Sat.Jun 16, 2018 - Fri.Jun 22, 2018

Why a startup mentality may not help big brands

Vision Critical

Large brands are increasingly turning to smaller ones for inspiration. These brands are hoping that by learning and adopting a startup mentality, they can fend off disruption and continue to lead their industry. In many ways, copying or even acquiring smaller players makes sense for larger brands.

Brands 157

Journey Mapping Your Way to Better Customer Communications

CX Journey

Image courtesy of Pixabay I originally wrote today's post for Zingle. It appeared on their blog on January 16, 2018. Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers.

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran

Customer Bliss

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center.

How To Best Utilize Content Marketing To Gain Consumer Loyalty

Second to None

The Importance of Content Marketing. Content marketing is frequently used to make certain the target audience sees exactly what they want. This helps ensure they share the content with others while gaining their loyalty to the brand. There are important guidelines for content marketing and the old views should be eliminated. Producing immediate sales from the content is important.

The Essentials to Scaling Your Customer Success Program

Most tech companies start with a barebone customer success ‘program’ that is reactive. As revenue grows and the go-to-market strategy is identified, founders quickly realize they need a proactive program that goes beyond basic customer services. By now the team may have a CRM program to manage customers and a basic set of steps they put the customer through. This simply isn’t enough to grow your customer relationships to their full potential value. You need a customer success program to grow quickly and to serve many through scale. This is where the right people, processes and technology come into play. Join Emilia D’Anzica, a customer success and engagement strategist, as she walks you through customer success essentials to consider as you grow your company and customer success team. During this webinar, you will learn core pillars of customer success by: Putting yourself in your customer’s shoes. Shifting your strategy to a Growth mindset. Building a scalable customer success framework. You'll walk away with actionable steps for you and your team to leverage immediately. When: November 14th at 11AM PT (2PM ET, 7PM GMT)

Six Laws of Customer Experience (Infographic)

Experience Matters

The most dowloaded content that I’ve published is our free eBook, The Six Laws of Customer Experience. It’s been translated into many languages and read by 10’s of 1,000s of people. It continues to be very popular because it uses simple language and concepts to describe what we call “the fundamental truths about how organizations treat customers.” ” We’ve developed an updated infographic that brings the laws to life.

Journey to Contact Center Success

inContact

As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

More Trending

Consumer Trends Taking Over the Food Industry This Summer

QuestionPro Audience

Summertime brings the heat, barbecues and pool parties. The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer.

Customer Experience: Top Resources To Design the Best Strategy For Your Business

Omnicus

Deliver the best CX with these tools and resources to acquire and retain more customers. Customer Experience

Don’t Lose Customers to a Bad Contact Center Experience

inContact

79% of consumers indicate that they will leave you if you provide them just one bad customer experience. Consumers not only demand the best from your product or service, but they demand the best from your people, and your systems. There isn’t much room for error, and a lot is at stake!

Is Financial Uncertainty the New Normal?

MaritzCX

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill.

See the PureCloud call center in action

All cloud contact centers are not created equal. Register now for an upcoming live demo covering supervisor, admin, and agent experience in PureCloud!

Pet Tech Is Taking The Pet Industry By Storm

QuestionPro Audience

The U.S. pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. Pet technology is a category that is growing at a rapid pace, with no signs of slowing down.

How Costly Is It to Not Engage Customers? 

360Connext

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? Sometimes we set ourselves up for this! It even echoes back to us in the way we engage within our own organizations.

Introducing The Temkin Customer Success Index

Experience Matters

Over the last few years, many B2B organizations have created customer success organizations that focus on ensuring that their clients are happy. These companies are realizing that customers aren’t just buying their products, they’re making purchases with the expectation that they will achieve some value from the provider’s products and services. As I discussed in a previous post, many customer success organizations still look a lot like old-fashioned account management teams.

Hoveround Successfully Navigates Customer Service – Increases Lead Conversion 116%

inContact

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility. But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Ruby Receptionists: Putting Their Customers First (by Actually Putting Them Second)

AskNicely

W ant to amp up your brand’s customer experience, but aren’t sure where to start? Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. Some of the world’s biggest brands would agree; as Virgin Group founder Sir Richard Branson said, “Put your staff first, customers second, and shareholders third.”.

Nasdaq Speed Reads: Would You Do That To Your Mother?

Customer Bliss

Recently, during the launch of my latest book, “ Would You Do That To Your Mother? The ‘Make Mom Proud’ Standard for How to Treat Your Customers ,” I stopped at Nasdaq in Times Square for a #NasdaqSpeedReads interview with Lyanne Alfaro.

Why We Compromise. Are Your Customers Expected To?

Beyond Philosophy

When I need work done at the house, I always get three quotes. I never go with the highest or the lowest, but instead, I choose the one in the middle. This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too.

Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute

Comm100

Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry.

Your Complete Customer Engagement Handbook

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

Abundantly Moving Beyond Business Fear

Michelli Experience

Business Fear: Afraid of Being a Loving Business? Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients.

Is Financial Uncertainty the New Normal?

MaritzCX

In many ways, our financial lives have become much less complicated. We can manage our bank accounts online and deposit checks from our smartphones. Those same smartphones can be used to buy a cup of coffee or pay our portion of the restaurant bill. But in other ways, our financial lives have become more complicated. View Article. Financial Services

4 ways to deal with negative customer feedback you should implement right away 

Lumoa

Unhappy, yet talkative customers are a golden source of information for your business. They desperately want your company to change and build a better experience for them. If they’re dealt with carefully, they can turn into your greatest advocates. So how do you make that happen? #1:

Live Chat Mistakes Companies Make And How To Avoid Them

Kayako

Live Chat. Everyone wants it but nobody wants to do it. It’s one of the hardest, easiest things that a company can do to provide stellar support. Implementation is easy: you find a tool that works for you, turn it on and put it where all of your customers can see it.

How To 130

How to Create an Exceptional Customer Experience

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

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

+ Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

The CX Toolkit Requires More Than a Hammer

MaritzCX

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a CX lens. I suppose that’s natural when, as passionate CX practitioners, we want to. View Article. General

Is Respect an Obvious Element of Your Customers’ Journey?

Wired and Dangerous

Designing and implementing a customer journey that drives great experiences is a hot topic today. Customers have their ‘antennae” on high alert for journeys that are not easy or frictionless, They quickly leave providers whose journeys lack appropriate expressions of gratitude for their business.

AR for Field Service: Should you Choose Smart Glasses or Mobile Devices?

TechSee

With its value clearly proven within the field service industry and Goldman Sachs predicting that augmented reality (AR) will be an $80B market by 2025, it comes as no surprise that the sector is leading the market in practical implementation of AR technology. .

Tools 127

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power. Join Tony Medrano, CEO of RapportBoost.ai and Heidi Rote, Director, North America Sales Center of Jenny Craig, as they present real case studies of how live chat drives engagement, order size, conversions, and allows agents to build relationships with customers.

New Features: How to Improve Restaurant Inspections with Mobile Forms

IntouchInsight

Seven new features of IntouchCheck mobile forms software that will keep you prepared for restaurant inspections

Episode 003 – Integrating Your Core Values Into the Customer Experience - Transforming the Customer Experience

Kristina Evey

Shownotes… Core Values Build the Company Culture into the Customer Experience. Core values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Core values should be unique to your company. Core values provide the framework to help guide many business decisions. Use phrases or sentences as core values to convey the meaning. Core values MUST be exemplified at the leadership level.

How to Provide a Delightful Customer Service Experience

ProProfs Chat

Did you know that 55% consumers are willing to pay more to have a delightful experience? A report by McKinsey says that 70% of product or service buying experiences are totally based on how the customers feel they have treated.

How To 107

Starbucks Could Have Avoided Losing $20 Million, And So Can You

Customer Guru

The leaders of Starbucks , the world’s favorite coffeehouse chain, have often encouraged their customers to consider the outlets to be a “third place” – a place where people spend their time outside of homes and offices: a perfect hangout spot.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.