Wired and Dangerous

MARCH 22, 2021

Menus can tell you a lot about a restaurant. Some menus have limited choices; some have way too many. Some have language like “no substitutions,” “salad bar extra,” or “breakfast only served until 10:30 am.” Some show you pictures of their featured meals; some have crazy entre names like “Whoopee burger” or “Don’s Big Mess.” There are restaurants that communicate what they think of young guests by the size of their “children’s menu.

Customer Experience 91

Customer Experience Connections Communication Brands 91

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. In Part 1 of this 2-part series, we explored the key trends driving this transformation and the benefits organizations can expect when they include the visual element in their digital transformation efforts.

Self Service 109

Self Service ROI Touchpoint Engagement 109

Steve DiGioia

MARCH 22, 2021

Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. When we have these processes down pat, we believe that’s “all we need” to ensure a steady stream of satisfied customers. But we’re leaving out a significant aspect of service and something very valuable for a customer in need.

Customer Service 346

Customer Service Hospitality Policies Customers 346

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to spend more time reporting on what’s happened than making things happen. Time is limited and people are pressured.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Storyminers

MARCH 24, 2021

Each organizational and national culture is unique; so yes, you do need to be sensitive to them. Here are some general guidelines: Be conscious of the role hierarchy plays. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want. In these cultures, you may need additional skills, etc., and facilitation to get full participation.

Culture 230

Culture Tools Guidelines Video 230

GetFeedback

MARCH 24, 2021

Goals can improve your overall customer service, customer retention, employee experience, and more.

Customer Service 195

Customer Service Measurement How To Customer Retention 195

Win the Customer

MARCH 22, 2021

Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. The Importance of Using a Secure Fax and a virtual office address where the service provider will forward all of your mail, this is a really good one for Modern technology has made it easier for small business owners to manage and trac

Technology 188

Technology Software Banking System 188

Customer Bliss

MARCH 22, 2021

As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. Even as more people get the vaccine and we slowly edge into “normal life,” it’s vital for us not to waste this opportunity. We must take the lessons of this last year and use them to shape how we lead our organizations into the future.

Leadership 156

Leadership Customer Experience Company Customers 156

NICE inContact

MARCH 23, 2021

NICE inContact CXone infuses AI across all areas of the platform—from chatbots and conversational AI, to scheduling and forecasting, sentiment analysis and real-time agent guidance, just to name a few.

Contact Center 156

Contact Center Chatbots Analysis Engagement 156

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

GetFeedback

MARCH 22, 2021

Découvrez comment améliorer votre tunnel de paiement numérique et augmenter le taux de conversion.

195

195

Storyminers

MARCH 24, 2021

Each organizational and national culture is unique; so yes, you do need to be sensitive to them. Here are some general guidelines: Be conscious of the role hierarchy plays. In certain cultures there is a deep hierarchical bent; and if so, unless the ‘story’ comes from a ‘senior’, it may not really have the impact you want. In these cultures, you may need additional skills, etc., and facilitation to get full participation.

Culture 130

Culture Guidelines Video Tools 130

Alida

MARCH 24, 2021

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships. The widespread availability of digital banking features, personalized support, and self-service tools has completely changed how people do business with their banks.

Banking 130

Banking Self Service Metrics Retail 130

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data.

Measurement 151

Measurement Net Promoter Score Effort Score Customer Satisfaction 151

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. Before we get into the rules, it’s essential to know what you’re aiming at and why.

Customer Journeys 120

Customer Journeys Net Promoter Score B2B Training 120

ReviewTrackers

MARCH 24, 2021

Bank Customer Retention: Why It Matters. You’ve probably heard this more than a dozen times: retaining a customer is so much cheaper than acquiring a new one. This holds true for banks and financial services providers, too. Here are some bank customer retention statistics to consider: According to Customer Think , the costs of acquiring a banking customer are estimated to be around $200 while the typical customer generates only $150 in revenue each year.

Customer Retention 123

Customer Retention Banking Strategy Customer Experience 123

Alida

MARCH 22, 2021

WPS Health Solutions is a not-for-profit health insurance provider with a footprint that extends across the United States. Over its 75-year history, WPS has grown from a regional player in the Wisconsin market to become a leading force in the U.S. health insurance sector. The company offers a wide range of insurance products, working closely with members, employers, and the medical community to support a higher quality of care.

Insurance 130

Insurance Marketing Company Customer Experience 130

ShepHyken

MARCH 22, 2021

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. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. (CMSWire) ECM and content services, while related, are not the same.

Customer Service 135

Customer Service Employee Experience Customer Service Training Strategy 135

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Bob Hayes

MARCH 22, 2021

Data Science Roles and Their Skill Sets. An excellent way to learn about a subject is to ask people involved in that subject. Specifically, to learn about data science and machine learning, it is good to ask data professionals who work in those areas. A few years ago, I conducted a study by asking data professionals about their data science experience; I basically applied data science to the field of data science.

Survey 120

Survey Data Competitive Advantage Analytics 120

delighted

MARCH 23, 2021

It takes a lot to earn a customer’s loyalty. And once you bring someone into your company’s ecosystem, the last thing you want to do is lose them. By emphasizing customer retention as a key performance indicator (KPI) for your business, you can ensure your priorities are in the right place. What’s your customer retention rate? Before you can focus on improving customer retention, you must benchmark how you’re currently doing in this department.

Customer Retention 116

Customer Retention Strategy Net Promoter Score NPS 116

Zeisler Consulting

MARCH 23, 2021

I just got off the phone with a colleague and we were having a conversation about data. He brought up some good questions and points and so I figured I’d jot a few of them down here before they went right out of my head again. The gist of the discussion was the difference between quantitative and qualitative data. He was having some trouble explaining the difference to his boss.

Measurement 93

Measurement Data Leadership Survey 93

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? Empathy helps you come across as a compassionate, non-judgmental listener. With customers in intense situations, empathy helps you begin the de-escalation process.

Tools 111

Tools Insurance Interaction Customer Experience Design 111

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Conversocial

MARCH 26, 2021

What is the goal of any product launch? To make sure as many potential customers know about it as possible. It’s never quite that simple though, there are always improvements that can be made to achieve the perfect balance of excellent ROI, low CPL and high sign-up rate. In a lot of digital marketing, brands are stuck trying to find and target the ideal leads until they can get an email address, phone number, or any form of contact details.

Engagement 110

Engagement Advertising ROI How To 110

DemandJump

MARCH 24, 2021

In today’s highly digitized world, content is truly the king of marketing. It's arguably the most effective means to drive engagement, and it also helps build an impressionable online brand presence through your website.

Examples 105

Examples Strategy Marketing Brands 105

Team Support

MARCH 23, 2021

A customer can be very satisfied with the products and services of a company, but that doesn't mean they’ll remain loyal. Competitors can attract them by offering better customer benefits, including proactive customer support. Customer experience is decisive for both satisfaction and loyalty. However, most companies do not offer great customer experiences.

B2B 105

B2B Self Service Tips Social Media 105

The DiJulius Group

MARCH 24, 2021

Johnny Jennings, Chief of Police at Charlotte-Mecklenburg Police Department, Charlotte, has a vision for what type of police department he wants to build, some may call it an unrealistic vision. Jennings wants Charlotte to be known as the Chick-fil-A of police departments. And he is not just talking about it. He is committed to making. Read Full Article.

Groups 105

Groups 105

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Conversocial

MARCH 23, 2021

In a year when retailers have been forced to innovate with fewer customers in-store (and sometimes none at all), curbside pickup has been an excellent way of still generating sales while keeping customers and workers safe. Our own survey in 2020 found that 40% of shoppers had used curbside pickup during the pandemic. As the world starts to roll out vaccination programs, towns and cities are opening up, brands will want to start bringing customers back.

Customer Engagement 103

Customer Engagement Engagement Retail Innovation 103

One Millimeter Mindset

MARCH 25, 2021

How many cross functional opportunities do each of us have every day? Because these opportunities can redefine our professional value, moving forward. Cross functional opportunities are created both intentionally as well as arising quite unintentionally. Often, because we do not realize we are in the midst of such an opportunity. Mostly because we seem to toil on teams with people who may not bring out our professional best.

Leadership 99

Leadership Consulting Innovation Training 99

inSided

MARCH 26, 2021

You know all about product-led growth (PLG) already. It’s been ruling the SaaS world for years. But there’s a new kid on the block: Community-led growth. And it’s about to take off. More and more B2B companies are starting to realize how building communities contribute to their bottom line, reduces costs, and drives growth. Even VC firms have opened their eyes to community, with Grayscale stating that “we have been seeing a big underground trend emerge in our portfolio companies – growth coming

Feedback 98

Feedback Self Service B2B Connections 98