Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
Experience Investigators by 360Connext
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?
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Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.
Alida
AUGUST 26, 2021
Diversity, equity, and inclusion (DE&I) have been at the forefront of a lot of organizational leaders’ minds in the past few years. But is all that thinking and policy-drafting actually amounting to anything within your business?
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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.
Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
AUGUST 12, 2021
Alexa, Siri, Google Assistant—virtual assistants have transformed how we interact with technology and what we expect from it. Today’s most popular assistants offer a multimodal experience — the ability to interact on multiple channels — and are a major leap from the voice-only assistants that dominated the market just a few years ago. Unsurprisingly, sales of these multimodal assistants grew 30% in 2020, while voice-only assistants saw a 3% decline.
ShepHyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .
Michel Falcon Experience
AUGUST 12, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform, click here. My… The post 5 Ways Anyone Can (and Should) Grow Their Careers #SteerYourCareer appeared first on.
Alida
AUGUST 12, 2021
It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family. But, with competition increasing and the barrier of change decreasing, providing a universally good shopping experience is no longer enough.
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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.
Steve DiGioia
AUGUST 2, 2021
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. We decided to take the haybale ride around the farm and got ready to see the sights. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers.
Middlesex Consulting
AUGUST 5, 2021
The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami. As older employees begin planning for retirement, it’s time for industrial […].
The DiJulius Group
AUGUST 23, 2021
We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos. “Customers complete 28% of purchases. Read Full Article. The post Amazon Saves you 75 Hours a Year appeared first on The DiJulius Group.
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.
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.
Kate Nasser
AUGUST 15, 2021
Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you. In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com.
Alida
AUGUST 10, 2021
CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product. Brands can’t afford to deliver sub-par experiences, but brand trust is at an all-time low, with NPS scores at one third of what they were just five years ago.
Help Scout
AUGUST 5, 2021
“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.
ReviewTrackers
AUGUST 25, 2021
The use of senior care reputation management is crucial in the industry. More Baby Boomers are retiring and their children look online first to find the best care available. One way facilities can distinguish themselves from the competition is by maintaining a positive reputation in their online reviews. In fact, our research shows that 82 percent of those looking for assisted living facilities will read online reviews as part of their research process.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
The DiJulius Group
AUGUST 17, 2021
In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.
ShepHyken
AUGUST 20, 2021
This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y
Kate Nasser
AUGUST 22, 2021
For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Doing CX Right
AUGUST 2, 2021
Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.
ReviewTrackers
AUGUST 3, 2021
One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organizatio
The DiJulius Group
AUGUST 9, 2021
I have never been a collector of objects. I’m not too nostalgic about things, at least not anything physical. However, I realize that I have collected something very special and priceless my entire life. People compliment me on my collection all the time. I constantly stress to my three sons and all my employees that. Read Full Article. The post The Best Thing You Can Collect appeared first on The DiJulius Group.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Totango
AUGUST 8, 2021
Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.
Alida
AUGUST 4, 2021
Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first. If you take good care of your employees, they will take good care of your clients.”.
Vanilla Forums
AUGUST 26, 2021
A common misconception in community building is that as your membership increases, your costs will skyrocket. It seems logical that more users must require more resources, namely extra staff to cope with the influx of traffic and moderation. Thank goodness, you have a secret weapon at your disposal – the Super User. Whether you’re a brand new community setting out on your adventure or an established community looking to scale effectively and efficiently, the importance of a Super User program ca
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