Sat.May 09, 2020 - Fri.May 15, 2020

What essential retail can teach us about prepping for the next normal

SMG CX

As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like. Industry Trends CX Programs

Incorporating Customer Feedback in your Business Planning

IntouchInsight

Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes

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7 Reasons for Failure When Adopting a Customer First Strategy

C3Centricity

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today?

How to Be Ready to Serve Customers in the New Normal

Integrity Solutions

What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home. We’re socially distanced. And we’re collaborating in new ways.

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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!

3 Questions To Guide Your “New Normal” Customer Experience Strategy

Kerry Bodine

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.

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How to Create Your CX Program Charter

GetFeedback

The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program. Articles

How To 231

HR Leaders: It’s Time to Build Your XM Skills

Experience Matters

Over the last few years, it’s been great to see a rising number of HR professionals focusing on Employee Experience (EX) and driving more engaged, high-performing workforces. This has only enhanced my belief that EX represents a critical opportunity for the entire HR profession to increase its value. By definition, EX is the collection of experiences and interactions that employees have with their employers.

The Pandemic Trigger: It?s Time To Update Your Journey Maps

Kerry Bodine

We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic, my general advice for when organizations needed to update their journey maps went something like this: Think about this activity like you think about servicing your car. Maintenance Mode.

SheTech Summit Takes Girls to New Heights

NICE inContact

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved. Contact Center Trends & Insights Call Center Best Practices

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.

Governance Structure: How to Take Your CX Team Cross-Functional

GetFeedback

Establish these five committees to properly structure and govern a cross-functional CX program. Articles

Consider the Employee Journey When Improving Workplace Experiences

Experience Matters

Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage employee experiences in a manner that results in engaged employees.

H is for Heroes and Other Leadership Lessons from Seth Godin

Customer Bliss

During this time, I’ve been bringing together leaders who influence us all to share their wisdom in live conversations on LinkedIn and Twitter. Follow me on either platform to find out about my next live broadcast, join us, and ask your questions—we’ll answer them during the broadcast!

CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival. Customer Experience Agent Engagement Advantages of the Cloud Contact Center Trends & Insights

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 to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Experience Investigators by 360Connext

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. The Covid era means some leaders are even more resistant to the idea of investing in customer experience, which they may see as nebulous or a “nice-to-have” rather than a “must-have.”

3 Reasons Why We Let Businesses Take Us For Granted

Steve DiGioia

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what? I’ve had enough, I’m leaving.

Customer Journey Map – the Top 10 Requirements

Heart of the Customer

It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy. At that time, when I first wrote Customer Journey Maps – the Top 10 Requirements, I didn’t know the post would be viewed hundreds of thousands of times, […]. The post Customer Journey Map – the Top 10 Requirements appeared first on Heart of the Customer.

Foundational Readiness: Business Continuity for the Work-From-Home Contact Center

NICE inContact

At this point in the timeline of the COVID-19 pandemic, nearly every company that operates a contact center has had to transition some, if not all, of their agents to a work from home environment. According to an informal survey on one of our recent webinars, 88 percent of our customer attendees said they had moved all their agents to a work-from-home setting. Agent Engagement Call Center Best Practices

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.

Salesforce Trailhead: Build a CX Program With GetFeedback and Salesforce

GetFeedback

GetFeedback has partnered with Salesforce on a new trail to help Salesforce employees guide customers on building a best-in-class customer experience (CX) program. Tools

Social Media Reputation Management: How to Do it Right

ReviewTrackers

Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.

We’ll Be Stronger When This Is Over

ShepHyken

I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.

SheTech Summit Takes Girls to New Heights

NICE inContact

Launched in 2014, SheTech is an initiative led by the Women in Tech Council, is the largest industry-led STEM program focused with more than 12,000 participants. Students get to see and hear directly from women about their careers in STEM and the impact they’ve had on the companies they serve. See how NICE inContact got involved. Contact Center Trends & Insights Call Center Best Practices

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.

Omnichannel Customer Support – a Shopping Checklist

Comm100

Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. So it’s little surprise that many companies are on the look-out for a strong omnichannel solution that suits their needs and goals. Shopping for an omnichannel solution can be intimidating. Your omnichannel platform should help your company achieve its objectives and key results (OKRs).

How COVID-19 Is Testing My Leadership Skills and What It Is Teaching Me Along the Way – a Weekly Update (Week Six)

Calabrio

I want to start off this week’s column by thanking everyone who has been reading along here on the Calabrio blog, on TMCnet, and those of you that have reached out via email and social media to share your own stories. If only one lesson sticks with me (but believe me, there are going to be lots of lessons that I hold on to) it will be that we cannot get through this type of global change alone.

A Guide to Successful Field Service Outsourcing during a Crisis

TechSee

Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees. The increasing demand for rapid, high-quality service coupled with an aging and shrinking pool of experienced technicians has further entrenched the practice of outsourcing in the field service industry.

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CXone Enables Companies to Provide Exceptional Customer Experience Globally

NICE inContact

As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival. Customer Experience Agent Engagement Advantages of the Cloud Contact Center Trends & Insights

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!