Sat.Oct 24, 2020 - Fri.Oct 30, 2020

5 common CX metrics: What they measure and where they fall short

BirdEye

Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations.

Developing True Business Integrity Throughout Your Organization

Integrity Solutions

Values statements are helpful, but they’re not nearly enough. The “culture champions” — those organizations that make integrity a way of doing business — are the ones that stand apart from the rest. The Value Of Integrity. How important is integrity in business?

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It’s Finally Time for Frictionless Financial CX

Think Customers

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months.

Digital and Analytics: A Match Made in Heaven

NICE inContact

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX.

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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!

Best Chatbots – Top AI Chatbot Technology in 2020

Comm100

By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots.

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.

How to Get the Most from Your Contact Center Call Recordings

NICE inContact

There are numerous reasons to record calls, but leading the pack is quality. Call recordings play a central role in monitoring, measuring, and improving call quality. A quality management program without call recordings is like macaroni without cheese. The pair belong together.

Overcoming the CXM plateau: Take customer experience to new heights

Vision Critical

Creating a better customer experience is great for business, so it’s no wonder that so many brands have made customer experience management (CXM) a top priority. After all, what’s good for the customer is always good for the business too.

10 Language Blunders That Would Have Been Avoided With Market Research

David Frank

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!

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.

Build Your Customer-First Foundation, Align Your Team, and Unite the C-Suite with Data-Backed Insights

Customer Bliss

As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue.

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The New Executive Position: CLO (Customer Love Officer)

ShepHyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.

How Can You Turn an Incensed Customer Into an Instructive Customer?

Wired and Dangerous

PwC reports 32% of all customers would stop doing business with a brand they loved after one bad experience. After experiencing value-enhancing customer service interactions, there is an 82% probability that the customer would stay even when presented an opportunity to switch.

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.

A Quick Checklist to Kickoff Your Local Digital Marketing Strategy

ReviewTrackers

ReviewTrackers

Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not

eglobalis

Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis.

Here’s What You Should Know about Serial Entrepreneurship

Joe Rawlinson

Entrepreneurship can be addicting. Once you’ve learned how to become an entrepreneur , chances are you’ll get to work right away. Entrepreneurs are creative, risk-taking, and business-savvy; they possess all the unique qualities that make starting a business possible.

Guest Post: How Voice Technology Can Improve Customer Service

ShepHyken

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers?

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!

How mature is your remote support offering? Evaluate it with this Capability Maturity Model

TechSee

Using a Capability Maturity Model for remote support can provide valuable information both about what may be missing in your current level of adoption, but also introduce the concepts necessary to take it to the next level. You can access a detailed, comprehensive maturity model for remote support , or read on for some examples.

Covid-19: How Social Media Habits Are Changing

Brandwatch CX

React

For B2C, Cleanliness Is the New Black

Heart of the Customer

Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […]. The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer.

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Amazing Business Radio: Matthew Barnett

ShepHyken

Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

How Your Business Can Use NPS to Drive Reviews

ReviewTrackers

ReviewTrackers

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Human Motivations Amid Disruption: 5G, COVID-19 & More

Chadwick Martin Bailey

Answer : Massive disruption as we know it. Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. In addition to stocking up on toilet-paper , our family’s digital dependence has sky-rocketed.

The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work.

EX: where external + internal customer loyalty pays

Customercount

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times.

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.