Customer Experience Update Submitted Articles

OCTOBER 25, 2020

Customer Journeys 264

Customer Journeys Strategy Customers 264

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Engagement 246

Customer Engagement Engagement Management Customers 246

ShepHyken

AUGUST 21, 2020

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. Over the last few months, most businesses have had the opportunity to reconsider processes, products, and people. For some, it has been a monumental and frustrating struggle, while others have been able to plan and execute deep changes that have improved adoption, sati

Customer Experience 248

Customer Experience Customers How To Loyalty 248

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Experience 359

Customer Experience B2B Customers 359

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? Did you improve my life?

Chief Customer Officer 327

Chief Customer Officer Customer Experience ROI Customers 327

GetFeedback

AUGUST 23, 2020

NPS calculation formula and interpretation of data.

Net Promoter Score 774

Net Promoter Score NPS How To Data 774

Experience Investigators by 360Connext

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. “Please’s and thank you’s aren’t very common anyway, but especially

Customers 372

Customers How To Customer Experience Airlines 372

Beyond Philosophy

AUGUST 20, 2020

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. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Customer Experience 348

Customer Experience Customers Survey Technology 348

Steve DiGioia

AUGUST 17, 2020

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. He lashes out at those around him and storms out of the meeting. It’s easy to dismiss John as “having a tantrum” or “acting childish”.

Meeting 357

Meeting How To Innovation Examples 357

Speaker: Joe Heather, Deliverect GM (UK&I)

Fast-Moving Consumer Goods (FMCG) and Quick Commerce (Q-commerce) are two vibrant sectors that have undergone significant transformations with the advancements in digital technology. With growing internet penetration and the proliferation of smartphones, consumers' purchasing habits have unsurprisingly evolved. They now demand quick, convenient, and seamless shopping experiences, which both FMCG and Q-commerce sectors strive to provide.

Retail

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 306

Contact Center Self Service Customer Experience Analytics 306

Customercount

AUGUST 20, 2020

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

Feedback 270

Feedback Engagement Tools Hospitality 270

Vanilla Forums

JULY 29, 2020

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. But most companies also think that delivering superior customer services comes with a hefty price tag. These companies, as it turns out, are happily mistaken.

Customers 193

Customers Customer Service Company 193

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Experience 259

Customer Experience Customer Service Customers Customer Service Training 259

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Customer Centricity

Heart of the Customer

DECEMBER 28, 2020

I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].

Customers 190

Customers Customer Satisfaction Customer Journeys Customer Experience 190

Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t

Customer Journeys 323

Customer Journeys Customer Experience Roadmap Customers 323

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

Customers 183

Customers Customer Experience Exceptional Customer Service Customer Service 183

GetFeedback

DECEMBER 16, 2020

COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.

Trends 459

Trends Customer Experience Customers Study 459

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

Experience Investigators by 360Connext

APRIL 14, 2020

If you have a journey map, I hope you are using it. COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journeys 374

Customer Journeys Customer Experience How To Touchpoint 374

Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

Customers 199

Customers Self Service Airlines Customer Experience 199

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.

Customers 326

Customers Customer Service Policies Tips 326

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Service 357

Customer Service Retail Customers 357

Advertisement

In 2022, businesses recognized the value of optimizing their contact center operations to streamline processes, increase efficiency, and meet the rising expectations of their customers. However, only 10% of customers believe that experiences have significantly improved over the past year, making productivity a non-negotiable metric for success. To empower agents to do more with less, this report highlights the leading pain points that prevent efficiency and establish a framework for maximizing p

Contact Center

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

Customer Service 173

Customer Service Tips Customers Brands 173

eglobalis

DECEMBER 25, 2020

Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.

Customer Experience 174

Customer Experience Brands Customer Centricity Customers 174

ClearAction

AUGUST 19, 2020

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. One size does not fit all. There are many types of customer experience indexes, and they each communicate something specific, based on certain assumptions, with greatest usefulness to one or more gr

Customer Experience 174

Customer Experience Customers Fashion Customer Centricity 174

BirdEye

SEPTEMBER 20, 2020

Here's how you can start mapping your customer journey.

Customer Journeys 246

Customer Journeys Customers 246

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

Customer Journeys

Customer Bliss

APRIL 10, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. Today, I love this idea and this ability that organizations are finding a way to repurpose—almost on a dime.

Healthcare 311

Healthcare Financial Video Consumers 311

ReviewTrackers

MAY 11, 2020

Social media gives customers the opportunity to voice their opinion about your business in an open space. It’s a space that exists for everyone to see — friends, family, and other consumers. That’s why businesses should manage their reputation on social media. But what exactly is it? And how exactly can it help your business? . Here is a guide to help you understand social media reputation management and why you need to incorporate it into your marketing strategy.

Social Media 171

Social Media Management Customer Experience How To 171

GetFeedback

AUGUST 31, 2020

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

Customer Experience 545

Customer Experience Omni-Channel How To Customers 545