February, 2021

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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’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .

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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?) That practice often brings up a question during client conversations: To what degree should our personas represent different races, genders, religions, sexual orientations, etc.? It’s Black History Month here in the United States, and that seems the perfect time to answer this question in a public forum.

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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. Even organizations with running CX programs are often wondering how those efforts are paying off.

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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. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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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.

How To 397

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Is This One of the Most Important New Jobs in Business Today?

Beyond Philosophy

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Financial 193
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Five fundamentals to re design AI transformative experience as competitive advantage

eglobalis

Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

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Learn From West Elm’s Missed Opportunity

Heart of the Customer

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

Course 159
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32 Ways to See if You Can…

Steve DiGioia

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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How to prove the ROI of digital customer feedback

GetFeedback

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 435
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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. Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytellin

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5 Rules For Changing Your Customer Habits

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.

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Reducing Friction Makes You Money

ShepHyken

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Audit How You Stack up to the 6 Components of a Customer’s Experience

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story The Six Components of a Customer’s Experience In order to create brand loyalty and customer evangelists, you must 1) operate at a high level in six distinct areas of business and 2) constantly evaluate your company’s customer service across each category, Read Full Article.

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Who Writes YOUR Words? – Tip #29

Steve DiGioia

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words? I can understand the need for consistent uniform and grooming standards but please don’t make them say the same words over and over again.

Tips 246
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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.

Survey 417
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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.

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The Open CCaaS Advantage Report

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.

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Are You Consistently Taking Your Customers Breath Away?

Wired and Dangerous

In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away! We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. .

Policies 125
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The Problem Isn’t the Employee, It’s the System

ShepHyken

Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives.

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Customer Success Plans Promote Client Satisfaction

Totango

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.

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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. They’re underappreciated and overworked too. Think about how much that special day means to them.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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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.

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Corporate Reputation Management: Your Keys to Success

ReviewTrackers

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. .

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Employees Want You To Brush Up On Your Email Etiquette

Russel Lolacher

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.

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The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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What Is a Living Journey Map?

Heart of the Customer

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as […]. The post What Is a Living Journey Map? appeared first on Heart of the Customer.

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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? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

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Machine Learning Algorithms and the Data Pros Who Use Them

Bob Hayes

A recent survey by Kaggle revealed that data professionals used a variety of different ML algorithms in their work. On average, data professionals used two (median) algorithms. The most frequently used algorithms were 1) linear/logistic regression, 2) decision trees/random forests and 3) Convolutional Neural Networks. The total number of and use of specific algorithms varied across job titles, with ML engineers using the most (4) and DBA/Database Engineers using the least (1).

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