Sat.Feb 02, 2019 - Fri.Feb 08, 2019

Four Ideas for Navigating Backorders with B2B Customers

Heart of the Customer

As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues. The customers were all businesses, but that’s where their similarities ended.

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Customer Personas - The What, The Why, and the How

CX Journey

Image courtesy of Pixabay Today I'm pleased to share a guest post by Stacy Sherman of DoingCXRight. This post originally appeared on the DoingCXRight blog on July 10, 2018.

Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.

Top 10 Tips for Gathering Event Attendee Feedback

GetFeedback

Event planning is an adventure, to say the least. Locking down the venue, getting people registered, promoting it across channels, working out the logistics… the list goes on and on. Before you know it, the day arrives.

Tips 299

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.

Migrating from Zendesk to Kayako with an Automated Service

Kayako

When you consider switching from Zendesk to Kayako and don’t want to dive into the tech details of the process, an automated migration tool may be the best option. One of such tools is Help Desk Migration service. It provides an intuitive migration wizard to lead you through the process.

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5 Questions About Building A Customer-Centric Culture - Dennis Snow

Lumoa

We asked Dennis Snow how to build customer centric culture and what customer experience means when working at Disney World. Feed generated with FetchRSS

How to Use Online Surveys to Re-Engage With Customers

GetFeedback

Are you struggling with the knowledge that there are many customers who have stopped engaging with your brand? Many businesses are. And they keep wondering what went so wrong that their once engaged customer completely stopped responding to their campaigns, emails and so on.

Survey 227

What Is a Virtual Call Center Agent?

NICE Systems

At first glance, the term “virtual call center agent” sounds like a Siri-like creature who exists in the ether, saving the day for troubled customers. Is it a bot? No, a virtual call center agent is a regular human being. “Virtual” modifies the call center, so the call center is virtual but the agent is very real. Most call centers still have a brick and mortar presence. However, cloud technology has enabled call centers to hire more remote, or “at home,” agents.

CX Opportunities in 2019: What We Can Learn from the Forrester Customer Experience Index

Customer Bliss

As companies are ramping up their 2019 initiatives at the beginning of this year, it’s a good opportunity to look back on what we’ve learned in 2018. As customer experience leaders, we have to set the tone for our organizations by acknowledging customer needs and motivations.

Brands 183

The Evolution of Support: How to Manage Customer Support in an Era of Self-help

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Because self-service emergence is increasing, the need to assess the amount of support being given to our customer service reps is more important than ever before. Is there a way to find the right balance between self-service and support?

5 Trends Set to Define Next Generation Customer Experience in 2019

TechSee

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

Trends 182

Use Your Live Chat Survey Data to Improve CX

GetFeedback

You’ve completed your live chat survey implementation and now you’re receiving valuable live chat survey data. You want to put this feedback to good use, but you’re not sure where to begin.

Survey 227

Relating Customer Experience to Customer Loyalty Part 3 of 3

MaritzCX

This is the last part of a three-part blog series based on the three questions I’ve been asked most frequently over my 20 years in various research consulting roles at MaritzCX. Last month I answered the question: “How do I set goals for my CX program?” If you are interested, that blog post is here.

Whisper Coaching: How Will AI Make Your Whispering More Effective?

NewVoiceMedia

The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

Good, Better, Best: Three Ways to Calculate the ROI of CX Initiatives

Speaker: John Joba and David Robbins

Customer Experience is at a tipping point. Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole.

Winning in the Experience Economy – Working up the CX Maturity Curve

NICE Systems

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. In this part, we will look at a framework to assess your organization’s CX maturity level and provide tips to move to higher levels. Everyone is excited about CX, given the direct correlation with revenue and margins. But it quickly becomes challenging; companies are often lost on where to start and how to improve CX.

How to Turn Survey Results Into Awesome Presentations

GetFeedback

One of the most exciting parts of conducting an online survey is showcasing the findings and results when data collection wraps up.

Survey 212

How the Most Important Touchpoints Get Ignored, And How to Fix It

360Connext

Touchpoints aren’t what they used to be. There was a time in our history when touchpoints were…finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated organization. When asked, ‘how does a prospect or customer interact with your brand?’ ’ a brand team might list something like the following. advertising. signage. in-store interactions. packaging. customer service calls.

Leading a Purpose-Driven Organization: Putting Customers and Members First at REI

Customer Bliss

Today, we’re doing something a little different; The Chief Customer Officer Human Duct Tape Show is in both video and audio form. I think you’re really going to enjoy this conversation between myself and Ben Steele , Executive Vice President, and Chief Customer Officer at REI.

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.

Future-proof Innovation – Vendors in it for the Long Haul

NICE Systems

It probably goes without saying that one major benefit of a cloud-based contact center is the access to continual, automatic upgrades and innovation as they happen. Unlike on-premises systems, where system updates or enhancements can translate into significant disruption to you operations, a cloud contact center enjoys the flexibility and seamlessness of updates—even larger scale ones—often without your agents even noticing.

Is Your Customer Intelligence Keeping Pace with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations continue to increase! 70% of American consumers say they have spent more money to shop with a business that delivers great service! American Express). They have raised the bar on how they view customer experience.

Marketo Integration

CloudCherry

Too often in my early career, I ran into a similar scenario like this. It’s Thursday afternoon and your CMO or VP calls you up and says, “Hey I need you to target a new segment of customers and start the new campaign we’ve been planning, to them before the weekend.”

CEM 195

Episode 37 – Why Your Customers Aren’t Asking You for Help

Kristina Evey

Shownotes – Why Your Customers Aren’t Asking for Your Help and How to Fix It You’re pretty certain your company … Read More Episode 37 – Why Your Customers Aren’t Asking You for Help. The post Episode 37 – Why Your Customers Aren’t Asking You for Help appeared first on Kristina Evey. Customer Experience Management Empathy Leadership Podcasting Uncategorized

How To 120

Building a Successful Community Superfan Program

Speaker: Jake McKee, CEO and Lead Strategist, Community5

Every social group is made up of members who are more engaged, more enthusiastic and more dedicated than others. In the online community space, we call these people Superfans. But the million dollar question…how can you attract these powerful and necessary people? Join Vanilla Forums for a discussion with Jake McKee, CEO and Lead Strategist at Community5, as he shares ideas and insights on how to best build and execute formal Superfan programs.

How to Build a Compelling Business Case for Modernizing Your Contact Center

NICE Systems

Increasingly, the contact center is used to deliver holistic customer experience throughout a lifetime of customers’ journeys. This makes sense since many of the activities designed to acquire and retain customers and to deliver and support products and services all utilize the contact center in some fashion. But what do you do if your outdated call center can’t deliver?

Why Did They Uninstall My App? Based on Real Research

Survicate

Congrats! You’ve got plenty of people downloading your app. But, are you paying attention to how people engage with your service? Converting new prospects to download your app is only part of the job.

4 Outsourcing Trends That Will Impact Businesses in 2019 (Infographic)

transcosmos Information Systems

The benefits of outsourcing are aplenty – reduced costs, streamlined operations, increased flexibility for your business, and more. With fast-paced innovations in tech, the outsourcing industry is poised to evolve, too.

Core Values are Decision Filters

ShepHyken

I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. All of the franchisees will be attending their annual meeting to network and learn about the latest and greatest opportunities happening in their industry.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.