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A Belated Thank You To Tony Hsieh

Kerry Bodine

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous.

Customers say the darndest things

GetFeedback

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars

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A Bottle of Shampoo and Digital Customer Experience

NICE inContact

Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.

Small Business Guide to Live Chat in 2021

Comm100

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat.

Why Is Patient Engagement Important? | 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.

The Power List of the Top 200 Thought Leaders to follow in 2021

Storyminers

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series.

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Five steps to building a robust CX tech stack

GetFeedback

Simplifying CX YouTube series episode on building a robust CX technology stack. Videos

Strategies to Hire and Work from Anywhere

NICE inContact

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot?

If we can see it, we can fix it: How vision is expanding the roles of customer service staff

TechSee

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

Small Improvements in Customer Service Create Big Wins

ShepHyken

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.

What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Mitchell: Excellence in the B2B Customer Experience

NICE inContact

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process.

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Here’s 2 Sure-Fire Tactics That Have Never Let Me Down – Tip #25

Steve DiGioia

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

The TechSee Delivery Team – Driving change through exceptional delivery

TechSee

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.

The Truth About Moments of Truth

Heart of the Customer

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.

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How Are You Receiving Early Warning of Customer Discontent?

Wired and Dangerous

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover.

4 Key Takeaways For Brands From CES2021

Forrester Jay McBain

Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches?

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

5 Top Customer Service Articles For the Week of January 18, 2021

ShepHyken

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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.

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What is NPS: the Concept and Formula

Wootric

You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.

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6 Book Recommendations for Community Builders in 2021

Vanilla Forums

We learned so much about online community building in 2020 - probably far more than some ever intended to learn. Fortunately, many leaders have paved the path to better digital communities before 2020 and have imparted lessons to us through this transformative year. Community News

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Online Reputation Management Trends for 2021

ReviewTrackers

Research

The Best Sales Forecasting Models for Weathering Your Goals

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!

Top 10 Marketing Surveys and Marketing Survey Questions

Survicate

. . The post Top 10 Marketing Surveys and Marketing Survey Questions appeared first on Survicate. Best Practices

Best Practices to Monitor Your Remote Call Center Agents

ShepHyken

This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.

Empowered Consumers Call For Sustainability Transformation

Forrester Jay McBain

For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy.

Why Employees Want to Leave and How to Stop It

The DiJulius Group

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams.

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.