Fri.Sep 18, 2020

Propel CX Momentum With Quick Wins

Heart of the Customer

I’ve been writing about how to apply John Kotter’s change management work to CX. This week, I’ll tackle Step Six: Generate Short-Term Wins. The good news is that CX programs frequently excel at this.

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Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data


This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.

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Empowering remote support heroes with knowledge management


This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home.

The Most Important Customer Success Metrics to Track and How to Improve Them


Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act.

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!

Three Challenges Logistics Providers Face and How Conversational AI Can Help


We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party.

More Trending

Q&A: How to Have More Strategic Customer Conversations


Have you stopped to ask yourself if your customer conversations and QBRs are really about your customer – or are they about what your customers thinks about your product ? Do you understand the “why” that drives their day-to-day priorities?

How to create a winning customer engagement strategy and increase revenue


Welcome to the experience economy, where a winning customer engagement strategy sets your business apart from your competition.

They’re not the same! The difference between Surveys, Polls, & Forms


Surveys, polls, and forms – You’d think they’re one and the same, but they’re poles apart in terms of their intent, usage, and data analysis. All three of them contribute to data collection and feedback, but the real mystery is: What sets them apart? Let’s find out! What are they? .

How operations managers can roll out a personalized customer experience in 5 steps


Does your business prioritize the customer experience? If you answered yes, we have a surprise for you. Statistics show that while 80% of businesses believe they offer superior customer experiences, only 8% of customers believe they receive one.

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!

How to Create a 30 60 90 Days Plan: Ultimate Guide with Examples


When you land a new job or gain a promotion, you feel like you’re on top of the world. But, this excitement starts to fade when you realize you don’t have a plan to manage your work.

Keeping Employees Connected in an Uncertain World with Feedback


By Tor Stenbakken, Director, Organizational Development at Four Winds Interactive. COVID-19. Social distancing. Flattening the curve. It’s hard to believe that just a few months ago, none of these phrases were part of our collective vocabulary.?

Resuming F2F Research Post-Pandemic

Conifer Research


Q&A On Panels


Everything you wanted to know but were afraid to ask! Q – What’s required to use Panels Services? A – An Alchemer Full Access or Professional license is required as these levels have the features necessary to run a panel, such as disqualification logic, URL redirect, and quotas.

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 Optimize your Renewal Process

CSM Practice

In this Chat and Learn series, we invited Taylor Johnston, Director for Customer Success at Salesloft, a sales engagement platform that helps sales organizations deliver better sales experience for their customers.

11 expert tips on how should you deal with angry customers


Handling angry customers is a tough job. Despite the best of your efforts to offer an excellent product/service, sometimes you aren’t able to live up to their expectations. A few years back, Delta Airlines was caught in a similar scenario.

5 Proven Ways to Find Your Target Survey Respondents

ProProfs Chat

There lies an evident gap between junk data and quality feedback. In most cases, the right survey participants can bring the difference between a successful survey and a not-so-successful one. Now, modern entrepreneurs love to hunt for customer opinion. Great.

COVID-19 Stokes The Chatbot Hype In Financial Services

Forrester's Customer Insights

COVID-19 and the associated containment measures are accelerating digital transformation and automation in financial services.

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 uncover the hidden customer value that differentiates your brand


Engagement How to uncover your brand's hidden customer value

The Future of Work Has Arrived. Are You Technologically Ready For It?


The COVID-19 worldwide lockdown has led to a radical change in the use of technology and expanded remote working possibilities. This has meant that the workplace of the future has already moved into many organizations in the form of increased digitalization and working from home.

4 Key Covid-19 Challenges for Grocery Retail


Before the pandemic, grocery retail was one of the thriving sectors catering to the daily needs of consumers. Even during the pandemic, and at. Source. Insight customer customer behavior customer experience cx grocery retail

Is It 2021 Yet? Five Things B2B CMOs Must Do to Prepare for the Year Ahead

Forrester's Customer Insights

In this environment, successful B2B CMOs must be agents of change within marketing and across the revenue engine by introducing well-established proven best-practice processes that can be adjusted quickly to create alignment between functions and meet the changing needs of the business.

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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 community in empowering your customers, and generating value for your business.

5 More On the Fly Customer Experience Tips During a Period of Uncertainty

Smarter CX

Every week, Oracle CX Marketing features “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Season 2 has seen customer experience tips offered from marketing pros during a time of uncertainty. Here are 5 more tips to help during the current disruption. To view the full video series, check out the YouTube playlist or the Modern Marketing Blog. Tip #1: Send more (targeted) emails.

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Is Your Sales Organization Ready to Become a “Hunk” and Emerge Its Fittest Self?

Forrester's Customer Insights

Looking ahead to 2021, sales leaders mush shift from adapting to the “new normal” to proactively planning for the recovery and their “next normal.”. Chief Sales Officer SiriusDecisions Research Chief Sales Officer Strategies

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Troubleshooting support with manual and mechanical expertise


Troubleshooting support with manual and mechanical expertise. Customer Experience technical support Troubleshooting

Attend Forrester’s Upcoming Event For Brand Manufacturers On September 29–30

Forrester's Customer Insights

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.