May, 2018

Launching a Successful Mission Towards CX Greatness

MaritzCX

I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from others.

Complaining Customers Are Your Best Customers. But Why?

Comm100

Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults.

Companies that Cheat are Dull: How to Ensure That You Shine!

C3Centricity

Why do companies still try to cheat their customers? There have been a lot of articles recently exposing the behaviors of organisations who clearly haven’t adopted a customer first strategy.

3 Winning Factors for B2B Customer Experiences

inContact

When consumers think of exceptional customer experience, two things come to mind: quick resolution and personalized services. In the B2B realm, the same priorities ring true. No matter who your customers are, buyers of all shapes and sizes have the same general customer service wish list.

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The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

5 Companies That Are Changing The Way Businesses Relate To Customers

Customer Bliss

A unique customer experience is the outcome of a unique company. What I mean by that is that, yes a company can put tactics into place that transactionally are out of the ordinary.

For CMOs who want to keep their jobs, customer experience is job one: Report

Vision Critical

Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. .

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More Trending

Customer experience, whose business is it?

Lumoa

Who in an organization should own the customer experience? Some people say it is the CEO, some people claim it should be the CMO. Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization.

Are tech companies the biggest threat for traditional banks?

CloudCherry

For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. But the landscape is constantly changing.

Never, Never, Never Give Up: How to Succeed When All Around You are Failing

C3Centricity

I heard a famous quote this morning from Winston Churchill’s address to Harrow School in the UK in 1941. It was certainly one of his shortest speeches but probably also his most quoted.

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Inspire a Customer Service Mentality In Your Organization

Customer Bliss

Maintaining a “customer service mentality” in the marketplace has to first begin with leaders and the behaviors that they themselves exhibit. That gives the organization—throughout the organization—the ability to act and model that behavior.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Win the Customer Experience (CX) Game in Your Contact Center

inContact

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive.

How business leaders in retail plan to improve CX

Vision Critical

Retail is far from dead. That’s the key message I heard at the CX Exchange Retail 2018 , an intimate, invite-only conference for business executives in retail.

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Mastering Customer Experience Metrics (Infographic)

Experience Matters

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below. Here are links to download different versions of the infographic: Infographic: in .png png format, in .pdf pdf format 18? poster: in .jpg jpg format, in .pdf

Do You Have H.E.A.R.T. and Do You Use It Every Day?

Steve DiGioia

This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

LiaCX Customer Experience Management Software [Video]

IntouchInsight

Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX

Head of Fan Experience at Fanatics Shares Why Employee and Customer Experience Go Hand in Hand

Customer Bliss

?. “ I really, truly pride myself in surrounding myself with a team of super talented people and letting them shine and be their best selves,” says Carolyne Matseshe-Crawford , Head of Fan Experience at Fanatics. Fanatics is the world’s largest provider of officially licensed sports gear.

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AskNicely named NZ Emerging Company of the Year

AskNicely

Break out the champagne, this calls for a celebration! AskNicely took home the honor of Emerging Company of the Year at this year’s NZ Hi-Tech Awards held during Tech Week in Christchurch, NZ.

5 Ways to Enhance the Customer Experience

Omnicus

Read through this list of helpful tips on how to optimize any products and services to satisfy today’s consumers. Customer Experience

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Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How Modern Support Impacts Customer Satisfaction

GetFeedback

Great customer support looks very different than it did a decade ago. Technology has given support teams incredible ways to reach the modern customer. But it’s also opened the flood gates to countless new channels. Once upon a time, customer support agents would split their time between one or two channels (usually phone and email). Today, they might work several channels at once. So how is this innovation and growth affecting customer support as a whole?

Time to Team Up? How Partner Marketing Can Help Your Brand

QuestionPro Audience

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. Partner marketing, which is creating mutually beneficial relationships between your brand and other businesses, is a fast-growing sector in the marketing world.

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3 Big Themes from the Most Dedicated CX Experts in the World

360Connext

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired.

7 Ways Phone Calls and Live Chat Improve Customer Retention and Revenue

Kayako

My good friend runs a content marketing company. When she got started, most of her clients were on a monthly retainer and paying for blog content and social media management.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

The 5-Step Guide for Customer and Culture Transformation: Your “Would You Do That To Your Mother” Reading Experience

Customer Bliss

As you may know, I’ve just released a new book, Would You Do That To Your Mother? The Make Mom Proud Standard for How to Treat Your Customers – and I’m excited to show you the inside of the book and its components in the video below.

This is what you need to know about omnichannel customer support

Omnicus

Create a seamless customer experience to boost your revenue. Customer Experience

Managing the Customer Experience through Financial Advisors

MaritzCX

Financial Advisors (FAs) are key to the promotion, distribution and support of a wide assortment of insurance, investment and banking products and services.

4 Essential Resources to Read Before You Craft Your Contact Center RFP

BlueOcean

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

The Past, Present, And Future Of CX(PA)

Experience Matters

This week I gave a keynote at the Customer Experience Professional Association (CXPA) Insight Exchange in New Orleans. As alway, it was a great event; there’s almost nothing better than a group of enthusiastic CX professionals! We’ve come a long way since we had the first CXPA event at Fenway Park in 2011. The Overall Storyline My speech was entitled The Past, Present, and Future of CX(PA).

Are You a Good Listener? Here’s How to Tell

Steve DiGioia

…which of these 5 types are you? This original article was written by Steve DiGioia. Most people understand that in order to provide good customer service we must use one of our least appreciated soft skills – listening.

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Data Privacy: How Consumers Feel

QuestionPro Audience

Privacy and security are definitely at the forefront of consumers’ minds in today’s digital era. Facebook’s Cambridge Analytica scandal is the most obvious and public case of a business misusing personal data, which has brought this issue to the forefront.

Employee Morale: The Hidden Secret to a High NPS

Omnicus

Not sure how to increase your NPS? Check out your employee morale rate for a hint! Kids these days don’t understand the meaning of the word loyalty,” my grandfather would say as he boasted about how he worked for the same company doing the same job for over 30 years. Customer Experience

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Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.