Mon.Nov 16, 2020

Good CX Principle #3: Take on the stress

Zeisler Consulting

Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here , and parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? Forget that our jobs would not exist without Customers, of course, but that’s part of the joke.)

Data Lakes: Navigating Storage and Analytics in Cloud Contact Centers

NICE inContact

A data lake is a repository for storing massive amounts of raw data in its native form, in a single location.

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Lippert Components fueled innovations using GetFeedback


After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas. Customer Stories

6 Habits of Organizations with Successful Remote Support


It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Are You Delivering Great Customer Experiences?

Wired and Dangerous

Amex reports that US consumers say they’re willing to spend 17 percent more to do business with companies that deliver excellent service. Connect with one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few.

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7 Review Acquisition Strategies to Boost Customer Success



5 Top Customer Service Articles For the Week of November 16, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga.

How to prepare your call center for holiday shipageddon


2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared.

2020 CEP Award Nominations Open


It has been announced that nominations will open for the 2020 Customer Engagement Professional (CEP) Award on December 1, 2020 and close on January 14, 2021. The post 2020 CEP Award Nominations Open appeared first on CustomerCount.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

2020 Black Friday & Cyber Monday: Tips and Best Practices for Landing in the Inbox This Year


Fun fact: this year, marketers will find it harder to get into their family Thanksgiving dinner than into their subscribers’ inbox (thanks to the CDC’s recommendations for continued social distancing through the holiday season).

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Contact Center Digital Transformation Strategy


This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.”

How to avoid the damaging problem of customer experience dissonance


Voice of the Customer How to avoid the dangers of CX dissonance

360 Degree Feedback Examples: Process & Benefits


One of the most powerful things any community can do to improve themselves is to give and receive honest feedback. When we live together or work together, we notice things about each other. Often, there is no structural support to communicate these insights.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer Journey Mapping for B2B Organizations

CSM Practice

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

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Use Company Values to Power Employee & Customer Experience


As this absolutely crazy year winds down, it’s time to ask the question “what great things has 2020 brought to your business?” You didn’t expect that one, did you?! We think one standout opportunity is aligning your core corporate values with your employee experience and your customer experience.

Mobile Commerce Projected to Represent 54% of Online Transactions by 2021

Think Customers

What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be prepared?

‘Tis the Season for Change

Chadwick Martin Bailey

Impact of Shifting and Alternative Payment Options. The leaves are turning, the temps are cooling (I’ve already had the first snowfall of the year), and I’m about to replace the Halloween candy with Holiday cookies!

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

The guest journey in 2020: A crucial tool to adapt your guest experience


Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case scenario. […].

How Conversica Optimized Their Renewal Management Process Using Gainsight


Everyone understands how critical renewals are to your business.

CCM-CX Integration Strategy – Why You Need One and What to Include


Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX). Integration Customer Experience Customer Communications

How Adobe Analytics Drove 343% Higher Adoption with a Pale Blue Dot


This is part 10 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Throughout this series, we’ve used retro gaming to explain product-led growth and product analytics.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Can sinking customer survey response rates ever be revived?


Voice of the Customer Can sinking survey response rates be revived

How Launched a Tiny Feature That Increased Visits 40%


This is part 11 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Today, in our quest to retire every video game reference possible as we explain our retro gaming-themed user summit, Pulse for Product, we have a special treat.

How SaaS companies can improve their Customer Experience (CX)


Some of the best SaaS companies have achieved long-term success because of their obsession with the customer experience (CX). I mean, think of Amazon (US) and Uber. These companies are practically pioneers in the field of CX and look where’s it gotten them.

How to Create a Best-In-Class Free Trial Experience


This is part 12 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. At the dawn of video gaming, California-based Atari was on top. For nearly its entire golden era, the company succeeded with very little intentional marketing. .

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.