June, 2019

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels.

Customer Experience vs. User Experience vs. User Interface

GetFeedback

I’ve lost count of the number of meetings that I’ve had with copywriters, marketers, and designers where the terms customer experience (CX) , user experience (UX) and user interface (UI) have been used in an interchangeable manner. In those meetings, I’ve always gotten the gist of what they were trying to explain, so I’ve overlooked the terminology.

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Leveraging the Innovation Process to Improve the Customer Experience

MaritzCX

The term “innovation” conjures up a multitude of visions. Most people associate innovation with emerging technologies such as artificial intelligence (AI) and 3D printing.

My History Of Enterprise Transformation And XM

Experience Matters

I’m frequently asked to share my views about the evolution of experience management (XM), so I’ve spoken (and written) about topics such as CX establishing the foundation for XM.

Video 277

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Humanizing the Customer Experience

IntouchInsight

In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience

More Trending

Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

BlueOcean

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process.

Ask NPS Questions Using a Storytelling Approach

GetFeedback

When you write a story, what is the first thing you should think about? Your audience. The same holds true for your Net Promoter Score survey. Really, writing a survey question is just another type of storytelling.

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Techniques to Improve the Survey Experience on Mobile Devices

MaritzCX

The information in this article was originally shared in the MaritzCX webinar, Mobilize Me! Click here to listen to the webinar now.

Survey 415

Service NSW Tops My Worldwide XM Tour

Experience Matters

I’m on my way back from Australia; the end to a very long, but wonderful road trip.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How Positive Emotions Keep Customers Coming Back

NICE inContact

Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is at the core of customer experience.

Honor Your Customers: How to Build a Respect Delivery Machine

Customer Bliss

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below.

Guiding Principles of Customer Advocacy

Vision Critical

As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative.

7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

We know that customer’s opinions and feedback are important because they impact the sustainability of a company throughout its lifecycle.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

Vehicle Manufacturers’ Secret Sauce: The MaritzCX New Vehicle Customer Study 50-Year Anniversary

MaritzCX

Look Who Turned 50! 2019 marks the 50-year anniversary of the MaritzCX New Vehicle Customer Study (NVCS)—the automotive industry’s largest and longest running buyer behavior consumer survey. The NVCS provides monthly consumer feedback about vehicle shopping, buying patterns, and feature preferences.

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Stop Obsessing About Organizational Alignment

Experience Matters

I was recently asked a question that I hear a lot, how do we get alignment across our large, complex organization? This is an important question since the path to Experience Management (XM) often requires large-scale change. I’m now just saying: Stop focusing so much on it.

How Visual Engagement Tools Can Streamline Online Banking Experience

CloudCherry

Online banking has been transforming customers’ behaviors, expectations, and needs. Why is that so? It’s because it provides a more comfortable life for the customer, which is what they want precisely.

4 Steps to Assessing the CX Work That Needs to Be Done at a Young Company

Customer Bliss

As a CCO at a startup, how do you assess the work that needs to be done to begin the CX transformation? In today’s episode, we’re revisiting conversations with two CCOs who have implemented CX programs from the ground up: Chelsie Rae Lee of SnackNation and Allison Pickens of Gainsight.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Keep Your Contact Center in North America Without Breaking the Bank

BlueOcean

A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. With the convergence of economic factors and technological advancement, it was seen as the cheap alternative for companies who required basic customer support solutions.

CX Tools: Why Few is Better Than Many

GetFeedback

CX tools are dominating the software space. In fact, according to Capterra , there are over 300 different customer experience tools currently on the market. This isn’t surprising, considering customer experience is becoming a more important metric year after year. This is because, within most industries, customers have more than one (sometimes dozens) of similar options to choose from right at their fingertips.

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7 Simple Ways to Get Repeatable, Consent-Based Feedback from Millennial Women

Vision Critical

Bustle Digital Group 's Trend Group team are experts in engaging Millennial and Gen Z women. The BDG Hive is an extension of their brand, so ensuring an exceptional experience through all interactions is paramount.

The Real Key to Customer Loyalty

IntouchInsight

CX thought leader, Colin Shaw, talks about the combined impact of your customers' most prominent memory, and their last memory with your brand

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Customer Experience Trends by MaritzCX CEO Mike Sinoway

MaritzCX

Introducing the first CX Café customer and employee experience podcast: CEO of MaritzCX, Mike Sinoway, talks about emerging trends and technologies being seen in the customer experience industry.

Trends 260

Give Trust to Get Trust: Let Two-Way Trust Define Your Actions

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Video 194

5 Ways Live Chat Improves Your Customer Support

Kayako

At Kayako, we’re big proponents of live chat customer support. That’s because we know how powerful it can be at helping boost your customers’ experience—and your business in the process.

Creating a Questionnaire That Drives Responses

GetFeedback

Staying competitive in business today requires meeting and exceeding customer expectations. To do that, you first need to know what their expectations are. One of the best ways to find out exactly what your customers want is by collecting customer feedback through questionnaires. . By sending questionnaires to your customers, you can gather insights that will help you improve their experiences and move your business forward.

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Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.