Cameron Mitchell Restaurants. They discuss Cameron’s customer service philosophies and his new book, Yes is the Answer!

Qriously Launches Beta Survey Design Tool

Brandwatch CX

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How to Create an Exceptional Customer Experience

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

How to Respond to Negative Reviews on Glassdoor (with Examples)

ReviewTrackers

Reviews

Easy Steps to Optimise your Homepage for Lead Conversion

Genroe

What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about.

B2B 75

The Surprising Effect of Choice Architecture on Your CX

Beyond Philosophy

I live in Sarasota, Florida, and recently, there have been some interesting changes to the public benches. Halfway along the seat, there are armrests. At first, I thought it was to make them more comfortable than they were without an armrest in the middle.

Intelligent Automation, Mobile, and Customer Support for Millennials and Generation Z

UJET

UJET’s Connor Sutton, Team Lead of Customer Success, participated in Destination CRM’s Digital Transformation: From Call Centers to Customer Engagement Centers webinar. His section discussed the need to intelligent automation and how customer support must look at mobile as a primary channel.

Forget CX: Measure "Ease of Doing Business" Instead

Speaker: Curtis Bingham, CEO, Chief Customer Officer Council

Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.

Can customer emotion intensity be linked to business metrics?

MyCustomer

Voice of the Customer. Can emotion be linked to business metrics

CSM from the Trenches: Mentors – Nina Wilkinson, Director of Customer Success, AspireIQ

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

How to Respond to Negative Reviews on Glassdoor (with Examples)

ReviewTrackers

Reviews

What is Call Center Performance Management?

Talkdesk

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Why You Should Focus on Nurturing the Customer Relationship

Totango

The digital transformation of business has created a customer-centered economy where customers seek short-term commitments and value choice, flexibility, and personalized service. This has irrevocably changed how enterprises need to approach customers.

Why QA is Essential for Customer Experience

Hero Digital

In the current customer experience (CX) landscape, companies are aiming to create emotional brand connections with customers. But experiences can’t be meaningful if they aren’t frictionless. To achieve that standard, it’s important that companies don’t forget the importance of quality assurance (QA).

Six Common Mistakes Almost Everyone Makes In Quality Monitoring In Contact Centers

Myra Golden

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. One way I do that is by teaming up with the company’s Quality Assurance team.

Are you getting these 3 critical things from your customer feedback?

Centercode

When it comes to soliciting pre-release customer feedback, most teams focus on one thing: bugs. Understandably so – a buggy product in a competitive marketplace is kryptonite to a successful launch.

Customer Experience Management: A 3-Legged Stool

In today's business world we know that customer experience management has a huge impact on satisfaction levels, customer loyalty, and even profit. But there's more to it than just customer service - learn more about the 3 legs of CEM.

The Five New Building Blocks Of Customer Experience Success

ForeSee

By Ryan Hollenbeck, Senior VP, Verint. This post was originally published at the Forbes Communications Council. Successful brands often have something in common: They exceed customer expectations. If you ask me, CX Best Practices CX Strategy ROI of CX

How to Ask for a Customer Reference (and actually get one)

Strikedeck

Adam proposes recommendations on how to ask customers for a reference. Customer Success Customer customer journey Customer Service

Gainsight PX vs. Mixpanel: 10 Advantages of Gainsight PX

Gainsight

The daily life of a product manager is busy—you don’t have time to waste on software that doesn’t fit your needs. Especially when you consider how much time and resources get put into evaluating, implementing, onboarding, and navigating change management.

5 Best Social Listening Tools for Agencies

NetBase

Agencies have very specific social listening needs and require specific tools – both for their own business and for the brands that depend on them. To help them succeed, we’ve created this short list of five best social listening tools for agencies!

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How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

By the Numbers: Benefits of Getting Customer Experience Right

CustomersFirst

Customer experience has been growing rapidly in the last few years because it is one of the most significant ways to differentiate your brand in this increasingly competitive market.

Easy Steps to Optimise your Homepage for Lead Conversion

Genroe

What is the aim of your homepage? Conversion and education are key points to optimise your homepage in B2B marketing. But you need to be realistic and think about why people may visit it. The most likely reason is to gain a better understanding of what your business is about.

B2B 52

You Need A Design System — Here’s Why

Forrester's Customer Insights

A recent study on design maturity from InVision revealed something really interesting: that design team size is not predictive of a design team’s maturity. That is, it’s possible to dedicate a lot of headcount to design but still see limited benefits on business outcomes.