MyCustomer

JUNE 17, 2020

Engagement How to pitch CX initiatives & overcome objections

Engagement 55

Engagement How To 55

Customer Bliss

JUNE 22, 2020

During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.

Healthcare 130

Healthcare Feedback Innovation Culture 130

Wootric

JUNE 1, 2020

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.

User Experience 65

User Experience Touchpoint Metrics ROI 65

Think Customers

JUNE 8, 2020

Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help. Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that “digital transformation” is in itself transforming. Thankfully, customer experience futurist Blake Morgan brings more clarity in her latest webinar, Accelerating Digital Transformation to Enable Effortless Experiences.

Strategy 43

Strategy Culture Customer Centricity Connections 43

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Customer Satisfaction

IntouchInsight

JUNE 17, 2020

In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines

Guidelines 164

Guidelines Industry Consumers Report 164

Lumoa

JUNE 8, 2020

eCommerce customer experience is vital for online businesses that want to ensure a smooth online experience for their customers. We share 4 ways to boost your eCommerce customer experience that will increase customer loyalty and satisfaction. Feed generated with FetchRSS

Ecommerce 191

Ecommerce Online Experience Loyalty Customer Experience 191

C3Centricity

JUNE 24, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start. Am I right? If you’re one of them, then this article is for you.

Customer Centricity 158

Customer Centricity Customer Experience Brands Competitive Advantage 158

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. Think about your best experiences as a customer.

Customer Experience 134

Customer Experience Exercises Comparison Training 134

GetFeedback

JUNE 23, 2020

What it really takes to succeed in running a cross-functional CX program. Articles

Customer Experience 181

Customer Experience Customers 181

Advertiser: Skilljar

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ROI

NICE inContact

JUNE 30, 2020

What is new is the impact that rapid digital technology advances have had on younger age groups. Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way. Advantages of the Cloud Call Center Best Practices AI Customer Experience Digital First Omnichannel Do More With Less Omnichannel

Social Media 120

Social Media Groups Connections Customer Service 120

Comm100

JUNE 25, 2020

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. We live in strange times, to say the least. The whole world is currently in a very precarious and delicate situation.

Customer Service 100

Customer Service Guidelines Social Media Policies 100

Comm100

JUNE 15, 2020

Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.

ROI 116

ROI Banking Training Report 116

Vision Critical

JUNE 30, 2020

A Q&A with Crystal Miceli, Vice President and Head of Product Management. Customer Experience NPS CX

NPS 149

NPS Management Customer Experience Customers 149

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.

Meeting

Heart of the Customer

JUNE 11, 2020

Most survey programs provide information: “Our Net Promoter Score (NPS) is 25, up from 22, compared to our competitive benchmark of 30.” While those figures might be interesting, they don’t provide the context that is essential for prompting action. As Heart of the Customer has been conducting interviews with CX pros (more than 70 so far this year!), we’ve found some common themes – notably that most programs use NPS as […].

Net Promoter Score 94

Net Promoter Score Survey NPS Strategy 94

eglobalis

JUNE 15, 2020

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis. Amazing Human Cetricity Business Transformation CX Complex vs Simple Customer Driven Customer Experience Customer Relationship CX Crisis Management Experience Design Human and Digital Engagement Micro Moments People Experience Product and Services Design Quality CX Management

Leadership 82

Leadership Customer relationships Customer Experience Customers 82

Second to None

JUNE 12, 2020

How can you restore your customer experience during global change? These past few months, a healthy customer experience has never been more relevant. We have not only experienced the largest global recession in history, but the sentiment of our globe has become divided. People need their voices heard. Through this rapid change, Second to None has devised an action plan to provide greater clarity for your client experience. Let’s Restart, Rebound, and Rebuild. Restart joy in your organization.

Customer Service Representative 48

Customer Service Representative Brands Customer Journeys Feedback 48

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Published on: June 11, 2020. Author: Pauline Ashenden - Demand Generation Manager To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that can ensure you deliver on best practice today. In the first of our three-part series, we focused on the thoughts of the great minds of classical antiquity.

Customer Experience 56

Customer Experience omnichannel Customer Satisfaction Customer Centricity 56

Advertiser: ZoomInfo

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!

Sales

ShepHyken

JUNE 5, 2020

This week we feature an article by Uma Bhat , a content marketing professional at Clootrack. She shares how businesses can utilize consumer insights to help improve customer service and experience. Consumer insights have moved on from just supporting data for product improvement to being a core part of the strategic agenda at consumer-centric firms. As per market research , consumer insights have now become a top priority for as much as 80% of executives of large consumer products organizations.

Consumers 58

Consumers Customer Service Customer Experience Marketing 58

Daniel Group

JUNE 16, 2020

This content is password protected. To view it please enter your password below: Password: The post Protected: How should you follow up with Passive customers? appeared first on The Daniel Group. B2B Customer Experience Customer Communication Understanding Your Customer

Groups 40

Groups B2B Communication Customers 40

Kerry Bodine

JUNE 1, 2020

This post celebrates Service Design Day and everyone who’s working to create our new normal. While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who was laying at their feet. My first thought was concern: Is this man alright? Is he sick? Does he need help? But as I got closer, I realized that he was not only fine — he was painting. I would find out later that the man was Ben Wilson, a.k.a.

Touchpoint 228

Touchpoint Groups Meeting Tools 228

Lumoa

JUNE 30, 2020

Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS

191

191

Speaker: Bill Johnston Chief Community Officer, Structure 3C

Join us on Tuesday, October 20th 12 PM ET for a webinar led by Bill Johnston, founder of Structure3C, as he walks us through the process he calls a "community revolution" - reflection, reckoning and revolutionary leadership. This webinar will explore the most effective strategies and tactics to forward the idea, practice, and value of community inside your organization.

Leadership

Experience Matters

JUNE 15, 2020

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.

Conference 188

Conference Industry Company Management 188

C3Centricity

JUNE 8, 2020

The title of this week’s post might surprise you. After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. However, it can learn a lot from consumer packaged goods (FMCG/CPG), as I shared with industry experts at a Faculty Day of one of the leading hospitality schools in Switzerland. Having spent most of my career in consumer goods, I was invited to share what the hospitality industry could learn from the industry.

Hospitality 186

Hospitality Customer Centricity Customer Experience How To 186

NICE inContact

JUNE 10, 2020

If predictions are true, call centers are about to get busy. The Atlantic hurricane season runs from June 1 to Nov. 30, and we have already had 3 named storms this year. Call centers must be prepared with a business continuity plan that accounts for any type of disaster. Call Center Best Practices Contact Center Trends & Insights Advantages of the Cloud

Call Center 160

Call Center Contact Center Trends 160

Experience Investigators by 360Connext

JUNE 9, 2020

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change. Prior to these events, it had been shockingly easy to think of ourselves as empathetic to all. As CX Leaders, we had believed that we certainly weren’t helping to perpetuate systematic racism.

Policies 157

Policies Customer Experience Leadership Tips 157

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