Sat.Oct 06, 2018 - Fri.Oct 12, 2018

A People-First Approach to Better Customer Experience – Opentalk18


No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage? More importantly, how do we earn and keep the trust of our customers to create lifelong loyalty?

3 Ways Convenience Store Retailers Can Collect More Customer Feedback


Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback

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When emotions run high, the “cooler head” may be made of silicone


OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center. Customer Care

Millennial Generation Customer Service – The Ultimate Guide


A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo.

The Difference Between Customer Experience and Customer Feedback

Managing the CX is vastly different from soliciting customer feedback. Here’s why traditional customer feedback approaches (CSAT, NPS) are not enough to affect positive, customer-centric change.

4 Tech Trends That Broke the Field Service Mold

Smarter CX

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio.

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More Trending

The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters.

Earn Millennial Dollars with these CX Tips for Retailers

Centriam Customer Experience Lab

The shopping habits of millennial's are a perpetual source of anxiety for retailers. Within the past week, the Economist discussed how established companies can win over these customers, and Deloitte released the results from their 2018 Millennial Survey Report.

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3 Ways to Become a Customer Feedback Brand


Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”?

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

[Originally published in The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

How to Drive Brand Advocacy with Your Net Promoter Score (NPS) Survey


In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”.

Build a Data-driven CX Program Without IT: A Centriam Story

Centriam Customer Experience Lab

Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact.

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Traveling on a Budget: Top 5 Cities in the U.S.

QuestionPro Audience

Americans traveling solo is at an all-time high right now, particularly among millennials. Travel, in general, is easier than even a decade ago. With smartphones, we’re able to research and book travel plans, but once you’re there, activities cost money.

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Where Can Artificial Intelligence Improve Your CX?


Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Is a Strategic Contact Center Partnership Even Possible? [eBook]


Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others.

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Implement Continuous CX Improvements in Your Contact Center


Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center.

Top Tips to Deliver the Best Customer Experience


Every company wants to be customer-forward nowadays, probably because people know that, ultimately, it’s the customer that keeps them in business.

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Multichannel CX Isn’t About Saying “We’ll Get Back to You”


Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

After onboarding, most SaaS customers have to find their own way to success. This ebook by Influitive is a compilation of some of the best examples of programs designed to drive customer retention and advocacy, with examples from some of the world’s largest and most innovative SaaS vendors.

The New Trend in Petcare Healthcare: CBD

QuestionPro Audience

Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership.

Delivering a Seamless Customer Experience: Lessons from Forrester CX SF


Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience

How Does CX at Not-For-Profits Compare to For-Profit Organizations? A Conversation with Martin Hand of St. Jude Children’s Research Hospital

Customer Bliss

I hope you had a fantastic CX Day last week! I was on the road, so I celebrated with my good friend Martin Hand , chief donor officer of St. Jude Children’s Research Hospital , where I gave a keynote to their team.

Virtual Agents are Automating the Contact Center: Natural Language Greeting & Intent Capture


With all of the new improvements and changes in modern day customer service technology, it’s no surprise that customer expectations have evolved to follow suit as well. Customers want better and faster self-service options, especially in the voice channel thanks to the popularity and increased adoption of conversational home/personal assistants.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Webinar: Driving Action, not just Insights


There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights.

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Do You “Love Up” Your Customers Every Day?

Wired and Dangerous

Last week was National Customer Service Week. We hope you had many special activities planned to “love up” your customers during this special week! However, it is not really about what you do for customers during one week or one day a year is it? Absolutely not!

How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer

Customer Bliss

How to deliver exceptional Digital Customer Experience?

Customer Guru

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.