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.

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

How To Create a Customer Insight Strategy

Lumoa

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5 Ways to Prove Your CX Metrics Are Impacting Business Results

GetFeedback

How to connect your CX results to the overall performance of your organization. Articles

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.

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!

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

How To 141

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.

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.

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.

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!

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

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.

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

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

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

Alida

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.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.