Sat.Jun 29, 2019 - Fri.Jul 05, 2019

Customer Experiences for All

CX Accelerator

When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us.

What Are Onstage and Backstage in Customer Experience?

Customers That Stick

One of the questions I get a lot especially from people in trainings that are new to customer experience and customer service is, “What do onstage and backstage mean in customer experience?”

AOV vs. LTV: Why Customer Lifetime Value Matters

ProProfs Chat

Bundling? Free shipping? Suggested items? All of these eCommerce strategies work toward the same goal: getting customers to buy more on each visit, increasing the average order value. And they hold an important place in boosting revenue for your eCommerce brand.

Survey Reporting: How to Communicate Your Survey Results

GetFeedback

Survey reporting isn’t a prescribed formula. You need a way to present your findings in a meaningful way that caters to the audience at hand. To do so, many marketers create a presentation and a report. A presentation can provide need-to-know insights in a quick, informative way.

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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.

Actionable Insights: What they are, why they’re important, and how to get them

Lumoa

Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data. Feed generated with FetchRSS

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Is Packaging Part of Product or Promotion? Should it be Both?

C3Centricity

Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life?

Designing Surveys: 4 Key Things to Consider

GetFeedback

Not many companies spend the necessary time to designing surveys that look good. Design is often overlooked, which is a shame because it’s an essential part of getting the best survey results.

Survey 195

5-Agile Best Practices from the MaritzCX Engineering Team

MaritzCX

MaritzCX “Agile” Workspace Promotes Employee & Business Success The overall goal of the agile method is to adapt to change and deliver working software as quickly as possible.

Avoid the Failure to Empathize: Take the Customer Seriously

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. Ever been looked at sideways at a car repair shop? You know what I mean.

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The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

Five Rules of Customer Observation for Greater Success

C3Centricity

One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers.

3 Ways to Streamline Digital Customer Service Integration

NICE Systems

Digital customer service and business both move at the speed of now. Agility and flexibility are key, and responsiveness needs to be non-stop. This is why digital customer service is such a good fit for business and why integration needs to be seamless. There’s simply no time for mistakes.

What Happens to Customer Service When Unemployment Hits Historic Lows?

BlueOcean

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6%

Co-Creation With Customers: 5 Ways to Drive Better Results

360Connext

What does co-creation with customers really mean? Co-creation means letting your customers in on the ground floor of innovation and creating new products, services, and customer journeys in sometimes real time with them. Customers become partners and advisors, not just end users.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

The La-cross-e Between Coaching and CX

CloudCherry

I have been coaching high school lacrosse for 4 years now. I love the game of lacrosse and all that it can teach young athletes. I played the sport for 12 years and found that I love to coach just as much as I love to play. I value the relationships I build with my fellow coaches and my players.

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Learning from Others – Highlights from Customer Contact Week

NICE Systems

I’ve just returned from Las Vegas where I attended my first visit ever to Customer Contact Week – it’s the world’s largest customer contact event, in its 20th year. For the uninitiated, CCW is like those popular comic book fan conventions – except, instead of comic books, the hero is THE customer. It’s all about customer service and customer experience (CX).

How to Better Understand Your Customers

Wired and Dangerous

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity.

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Customer Service Success Stories: Visual Assistance Saves the Day

TechSee

Customer service calls are usually pretty routine: customers can’t log in, something isn’t working, they need help setting up a device, or they need clarification on a bill.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Proactive Customer Support

ShepHyken

Just last week I wrote about the concept of predictive customer support. Now, we take a slightly different angle with the concept of proactive customer support. The concept is simple. The company reaches out to the customer before the customer has a chance to reach out to the company.

5 Reasons Customers Love Chatbots

NICE Systems

Chatbots are a kind of silver bullet to fulfill the needs of today’s demanding digital customers. Let’s take a closer look at 5 reasons customers love AI-driven chatbots. 1) Customers expect self-service options. While customers still like talking to human customer service agents when they have complicated issues that need real interaction, these days most customers also expect websites to provide self-service options.

The Top 5 Customer-Centric Goals for an Enterprise

Totango

These days, customers expect personalized service. Whether they’re shopping for software or a way to increase sales, they expect you to be right there next to them searching for every potential edge that will help them grow their business.

Twitter's Top 10 Tips for Member Engagement

Vision Critical

Twitter knows a thing or two about engagement.

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Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

5 Top Customer Service Articles for the Week of July 1, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Is Customer Service The Same As Customer Experience?

BAYADA Home Health Care Reduces Call Abandon Rate 87%

NICE Systems

BAYADA Home Health Care provides clinical and personal care support services to patients at home, helping them stay independent and comfortable. With 360 offices in 23 states and five international offices, the company employs 28,000, mostly nurses and home health aides. While BAYADA has experienced robust growth in past years, its New Jersey contact center wasn’t so healthy.

How to Get Angry, Irate or Unreasonable Customers to Back Down (3 Steps)

Myra Golden

Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you.

3 Principles Underpinning Refinery29's Best-in-Class Insight Program

Vision Critical

With a global audience in excess of 249 million, Refinery29 is largely regarded as the preeminent authority on young women. A business that started as a creative-focused city guide now influences everything from Sunday brunch to big business.

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.