How to Easily Use Customer Co-creation for Profitable Growth

C3Centricity

One of my clients, who is following the 50 weekly actions for customer centric excellence as described in my book Winning Customer Centricity , recently asked me for some ideas on how to better involve their customers in co-creation. According to Wikipedia co-creation is.

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How to Sell More to Less People: Essentials of Segmentation

C3Centricity

Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Well, if you try to please everyone you end up delighting no-one. Read on to find out why. Your brand needs to appeal to a group of customers who are looking for the solution you are offering.

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How to Measure CX Impact

Heart of the Customer

We CX folks love to discuss measurement. If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs.

How to Succeed in Leadership, Marketing, Innovation and Insight

C3Centricity

Although I love quotes, especially about how to succeed, I love success even more. One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941. How you React to Failure Could Make You a Success.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush

GetFeedback

How to provide the best customer service and support during this unprecedented holiday season. Guides

How to Handle Difficult Customers

Shep Hyken

Not long ago I covered six ways to handle angry customers. So, after you read this, I urge you to go back and read the original article. This is a follow-up with another half dozen techniques to manage angry and/or difficult customers.

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How People Recognise Brands: I Can Guarantee It’s Not What You’re Thinking!

C3Centricity

How do you think people recognise your brand? Well, you may be surprised to learn these are all only pieces of the puzzle. Before I get started, I would like to suggest that you read a highly popular post on the topic of brand image here on C3Centricity, if you missed it before.

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How to Measure Customer Satisfaction With CSAT

GetFeedback

Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. The most common way is by sending customer satisfaction (CSAT) surveys, which ask customers to rate their experiences and share open-ended feedback. When to use CSAT.

How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Their goal is to make their customers feel important and serve them well. But most servers are friendly and really try to make your dining experience enjoyable. How Do You Make Your Customers Feel Important? What is the Key to Great Service? Click To Tweet.

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Customer Advocacy and Community

Speaker: Liz Richardson and Deena Zenyk

If you’re a marketer, or you need more information and understanding on how to turn customers into advocates, you need this upcoming webinar. You will learn: best practices for architecting a customer advocacy program, key outcomes & measurements, how to identify and recruit advocates from your community, and incentive types and how to use them. Register now for October 6th, 2021, at 12:00pm EDT.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. Your customers want your product to meet their expectations. Everyone is striving to create a good experience, at every level.

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24 Factors to Consider in Pricing your Product, Service or Solution.

C3Centricity

factors to consider when pricing your product, service or solution. During that time, I have noticed that some of these clients experienced customer erosion or profit sub-optimization due to poor pricing practices. Pricing needs to cover your costs. Pricing is related to value.

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How to Stop Giving Customer Service Like a Useless Scarecrow

Steve DiGioia

Today’s post tells you how to stop giving customer service like a useless scarecrow. These are the deadwood employees hired in a desperate attempt to quickly fill open positions and with little regard to their qualifications. He knew what to do and when to do it.

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Address the Argument the Right Way

Steve DiGioia

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. Do this before speaking to John again.

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Artificial Intelligence in Cloud-Based Solutions

Speaker: Rick Nucci, Co-Founder & CEO of Guru

With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry. How to leverage AI to drive cloud-based solutions in contact centers.

How to Build Chatbot for Facebook?

kommunicate

He told me about an experience he had on Facebook when he set out to understand what to consider as a career. He came across a university page and decided to have an interaction with a messenger bot. The post How to Build Chatbot for Facebook?

How to provide more personalized customer experiences

GetFeedback

Insights and steps on how to deliver a better personalized customer experience based on key findings from The GetFeedback 2022 State of CX Report.

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How to Be a Better Retail Customer During the Holidays

Steve DiGioia

Time to share a meal with great company, whether family, friends, or coworkers. For them, it’s a time for stress, a time to deal with frantic shoppers looking for the perfect gift, and a time to work long hours with little time for themselves. Click To Tweet.

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How to Send the Message That You Care to be Your Best Every Day

Steve DiGioia

Next comes finding the perfect location to set up shop and after almost a year you’re finished. Sure, you had to get over a few hurdles and you corrected some mistakes but now business is steady. But for how long? Your focus is only on the things that are important to you. But what about the unspoken messages you’re sending to your customers? can a crooked sign ruin your business? This original article was written by Steve DiGioia.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

How to Accelerate Credit Union Digital Transformation

Comm100

While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation. As we’ve seen, members want to connect with their credit unions digitally, conveniently, and quickly.

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Why Your Company Needs to Adopt a Customer First Strategy

C3Centricity

Subscribe on Apple Podcasts to get new episodes as they become available.”. Every few days there seems to be yet another customer service disaster that fills the newspapers and swamps our online social media feeds. Why do you think that so many organisations continue to struggle?

How to Distribute Surveys to Get Quality Responses

GetFeedback

Even though creating an online survey nowadays is much easier than in the past, that’s not to say all aspects of surveys are easy. Sometimes getting responses can be a difficult task, and without an effective plan for distribution, you may struggle to collect the valuable feedback your organization needs. The distribution plan for your online surveys should put your existing outlets and channels to use while focusing on the goals you’re trying to accomplish.

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The Top 7 Reasons Advocacy Programs Fail (And How to Fix Them!)

Influitive

In the 1994 film Angels in the Outfield, a disembodied voice talked Kevin Costner into building a baseball field with some of the worst marketing advice of all time: “If you build it, they will come.” Success in advocate marketing takes way more than just launching a program. No team of ghostly heroes will materialize.

Transforming the Digital Customer Support Journey

This eBook will focus on exploring the process of digital support transformations, including the types of support solutions available that meet customer demands and how to create the best combination for your customer base.

How to Turn Customers into Storytellers

Alida

Customers always have stories to tell—but at first, they might not realize their feedback is a story that truly needs to be shared. To encourage them to share their thoughts, opinions, and unique perspectives, you need to turn them into storytellers.

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How to Combat Shopping Cart Abandonment

GetFeedback

The common reasons online shoppers abandon their carts and how to overcome them. Guides

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How to Prioritize Customer Experience Initiatives

Lumoa

We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

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How to write a peer review: practical templates, expert examples, and free training courses

Clarivate

Learning how to write a constructive peer review is an essential step in helping to safeguard the quality and integrity of published literature. How to write a peer review. This may sound daunting but it doesn’t need to be. Why learn to peer review?

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

How to Build a Chatbot in 8 Steps without Coding

Comm100

As organizations look to expand their digital customer engagement offering, chatbots are becoming more and more commonplace. Compared to traditional support, chatbots deliver faster, more available support, all while cutting costs and retaining high customer satisfaction (CSAT).

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How to Build Effective Dashboards

Alida

Many software products can provide data visualizations, but —by following a proven end-to-end methodology— your dashboard can be more effective at providing insights, and ultimately impact your business outcome.

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How to Use Your Customer Journey Map to Increase Business Productivity

GetFeedback

If the teams in your organization appear productive, but you’re still having a hard time pushing the needle, the problem might be with how you’re measuring business productivity. The solution: leaders need to shift their focus towards the full picture. You’ll need the commitment of every employee in the organization to use the tool efficiently, otherwise, you’ll find yourself dealing with bad CRM data (Now that will really hinder productivity!). Customer Experience How To

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How to Calculate Your Net Promoter Score (NPS)

GetFeedback

NPS calculation formula and interpretation of data. Articles

The Customer Continuum - Making Customer Journeys That Think Like We Do

Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta

Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.

What is product development and how to master each stage

delighted

Product development gives companies a way to explore new product ideas, upgrade existing products, and learn what potential customers want in the early stages of the development cycle. Product development is the end-to-end process of delivering a new product or upgrading an existing product.