Sat.Jan 04, 2020 - Fri.Jan 10, 2020

A Customer-Centric Culture Needs a Customer-Centric Leader

Customers That Stick

Here it is! Our first official blog post of the 2020s.

When CX Is a Matter of Life or Death

Heart of the Customer

If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives.

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Want to Win at Personalization? Let the Customer Lead

Think Customers

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations rise, the margin for error is rapidly shrinking.

The Differences Between B2B and B2C Customer Journey Mapping

GetFeedback

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). .

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The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

How to Improve Your Customer Expansion Strategy

Totango

Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

More Trending

Be Wary of “The Year of the Customer”

Experience Investigators by 360Connext

Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” ” I ask you to greet these well-meaning mantras with appropriate suspicion. For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

The Meaning of CX – not that CX – this CX – the Colleague Experience

Innovative CX

There’s been plenty written about how to improve your customer experience. Lately it seems like we are all talking about the importance of the employee experience as well. The linkage between the two is imperative to improving both experiences. The Colleague Experience differs from these two.

6 Emotional Drivers in the Retail Shopping Journey

Gold Research

With the 2019 retail season just closing, our New Year’s wish for 2020 is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy.

Which 5 Traits Would You Choose to Build the Ideal Customer Service Agent?

Steve DiGioia

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.

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.

Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

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Customer retention in the telecom industry – new thinking

TechSee

With the telecommunications industry at saturation point, and with services largely commoditized, providers suffer from exceptionally high rates of churn.

Creating a Customer-Centric Agency at the Department of Veterans Affairs (VA)

Heart of the Customer

I heard Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the VA speak at a recent Medallia conference and was blown away by his remarks.

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.

Six Types Of Experience Data (X-Data)

Experience Matters

One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need.

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The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.

Intraday Agent Inspiration Techniques You Must Consider

PlayVox

According to Glassdoor, appreciation is the single most critical element for motivating customer service teams.

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Five Consumer Lessons From The 2010s: #2

Forrester's Customer Insights

This is the second installment in a series of five blog posts highlighting important lessons about consumer behavior and attitude that emerged from the past decade.

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.

The Power of Moderation – A 2020 Perspective

Horizon CX

Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally. I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant.

Guest Post: Turn Customers into Fans by Telling the Truth, Especially When It Hurts

ShepHyken

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans.

Evolving the Customer Experience Industry by MaritzCX CEO Mike Sinoway

MaritzCX

Introducing the second CX Café Customer and Employee Experience Podcast: CEO of MaritzCX, Mike Sinoway, talks about innovations that are emerging in the customer experience industry.

A checklist for starting to measure customer experience

Lumoa

We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

Your Complete Customer Engagement Handbook

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

5 Ways to Leverage Technology to Reduce Call Center Costs

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs. Call Center Best Practices Customer Experience

Webinar: 3 Proven Ways To Master The Customer Journey

Kerry Bodine

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business.

How Canadian Tire and Salomon Achieve CX Success through Data Integration

Vision Critical

According to a recent Forrester report , “consumers are more aware than ever that companies collect and use their personal data for marketing and advertising purposes.”. Customer Experience

Smile and the World Smiles With You—Unless It’s Fake

ShepHyken

One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude.

How to Create an Exceptional Customer Experience

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

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

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Opening 2020 with Totango

Totango

Product update Jan 7, 2020 . Happy New year! I hope you all had a great time celebrating the new year with friends and family. . At Totango, we’re also celebrating our first release of the year. We are excited to continue bringing value to our customers and efficiency to your team. .

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Younger Next Year by Crowley and Lodge (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books.