Sat.Oct 05, 2019 - Fri.Oct 11, 2019

The Ultimate Customer Service Crisis Guide

Hello Customer

Customer Centricity

3 ways to retain customers + create brand loyalists in a world of unlimited options

SMG CX

To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty. CX Programs Omnichannel

Three Customer Experience Details Most C-Suite Leaders Overlook

360Connext

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? Now, this person was no slouch. This was a high-achieving, take-no-prisoners, BOSS of a person who I respect. And I was struggling to answer. I didn’t want to insult this person.

CEM 143

Productivity Tips For Customer Success Teams – PART 1

CSM Practice

Managing a growing customer base with ever-evolving desired outcomes requires being proactive and strategic. As a CSM, you can’t afford to be behind the curve on customer needs, you must proactively reach out to customers about guidance or any assistance needed.

Tips 52

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How retail brands are getting the customer experience right

Qualtrics

Danielle Lumetta, Retail Consulting Manager at Accenture, has advised some of the world’s biggest retail brands. In our latest CX Visionaries profile, we spoke to her about brands excelling with the customer experience, and how they’re doing it. Want more CX Retail Knowledge and Insight?

More Trending

7 Things to Remember on the Customer Experience Journey

Beyond Philosophy

I complain a lot about companies that get Customer Experience wrong. Today, I am going to take another angle and explore how one company has taken on the Customer Experience journey and gets it right. RICOH Canada has done some incredible work in improving Customer Experience.

5 Ways Cloud Technology is Transforming Customer Experience Management

Smarter CX

This is a preview of the on-demand webinar, Digital Transformation of Customer Experience Management: The Role of Cloud Technology. Cloud technology plays a key role in helping brands take their CX management to the next level.

The Advantages of Open Ended Survey Questions

Chattermill

The Advantages of Open Ended Survey Questions. by Sam Frampton. on 7 Oct 2019. surveys. customer experience. In this blog, we'll talk you through the advantages of collecting open-ended feedback and explain how it can help develop a deeper understanding of your customers.

How to Improve the Digital Customer Experience with Your Legacy Systems

Ecrion

As a responsible business leader, your top priority is the company’s bottom line. You work hard to optimize productivity and efficiency in the workplace. That’s why, years ago, you invested in legacy software systems.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

Recognizing Great Staff Performance Is Key to Improving Service Quality

CSM Magazine

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes.

Don’t Ask How to Get Executives to Care About Your CX Program; Ask Instead How You Can Support Your Executives

Heart of the Customer

I go to a lot of Customer Experience (CX) events. Although I learn a lot of new things, I also hear some common concerns throughout all of them. No matter the venue, you can be certain that somebody in the audience will ask a presenter, “How can I get executives to care about customers?”

Tools 78

3 Reasons You Should Focus on Customer Journey Management - Not Just Customer Journey Mapping

Gold Research

Customer Journey mapping is a popular tool and approach that many companies are using to understand their customer’s experiences, pain points and touchpoint satisfaction.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Building a Customer Experience (CX) Strategy

CX Accelerator

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”

How to Make the Most of Customer Experience Feedback

Totango

Acting on customer experience feedback gives you a competitive advantage. No other enterprise has access to the information you can gather from your customers. No one else gets to have a personal conversation with the very people your product is designed to serve.

3 Critical Metrics to Retain and Grow Customer Relationship Value

Strikedeck

Vincent Manlapaz, in an interview with Christina Wong, (Director of Customer Success and Support at Badger Maps), talks about achieving measurable results through authentic , genuine engagements with customers.

Why Positive Customer Experience Increases Customer Retention

NICE inContact

I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The combination of tangy mint and the deep sweetness of chocolate gets me every time.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Creating a collaborative contact center culture

TechSee

The traditional contact center – with agents in cubicles following scripts and rushing to meet individual KPIs – will soon be a thing of the past.

Your Organization Is An Experience Factory

Experience Matters

Experience Management (XM) isn’t just important, it’s the primary function of every organization. Because every organization is an experience factory. The post Your Organization Is An Experience Factory appeared first on Experience Matters. Customer experience XM - Experience Management

Provide Unexpected Transparency & Guidance

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by 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.

CXone Cloud Contact Center Software Helps Energy Company Soar

NICE inContact

As one of Europe’s largest and fastest-growing energy producer/retailers, the company has more than 20,000 employees and had been generating power—electricity and heat—in Sweden, Denmark, Finland, Germany, the Netherlands and the United Kingdom.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

Beyond the Ruling: Active Consent Is More Than a Checkbox

Vision Critical

“Check this box to consent.” “To To opt out, uncheck this box.”. Customer Insights Security, Trust & Transparency

Relating CX to Everything and The Rockstar Orgin story

CloudCherry

Wanna be a Rockstar? Take it from Jerry Garcia himself, who said, “You shouldn’t be trying to be the best in the world at what you do. You should be trying to be the ONLY person in the world that does what you do.”.

Make Customer Experience Development as Important as Product Development

Customer Bliss

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success.

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction.

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Regence Gets a 360 View to Improve Member Experience

Vision Critical

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families.

Showing Up On Time

ShepHyken

When I was a kid, my father taught me about being on time and why it is important. There were two times he gave me the “show up on time” lesson—neither of which I’ll ever forget. Before I get to the story and the lesson, let me give you some insight into my personality. I’m a people-pleaser.

IFS & Astea Announce Definitive Agreement to Strengthen Global Leadership in FSM Business

Astea

Combined company will have strengthened leadership position in Field Service Management (FSM) by integrating two of the most established and well recognized players in the market.