Sat.Mar 20, 2021 - Fri.Mar 26, 2021

Is Your Service Menu Memorable?

Wired and Dangerous

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.”

The 3 Stages of the Visual Transformation Journey

TechSee

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.

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Don’t Accidentally Sabotage Customer Experience — Do This Instead

Experience Investigators by 360Connext

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.

Cultural nuances you need to take into consideration when using storytelling as a tool

Storyminers

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.

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

Demystifying Artificial Intelligence for Better Customer Experience How to build a successful business case for AI

NICE inContact

CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term.

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What Does an Allergy Have To Do With Customer Service?

Steve DiGioia

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.

Banks & credit unions: Improve your metrics by putting customers first

Alida

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.

Who can do a better job in your contact center—humans or AI? The answer is both!

NICE inContact

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. AI Contact Center Management Agent Engagement

Four Themes Will Shape The Future Of Insurance

Forrester - Business Intelligence

The future of insurance is here. That’s my view and I am sticking to it. Insurers can no longer wait on the sidelines. You must get in the game. What game you ask? The game for who wins the hearts and wallets of tomorrow’s insurance customer.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

There is a More Dangerous Pandemic Happening with No Vaccine

The DiJulius Group

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story There is a More Dangerous Pandemic Happening with No Vaccine I was recently in Florida enjoying a few days of vacation and warm weather. One of the many things I have always loved about being at a vacation place is how.

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Why WPS Health Solutions Puts Member Experience First

Alida

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.

Can Community Management Be Part-Time?

Vanilla Forums

Recently, I was having a conversation with a company about how they handle community, and the question came about community investment. They had seemingly bought into the value of community and seemed to understand the benefits that it has in connecting people interested in their brand.

The Most Important Measurement In Business

Hyken

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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How to Maximize Engagement on Your Next Product Launch with Facebook Messenger

Conversocial

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.

Building an Intelligent IVR for More Predictive, Contextual, and Conversational CX

UJET

The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX.

The Podcast So Far This Season

Customers That Stick

The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below.

Guest Post: How to Make a Company Culture Video That Wins Your Customers’ Hearts

Hyken

This week we feature an article from Victor Blasco , CEO of Yum Yum Videos. He writes about how creating a company culture video helps your business to build stronger relationships with your customers.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 Top Customer Service Articles For the Week of March 22, 2021

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. Forget Customer Experience. Forget Employee Experience.

Understanding Your Customer Lifecycle in 2021

Totango

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion.

When Rolling Out New Services Make Sure You Set Achievable Expectations

Middlesex Consulting

In field service, achievable exceptions drive customer satisfaction. In 1988 Michael R. Mantell wrote a book “Don’t Sweat the Small Stuff…and it’s all Small Stuff.” Now we know that Mantell was wrong when it comes to Field Service. Here is the real story!

How In-Store Pickup Improves Customer Engagement | Conversocial

Conversocial

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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Amazing Business Radio: Howard Tiersky

ShepHyken

The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance.

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Follow Six Steps to a Successful Customer Journey Analysis

Totango

A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand.

5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

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.

Best Technologies for Small Businesses

Win the Customer

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.

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!