September, 2020

Customer Journey Mapping: A Guide for Businesses

Dhiraj Nallapaneni

Here's how you can start mapping your customer journey

5 Ways to Reimagine Customer Experience in the Time of COVID-19

GetFeedback

A look into the new-normal customer and how to meet their evolving expectations. Articles

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4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

Is the Future of Retail, Physical or Virtual?

C3Centricity

Denyse Drummond-Dunn · Is the future of retail in the stars? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. Will the future of retail be without physical outlets?

Retail 238

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Guest Blog: Emphasizing the Human Side of Remote Work

Calabrio

The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

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Becoming Alida: Q&A with Senior Director of Brand, Kristin Dorsey

Alida

Q&A with Senior Director of Brand, Kristin Dorsey.

Brands 159

The 4 Elements of Great Digital UX

GetFeedback

A comprehensive guide to delivering great digital user experiences and measuring your success. Guides

Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?

How To 190

What’s in a Speaker’s Kit

Storyminers

What a speaker’s kit should contain and how to organize one. A Speaker’s Kit is a multi-page summary for meeting planners and event owners that gives them a quick overview of what an individual can do for them (and their event). At a minimum, a speaker kit should contain: Name. Headshots.

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!

What’s Valuable To Your Customer? – Tip #14

Steve DiGioia

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense.

Tips 219

Make it Easy - Give Customers the Support Experience They Expect and Value

NICE inContact

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth.

Announcing Three Finalists for the C3 2020 Analytics Awards Program!

Calabrio

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now.

Harness Service Agent Feedback to Successfully Reopen Your Business

GetFeedback

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!

Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services.

3 challenges in improving patient experience and satisfaction

Alida

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail. Customer Experience Healthcare

Retail 142

It’s the Journey That Matters: Improving Customer Experience and Loyalty

Storyminers

Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

NICE inContact

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

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.

Top 10 reasons to use panel respondents for your survey

QuestionPro Audience

Who are panel respondents? Panel respondents, also known as an online sample or sample respondents, are pre-recruited people who respond to online research surveys. Panel respondents are chosen from a pool of people who’ve agreed to respond to market research surveys.

Survey 195

How Do You Deliver Connected Experiences In the New Normal?

GetFeedback

Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

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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!

The Customer Experience Shifts To Online Services

CXS

Delivery services are becoming more popular as we bunker down during the pandemic across several industries. With an increase of lockdowns, quarantines, and social distancing, we look to convenient services to help with our everyday errands.

From Ideas to Product Features How Customers Shape Our Product Roadmap

NICE inContact

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel.

Case Study: How Nimble CRM Helped CX Experts StoryMiners Reinvent Their Own Customer Experience

Storyminers

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Best Practices for Effective Email Customer Support in 2020

Comm100

Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.