March, 2020

Four ways to reduce lines at big-box stores

Lenati

For customers, there’s nothing worse than having to wait in line. The recent footage of Costco and other big-box stores with lines of customers stretched around the block would raise anybody’s blood pressure.

Why Customer Experience Is Now Job No. 1 for CEOs

MaritzCX

This article was originally published here. Compelling Experiences Require Leadership to Focus Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience.

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The “What’s Next” of Customer Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for.

How to create a customer insight strategy

Lumoa

A customer insight strategy help organizations to ensure that customer insights are used in the development of products and services on a continuous basis. Feed generated with FetchRSS

Getting to Yes: A 7-step Roadmap to Successful Project Management

C3Centricity

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities.

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Pro Tips: Key Takeaways on Building a Solid Foundation for Your Customer Experience Management Strategy

IntouchInsight

We sat down with experts from Parkland Fuel Corporation and Forrester Research to discuss the keys to a strong Customer Experience Management program

10 Ways to Transform an Angry Customer Into a Loyal Client

CSM Magazine

If you asked 100 Customer Service Representatives to identify their least favorite aspect of their job, 98 would probably say it is dealing with angry customers.

3 Steps to Measure CX Impact and Align Your C-Suite Around Experience

Customer Bliss

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell.

3 Psychological Triggers to Prevent in Retail Customer Service ?

Customers That Stick

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. However, we often tend to thing of these triggers as individual.

Guest Post: Good Customer Service Is More Than Good PR

ShepHyken

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us.

How To Direct Your Customers During the Coronavirus Pandemic

Jacada

Famed psychologist, Abraham Maslow, outlined the five-tier model of human needs: physiological, safety, love and belonging, esteem, and self-actualization. Only when a person's lower-level needs are met can one move up the continuum of human potential. You may have been operating from an evolved state, an altruistic state even, before the coronavirus pandemic. Read More. Jacada Blog

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Shopping for Experiences, Not Products: A Primer on Retail CX in the Experience Economy

inmoment

Retail customers’ primary objective used to be providing a great product , but as brand competition fiercens and consumer expectations rise, retailers need to find new, bolder ways to stand out from the crowd.

What Makes a Chatbot Conversational?

Inbenta

Different types of chatbots. First and foremost, it is important to differentiate the various types of chatbots available in the market. From simple menu/button-based chatbots to conversational AI chatbots , they’re not equals as they can be using different types of technology.

7 Tips for Managing a Remote Customer Support Team

Team Support

For a variety of reasons, be it a cultural shift in the workplace or a major event like COVID-19, more companies have employees working remotely with little to no in-person interaction. And, for every time there's a remote employee, there's also someone who's tasked with managing a remote team.

How to Retain Customers in a Time of Crisis: A CX To-Do List for SaaS Companies

Wootric

Financial markets are sliding, a pandemic is spreading around the world, schools are closing, businesses are moving to remote work if they can, and every company is scrambling to respond to quickly changing circumstances.

First and Third Party Reviews: A Breakdown

ReviewTrackers

Many websites feature embedded third party reviews from sites like Yelp, Google, and Facebook, and they’re placed on specific pages such as a business’s location page. But according to Google’s senior webmaster trends analyst, those reviews don’t help increase the rank of the page.

Customer experience: Why businesses talk the talk, but don't walk the walk

MyCustomer

Engagement CX: Brands talk the talk, but don't walk the walk

What is Customer Satisfaction?

Happy or Not

You can use marketing tricks and tactics to boost sales, but without an equal emphasis on customer satisfaction, you will never grow your business. Customer satisfaction is what […]. The post What is Customer Satisfaction? appeared first on HappyOrNot

Making the Automotive Service Experience Exceptional: Part 1 of 3

MaritzCX

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event.

6 Ways to Provide Meaningful CX During a Global Crisis

GetFeedback

How companies can show empathy and deliver meaningful customer experience needed during a global crisis. Articles

XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny

Experience Matters

Watch Bruce Temkin and Isabelle Zdatny from the Qualtrics XM Institute discuss Experience Management. The post XM Fireside Chat: Experience Design With Bruce Temkin And Isabelle Zdatny appeared first on Experience Matters. Customer experience Disrupt

7 Ways to Deliver Awesome Customer Service

C3Centricity

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud.

Celebrating Inclusivity at Intouch Insight

IntouchInsight

We continue to strive for excellence in all aspects of our business and to operate as a forward-thinking innovator, and as a champion of all people in technology, regardless of age, gender, or race

7 Ways to allocate your customer experience resources more wisely

Lumoa

When money is tight and businesses are going through hard times, how can a business properly manage their customer experience management (CXM) resources wisely? We'll share everything you should know about allocating and managing your customer experience program when times are tough. Feed generated with FetchRSS

4 Keys to Successful Customer Communication in the Coronavirus Era

MaritzCX

This article was originally published here. The coronavirus pandemic has done more than upended how brands communicate with customers—it has completely changed the lives of customers across the globe.

The Catalogue of Customer Experience Metrics

GetFeedback

The most popular CX metrics catalogued by purpose and best use case. Guides

XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas

Experience Matters

During this "XM Fireside Chat," Bruce Temkin & Aimee Lucas discuss the leadership required to drive successful Experience Management (XM) programs. The post XM Fireside Chat: XM Leadership With Bruce Temkin And Aimee Lucas appeared first on Experience Matters.

Are You Still Using The Marketing 5Ps? Move To The Improved 7Qs.

C3Centricity

Marketing is a great profession and the marketing 5Ps is the code by which we live. I’ve worked in or with marketing teams for almost my whole career and I am passionate about brand building. From the outside, others see marketers as those who come to work late and seem to party all night.

10 Ways a Digital Insight Community Connects Brands & Customers During COVID-19

Vision Critical

Last week, we provided our customers with a complimentary survey template that could be used to get a pulse on customer and employee needs in these unprecedented times.

Daily Dose of OPTIMISM! Find Your Version of Giving, Big or Small

Customer Bliss

In each episode of the Daily Dose of OPTIMISM, I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below.

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Making the Automotive Service Experience Exceptional: Part 2 of 3

MaritzCX

Taking Care of Your Customers “During” In our last blog, which you can view here, we talked about the Before stage of Automotive Service. Now we will be going over the second part of an Exceptional Service Experience which is, of course, During the Service itself.

Interview With CX Ambassador Simon Whight

GetFeedback

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space. Articles

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Leaders: Four Experience Design Tips To Deal With Coronavirus

Experience Matters

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers.

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