Sat.Nov 16, 2019 - Fri.Nov 22, 2019

The Top 5 Use Cases for Customer Journey Management

Kitewheel

To thrive in today’s experience-led business world, leaders need to understand the importance of the journeys that customers take buying and using products or services. The customer journey must be at the center of the entire business to engage and connect with customers.

Do customers play a role in creating better experiences for themselves?

Innovative CX

There has certainly been a lot written about putting the “customer” in the customer experience. That is, ensuring that the voice of the customer is listened to when it comes to executing your customer experience strategy.

Is One of Your Top 10 Memorable Moments Your Worst Customer Experience?

MaritzCX

Key Life Moments and the Experience Connection I think that your worst service experience ever is probably just as memorable as other key moments in your life, like the day you got married or the day you graduated from college. Just think about that.

3 Magical CX Lessons from Disney Plus

Think Customers

On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future, if this were Game of Thrones, Disney Plus is Daenerys coming to claim her throne.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

What Are They Doing That Your Business Is Not? This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. .

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How to Resolve 5 Common Customer Service Problems

CSM Magazine

When you own a business, fostering excellent customer service can be a challenge. Pleasing everyone who uses your products or services can be nearly impossible, even for those companies that rank high in this area.

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

Customer Support Trends and Predictions for 2020

UJET

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice. Over the years, we’ve seen voice lose ground yet still remain the primary support channel for customers in certain sectors.

Why Your B2B Journey Mapping Effort Is Doomed To Fail

Gainsight

We’ve all been there. After months trying to convince colleagues, “Let’s do it right this time,” finally, everyone agrees to invest in a cross-functional B2B customer experience effort. We get everyone in a room together for a couple days.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

5 Things Millennials Crave in Their Employee Experience

Smarter CX

“You Millennials are the laziest generation there is.” ” “You want to work for free and do the bare minimum.” ” “You have no respect for authority and are as entitled as they come.” ” Sound familiar? I’d bet a pretty penny that every Millennial has encountered – either directly or indirectly – such remarks on the generation’s sense of entitlement, poor work ethic, and respect for authority (more accurately, the lack thereof).

4 Ways to Increase Customer Loyalty and Remain Memorable

kommunicate

There are numerous studies out there that clearly show why it is extremely important to develop a loyal customer base. Also, it is equally important to keep those loyal customers happy and increase customer loyalty.

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Six Ways to Improve Online Customer Service

CSM Magazine

In today’s age of technology, the businesses that can offer effective online customer service will undoubtedly be the ones to thrive. However, virtual transactions pose a host of challenges in the service realm. If you want to step up your online customer service, we have six options to consider.

A Dramatic Change Doesn’t Have to Be a Traumatic Change

ShepHyken

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama , it takes on an entirely different meaning—one that’s negative.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Years One Through Four: How to Advance and Elevate the CCO Role

Customer Bliss

As the chief customer officer (CCO) of the organization, you may at times feel like you’re begging for people to listen to you, to understand your goals, and to implement your suggestions.

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

There’s a saying in business: if you can’t measure it, it never happened. But how do you measure satisfaction? Luckily, there’s a measure for that, too: customer satisfaction metrics.

The 3 Tactics of Successful B2B Customer Support Phone Calls

Team Support

While 90% of business-to-business (B2B) leaders recognize the importance of customer support, fewer than 25% of companies excel at helping their customers. It’s a concerning statistic as B2B markets thrive off long-term relationships with their clients.

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You Can’t Forcefully Increase Employee Engagement (BONUS: 3 Interview Questions Included)

Michel Falcon Experience

Employee engagement strategies are one way that I’ve built my business and career. It’s also one of the topics that I regularly keynote speak about. My three core focuses are employee engagement, customer experience and company culture strategies to grow a business. Like, actually grow a business.

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Driving Growth through Customer Success

Strikedeck

Vincent Manlapaz, in an interview with Emilia D'Anzica, a Customer Success and Account Management partner at Winning by Design, talks about driving growth across the organization. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

SaaS Customer Success: How engagement drives retention

inSided

You’re a Customer Success leader in a B2B SaaS organisation. You probably know about the importance of customer retention. In case you don’t—here are two pretty standard, and stand out, facts: Customer Success

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How to Take Action on CSAT Feedback

GetFeedback

Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. .

To Grow, Enable Customers to Achieve Their Goals

Customer Bliss

In this week’s Daily Dose video, I share an excerpt from a keynote I presented recently that focuses on 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.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

The Top 3 Things to Thank Your Contact Center Agents for in 2019

NICE inContact

It’s a foundational concept that all effective contact center leaders know to be true—when you take care of your agents, they take care of your business. Cultivating a culture of appreciation will keep agents inspired to perform in their job roles all year long.

Turbocharge Your Journey Map

Heart of the Customer

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. That’s not really surprising, is it?

5 Top Customer Service Articles for the Week of November 18, 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.

Transparency Is A Virtue In Business

Middlesex Consulting

When we talk about customer satisfaction, we eventually arrive at talking about how experiences compare to expectations. The more the two are aligned, the more satisfied and trusting your customers feel.

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.

AI clearing the way with conversational self-service

NICE inContact

NICE inContact has partnered with Google Cloud to bring its Artificial Intelligence (AI) expertise into the CXone contact center with Contact Center AI for natural language chatbots and interactive voice response (IVR) that enable rich conversational experiences.

Customer Success and ROI: How to Improve Revenue

Totango

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs.

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Bad Customer Complaint Handling Can Ruin a Brand’s Reputation

CSM Magazine

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” ” –Warren Buffett. Customer expectations have never been so high, but most businesses lack the skills to deal with upset clients.