Sat.Oct 10, 2020 - Fri.Oct 16, 2020

article thumbnail

How to Turn Reactive Customer Experience into Proactive CX

Experience Investigators by 360Connext

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

article thumbnail

7 Strategies for Turning Customers into Advocates

Totango

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website,

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

article thumbnail

What Do You Do To Get Ahead? – Tip #20

Steve DiGioia

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.

Tips 279
article thumbnail

From Data to Decisions: Maximizing Retail Potential with AI

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and guest speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

article thumbnail

Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.

More Trending

article thumbnail

Office Politics and The Fine Art of Sucking Up

Storyminers

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

article thumbnail

Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager. Some managers want to be the center of attention, the star. They want the bosses to know how important their contribution is to the team.

article thumbnail

How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Meeting 202
article thumbnail

Introducing the new GetFeedback platform

GetFeedback

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273
article thumbnail

The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

article thumbnail

4 ways digital CABs drive business value

Alida

Customer advisory boards (CABs) are a great way for organizations to sit down with their high-profile customers and gather feedback and advice from this VIP audience. CABs present an opportunity to find out what you’re doing right and where adjustments could be made to better serve the needs of your most important customers.

Feedback 173
article thumbnail

IT Priorities Shift in the New Normal: More Pivotal to Contact Centers than Ever

NICE inContact

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?

article thumbnail

Top Customer Service Considerations for Retailers in a Post-COVID World

Customer Experience Update Submitted Articles

Retail 357
article thumbnail

What’s in a Name? Your Ability to Please Your Customers

Heart of the Customer

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167
article thumbnail

Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

article thumbnail

CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success

CXS

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide the way, Zendesk partnered with ESG Research to build … The post CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success appeared first on CX 2020.

article thumbnail

Are Labor Efficiency and Exceptional CX Mutually Exclusive? How to Achieve Both with Workforce Management

NICE inContact

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

article thumbnail

B2B Customer Experience Best Practices

Customer Experience Update Submitted Articles

B2B 359
article thumbnail

Getting Inside the Customer’s Mind

Beyond Philosophy

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131
article thumbnail

Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

article thumbnail

Aligning Customer Communication Styles With Your Own

Integrity Solutions

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

article thumbnail

How to Use Customer Feedback Analysis to Make the Most of Your Data

Chattermill

Analysis 246
article thumbnail

ServiceNow BrandVoice: Great Customer Service Requires A Smarter Workflow

Customer Experience Update Submitted Articles

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic.

article thumbnail

Is Your ATTITUDE Attracting Customers?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

article thumbnail

Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

article thumbnail

Remote Working 2.0: Optimising Contact Centres

Eptica

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs.

article thumbnail

How to Design for the Margins

dscout People Nerds

Designers need to be mindful that they’re designing with their users and not just for them. Dr. Christina Harrington believes community-based participatory design can get us there. .

How To 111
article thumbnail

The Evolution of Customer Success

Customer Experience Update Submitted Articles

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards.

article thumbnail

Amazing Business Radio: Jason Dorsey

ShepHyken

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Consumers 106
article thumbnail

The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

article thumbnail

The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills

Kate Nasser

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com.

article thumbnail

9 Proven Tips to Create an Anonymous Survey

ProProfs Chat

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.

Survey 105
article thumbnail

How Does Knowledge Management Improve Customer Engagement?

Customer Experience Update Submitted Articles