GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 245

Touchpoint Customer Journeys Customer Experience Customers 245

Hello Customer

JANUARY 22, 2021

Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging.

Company 56

Company Meeting Customers Customer Experience 56

SmartKarrot

JANUARY 19, 2021

The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on.

Customer Satisfaction 52

Customer Satisfaction Customer Experience Loyalty Loyalty Programs 52

NICE inContact

JANUARY 20, 2021

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Strategy 212

Strategy Examples Contact Center Engagement 212

Advertiser: Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Engagement

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.

Comparison 197

Comparison Culture Employee Engagement Groups 197

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat.

Software 158

Software Video Social Media Knowledge Base 158

NICE inContact

JANUARY 21, 2021

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Meeting 156

Meeting Connections Communication Customer Experience 156

Steve DiGioia

JANUARY 18, 2021

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

Customer Experience 187

Customer Experience Policies Report Course 187

GetFeedback

JANUARY 19, 2021

Simplifying CX YouTube series episode on building a robust CX technology stack. Videos

Technology 195

Technology Video 195

Advertisement

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!

Customer Satisfaction

Storyminers

JANUARY 20, 2021

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series.

Leadership 130

Leadership Culture Resources Technology 130

NICE inContact

JANUARY 18, 2021

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

B2B 156

B2B Insurance Technology Customer Experience 156

Steve DiGioia

JANUARY 21, 2021

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it.

Tips 168

Tips Hospitality Training Industry 168

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

Customer Experience 111

Customer Experience Customer Service Exercises Touchpoint 111

Advertiser: Skilljar

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!

ROI

TechSee

JANUARY 18, 2021

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.

Contact Center 109

Contact Center Knowledge Base Video Trends 109

Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).

Tips 102

Tips Loyalty B2C Survey 102

Wired and Dangerous

JANUARY 18, 2021

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

Social Media 91

Social Media Hotels Report Analysis 91

ShepHyken

JANUARY 18, 2021

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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.

B2B 82

B2B Comparison Tips B2C 82

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.

Meeting

TechSee

JANUARY 18, 2021

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.

Insurance 109

Insurance Contact Center Industry Customer Success 109

Heart of the Customer

JANUARY 20, 2021

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.

Tips 91

Tips Interaction Customer Journeys Consumers 91

Bizagi

JANUARY 21, 2021

What is Low-Code Automation? Low-code automation is a means of automating business processes that requires little coding, making it easier for non-technical business users to get hands-on with automation projects and decreasing reliance on developers and software engineers.

Software 75

Software ROI Training Marketing 75

ShepHyken

JANUARY 22, 2021

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.

Call Center 76

Call Center Contact Center Technology Marketing 76

Advertiser: ZoomInfo

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!

Sales

Wootric

JANUARY 21, 2021

You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.

NPS 74

NPS Net Promoter Score Survey Effort Score 74

Integrity Solutions

JANUARY 18, 2021

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore.

Sales 74

Sales Social Media B2B Course 74

Brandwatch CX

JANUARY 18, 2021

React

Consumers 73

Consumers 73

ReviewTrackers

JANUARY 20, 2021

Research

Trends 72

Trends Management 72

Advertisement

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Engagement