Tue.Mar 24, 2020

What CX Leaders Can Predict in a Crisis

Experience Investigators by 360Connext

It feels a little tricky to try to predict anything these days… but I’m going to ask you to try. Knowing how much uncertainty is out there, it can be tempting to throw up our hands and say our customer experience is on hold indefinitely. But of course, that’s not the case. Your customer experience happens whether you are planning it or not.

Expert Insights: The CX of Everyday Things


Little Things Make a Big Impact on CX It’s the little things that make the biggest difference in customer experience. Dave Fish, CEO of CuriosityCX, outlined a series of 3 “little” things that make a big impact on CX: 1. Words Matter The words you curate to connect with your customer can be the make. View Article. General

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How To Direct Your Customers During the Coronavirus Pandemic


Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic. Read More. Jacada Blog

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How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week One)


Let me start by saying this: Like most of us who share a C-suite title, we believe we are good leaders. Over 25 years of practice, I have learned a lot about leadership and I have also made my share of mistakes.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

How SMUD Uses Customer Insights to Accelerate Product Innovation

Vision Critical

For SMUD , a community-owned, not-for-profit electric service provider in Sacramento, California, supporting carbon emission reduction in the environment is a priority. That’s why the organization is constantly innovating and exploring ways to encourage its customers to convert their current energy systems from gas to electricity. Product Innovation

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Amazing Business Radio: Mathew Sweezey


Marketing and the Customer Experience. How to Craft Your Marketing and Experience for Today’s Customer. Shep Hyken interviews Mathew Sweezey. They discuss his new book, The Context Marketing Revolution: How to Motivate Buyers in the Age of Infinite Media , in addition to strategies for contextualizing marketing and how it affects the customer experience. Top Takeaways: Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences.

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Managing B2B Customer Lifecycle Stages


Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. This breakdown helps turn the sprawl of an ongoing customer relationship into a series of clearly defined stages that ensure every action you undertake is aligned with generating customer value.

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Who benefits from an AI-powered knowledge base?


In my previous blog , I took you through the key characteristics of a true AI-powered knowledge base.

Remarkable HR Storytelling especially matters in Extraordinary Times

One Millimeter Mindset

Today I’m giving a shoutout to the remarkable HR storytelling I’m reading on LinkedIn. After all, who else but human resource professionals understand how best to drive employee engagement and workplace wellbeing? Even when the workplace becomes virtual and home-based. What’s important about the stories CHRO’s and managers share are that these stories are simple stories, human stories. About employees doing what is best to serve each other and customers.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

When values are clear, decisions are easy

Customer Enthusiast

Nearly every sophisticated organization has gone to great lengths to craft a mission, vision, or purpose statement together with a set of guiding principles or values to direct its course, during good times and bad. Even so, in both my formal and informal employee polls (at all levels of the organization), most cannot recall these […]. The post When values are clear, decisions are easy appeared first on Steven Curtin. Customer Service Employee Engagement Enthusiasm at Work!

The Evolving Food Delivery Market


Consumers are embracing the Evolving Food Delivery Market – especially as COVID-19 continues to spread. And food chains and eateries are scrambling to fill orders, as long as they can stay open. Today’s fast-paced society requires businesses to constantly evolve in order to meet the demands of consumers. Restaurants must realize this dog-eat-dog mentality, or face landing belly up as technology and the economy threaten to leave empty chairs at empty tables.

Dispatches from Centercode’s #Remote Offices: John, Hilary, Matt, and Diego


Feeling the distance? We feel it, too. In light of the Covid-19 pandemic, we Centercoders have packed up our desks and taken shelter at home as we, like the rest of the world, ride out these bizarre times. While we are and have always been fully equipped to take our show “on the road,” the transition from a lively and bustling open office to our homes has taken some getting used to. But the Centercode Team is nothing if not adaptable.

The Uplight “Upsite”: Employee Meeting in the Time of the Novel Coronavirus


When Uplight was founded this summer, one of the first things that we knew we wanted to do was to bring everyone together to chart the new Uplight Way. The planning squad selected Colorado Springs for around 350 employees from India, Boston, Vancouver, Seattle, Boulder, Denver, Washington DC, and more places to convene. Our flights, Read More. The post The Uplight “Upsite”: Employee Meeting in the Time of the Novel Coronavirus appeared first on Uplight. Uplight News

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

You can expect a rise in customer frustration and significant increases in escalations to supervisors right now. Here's help.

Myra Golden

My roller bag is stowed away like winter sweaters. But the work continues. This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. You can expect a rise in customer frustration and significant increases in escalations to supervisors.

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Keep Your Business Afloat: How to Launch and Promote a Gift Card Program During COVID-19 Slump


Around the country, small businesses are faced with the incredibly challenging decision of whether or not to remain open. Fivestars data shows a 70% decrease in foot traffic across our network of 14,000 businesses, as many U.S. states have begun mandating that “non-essential” businesses stay closed. As small business owners reconsider their business models during […].

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Three Fitness Businesses Connecting with Customers During COVID19


Last week we announced the Stay Safe Page feature. It's a temporary feature which can give your members points for whatever you like, once per day, powered by the honor system. You can turn it on in your advanced settings. new features COVID19

4 Reasons Hierarchy Can Help CSMs and Their Customers


4 Reasons Hierarchy Can Help Customer Success Managers and Their Customers. This is a guest blog post by Polly Goss, Director of Partner Success at Stellic. . Hierarchy and injustice can often be seen to go hand in hand. Even the word hierarchy can instantly make people feel uncomfortable, turned-off, or even angry. People that constantly pull rank can be the killer of creativity and innovation, and make any work environment toxic.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Enable Customers to Redeem Points at Home During COVID19 with Solution One Partners


Retaining members during this challenging time is everyone’s top priority. Solution One Partners would like to help Perkville clients by providing their rewards platform for two months at no charge or obligation. This offer is only available to new Solution One Partners customers. With their program, your members can redeem their points for deals on products and services outside the gym or studio (at no cost to you if you choose), including: COVID19 solution1

6 Digital Marketing Trends Shaping Customer Experience

Smarter CX

In the Experience Economy , customers are driving innovation, and digital marketers are challenged to capture a customer’s attention as soon as they can, and hold it — as there’s always another marketing message on the horizon. Thus, marketers need to stand out, but how can they? Data, making use of emerging technologies, content, and customer-centricity all play huge roles in these 6 digital marketing trends that are reshaping the customer experience in 2020.

How to Use Bizagi and RPA to Achieve True Digital Process Automation


Robotic Process Automation (RPA) is increasingly being used by businesses to carry out basic, repetitive tasks that would ordinarily be carried out by humans, such as form-filling and calculations. With its promising ability to increase operational efficiencies, many organizations are already using the automation technology.

9 Companies That Outsource Customer Service

Magellan Solutions

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Think of it this way. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together. The better the service quality, the stronger the connection will become.

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.

How to Use LinkedIn Sales Navigator to Build Better Lead Lists


You already know that good lead lists are the key to successful sales. In the B2B world, finding, learning about, and contacting the best possible leads is crucial to success. Running B2B outbound sales can be tough — your audience is likely used to receiving unwelcome cold emails and being inundated with pitches. LinkedIn Sales […]. The post How to Use LinkedIn Sales Navigator to Build Better Lead Lists appeared first on Genroe. B2B Marketing Lead Generation

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Employee satisfaction strategies from EX leaders


In 2019, 46 per cent of the global workforce did not experience the behaviours of a great workplace. Savour that number a moment 1. Forty-six per cent. Nearly half of the world’s workers. Employee experience

4 Keys to Successful Customer Communication in the Coronavirus Era


The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe. The sudden influx of physical distancing, the (hopefully temporary) shuttering of businesses, and general unease about the virus have all reshaped how customers interact with brands virtually overnight. On top of all of that, it’ll be at least a few months before any sort of normalcy is restored.

How to turn a toxic workplace around


A toxic workplace can drag on your employee experience, make your staff unproductive, unwell and headed for the door. With 300,000 Kiwi employees (11 per cent of workers) saying they have experienced discrimination, harassment or bullying at work in the last 12 months 1 , toxic workplaces are real and a problem in New Zealand. Employee experience

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.