Beyond Philosophy

JANUARY 8, 2021

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. We’ve been doing some work with one of our clients recently who will be doing some research.

Customer Experience 180

Customer Experience Travel Consulting Customers 180

Kerry Bodine

JANUARY 30, 2021

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is being monitored while your account is transitioned to a new dedicated specialist. Please call 877-XXX-XXXX to speak with the first available specialist.”.

B2B 227

B2B Company Customer Experience Healthcare 227

Experience Investigators by 360Connext

JANUARY 12, 2021

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then tu

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 435

Touchpoint Customer Journeys Customers Customer Experience 435

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Steve DiGioia

JANUARY 18, 2021

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? And how does this affect the customer experience? By now you must have heard about the famous “McDonald’s Hot Coffee Case”.

Customer Experience 298

Customer Experience Policies Customers Report 298

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you're applying to a chat on your website.

Customer Experience 268

Customer Experience Meeting Connections Customers 268

Kerry Bodine

JANUARY 27, 2021

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Still, the turnover to a new year brings with it a sense of optimism.

eBook 317

eBook Customer Experience Professionals Customer Experience Resources 317

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

Feedback 370

Feedback Customers Customer Service 370

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

Steve DiGioia

JANUARY 4, 2021

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.

Management 279

Management Trends Industry Marketing 279

Customer Bliss

JANUARY 28, 2021

Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.

Leadership 254

Leadership User Experience Feedback Culture 254

Storyminers

JANUARY 20, 2021

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series. As a growing community of professionals spread across the globe, our 200 most influential thought leaders have redefined the world of work and have brought us an abundance of rich perspectives.

Leadership 246

Leadership Culture Employee Experience Resources 246

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat has quickly become the most popular digital customer service channel for small businesses and large – and it shouldn’t come as a surprise.

Video 246

Video Social Media Software Knowledge Base 246

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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?

Customer Experience

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. One of the people we reached out to with this request was a well-known author who I kind of idolized at the time.

Comparison 227

Comparison Culture Groups Customers 227

GetFeedback

JANUARY 26, 2021

Become an NPS expert with our comprehensive 4-week email course.

Net Promoter Score 432

Net Promoter Score NPS Course Tools 432

NICE inContact

JANUARY 7, 2021

We live in a real time. We get flash-sale notifications in real time, get real-time alerts for every bank and credit card transaction in real time, know how many “likes” we have on a social post in real time – heck, I even know when my daughter’s diaper has been changed at daycare in real time (evidence that there is such a thing as too much real time).

Banking 217

Banking Feedback Sales 217

Steve DiGioia

JANUARY 21, 2021

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. So, what tactics work for you? Oh, you don’t want to give up your secrets.

Tips 195

Tips Hospitality Training Industry 195

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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.

Self Service

eglobalis

JANUARY 27, 2021

Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

Technology 171

Technology Customer Experience Customers Measurement 171

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. This has led to my list of predictions for several years. Our customers keep getting smarter about customer service and experience.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! […].

Loyalty 132

Loyalty Customer Experience Tips Customers 132

GetFeedback

JANUARY 11, 2021

Top tips to provide better service that’ll benefit your business and your customers.

Tips 332

Tips Customer Service Customer Experience Customers 332

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

Retail

NICE inContact

JANUARY 20, 2021

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Contact Center 216

Contact Center Strategy Examples Engagement 216

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology How To Video Customer Service 127

eglobalis

JANUARY 9, 2021

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

Technology 169

Technology Customer Experience CEM Measurement 169

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Course

Integrity Solutions

JANUARY 18, 2021

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it.

Sales 129

Sales Social Media Course B2B 129

GetFeedback

JANUARY 14, 2021

20 essential customer loyalty survey questions and surveying best practices.

Loyalty 307

Loyalty Survey Customers 307

Heart of the Customer

JANUARY 20, 2021

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey. Don’t make […]. The post The Truth About Moments of Truth appeared first on Heart of the Customer.

Customer Journeys 114

Customer Journeys Interaction Tips Consumers 114