February, 2021

Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

Bias Check: Do Your Personas & Journey Maps Reflect Customer Diversity?

Kerry Bodine

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?)

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Is Customer Experience Worth It? And Much How Should You Invest?

Experience Investigators by 360Connext

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for.

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.

Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

How CX Thinking Will Help Us Prepare for the Next Pandemic

Storyminers

These are challenging times we’re living in—living through might better capture what we’re going through globally. Not only are the people feeling the strain, so are the systems we have designed to support us.

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Fresh Ways to Energize Your Digital Customer Engagement

NICE inContact

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers.

Congratulations To The 2020 Service Design Award Finalists!

Kerry Bodine

If you’re looking for customer experience or service design inspiration, look no further. We’ve just announced our ten 2020 Service Design Award finalists. And no, that’s not a typo… Covid through a wrench into our annual awards schedule.). The Finalists. Commercial Work.

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February.

32 Ways To See If You Can…

Steve DiGioia

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Storytelling as a management tool

Storyminers

Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations.

Tools 158

14 motivational customer satisfaction quotes

GetFeedback

From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience. Guides

2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task.

In H-E-B We Trust: How Admirable Acts of Leadership Earn an Army of Loyal Fans

Customer Bliss

The headlines are glowing: “ Texans Needed Food and Comfort After a Brutal Storm. As Usual, They Found It at H-E-B. ” –The New York Times. Opinion: Why H-E-B comes through in a crisis when Texas government doesn’t. ” –The Houston Chronicle.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Boost your survey data quality with multi-level response quality filters

QuestionPro Audience

Data cleansing is a vital activity before drawing conclusions from any survey responses and certainly before decision-making. Clean survey data boosts data analysis and helps you uncover relevant information – information that you can base your decisions on.

Survey 195

Did You Give Your Customers a Valentine? – Tip #28

Steve DiGioia

We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and bills to pay” – thank goodness there’s Valentine’s Day to remind us to stop and show how much we care about the special people in our lives.

Tips 161

We’ve Seen the Future and You’re Going to Love It

Storyminers

The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers. Podcasts

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What is a Voice of the Customer survey?

GetFeedback

The ultimate guide for using VoC surveys to improve the customer experience. Guides

Survey 230

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

Managing the Right Mix of Capabilities to Absorb Volume Swings

NICE inContact

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses.

Feedback loop: How deeper player insights impact the lottery industry

Alida

At the La Fleur's Lottery Conclave and Interactive Summit, over 150 lottery organizations, gaming vendors, agencies and research partners gathered for three days to discuss the most pressing issues facing the billion-dollar lottery business.

Key factors to consider while choosing a powerful survey panel partner

QuestionPro Audience

Taking survey panel technology to the next level – Discover powerful answers with ease. Business approaches evolve continuously because of the ever-growing market competition.

Survey 195

How Dunkin Donuts Made the Super Bowl Better – Tip #27

Steve DiGioia

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme?

Tips 154

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

State of Customer Experience 2020 – Northridge Report

Storyminers

If you’re a customer experience practitioner, the responsibility of proving that what you’re planning will work may be falling on your shoulders. Getting the latest information, statistics, and perspectives is time Dash consuming.

Report 151

What is a Likert scale and how to use it

GetFeedback

Everything you need to know about using a Likert scale, from advantages to best practices and examples. Guides

How To 230

Patients as ‘Consumers’ and ‘Customers’: How Can Health Care Meet Their Growing CX Demands

NICE inContact

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

Calabrio Wins CUSTOMER Workforce Optimization Innovation Awards for Full WFO Suite and Speech Analytics

Calabrio

2020 was a time of great change for the contact center.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!