Heart of the Customer
NOVEMBER 5, 2020
In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key driver behind loyalty destruction, and your organization will […].
Storyminers
NOVEMBER 5, 2020
In this category of Storyminers’ blog, we talk about the client-facing and back-end tools that have helped us create our clients’ experiences. For 20+ years, many have considered email to be the most efficient way to turn strangers into customers. Now, there are hundreds of sites and technologies companies can use to communicate with prospects.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Steve DiGioia
NOVEMBER 5, 2020
Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success. Hire the best people, people with a customer-first mindset. Search for the candidates that are goal-oriented and “teachable”.
Comm100
NOVEMBER 5, 2020
Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base.
Advertisement
Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Beyond Philosophy
NOVEMBER 5, 2020
The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Call Experts
NOVEMBER 5, 2020
The shopping season is about to arrive, and now is the time to be planning. According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . One of the best ways to profit off the holiday season is to offer sales and promotions during Black Friday and Cyber Monday.
dscout People Nerds
NOVEMBER 5, 2020
“…it’s not sufficient to just ensure that there are diverse voices in your sample. Sometimes you have to sometimes go deeper and only talk to diverse voices to really understand.
BirdEye
NOVEMBER 5, 2020
The ways in which we search for a business, a doctor, a dentist, a restaurant, and more have evolved dramatically over the past few years. Your customers actually once took the time to go to a desired business or provider’s homepage, then search for the nearest location to them. They’d already made that identification in advance, and as long as there happened to be a provider or location close to them, you’d usually see them coming through the front door shortly thereafter.
Interactions
NOVEMBER 5, 2020
A myriad of internal hurdles and immense pressure to do more with less, while still improving performance is a story all too familiar to Revenue Cycle Management (RCM) companies. Balancing the best interests and prioritizing the needs of employees, treating patients with empathy and kindness, and reducing the cost to collect debt, each require their own strategic initiatives to make progress.
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Forrester's Customer Insights
NOVEMBER 5, 2020
I was scouring some of the Black Friday ads this week, and the trend seems to be less “Black Friday” than “Black November, and probably most of December too.” Best Buy is touting, ” Black Friday all season long.” Target offers weekly, “Black Friday Now” deals. Walmart? “Black Friday Deals for Days!
Optimove
NOVEMBER 5, 2020
Some call it “responsible real-money gaming.” Some “socially responsible gambling” Or any combinations of these. Whichever wording you choose, one thing is clear: all gaming operators know that it is an issue that’s not going anywhere, anytime soon. And the quicker they embrace it, the better. Responsible gaming should be top of mind for every wise operator who wants to create a safe user experience that protects players from developing unhealthy behaviors.
Forrester's Customer Insights
NOVEMBER 5, 2020
This year, I led my first custom survey research for Forrester, the 2020 State of Modern Technology Operations survey. We selected a random panel of 268 digital and IT professionals with day to day responsibility for operating digital systems. (We did *not* rule out developers, as long as they also had runtime responsibilities). We also […].
Kustomer
NOVEMBER 5, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Learn how each leader has trained their teams to provide exceptional customer service during COVID-19 by listening to the podcast below.
Advertisement
Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Zonka Feedback
NOVEMBER 5, 2020
You know well that the growth of any business largely depends on Customer Satisfaction, and measuring Customer Satisfaction has emerged as a prerequisite to maximizing it. But when it comes to choosing the best method and survey type to measure Customer Satisfaction, it becomes confusing and somewhat a tough decision to choose among the available alternatives.
Kustomer
NOVEMBER 5, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Vikas Bhambri, Rob Young, and Jamie Whited to discuss different tactics to make CX teams successful during challenging times. Learn how each leader has trained their teams to provide exceptional customer service during COVID-19 by listening to the podcast below.
The DiJulius Group
NOVEMBER 5, 2020
It’s week 2 of The Customer Service Revolution Conference featuring notable speakers Seth Godin, Mikki Williams, Chris Larkins, Dave Murray, and John DiJulius. Here are some takeaways from each of our speakers this week: John DiJulius – Chief Revolution Officer of The DiJulius Group A recession is a horrible thing to waste. This is an. Read Full Article.
Forrester's Customer Insights
NOVEMBER 5, 2020
This year of the pandemic will forever be known for its effect on the way we work and interact. Although our “new normal” will be temporary, the digital transformation it brought about will prove lasting. Amid the chaos, insurtechs, with their digital-first business models, have benefited as their funding has continued to improve. In Q3, […].
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
dscout People Nerds
NOVEMBER 5, 2020
Infographics are easy and fun ways to engage your stakeholders. Here are 6 steps to creating ones that they’ll love. .
Myra Golden
NOVEMBER 5, 2020
A Subscriber (actually a few subscribers) asked me, “What do you do when you can’t give the customer what they want?” This video is my first answer to that critical question. I’ll be sharing more tactics for what to say when you can’t give the customer what they want, but this video is enough to get you started. For more ideas like this, sign up for my blog.
Brandwatch CX
NOVEMBER 5, 2020
Qualtrics
NOVEMBER 5, 2020
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in benchmarking your CX performance for comparing to companies like your own? To help your business understand its CX performance and how it compares to companies in your industry, Qualtrics XM Institute released the second annual XMI Customer Ratings. The Ratings are a cross-industry, open-standard benchmark of customer experience measuring the performance of over 300 organizations across 21 industr
Advertisement
Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Grade.us
NOVEMBER 5, 2020
Reading Time: 5 minutes. Overview. MarketVisory Group is a HIPAA compliant healthcare marketing agency. Over 90% of their agency’s client base is in healthcare. MarketVisory Group’s mission is helping independent practice owners stay independent. The Challenge. Carl White , President and Founder of the MarketVisory Group, had a problem. His client, a podiatry practice, operates in a crowded market. “In the city and surrounding communities, there are over a dozen podiatry practi
Forrester's Customer Insights
NOVEMBER 5, 2020
Today, we released our: The Forrester New Wave: Chatbots for IT Ops, Q4 2020. We looked at the top 9 vendors in the market today and evaluated them across 10 criteria. Organizations looking to improve employee technology experience or increase their automation capabilities can use IT Chatbots platforms to: Deflect tickets from the help-desk Automate […].
Brandwatch CX
NOVEMBER 5, 2020
Knowmax
NOVEMBER 5, 2020
The power of Knowledge-Centered Service (KCS).
Advertisement
Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Forrester's Customer Insights
NOVEMBER 5, 2020
Today, Forrester published its first-ever evaluation of the technology that gets consumers back to normal after an insurance claim. The combination of COVID and catastrophes has hit property and casualty (P&C) insurers especially hard, driving more and more complex consumer and commercial claims. The efficiency of the process and the experience delivered to both the […].
SmartKarrot
NOVEMBER 5, 2020
Role: Regional Vice President – Customer Success Location: Remote, United States Organization: Innovaccer As a Regional Vice President of Customer Success, you will manage relationships and constant touch-points with customer executives. Identify and communicate opportunities for customers and realize value generated from Innovaccers products and services.
One Millimeter Mindset
NOVEMBER 5, 2020
Serving your best business clients is part of everyone’s job description. Because how you serve impacts whether you retain these clients and sustain your business. How well are you doing? Determining how you serve your best business clients starts by defining just who your best business clients are. Still lumping your current clients together as long as they transact business with you?
Expert insights. Personalized for you.
172 
Let's personalize your content