Sat.Feb 13, 2021 - Fri.Feb 19, 2021

What Can the Mandalorian Teach You About Your Customer Service?

Steve DiGioia

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service.

What Is a Living Journey Map?

Heart of the Customer

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time.

ROI 91
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How to Streamline Your Buyer Journey to Build Loyal Customers

CSM Magazine

Building a loyal customer base is essential to growing and maintaining a successful business. Loyal customers will always choose your brand over any others. They will do this based on their experience of your products, customer service and the unique qualities that set your business apart.

Here’s why the experts think empathy is the key to customer experience

Comm100

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

Brands 198

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Fresh Ways to Energize Your Digital Customer Engagement

NICE inContact

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers.

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NPS question guide

GetFeedback

Everything you need to know about the NPS question, its history, and how to use it. Guides

NPS 195

Here’s why the experts think empathy is the key to customer engagement

Comm100

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.

NICE inContact and Toyo Tires put CXone to the Test in Hot Air Balloon over Canberra

NICE inContact

As customer experience becomes crucial for brands to survive and the future evolves at rapid pace, NICE inContact has put its world-leading cloud-based contact centre solution, CXone, to the test with Toyo Tires (Australia & New Zealand) in a simulated contact centre experiment in a hot air balloon over Canberra.

Brands 156

State of Customer Experience 2020 – Northridge Report

Storyminers

If you’re a customer experience practitioner, the responsibility of proving that what you’re planning will work may be falling on your shoulders. Getting the latest information, statistics, and perspectives is time Dash consuming.

Report 130

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!

What is a Voice of the Customer survey?

GetFeedback

The ultimate guide for using VoC surveys to improve the customer experience. Guides

Survey 195

Abandoned: an ice storm in Texas and why call centers need to evolve

Talkdesk

The post How To Create and Construct a Compelling Vision: Crisis is a Time to Define Future appeared first on Talkdesk

Did 2020 Reveal the future of Public Sector Contact Centers?

NICE inContact

Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO.

How AR Enables the 4 Key Field Service Trends of 2021

TechSee

In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency.

Trends 109

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!

What is a Likert scale and how to use it

GetFeedback

Everything you need to know about using a Likert scale, from advantages to best practices and examples. Guides

Who Writes YOUR Words? – Tip #29

Steve DiGioia

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words?

Tips 152

Guest Post: Improving Employee Experience for Your Customer Service Team

ShepHyken

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team?

Miro and SuiteCX: Collaboration in the time of COVID

SuiteCX

I love whiteboards. Like, in an inordinately needy way. If I am noodling on something, either alone or with my team, it’s always “Let’s go to the whiteboard” to sketch, to scribble, to brainstorm. When the pandemic hit and we were all forced to work from home, the pain was real.

Tools 130

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.

GlowTouch a 2021 Global Outsourcing 100 Company

GlowTouch

GlowTouch a 2021 Global Outsourcing 100 Company. Recognition by IAOP ® an Honor for Louisville-Based Business. LOUISVILLE, Ky.

How to be a Zero Risk Company

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story It is easy to have excellent customer service when everything is humming along. Which typically happens during your slowest times. Perfect world circumstances are rare and the exception.

The ER Strategy 2.0: Small Improvements Add Up

ShepHyken

Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact.

How to Improve Your Brainstorms

Vanilla Forums

Innovation is more crucial to business success than it’s ever been. Everybody is looking for the next great idea that the competition hasn’t thought of yet. It’s not enough to innovate, businesses need to innovate faster, more efficiently and with greater success than their competitors.

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!

5 Crucial Customer Satisfaction KPI Scores to Track

Totango

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others.

Classifying Spoken Utterances Without a Dictionary

Interactions

This blog is written courtesy of Interactions R&D team. Improved artificial intelligence (AI) technologies along with the widespread availability of capable devices has led to a recent surge in speech-driven conversational systems that allow users to interact with virtual agents.

Amazing Business Radio: Christy Augustine

ShepHyken

Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach.

SEO Fundamentals of Hosted Online Community Forums

Vanilla Forums

If you have an online business, you know that how you rank in a search engine results is vital. Heck, it can account for almost 50% of your traffic , so getting it right is important. Community Search Engine Optimization

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Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.