INDUSTRY INSIGHTS YOUR PEERS ARE READING
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way. MORE
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Karn’s “Why Qualtrics” story. I have to say my life at Qualtrics has been anything but dull. MORE
Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories. MORE
This is a preview of the ebook “3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy” For retailers wondering how to achieve CX optimization for the Q4 holidays and beyond, a few words come to mind: transparent , convenient , and custom. We’re in an era of shopping where technology and access to information has shifted power to consumers in an unprecedented way. MORE
Peloton’s viral exercise bike ad shows the power of consumer perception, and the importance for brands to monitor social analytics to maintain brand – and stock – health. MORE
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. MORE
In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors. MORE
Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game. MORE
Consumer Trends 2020 Uncategorized MORE
In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service. MORE
Recently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today. MORE
Customers That Stick
DECEMBER 9, 2019
In this One Win Book Review, we take a look at The Happiness Advantage by Shawn Achor. Check out the video below to hear Adam’s one win that you can take away from The Happiness Advantage to improve your organization’s customer experience and customer service.
ShepHyken
DECEMBER 9, 2019
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
CSM Magazine
DECEMBER 9, 2019
In 2019, it is important for your eCommerce store to have a mobile app for iOS and Android. If you don’t, you’ll lose to your competitors.
Myra Golden
DECEMBER 9, 2019
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way.
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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
One Millimeter Mindset
DECEMBER 9, 2019
Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories.
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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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SurveySparrow
DECEMBER 9, 2019
Don’t make excuses about why your customer service isn’t world-class. Today Survey Sparrow had the opportunity to chat with John Dijulius, a US customer service expert who is redefining the rules of the game.
Brandwatch CX
DECEMBER 9, 2019
Consumer Trends 2020 Uncategorized
MyCustomer
DECEMBER 9, 2019
Loyalty Did science & soft skills save CX from stagnation
Smarter CX
DECEMBER 9, 2019
This is a preview of the ebook “3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy” For retailers wondering how to achieve CX optimization for the Q4 holidays and beyond, a few words come to mind: transparent , convenient , and custom. We’re in an era of shopping where technology and access to information has shifted power to consumers in an unprecedented way.
Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI
Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.
Qualtrics
DECEMBER 9, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Karn’s “Why Qualtrics” story. I have to say my life at Qualtrics has been anything but dull.
Forrester's Customer Insights
DECEMBER 9, 2019
Recently I wrote a post arguing that $ is the one CX metric that matters to executives. The obvious conclusion: You need to design your CX measurement program to track and report $. If you haven’t done that already you should jump on it today.
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