Tue.Nov 17, 2020

CX surveys: Part art/part science

Customercount

It is essential to ask the right customer experience (CX) survey questions – and use the best customer feedback management platform to manage the process. . The post CX surveys: Part art/part science appeared first on CustomerCount.

Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago.

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Influence is everything: 3 tips for managing up and out from our CX leader roundtable

GetFeedback

A candid conversation with senior CX leaders reveals their struggles, triumphs, and secrets to successfully influencing executives and cross-functional peers. Articles

Tips 204

Spectating is the New Cancer

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why.

Tips 70

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!

Begin your digital transformation by integrating core CX systems

Talkdesk

Migrating to the cloud is one of the first steps to transform your contact center into a strategic asset that is capable of delivering a 21st century customer experience (CX).

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NPS: A Ton of Simplicity and an Ounce of Usability

CX Workout - Ideas Blog

Too Broad to be Actionable. We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score. That easy-to-understand, but greatly oversimplified metric continually makes its way into the highest-level company presentations, including earnings reports.

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Developing Unique Growth Mindset That Fuels Growth, Success, and Innovation

Strikedeck

Vincent Manlapaz, in an interview with Brett Andersen talks about the dynamic role of CS and the importance of having clear cut strategies to structure growth, manage customer expectations and opportunities throughout the organization.

When To Hire a Community Manager and Questions You Need to Consider

Vanilla Forums

If you’re reading this article, you know that building a community takes time, effort, and investment. That’s why you want to hire someone to manage your community

Hello Website Touchpoints — Keeping Your Customers Happy Just Got Easier

Hello Customer

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them.

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!

Free Webinar: Meeting Consumer Demands for Frictionless Mobile Support

CSM Magazine

Reuters Events are excited to announce their next free customer service webinar: ‘Meeting Consumer Demands for Frictionless Mobile Support Experiences’.

5 tech capabilities experience management programs need to support complex enterprises

SMG CX

While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. CX Programs Employee Engagement

The Future of AI in Customer Service (Video)

XMplify

In this video panel discussion, I speak with 3 internationally recognised experts in the field of Artificial Intelligence and discuss what the future holds for AI and Customer Service

Video 52

Hello Website Touchpoints — Keeping Your Customers Happy Just Got Easier

Hello Customer

Keeping your customers happy and satisfied is the first step to keeping your customers. Unfortunately, gathering real customer feedback in real-time can be a real pain—for both you and them.

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.

How to build confidence in your home improvement project

Helen Dewdney

Press release. Home improvement – DIY or get some help? Home improvement has seen a huge rise throughout the pandemic. The increased amount of time people are spending at home, improving mental health and wanting their home to look nice for Christmas are all contributing factors to the 12.8

Amidst the Noise Become Your Clients’ Professional True North

One Millimeter Mindset

When you strive to be your clients’ professional True North, they invite you to sit at their business tables. Because you are their trusted, purposeful and consistent source of direction and insights. Even when there is nothing to sell, design, manage or measure.

The Future of B2C: What Consumer-Facing Firms Must Know

Feedbackly

For businesses, every purchase is a vote from their customers, endorsing their brand and products. Therefore, customers have always been and will always be. Source. Insight B2C CLV customer experience customer feedback customerisking cx CX strategy feedbackly feedbacklycxm

B2C 57

Simplifying installations & tech troubleshooting for customers & technicians with AR & knowledge management

Knowmax

Simplifying installations & tech troubleshooting for customers & technicians with AR & knowledge management. Artificial Intelligence

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!

How to Trigger Different Dialogflow Intents on Different pages

kommunicate

Dialogflow has this amazing feature called “Events’’. Apart from user inputs, events are also used to trigger intents. Any Intents with the event name listed in the “Events” section will be triggered when an event occurs.

Top 6 Loyalty Trends for 2021

Currency Alliance

If 2020 has taught us anything it is that diversification (or luck from being in the right sector) can be a lifeline. It allows us to keep customers engaged when business plans fly out the window, due to marketplace calamities, such as the Covid-19 pandemic.

Learn From 2020 To Create Your Anywhere-Work Strategy

Forrester's Customer Insights

2020’s Remote Work Is The Exception No Business Wanted The sudden arrival of the COVID-19 pandemic has thrust every organization into a patchwork of unplanned workforce responses.

The Benefits of Building a Solid Customer Relationship: How CRM Can Help

Ecrion

What Is Customer Relationship Management? | 1. Treat Each Customer as an Individual | 2. Customer Feedback |. Explore Customer Intelligence | 4. Maintain Trust and Transparency. Did you know 90% of Americans use their experience with customer service to determine where they spend their money?

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.

The Six Components Of Effective Sales Compensation Plans

Forrester's Customer Insights

Here we offer the six components of our compensation model, along with an overview of what is needed to ensure each is operating at the highest possible level. Sales Sales Operations SiriusDecisions Research

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Amazing Business Radio: Jeffrey Hayzlett

ShepHyken

Customer Service is Engagement . Staying Focused on What Customers Want and Need . Shep Hyken interviews Jeffrey Hayzlett , Chairman of C-Suite Network. They discuss strategies for persevering in business and providing amazing customer experiences in challenging times. Top Takeaways: .

Sopra Steria Plans To Acquire Fidor Solutions To Push Its Digital Banking Engagement Platform Forward

Forrester's Customer Insights

Earlier today, Sopra Steria announced its plans to acquire Fidor Solutions via its subsidiary Sopra Banking Software. Fidor Solutions is the technology subsidiary of Fidor Bank, a fintech that became part of Groupe BPCE in 2016.