Sat.Jul 27, 2019 - Fri.Aug 02, 2019

What does it mean to be “Customer Centric” and why is it important?

Chattermill

What does it mean to be “Customer Centric” and why is it important? by Chris Valentine on 1 Aug 2019. customer experience. customer centric. Many companies have made a conscious effort to understand the voice of the customer on a deeper level.

4 Principles for a Great Customer Feedback Program

CSM Magazine

If you want to deliver great customer service, you need a sold customer feedback program – one that’s based on the 4 principles outlined here. Is your goal to deliver great customer service? That’s terrific! I like it. More importantly, your customers appreciate your ambition too!

Three Myths about Customer Loyalty

Strikedeck

Andy shares his insights on the top 3 myths about Customer Loyalty. Customer Success Customers Onboarding saas value realization

5 Ways Successful Teams Close the Customer Experience Gap

360Connext

It’s easy to underestimate the efforts it requires to become a truly customer-centric organization. Brave leaders do their best to lead customer experience initiatives that make an impact. But there are processes, protocols and even people who are obstacles to seeing results.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Breaking the Status Quo of CX — Part 1

CloudCherry

A sobering stat has been making the rounds in customer experience (CX) circles lately: 93 percent of organizations fail to differentiate on CX, according to CX thought leader Bob Thompson.

More Trending

The 5 Essential Practices for Your Customer Experience

Beyond Philosophy

Because we have frequent thunderstorms and power outages in my Florida home, I recently decided to buy an uninterruptible power supply for my electronics. I’ve had good experiences with Apple products so I first checked to see if Apple made that sort of thing.

The Show Must Go On! Elevating Customer Experience with Conversational AI

NICE inContact

We’ve heard lots about how Artificial Intelligence (AI) is redefining customer service — and it really hit home for me last week while I was out enjoying dinner and a show with my mother. We’d just shuffled into the theatre, when I realized that my ATM card was missing.

5 Ways to Boost Marketing and Sales with Live Chat

Kayako

The past few years have seen live chat completely change the way online businesses carry out marketing and sales.

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How to Take Survey Feedback and Build an Actionable Plan

GetFeedback

Collecting survey feedback from your customers is easier now than it has ever been before. Survey tools can help you to aggregate valuable information through email, chat, social media, and more. But while collecting survey feedback is simple, the real value is in actioning that feedback.

Survey 195

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.

Segmentation Research is Critical to a Successful Business Strategy

MaritzCX

MaritzCX leverages decades of experience to determine the most appropriate segmenting method to uncover the most effective solution that will benefit you and your customers.

5 Key Technologies for the Future of Digital Customer Service

NICE inContact

We talk a lot about “future-proofing” your business. It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. You’ll need a solution that can easily scale as business grows.

Maximizing the Employee's Role in the Customer Experience

IntouchInsight

Learn how to maximize the employee's role in the customer experience

How To 176

Two CX Leaders Share Frameworks to Improve Customer-Centricity in Their Organization

Customer Bliss

As we continue to revisit conversations with CX leaders who were previously on the show, today we’re going to explore strategies implemented by two CX leaders at global corporations: Scott Allison , CCO at DHL Supply Chain and Jon Herstein , CCO at Box.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How Computer Vision Applications are Changing the World

TechSee

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.”

Boost Revenue in 8 Easy Steps

NICE inContact

What can you do when revenue targets keep increasing but your budget stays the same? It’s a challenge more and more companies are facing – and many of them are looking to their contact centers for solutions.

How Haggar Overcame the Challenges of Wear Testing with Customer Insights

Vision Critical

Wear testing, also commonly referred to as a home usage test (HUT) or in-home user test (IHUT), is a method many consumer goods and retail brands use to get direct feedback on their products. The brands ship their products to select consumers to use in their homes.

Customer Respect: Are You Treating Women with Respect?

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.

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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.

AI: When to play it safe and when it’s risky business

Comm100

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market , smartphones didn’t exist, and we were all rooting for Joel Goodson to be accepted into Princeton despite his questionable choices.

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Gain Quality Customer Feedback and Avoid the Creep

NICE inContact

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Ask Less, Learn More. If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. You’ll elicit more responses from short surveys that get straight to the heart of the matter. Short survey’s respect your customer’s time. What is the sweet spot? A three-question survey isn’t too short. A six-question survey is probably too long.

The Customer-Free Zone

ShepHyken

There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire.

8 Practical Customer Feedback Workflow Automation Ideas

Retently

Almost any business process improvement can be stripped down to a pretty simple formula: achieve more with less time and effort.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Boost your Sales with Customer Browsing Data

Optimove

Many ecommerce companies track their customers’ browsing activity – when they entered the site, which pages they visited, and for how long. In some cases, this data just piles up on the company’s servers, but sometimes it can be used to generate actual value.

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The Problem with Doing Nothing in the Contact Center

NICE inContact

Boston is famous for its meandering streets that seem to take the long way to where you need to go. Folklore tells of how the trails of aimlessly wandering cows were simply paved over. This may not be true, but it serves to illustrate a point.

5 Top Customer Service Articles for the Week of July 29, 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. Your company has a vision: Why can’t everyone see it?

Customer Experience vs Customer Success: What’s the Difference?

Totango

Imagine you are planning to fly home for the holidays. How do you feel about the impending journey? What is your mood as you visualize the process of finding a flight, booking a ticket, getting to the airport, checking your luggage, passing through security, and boarding the plane?

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!