Sat.Jan 18, 2020 - Fri.Jan 24, 2020

From Build to Integration: The Essentials of a Successful VoC Program

CloudCherry

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX).

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers

ChurnZero

9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. Author: Emily Nesterick. In honor of the 62 nd GRAMMYs airing this weekend, I wanted to highlight a song nominee that’s become the unofficial anthem of dealing with difficult customers.

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3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.”

3 Best Practices for Creating Dashboards That Tell a Dynamic Story

MaritzCX

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder.

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.

The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. .

More Trending

Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.”

Brands 181

The true cost of not understanding customer feedback

Thematic

Last year was a hard one for me! . To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then walk for 3 hours into the jungle. .

Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand.

How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How To Build Your Own Feedback Analysis Solution

Thematic

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. . There are benefits to building vs. buying.

Guest Post: The Secret to Stand-Out Store-Level Customer Service

ShepHyken

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated.

How to Nail Your Customer Service Job Interview

Customers That Stick

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip.

Tips 78

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

7 Local Search Tips to Boost Your Online Presence

ReviewTrackers

Optimizing a website for local search results is a top priority for any business. Not only does it improve your ranking on search engines, but it can also bring in more customers. Our 2017 Local Search Report showed that 35 percent of all search traffic is local.

Tips 70

The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

B2B 68

5 Reasons to Launch Your Contact Center to the Cloud

The DiJulius Group

This article is brought to you by Nick Glimsdahl, MBA. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization.

25 Effective Ways to Measure and Improve Post Purchase Experience

SurveySparrow

Most businesses miss out on the big picture when they don’t have a marketing strategy on post purchase experience, that is set in stone. Your customers traverse through a myriad of emotions after they make the purchase.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout.

3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program. Articles

Tools 195

Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

MaritzCX

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey.

New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience.

How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes.

How To 195

Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.