Sat.Jul 07, 2018 - Fri.Jul 13, 2018

What is Employee Branding? And Why Does Your Company Need It?

ReviewTrackers

You’ve probably heard of employer branding. You may have even read about it on our blog, and followed the steps to building a strong employer brand. If you think of “employee branding” as how your company is perceived by current and potential employees — well, that’s a pretty good starting point.

Brands 162

A Fish Rots from the Head Down

CX Journey

Image courtesy of Pixabay A fish rots from the head down - and so does your culture. What does "a fish rots from the head down" mean? It means that the problem starts at the top, that the problems, failures, issues , toxicity , etc.

How 4 industry-leading Canadian brands use insight to improve CX

Vision Critical

The first CX and the City meetup in Toronto took place yesterday on a hot, sunny day, but we escaped the heat a bit at the cool Kasa Moto restaurant. More than 50 research, CX, product and marketing professionals were in attendance to network and enjoy food and refreshments.

7 customer service tips you can use right now

NewVoiceMedia

Let's be honest with each other for a moment. We rarely take immediate action when we read blog posts. Most of the time, we read something, decide if we like the idea or not, and then move on. The most many of us do if we're really inspired is share the post with someone else. I hope this post is a little different. Here are seven simple customer service tips you can go use right now. Your challenge is to pick one and try it. Tip 1 Visualize Great Service.

Tips 216

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)

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

ROI 254

3 Ways to Get the Most Value out of Your Mystery Shopping Program

IntouchInsight

Learn more about how mystery shopping helps improve customer experience at your business

More Trending

The Value of Measuring Customer Delight

CloudCherry

Are your customers successful and happy with your products and services? Are they telling their friends and business partners to buy from you? If they have a concern, are you making meaningful change to address it? These are questions that all businesses need to ask themselves to ensure everything is being done to create customer delight. Happy customers are not only retained but they also help create more happy customers.

The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

Trends 170

5 Top Customer Service Articles for the Month of June 2018

Comm100

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience.

Purposeful Leadership Lessons From Coach Brad Stevens

Experience Matters

In case you missed it, I’m a huge Boston sports fan. So it feels great to write a post that combines one of my favorite teams with one of our Four CX Core Competencies. I’m focusing on the leadership style of Brad Stevens, coach of the Boston Celtics. I’ve been a fan of Stevens since he was a coach at Butler University. He smart, confident, and seems to understand how to lead people.

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!

How Can You Leverage GDPR to Improve Customer Experience?

Customer Bliss

As modern day consumers of digital media, you’ve probably already encountered numerous privacy policy updates through various alerts and newsletters. All of these updates are related to the General Data Protection Regulation (GDPR) that was passed in the European Union this May.

2018 Beauty Trends

QuestionPro Audience

The beauty industry is an ever-evolving one, with trends like lip kits— hello, Kylie! and charcoal face masks coming from seemingly nowhere and turning into the next big thing. The beauty industry grew by 6% in 2017 , to reach $17.7

Trends 212

Digitizing the Dealer Service Center: Time for the Technician to Come out!

MaritzCX

In many cases, the current customer journey delivered at dealer service centers is not ready for the prime time. The present model at many stores has been in place too long and that’s because it’s always the way we’ve done it! While boomers might have settled a long time ago for just good enough, the. View Article. Automotive

CX Leaders Demonstrate Higher Levels Of Humanity

Experience Matters

Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion.

Groups 138

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.

Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

Over the past two years, the CX leaders and CCOs that I’ve spoken with have shared great actionable advice and tactics to help you transform the culture of your organization to be customer-driven.

Why Expert Panelists are so Important

QuestionPro Audience

How does a brand know their current offering isn’t working? Or that consumers will be interested in their newest product, before they sink the cost of going to market? This information comes from market research, and more specifically, panelists.

Optimal Customer Journey Road Map [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.

Customers Today Call for Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard-earned dollars on the customer service experiences they encounter.

Your Complete Customer Engagement Handbook

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

5 Franchise Marketing Strategies to Drive Revenue

ReviewTrackers

Franchise marketing in today’s digital world can be challenging and complex.

When Employees Misuse Their Authority Over Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

From Customer Journey Map to an Optimal Customer Journey Road Map

Michelli Experience

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand.

Is social media a boon or a curse for customer experience?

Customer Guru

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers.

How to Create an Exceptional Customer Experience

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

Has Marketing lost its way or is it just changing? A perspective by Bernard Page

ijgolding

Where does Customer Experience (CX) ‘sit’ in an organisation? This is a question I am frequently asked.

Why is shorter life cycle of insurance claims critical to the industry?

TechSee

Insurance companies face the dual challenge of competing in an extremely crowded marketplace, while being required to constantly up their game in order to meet ever-rising customer expectations for a shortened life cycle insurance claim. .

Introducing NPS2: The Next Generation NPS Methodology

Retently

With the advent of the Net Promoter Score ®, capturing relevant feedback has never been easier. However, since the market landscape evolved – shifting the focus from survey data towards a more complex customer satisfaction management approach – the more advanced NPS2 paved its way.

NPS 95

Live Chat Software Mistakes to Avoid for Customer Service Success - Frank Reactions

Tema Frank

Live chat these days, whether AI-enabled or not, is kind of where the Internet was in 2000. Everyone thinks they’ve got to be there (and they are right!), but few do it really well. I gave one “spot the live chat software mistake” example a few weeks ago. Here’s another from today. To be fair,… The post Live Chat Software Mistakes to Avoid for Customer Service Success appeared first on Frank Reactions.

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.

How to Get Your Team to Deliver Consistent Customer Service

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

The Devil is in the Detail When Implementing CX Technology

MaritzCX

I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? View Article. General

Are You Making The Most Of Scarcity As A Marketing Strategy?

Beyond Philosophy

We discuss the key principle of scarcity with guest Professor Kelly Goldsmith, Ph.D., Professor of Marketing at Vanderbuilt University. Kelly is a behavioral scientist who examines consumers’ responses to uncertainty and scarcity, uncovering and explaining seemingly paradoxical effects.

“You’re not elevating human connection unless you’re creating those positive experiences unique to each customer,” an interview with Devin Anuzis of Benchmark Senior Living

Heart of the Customer

Devin Anuzis is Corporate Manager, Customer Experience at Benchmark, the leading provider of senior living services in the Northeast.

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.