Sat.Oct 26, 2019 - Fri.Nov 01, 2019

5 Reasons You Need to Take Long-Term Social Customer Care Seriously

Russel Lolacher

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft .

4 Ways the Experts Master Journey Mapping

Experience Investigators by 360Connext

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact.

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Customer Feedback is a Gift Your Business Can’t Live Without

Steve DiGioia

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

The 5 Phases of Customer Feedback Failure


Every day in companies around the world people sit down in meetings and decide today’s the day that they’re going to get serious about collecting customer feedback. Lots of earnest discussion follows, agreements are reached, actions allocated and heads nod in full agreement.

Emotional Affinity, Customer Service, and Collecting

CX Accelerator

When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar.

Give Recognition Where It’s Due


There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this.

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Five Tips for Building a Customer Success Team


In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.

5 Factors to Consider When Choosing Your Customer Success Management (CSM) Technology


Regardless of your industry, the rate of technology adoption and competition is increasing substantially year over year, which can make it difficult to keep your customer retention rates high. Yet, reducing churn while keeping customer health scores high is critical for long-term company growth. .

How to Communicate with Customers for Stellar CX


There has been a continued focus on customer experience in the business world, and for good reason. Customer experience isn’t just a persistent buzzword, it has a real impact on your business. Like many concepts, customer experience (CX) is multifaceted.

Three Characteristics of XM Leaders

Experience Matters

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” ” This is a critical theme for many executives.

What I’ve Learned as a Female Leader in SaaS

Vision Critical

Kelly Hall, Vision Critical Chief Customer Officer, was recently named one of the Top 50 Women Leaders in SaaS of 2019 by The Software Report. Here, Kelly shares some wisdom gleaned over her 17-year career in tech.

Asking Scary Questions to Improve Your CX Program


Today’s consumers are not afraid to switch things up, if a company’s service fails to live up to their expectations. With so many choices across the marketplace, customers will go wherever they feel their needs are best met.

Things You Never Think About When Implementing a CX Program


Considering Implementing a CX Program? Good decision! While you’re at it, it might be a good idea to consider the things that are often overlooked when it comes to this noble endeavor.

Managing Real-time Changes to Customer and Operational Needs

NICE inContact

Access our webinar: Delivering True Operational Agility in Times of Crisis. Advantages of the Cloud Call Center Best Practices Omnichannel

How VMware Partners with Customers to Design Products

Vision Critical

With an open dialogue with customers, companies can accelerate and de-risk product innovation by gathering insights at every step of the product development cycle.

Innovative Lessons from the Miracle Mets of 1969


How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago Innovation Requires a Continuous Team Effort To innovate successfully, you can’t just rally the troops or hastily assemble a task force when upper management suddenly identifies a need.

How to Define Customer Satisfaction and Measure it


Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms.

Managing Real-time Changes to Customer and Operational Needs

NICE inContact

Access our webinar: Delivering True Operational Agility in Times of Crisis. Advantages of the Cloud Call Center Best Practices Omnichannel

5 Key Takeaways from Forrester CX SF 2019

Vision Critical

We all want to improve our customer experience. We’ve created customer journey maps and tried to focus on improving the whole experience and the Forrester CX Index is telling us that across the board in all industries, the customer experience is not improving. What are we missing?

Do You Actively Communicate with Customers During Times of Disruption?

Customer Bliss

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done.

Halloween Horrors: Monsters that Cause Call Center Attrition


The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween.

CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world's largest hotel groups.

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How to Define Customer Satisfaction and Measure it


In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. Articles

How to Address the Underbelly Work as a Chief Experience Officer at a Nonprofit

Customer Bliss

As CCOs, a lot of our work involves understanding what drives the culture of the organization. It’s about how the organization views its customers/audience, and vice versa. This deep dive is what I often refer to as the underbelly work.

The Remarkable Power of Habit to Transform Customer Behavior

Beyond Philosophy

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience.

The History of Customer Service in 500 Words

NICE inContact

The history of commerce stretches back 150,000 years. And as long as there have been customers, there has been customer service. Even as professional merchants began to flourish about 3,000 years ago, every exchange of goods and services remained face to face.

Embracing Change


Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive.

The Greatest Avenger of the CX Universe

CX Accelerator

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why?

20 Best Marketing Campaigns of 2019, Ranked by Data

Brandwatch CX

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CXone Contact Center Solutions Help Radisson Hotel Group Support Guest Experiences

NICE inContact

Radisson Hotel Group had emerged as a leading global hospitality company and one of the world’s largest hotel groups. But like many companies that transition their operation from call center to contact center as they grow, Radisson realized there was a definite disconnect: it was using an out-of-date, on-premises Avaya system to manage its global network of contact centers and BPOs.

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Astea Celebrates Halloween


It’s that spooky time of year: Halloween! This year, our Horsham office employees got extra creative! Here is a photo recap of the fun-filled day: The marketing team switched identities for the day! Let’s not forget about the creative office decorations!

Is the Goal creating Enduring Professional Stories or Temporary Ones?

One Millimeter Mindset

Enduring professional stories are the stories clients and colleagues remember, long after you leave the room. First, your message sticks in their brains: motivating their actions beyond today. Then, that message catalyzes their professional behavior and mindset tomorrow and in the future.

Amazing Business Radio: Blake Morgan


Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. Shep Hyken interviews Blake Morgan.

Managing Real-time Changes to Customer and Operational Needs

NICE inContact

Access our webinar: Delivering True Operational Agility in Times of Crisis. In crisis and in calm, 211 LA County helps over 1.4 million people every year, and its 60 Community Resource Advisors respond to more than 500,000 contacts annually. It also provides support to other 211 operations across the country in times of disaster.