February, 2020

How to Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

4 Ways to Get Rid of Painful CX Silos

Comm100

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media.

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How to Create a Customer Success Adoption Plan

Totango

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption?

The difference between transactional surveys and relationship surveys

Lumoa

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS

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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!

CX Training Can Make You Happier… Here’s How To Get Started

Experience Investigators by 360Connext

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” ” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.”

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Add Agent Specialization to Your Customer Support Strategy

UJET

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. So while that person can speak about a subject, they are not necessarily the best source available to dive deep into the matter at hand. This phrase can be applied to numerous industries and roles, however, when discussing customer support agents, it can be even more relevant.

The Power of Questions

Horizon CX

Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them or about them which quickly merges into a second personal story and then a third and so on.

Guest Post: What a CX Professional Can Learn from a Top Salesperson

ShepHyken

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople? I give them customer experience tips and insights, not the other way around.”. But you’d be surprised.

3 Marketing Best Practices That Improve Customer Experience

Vision Critical

Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance.

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.

Bigfoot Customer Service. What Is It and Why Are You Still Giving It?

Steve DiGioia

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors.

Guest Post: Why Businesses Must Emphasize a Human Touch Over the Phone

ShepHyken

This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems.

Agents Get the Driver Seat in Delivering Customer Experience

NICE inContact

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys. Customer Experience Agent Engagement Contact Center Trends & Insights

Is IT the ‘It Factor’ for CCOs?

Heart of the Customer

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers.

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!

Self-service: a Key to Reducing Dissatisfaction in Customer Relations

Inbenta

Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents.

The Best Customer Discovery requires Storytelling Patience

One Millimeter Mindset

Today we’re talking about the importance of having storytelling patience when conducting customer discovery interviews. Customer discovery is a methodology used for building startups, new corporate ventures / intrapreneurial activities, design and engineering projects, and sales. Actually, in my storytelling for STEM professionals and left-brain thinkers playbook, you and I are never quite finished with customer discovery. Because our existing and potential customers’ stories are never-ending.

Why Your Customers Can't Stop Calling You

Topdown

There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it. Customer Experience Customer Communications Digital Experience Digital Transformation

Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth

Beyond Philosophy

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce.

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.

5 Best Practices to Encourage Customer-Centric Growth

Totango

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you.

Why Seamless CX Matters More Than Ever

Upstream Works

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes. However, this requires orchestration across your entire contact center operation.

5 Great Customer Experience Automation Cases

Lumoa

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

The Ecosystem of CX Solutions

SuiteCX

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market.

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The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

The Two Ultimate Questions For XM Metrics

Experience Matters

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.

Build Admirable Acts, Guided by Your Non-Negotiables

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.

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Free CSAT Calculator

GetFeedback

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

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CX Best Practices: Aer Lingus Leverages Customer Feedback

MaritzCX

Using Customer Feedback to Prioritise Business Investments In 2014, Aer Lingus started its CX programme with the end goal of discovering what its customers really think, take the subjectivity out of business decisions and have a single source of truth to embed employee bonuses, business cases and IT priorities.

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!