2019

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3 Ways to Serve a Customer Even When We’re Not at Our Best

Steve DiGioia

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? That’s the question every service provider must answer on those days when we’re not at our best.

Airlines 269
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The What. The So What. The Now What. From Customer Experience Data to Outcomes.

IntouchInsight

CX thought leader, Annette Franz, discusses the key components required to go from customer experience data to customer experience outcomes.

Data 321
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3 Tips On How To Measure Customer Experience

Lumoa

Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Don't let the variety trick you. Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics!

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How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be. So, what’s a company to do to earn an even better CSAT score? Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI).

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider all the skills required to thrive in the role.data crunching, storytelling, journey mapping, process improvement, change management, strategic thinking, influencing behaviors, project management.the list goes on. It's essentially impossible for any one person to be strong in all of these areas.

More Trending

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How integrating social media into the rest of the business will increase revenue

Vonage

Social media teams – both marketing and customer service – often sit by themselves in organizations, likely because management doesn’t quite know what to do with them. But this is a mistake. Integrating with the core business ensures that the social media team is engaged with other business units to share and act upon customer feedback. Customer experience and social media are part of a “continuous cycle” whereby they each feed the other.

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Don’t Make Customers Do Extra Work!

Customer Bliss

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. There’s not much that can give me an immediate stomachache like watching that airport conveyor belt slow down and halt without my bag on it.

Airlines 276
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CEO’s Guide to Growth Through Customer Experience

Sampson Lee

Heads up! Expecting growth through CX-related programs, departments and tech is actually creating havoc in customer experience momentum.

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Customer Centricity As The Sweet Spot Of Customer Success

Customer Experience Update Submitted Articles

Customer centricity is proportional to customer success. Read on to know how you can make your organization become customer-centric with videos.

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Manual Call Reviews? Theres a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

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3 Ways Some Customers Are Like the Dreaded New Driver

Steve DiGioia

Your eyes were bugged-eyed open, and they darted back and forth hoping to see everything (but they never did). Sweat started, a little at first, then it seemed to flow from every pore and made your clothes stick to places you didn’t even know you had. Your hands tightly gripped the steering wheel while you prayed no one crossed your path and if they did, heaven help them.

Customers 257
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Employee Experience – Good for Employees, Good for Business

IntouchInsight

Customer experience expert, Annette Franz, explains how to achieve the connection between employee experience and business performance.

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A Great Customer Experience Starts With a Great Employee Experience

Lumoa

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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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When Things Aren’t Going Well, Will You Accept Blame?

ShepHyken

In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success. One of our faithful readers, Drew Smith, responded to the article and shared that he was reading a biography about the 34 th President of the United States, Dwight Eisenhower, who was known for “pushing praise down an

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11 Doctor Reviews Sites Where You Should Have A Listing

ReviewTrackers

In 2018, online reviews influenced 66.3 percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. More than ever, patients are visiting multiple websites to find a new healthcare provider, and reviews are influencing their decisions. Healthcare Review Site Statistics. Before we look at which sites you should be monitoring, here are some interesting numbers worth considering: A staggering 94 percent of Internet users who h

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Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

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Whisper Coaching: How Will AI Make Your Whispering More Effective?

Vonage

The phone is often the medium that matters in moments of truth, whether it’s a service call or an inside sales call making the first contact. To the customer, the ideal interaction often feels like a conversation – just the customer and the company representative, talking through the issues together, person to person. But well-equipped contact center managers know that those conversations may not be as one-on-one as the customers think – and for a very good reason.

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The Ultimate Guide to Monetizing Customer Learning

Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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Looking Ahead: the State of Customer Experience

Customer Bliss

In lieu of alieu of a regular Daily Dose video, I want to share with you an excerpt from an interview I did last year with my good friend Laura Ortman—chief customer officer of Equinix —in which we discussed a wide range of topics including the future of customer experience, our role as customer experience leaders, and the experiences of women in leadership. .

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Leveraging Artificial Intelligence for CS

Kustomer

Leveraging Artificial Intelligence (AI) within customer service operations helps companies control costs while improving their support game.

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3 Ways to Realign Your Organization to Focus on Customer Experience

Customer Experience Update Submitted Articles

Employees who feel cared for care for your customers. And that starts with having a defined culture.

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Why The Intensity of Customer Emotions is Crucial to Your Customer Loyalty

Beyond Philosophy

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

Loyalty 156
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Why customer feedback is critical for digital transformation in 2020

Thematic

Digital transformation is one of those terms that has been taking the corporate world for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first.

Feedback 126
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Astea is now proud to be part of IFS

Alliance by IFS

Combined company strengthens its leadership position in field service management (FSM) by integrating two of the most established and well recognized players in the market. London, United Kingdom and Horsham, Pennsylvania, December 11, 2019 – IFS , the global enterprise applications company, announces that it has concluded the acquisition of 100% of the shares of global software company Astea International (USOTC: ATEA).

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Fast Signup vs. Considered Signup – A SaaS Growth Experiment

InnerTrends

Should you encourage people to sign up right away, or is a considered signup better? How do you know which is more suitable for your business? First though, let’s look at what we mean when we discuss these two methods of bringing new people into your business. The Fast Signup. The fast signup presents your visitor with the option to sign up for your product or service as soon as they land on your website.

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Amazing Business Radio: John Rossman

ShepHyken

Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Is A 4.5-Star Rating Better Than 5 Stars?

ReviewTrackers

Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?

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The Inextricable Link Between CX & EX

Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

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What is CPQ and Will It Improve CX?

Oracle

You’re overhauling your systems and looking for solutions to streamline how your business runs. Your goal is to make the jobs of your employees easier and find a way to wow your customers and improve their overall experience. You know you need a better quoting and proposal system, but you’re wondering, W hat is CPQ , and Is it right for me?

Sales 111