May, 2020

Back-in-Business: Create Your Brick-and-Mortar Store Re-opening Strategy

FiveStars

Some state governors recently announced that non-essential businesses will reopen in May, and many other states will be following with full or partial reopening in May or June.

Why Technology Won’t Help You Understand Your Customers

C3Centricity

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

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3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold.

10 (Common) Challenges of a CX Cross-Functional Team

GetFeedback

The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles

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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!

Three Phases For Heading Back To Business

Experience Matters

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.

More Trending

What is a Voice of the Customer Program and how do you start one?

Lumoa

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

How Businesses Can Put Their Customers at Ease During Covid-19

Steve DiGioia

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

4 Simple Ways to Reduce Response Times & Delight Customers

Kayako

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere.

Maximize Your CX Program With Text Analytics

MaritzCX

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Redundancy: Preparing Customer Care for Crisis Situations

BlueOcean

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….”

How To Deliver Consistent CX With Your Stressed-Out Workforce

Jacada

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

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5 Ways to Connect the Learner’s Journey to the Employee Journey

Experience Investigators by 360Connext

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer.

Top 5 KPIs Every Live Chat Manager Needs to Track

Comm100

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The CX Divide: How to Overcome the Gap between Lip Service and Action to Get Executive Buy-In for CX Investment

Vision Critical

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report.

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Customer Journey Map – the Top 10 Requirements

Heart of the Customer

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy.

Why the Best Measure of Customer Value is the Value You Provide to Your Customers

Storyminers

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising?

How Field Service KPIs are Evolving in the New Normal

TechSee

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Your Customer Experience in the New Normal

The DiJulius Group

1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the.

How to Build a Multi-Skilled CX Team

GetFeedback

The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

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3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.

How to justify A CX program to your CEO

Lumoa

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

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[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

ijgolding

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that.

Supercharge Your Agent Workforce With These 8 Bots

Jacada

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19.

7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture?

How to Implement a Post-Purchase Survey to Boost Ecommerce Sales

GetFeedback

The 8 steps to creating a successful post-purchase survey plan. Articles

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Smart Speakers Give Companies a New Way to Collect Customer Feedback

MaritzCX

MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software.

How Do You Engage Employees? Adopt The Five I’s

Experience Matters

One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience.

The Pandemic Trigger: It?s Time To Update Your Journey Maps

Kerry Bodine

We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date.