Sat.Aug 15, 2020 - Fri.Aug 21, 2020

12 Examples Of Email Customer Service Best Practices

Magellan Solutions

Technological advances gave way to the proliferation of new modes of communication. For businesses, these new channels mean new ways to respond to customers and improve customer relationships.

What a Customer First Strategy Means Post Pandemic

C3Centricity

Denyse Drummond-Dunn · What a customer first strategy means today. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”.

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Customer Experience Indexes: Modern Thinking

ClearAction

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

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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!

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

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More Trending

Two More Opportunities to Journey Map In Your Pajamas!

Kerry Bodine

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever.

Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.

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Top 10 Contact Centre Challenges for Small Businesses

NICE inContact

The ‘new normal’ still feels far from normal and contact centres now need to look at building a solid foundation for a work-from-home model, one which addresses technology needs and environment specifics like security and reliability.

Use SMIRC Goals to Define Customer Experience Outcomes

Experience Investigators by 360Connext

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful.

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.

What is Learned Helplessness and How Does it Hurt Employee Experience?

GetFeedback

A look into how the way we're wired impacts employees' perception of work and satisfaction. Articles

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

Best Practices for Improving CSAT in your Contact Center

NICE inContact

Customer experience (CX) is the new tool for competitive differentiation and every company large and small is investing in creating better experiences for their customers.

5 Keys to Hiring Customer Service Frontline Reps During COVID-19

Customer Bliss

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries.

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!

The Pandemic’s Impact on the State of Online Shopping Worldwide

GetFeedback

This report examines how COVID-19 has affected the ecommerce industry and the customer experience space. Reports

And the Customers Tweeted Happily Ever After

Storyminers

What makes a story stick around? Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? Let’s look at the ancient story of “David and Goliath.”

Everything You Need to Know About Finding the Best Cloud Contact Center Software

NICE inContact

Selecting contact center software is kind of like choosing a house to buy - you want to get it right because it's a big investment and you know you'll have to live with the decision for a while.

Be a Professional

ShepHyken

What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Contactless and effortless – service excellence in the new normal

TechSee

In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact.

How Big Data is Changing Opportunities to Serve Customers in SMB

Storyminers

In a previous Story Miners article , we shared insights about this year’s trends in customer experience. It was mentioned that innovations like AI, the IoT and virtual reality will change how consumers interact with sellers.

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Resilience – Tip #12

Steve DiGioia

For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger.

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Build an Executive-Level CX Change Coalition

Heart of the Customer

You can’t create an improved customer experience without active executive support. The top barrier to customer experience (CX) initiatives is “Other priorities.” Unless you actively engage executives on an ongoing basis, your program will become another flavor of the month.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

What ATTITUDE are your Customers Experiencing?

Wired and Dangerous

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies.

The Hotel Review Sites You Should Monitor

ReviewTrackers

Hotel review sites are one of the most important sources of customers in the hospitality industry. Research shows that 78 percent of consumers use online reviews to compare hotels before placing a reservation.

The Methodologies of Marketing Orchestration – Part III

Optimove

In the first two parts of this mini-series, we detailed the different methodologies available for marketers to orchestrate customer communications. The Methodologies of Marketing Orchestration – Part I. The Methodologies of Marketing Orchestration – Part II.

Change the Game in 5 Minutes: Omada Health Embraces 3 Unshakeable Pillars of Customer Success

Gainsight

Welcome to our Change the Game in 5 minutes Series. In these conversations, we talk with customer success leaders who are role models for others who want to serve customers better. Arvind Stokes , VP of Customer Success and Support at Omada Health , certainly fits the bill.

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!