Sat.Aug 31, 2019 - Fri.Sep 06, 2019

Voice of the Customer question examples and methodologies

delighted

All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service or not matters to the success of your company. Voice of the Customer , or VoC, identifies how well your business and employees know your customers and determines if you are successfully addressing their needs and expectations.

Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)

Strikedeck

Paul provides valuable insights into merging Customer Experience and Customer Success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How To Know If You’re Prospect-Centric Or Customer-Centric

Gainsight

What is a customer? It’s a word I’ve typed so often in my job here at Gainsight I find myself accidentally typing it on autopilot half the time I type any word that starts with the letter “c.” ” It’s probably the most used noun on our website and blog, ahead of “outcomes” and “success.” ” But everyone knows what a customer is, obviously. I mean, we do, right? It’s a person who buys a product or service, right?

Employee Experience – Good for Employees, Good for Business

IntouchInsight

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

Travel 287

Improving Experiences in a Patient-as-Consumer World: Part 1 of 4

MaritzCX

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

More Trending

3 Best Practices on Embracing the Hard Stuff from a Customer-Centric CEO

Vision Critical

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

K.I.S.S (Keeping it Simple Stupid)

CloudCherry

No, we’re not talking about the chocolate variety.

Sales 276

3 Reasons Why Behavioural Science is Critical for CX Transformation

MaritzCX

Spare a thought for the millions of emails that are never opened. For the millions of letters that are never read. For the millions of website clicks that never reach conversion. For the millions of full baskets that are never checked out. For the millions of forms that are never filled out.

260
260

But Does She Have Customer Service Skills?

Steve DiGioia

a fancy resume is just not enough. This is it. This is the one. We’ve finally found someone with a good resume, hot damn. Look at it! Let’s call her up for an interview. Then someone says, Wait, does she have customer service skills? What do you mean? Just look at her resume.

A Day in the Life of a Customer Service Agent

NICE inContact

So much of the conversation surrounding customer service and customer experience is focused on the customer that at times we forget about the necessity of taking good care of customer service agents.

The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now. Articles

3 Steps to Solidify Your CX Foundations at a Cultural Institution

Customer Bliss

I’m excited to be back with new episodes of the Chief Customer Officer Human Duct Tape Show. In today’s episode, I have an engaging and enlightening conversation with Craig Langlois , the Chief Experience Officer at the Berkshire Museum in beautiful Berkshire, Massachusetts.

Episode 64 – A Conversation with Customer Service Expert Jeff Toister

Kristina Evey

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read More Episode 64 – A Conversation with Customer Service Expert Jeff Toister. The post Episode 64 – A Conversation with Customer Service Expert Jeff Toister appeared first on Kristina Evey. Culture Customer Experience Customer service Podcasting Uncategorized

How to evaluate HIPAA compliant patient engagement software vendors, Part 2

Comm100

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA fundamentals and the role of the software vendor.

The Top 6 CX Articles of 2019

GetFeedback

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Our list of the top CX articles of 2019 covers all these topics and more. . Article No. 1: Human Experience is Greater Than Customer Experience.

The De-Evolution of a Business

ShepHyken

Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers.

The Contact Center of the Future in the Distributed Workforce Era

TechSee

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all.

Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership

Kate Nasser

Leaders, a great employee attitude is essential not negotiable. Lead, inspire, & expect it. Don't tolerate a bad attitude. Tips fr Kate Nasser, The People Skills Coach™. The post Leaders, Great Employee Attitude is Essential, Not Negotiable | #Leadership appeared first on KateNasser.com.

Revealed: The Two Secrets to Customer Loyalty

Beyond Philosophy

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

Amazing Business Radio: Peter Fader & Sarah Toms

ShepHyken

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms.

How to Stop Hiring Toxic Employees (A Lesson for Every Company)

Michel Falcon Experience

We’ve all done it. We hired someone who spoils our company culture. They spoil team alignment, alienate others and are typically only cordial to your company’s best clients. I’ve mistakenly hired these people before.

Why is Customer Engagement Important and Valuable?

Totango

The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives.

The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Beyond Philosophy

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now.

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect

ShepHyken

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

How To Create An Automated Sales Funnel

Joe Rawlinson

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world….

Sales 85

Product Tour

Optimove

Discover Optimove. Want to see Optimove in action? Fill in your details to watch a four-minute product tour video. Learn about what makes Optimove unique, and see it in action! The post Product Tour appeared first on Optimove

Video 83

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

Groups 130

5 Top Customer Service Articles for the Week of September 2, 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.

On their Terms: Millennials Shift the B2B Buying Journey

Lenati

Enterprise technology buying is changing, driven by two major trends: the consumerization of B2B and a generational shift as Millennials step into decision-making roles.

B2B 80

3 Questions Every CSM Can Ask Themselves to Help Level Up Their Effectiveness.

ClientSuccess

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation.

Top 10 ways to keep your online clients happy

Customercount

Top 10 tips on how to keep your online clients happy as part of your reputation management activities. Continue reading → The post Top 10 ways to keep your online clients happy appeared first on CustomerCount. News online reputation reputation management

Tips 76