Horizon CX
MARCH 1, 2021
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. The issue at hand was the conflict that debated the company priority: Customer Satisfaction or quarterly numbers.
Pink Guava
MARCH 2, 2021
Customer – Vendor relationships are often treated as guarded, professional, and more transactional. Looking at today’s dynamic market behavior and so many options available for anyone to choose from, this belief is sure going to impede your business success. Bottom line is that if we need to stand out in the market and continue to grow our client base, we must start looking at customers as humans and treat them so!
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Daniel Group
MARCH 3, 2021
Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.
GetFeedback
MARCH 1, 2021
Best practices, pitfalls, and next steps for leveraging a CX maturity model at your organization.
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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.
Lumoa
MARCH 3, 2021
In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Storyminers
MARCH 3, 2021
One of the things you need to know about storytelling is that it pivots around the storyteller. If the storyteller isn’t effective or credible, chances are your story won’t achieve its goals! However, any storyteller knows that listening is an active experience, so it’s any storyteller’s job to create an experience that draws people in and allows them to discover a new truth for themselves.
GetFeedback
MARCH 2, 2021
How to enhance your digital checkout funnel and increase conversion rates.
Comm100
MARCH 4, 2021
Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. But the question is – how did this really affect live chat operations? How did agent and customer experience change, and what does this mean for 2021?
NICE inContact
MARCH 1, 2021
NICE inContact’s CXone offers a unified, intelligent suite of applications that cover all facets of contact center management. It can simplify administration requirements while streamlining the experience of users. Businesses looking to keep up with the competition, lower costs, run their operations more efficiently, and realize greater revenues should consider NICE inContact CXone for call center outsourcing.
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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.
Alida
MARCH 5, 2021
Though considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co., consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis.
GetFeedback
FEBRUARY 28, 2021
How to collect customer satisfaction metrics and take strategic action based on your findings.
Bill Quiseng
MARCH 1, 2021
“You will be the same person in five years as you are today except for the people you meet and the books you read.” Charlie “Tremendous” Jones. Believing in this mantra for years, as an avid reader of the books by Dr. Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.
TechSee
MARCH 1, 2021
“Do you want to SuperSize that?” and “Do you want fries with that?” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there. But the days of relying on sales staff to entice customers to re-open their wallets are coming to an end. The rise of new digital engagement channels is making it easier than ever for Customer Service staff to do the (selling) deed, while pushing the CX to the next level.
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.
ShepHyken
MARCH 3, 2021
It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.
GetFeedback
MARCH 3, 2021
Positive customer relationships are crucial to the success of your company. Here's why.
ReviewTrackers
MARCH 3, 2021
Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?
eglobalis
MARCH 2, 2021
The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived! appeared first on Eglobalis.
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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?
Gainsight
MARCH 3, 2021
I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.
GetFeedback
MARCH 2, 2021
Become a CES expert with our comprehensive 4-week email course.
Second to None
MARCH 2, 2021
Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. It’s your personality, values, and attitude that fuels your brand’s perception out in the world. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. But how can you do that?
Eptica
MARCH 5, 2021
Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?
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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,
Bob Hayes
MARCH 2, 2021
Results of a worldwide survey reveal that data professionals overwhelmingly use a personal computer or laptop as their computing platform most often for their data science projects. The next most used computing platform is a cloud computing platform and a deep learning workstation. The practice of data science requires a variety of different tools and technologies to extract value from data.
GetFeedback
MARCH 2, 2021
Simplifying CX YouTube series video on how to use the NPS metric.
CSM Magazine
MARCH 3, 2021
Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.
The DiJulius Group
MARCH 3, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.
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.
ShepHyken
MARCH 2, 2021
The Perks of Influencer Marketing. Using Social Media to Build an Engaging Customer Experience. Shep Hyken interviews Elma Beganovich, founder and COO of A&E Digital Marketing. They discuss the importance of influencer marketing in the customer experience. Top Takeaways: Influencer marketing is a way to add to your customer journey. It starts with social media.
ChurnZero
MARCH 5, 2021
“But I did everything right.”. Have you ever bemoaned this common refrain after a customer unexpectedly churns? You adhered to the best practices. Your customer said they were happy. You thought everything was going swimmingly, perhaps even exceptionally well. Customer engaging? Check. Customer satisfied? Check. Customer seeing results? Check. . But still, when presented with the opportunity to leave, your customer just up and churns on you.
Chadwick Martin Bailey
MARCH 4, 2021
I’ve been thinking recently about how to do work that matters as it can be easy to find yourself lost in a seemingly endless tide of information and data. I wrote a blog post about this topic a couple of years ago, and thought it was about time for a refresh. Be business-decision focused: Insights professionals know as well as anyone that a lack of focus throughout an engagement can have devastating consequences.
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