March, 2020

Four ways to reduce lines at big-box stores


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. Lines like these while exaggerated by our current health crisis are not just a problem of the moment. Retailers are losing nearly $40 billion a year to long lines. Besides the revenue loss, lines foster a bad customer experience that can have a ripple effect on a brand’s identity.

Why Customer Experience Is Now Job No. 1 for CEOs


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. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate every aspect of how products and services are designed, priced, View Article. General

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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. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story.

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. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial revenue in the short term, and. Build customer loyalty that will ensure the long-term viability of your business.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How To Create a Customer Insight Strategy


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5 Ways to Prove Your CX Metrics Are Impacting Business Results


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


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. Once a customer has reached the boiling point of frustration and annoyance, it can be very difficult – and trying – to bring your company back into that customer’s favor once again. However, the task is not impossible, and with these 10 tips, you can successfully transform an angry customer into a loyal client once again.

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. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about. Leaders should do the following three things when you take on the responsibilities of a chief customer officer or head of customer experience. Create One Version of the Truth.

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. But this is only one type of trigger.

Guest Post: Good Customer Service Is More Than Good PR


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. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows. After all, word of mouth can work both for and against you.

How To Direct Your Customers During the Coronavirus Pandemic


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


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. Consumers are no longer satisfied with “just” a product, and are finding different, more fundamental means of identifying (and spending money) with brands.

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?


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. So let’s see what are the specificities of each of them. Button/Menu-Based Chatbots. As the name suggests, these chatbots offer the user to choose from several options, presented in the form of menus or buttons.

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. So, how can you keep a support team happy and working together when they are 10, 100, or even 1,000 miles apart? Here are 7 tips for managing a remote customer support team….

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


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. Planned investments that were intended to drive growth — like hiring, media spend and software purchases — are being reevaluated as business leaders are forced to triage what they need to do to weather the storm.

First and Third Party Reviews: A Breakdown


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. However, it might still provide some benefits in other ways. Google’s Official Verdict for Third Party Reviews.

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


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


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. Servicing this same vehicle is often looked at in a different. View Article. Automotive

It’s A Perfect Time To Show Our Humanity

Experience Matters

One of our principles for making changes to your Experience Management (XM) programs, SHOW HUMANITY, is critical for all of us right now. The post It’s A Perfect Time To Show Our Humanity appeared first on Experience Matters. Empathy

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Celebrating Inclusivity at Intouch Insight


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


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

6 Ways to Provide Meaningful CX During a Global Crisis


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

7 Ways to Deliver Awesome Customer Service


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. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.