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As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. MORE
New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out? MORE
Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place. MORE
Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker. MORE
If your company provides CX solutions, research & insights services, marketing services, or a technology platform, there are two things you need to know about Alida. Customer Experience Tech Industry MORE
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. MORE
If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions. MORE
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. MORE
The post Creating Stories to Drive Success in Business appeared first on Storyminers. Podcasts MORE
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Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. MORE
I first wrote and published this blog topic back in July of 2015. MORE
Become a CSAT expert with our comprehensive 4-week email course. Articles MORE
If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable. MORE
Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. MORE
I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business. MORE
What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly. MORE
4 tips from the SurveyMonkey CX Leader Roundtable Community. Articles MORE
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. MORE
We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice. Product & News MORE
Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute? MORE
A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. MORE
We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations. MORE
Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company. MORE
This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete. MORE
Kerry Bodine
APRIL 18, 2021
I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business.
GetFeedback
APRIL 5, 2021
We've decided to rebrand GetFeedback. Here's our journey to rebrand, including how we landed our brand look and feel, logo, and tone and voice. Product & News
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Experience Investigators by 360Connext
APRIL 13, 2021
Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs.
NICE inContact
APRIL 14, 2021
If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions.
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Alida
APRIL 20, 2021
New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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Kerry Bodine
APRIL 7, 2021
Hard-hitting content. Sessions that fit into your workday. Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping.
Calabrio
APRIL 12, 2021
We’ve seen customers creatively step up to the challenges of this unique year—engaging their workforce and delivering on customer service expectations.
Horizon CX
APRIL 6, 2021
I first wrote and published this blog topic back in July of 2015.
NICE inContact
APRIL 7, 2021
A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Comm100
APRIL 15, 2021
Unless you live under a rock, you’ll have heard of, and likely used, online chat on a website. It’s used across every industry all over the world. While phone was once the dominant customer service channel, live chat is quickly taking its place.
Storyminers
APRIL 13, 2021
The post Creating Stories to Drive Success in Business appeared first on Storyminers. Podcasts
GetFeedback
APRIL 8, 2021
Become a CSAT expert with our comprehensive 4-week email course. Articles
Alida
APRIL 14, 2021
If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Steve DiGioia
APRIL 5, 2021
As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it.
NICE inContact
APRIL 5, 2021
This is the third article in a four-part series designed to help small call centers choose the right software to enable them to thrive and compete.
Comm100
APRIL 9, 2021
Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another.
Storyminers
APRIL 12, 2021
What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. If I don’t know that, it’s hard to position our services and reason for purchase properly.
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
GetFeedback
APRIL 1, 2021
4 tips from the SurveyMonkey CX Leader Roundtable Community. Articles
Alida
APRIL 12, 2021
If your company provides CX solutions, research & insights services, marketing services, or a technology platform, there are two things you need to know about Alida. Customer Experience Tech Industry
Steve DiGioia
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.
TechSee
APRIL 13, 2021
Is customer service a cost center or a profit center? If you answered ‘cost center’, right now is the perfect time to challenge that assumption. Read on to learn four reasons why this is the case – and how to make the shift within your company.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.
Storyminers
APRIL 6, 2021
The post Become a Storyminer appeared first on Storyminers. Podcasts
Heart of the Customer
APRIL 9, 2021
Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute?
Alida
APRIL 8, 2021
Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker.
Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth
On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!
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