How to Close Customer Feedback with NPS
Zonka Feedback
OCTOBER 7, 2020
Sat.Oct 03, 2020 - Fri.Oct 09, 2020
59 
Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?
ShepHyken
OCTOBER 9, 2020
This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.
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How to Combat Shopping Cart Abandonment
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them.
The Ultimate Guide to Monetizing Customer Learning
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
With CXone Technology, ECSI ‘Acts Like the Big Guys’
NICE inContact
OCTOBER 8, 2020
The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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How to Make Your Customers Feel Important – Tip #19
Steve DiGioia
OCTOBER 8, 2020
Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional, some are relaxed and carefree, and some are “by-the-book” without showing much emotion and simply going through the steps of service.
How to use the Customer Effort Score (CES) metric
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric.
I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know
NICE inContact
OCTOBER 7, 2020
Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.
6 Simple Tips For Customer Service Emails With A Personal Touch
Win the Customer
OCTOBER 6, 2020
Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.
Reimagine Your Communications With A Unified Platform
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
A Practical Resource Guide for Achieving Digital Accessibility Compliance
CXS
OCTOBER 7, 2020
The comprehensive accessibility service platform, eSSENTIAL Accessibility, shares with us their practical guide on how to bring your digital properties into compliance with the latest Web Content Accessibility Guidelines (WCAG). What is WCAG? The Web Content Accessibility Guidelines (WCAG) provides technical specifications … The post A Practical Resource Guide for Achieving Digital Accessibility Compliance appeared first on CX 2020.
Customer Disservice
ShepHyken
OCTOBER 7, 2020
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.
5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success
NICE inContact
OCTOBER 5, 2020
Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders. It's pretty clear when a customer service manager is or isn't producing results. Just look at the KPIs.
Demystifying Customer Journey Mapping: Highlights From CX Leader Roundtable
GetFeedback
OCTOBER 7, 2020
How Retailers Are Transforming Customer Experiences with Data & 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.
Digital Transformation and Digital Accessibility
CXS
OCTOBER 7, 2020
In an article written by eSSENTIAL Accessibility, a sponsor of the Customer Experience Strategies Summit, describes the importance of accessibility during a brand digital transformation. While many brands are focused on transforming processes and strategies into a digital-focused world, certain … The post Digital Transformation and Digital Accessibility appeared first on CX 2020.
Are You Meeting or Exceeding Your Customers’ Thresholds for Service Delivery?
Wired and Dangerous
OCTOBER 5, 2020
We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse-drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.
Amazing Business Radio: Steven Van Belleghem
ShepHyken
OCTOBER 6, 2020
A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.
Culture Is the Cart, Change Is the Horse
Heart of the Customer
OCTOBER 3, 2020
There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible
CXS
OCTOBER 7, 2020
With mandatory closure caused by the pandemic, online sales rise making the online customer experience important for many brands. It’s “make-or-break” for businesses when creating a great user experience, and that’s why implementing tools that help improve accessibility is strongly … The post Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible appeared first on CX 2020.
Banking: 5 keys to supercharging your digital strategy
Talkdesk
OCTOBER 8, 2020
Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.
Why Colleagues & Clients do not Trust Shifting Story Narratives
One Millimeter Mindset
OCTOBER 8, 2020
When you use shifting story narratives to persuade, justify or invite people to join your story, the effect is just the opposite. Instead of saying yes, they can become skeptical: of you, your solution and even your organization. Why? Because people do not intellectually or emotionally co-invest in stories that shape-shift. And considering that, overall, trust is at a premium these days, what stories are you telling?
Customer Success vs. Customer Support: What Are the Differences?
Totango
OCTOBER 6, 2020
Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .
11 Tips to Drive Learning Content Consumption
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Launch Your New Customer Experience Program with Colin Crowley
CXS
OCTOBER 5, 2020
Today, businesses are quickly aligning their marketing, sales, and customer support teams as it is proven to improve business relations with clients. Customer-centric companies are 60% more profitable than companies that don’t focus on customers as per Forbes. To get insight from … The post Launch Your New Customer Experience Program with Colin Crowley appeared first on CX 2020.
Cost-benefit analysis of moving to the cloud
Talkdesk
OCTOBER 5, 2020
The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. As the dust settles and planning begins for the next fiscal year, the focus is now on how businesses can remain cost-efficient in these very uncertain times.
People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership
Kate Nasser
OCTOBER 4, 2020
National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.
Digitization vs. Digitalization: What’s the Difference?
Ecrion
OCTOBER 6, 2020
What is Digitization? | What is Digitalization? | How They Can Transform Businesses |. By using the Internet, entrepreneurs are able to accomplish nearly any task that they pursue. This is especially true when it comes to the overall productivity of their business. But, not everyone understands everything they should about digitization vs. digitalization.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Convince Your Boss To Invest In CX
CXS
OCTOBER 5, 2020
The customer experience goes through several pivots in its lifetime to adhere to the ever-changing customer need. Many businesses face the reality of needing to adjust strategy more often than expected which may require new investments for these new plans. … The post Convince Your Boss To Invest In CX appeared first on CX 2020.
Let’s Ignite a Customer Service Celebration!
Team Support
OCTOBER 5, 2020
As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !
Today, SurveyGizmo Transforms to Alchemer
SurveyGizmo
OCTOBER 9, 2020
By David Roberts, CEO of Alchemer. Today SurveyGizmo transforms to Alchemer. We have considered changing our name for years as our customers have expanded well beyond surveys. They also count on us in ways that go way beyond what “gizmo” implies. “Alchemer” reflects the commitment we have to our customers and matches their expectations of us. Growing b eyond “Survey Gizmo ”.
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