July, 2020

Customers Want Personalized Experiences and Privacy: Can They Have Both?

Experience Investigators by 360Connext

How to Bridge the CX Gap Across the Organization

GetFeedback

A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today. Articles

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How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. It was one of his shortest speeches but probably one of his most quoted. He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer! – here.

5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

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!

The Value of CX (Part 2): Advancing the Maturity of CX

Vision Critical

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Q: In your last post , you referred to NPS being a single stage in CXM maturity. Can you elaborate on the maturity model?

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More Trending

How to deal with negative feedback on an online community platform

inSided

“Do you have any advice for Community Managers that run into negative sentiment or negative feedback?” - everyone. User communities

How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business. She, along with colleagues, published about the Return Trip Effect.

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How Complexities Prevent and Improve Employee and Customer Experience

eglobalis

How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.

Speaking the Customer’s Language Through the Pandemic

CSM Magazine

Edmund Ovington, VP at Unbabel , discusses the impact of the pandemic and the challenges customer service teams face to scale up and respond quickly to customer needs. The period of lockdown from which we are slowly emerging has been near catastrophic for industries like travel and hospitality, while businesses in other sectors, such as technology and gaming, have seen a huge boost in sales.

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.

B2B Customer Support: Up in the Cloud or Down on the Ground? Part 2

Team Support

“Cloud is about how you do computing, not where you do computing.” – Paul Maritz, VMware CEO. Once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider.

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A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Measuring Customer Experience During a Global Crisis (Part 2)

IntouchInsight

Now is the time for businesses to get to know and become comfortable with the post-pandemic customer experience; measuring the effectiveness of new processes, where to eliminate obstacles, while providing safer experiences for all

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.

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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!

Guest Blog – How Social Media Chatbots Can Help Businesses Target and Generate Leads

Comm100

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly.

Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

From a Good to a Great Website: 9 Ways to Engage More Successfully

C3Centricity

Denyse Drummond-Dunn · What makes a great website? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers?

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

NICE inContact

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends.

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.

Experiences that Matter - Volume II

IntouchInsight

We are so proud of the work our clients are doing in there communities and want to try and share these positive stories. Follow #ExperiencesThatMatter on social media to keep up to date. Here is our latest round-up to catch you up

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

Summer '20 Release: Customer-led innovations help you stay on the path of customer-centricity

Vision Critical

CXM

How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

The Best of the Best: Calabrio Customers Are Finalists for SWPP WFM Pro of the Year (We Have a Winner!)

Calabrio

Update: Sharon Jones of National Debt Relief was named the winner! Stay tuned for a special profile of Sharon and her accomplishments. Original post on all the finalists below: It’s always wonderful to see our customers recognized as industry leaders. As companies are adjusting to the new way of working in 2020, the Society of Workforce Planning Professionals has recognized three Calabrio customers as finalists for their Workforce Management Professional of the Year Award.

COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

NICE inContact

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders. Advantages of the Cloud Call Center Best Practices Contact Center Management

The Definitive Guide to ONLINE Customer Experience Events

Kerry Bodine

While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with other CX practitioners has gone away. So, for the time being, we’ve transitioned our customer experience events list to focus solely on online conferences, webinars, and training courses.

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5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.

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!