June, 2020

What are the most common objections to new CX initiatives - and how can you counter them?

MyCustomer

Engagement How to pitch CX initiatives & overcome objections

4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders

Customer Bliss

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.

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Customer Experience in the Era of Product-Led Growth

Wootric

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.

5 Strategies to Accelerate Digital Transformation

Think Customers

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.

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!

Changes in Consumer Habits | A Closer Look at the Restaurant Industry

IntouchInsight

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

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4 Ways To Boost Your ECommerce Customer Experience

Lumoa

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

10 Ways to Immediately Improve Your Customer Centricity

C3Centricity

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.

Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

Experience Investigators by 360Connext

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.

Everything You Need to Know to Succeed in Customer Experience

GetFeedback

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

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!

Younger Generations Expect Digital-first Customer Service - Are You Ready?

NICE inContact

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

Guest Blog – 8 Things Customer Service Teams Should Avoid During Sensitive Times

Comm100

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.

Why Humans Need Chatbots – and Chatbots Need Humans

Comm100

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.

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The Value of CX: Why We Need To Start Talking About NPS Again

Vision Critical

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

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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.

Five Ways to Make Your Surveys Matter

Heart of the Customer

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 […].

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners

eglobalis

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

Restart, Rebound, & Rebuild your Customer Experience

Second to None

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: what you can learn from great historical figures

Eptica

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.

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 Post: 10 Ways Consumer Insights Help Improve the Customer Experience

ShepHyken

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.

Protected: How should you follow up with Passive customers?

Daniel Group

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

How Can YOU Make The World A Little More Beautiful?

Kerry Bodine

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.

3 Ways to Balance Between Acquisition and Retention

Lumoa

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

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Let's Start a Community Revolution

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.

Five XM Practices For Accelerating Your Digital Transformation

Experience Matters

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.

How to Improve Customer Centricity in Hospitality

C3Centricity

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.

Call Centers Prepare for 2020 Hurricane Season

NICE inContact

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

A Call for Representation in Customer Experience

Experience Investigators by 360Connext

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.

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.