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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
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 you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it. MORE
Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. MORE
2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast. MORE
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
It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store. MORE
Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis. MORE
Become a CSAT expert with our comprehensive 4-week email course. Articles MORE
I first wrote and published this blog topic back in July of 2015. MORE
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. MORE
An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . 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
During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees. MORE
Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. MORE
The business and technology world moves fast. Technologies and tools get outdated quickly and are constantly being replaced by superior alternatives. Do you remember those video cassettes, or those 3 ½ floppy disks? As a 90’s kid, I remember them all. MORE
Vivantio launches new service management product suite to serve. growing B2B service firms. 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
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. 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
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
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. 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 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.
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.
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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
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.
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.
Storyminers
APRIL 6, 2021
The post Become a Storyminer appeared first on Storyminers. Podcasts
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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GetFeedback
APRIL 8, 2021
Become a CSAT expert with our comprehensive 4-week email course. Articles
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.
Horizon CX
APRIL 6, 2021
I first wrote and published this blog topic back in July of 2015.
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.
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!
TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle.
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?
Russel Lolacher
APRIL 5, 2021
Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience.
Hyken
APRIL 6, 2021
An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. .
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!
Vanilla Forums
APRIL 6, 2021
The business and technology world moves fast. Technologies and tools get outdated quickly and are constantly being replaced by superior alternatives. Do you remember those video cassettes, or those 3 ½ floppy disks? As a 90’s kid, I remember them all.
ReviewTrackers
APRIL 7, 2021
Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors.
eglobalis
APRIL 4, 2021
Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.
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.
Hyken
APRIL 5, 2021
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
APRIL 8, 2021
If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it.
Uplight
APRIL 6, 2021
Many energy providers are already garnering the benefits of their summer demand response (DR) programs.
Cyara
APRIL 6, 2021
2020 wasn’t exactly what you would call an easy year for anyone, and in some ways it was especially tough on businesses. The pandemic caused many companies to change their course of action, and fast.
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!
Totango
APRIL 6, 2021
During the live presentation of the Steps to Scale Your Customer Success Operations Overnight webinar, Wisr’s VP of Customer Success Christine Knific answered several questions from attendees.
Hyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.
CSM Magazine
APRIL 6, 2021
Vivantio launches new service management product suite to serve. growing B2B service firms.
Interactions
APRIL 8, 2021
It’s hard to believe that there was once a time that businesses operated solely in-person. Other than the occasional phone call to customer service, almost all interactions with a brand occurred in the store.
Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth
With communities rapidly becoming the central location for self-service, support, and connection, these programs are under as much scrutiny as any other investment. However, often it can be a struggle to fit CX scoring systems onto a living, organic community and as such, the value of community is often under-reported and subsequently under-resourced. On Tuesday, April 20th at 12 PM EDT, Nichole Devolites will share with us in an exclusive webinar: The top three scoring systems: NPS, CSAT, and CES and what they are used for. How a community can impact a much broader customer survey. The benefits and detractors of integrating each into a community to help determine which approach is right for you.
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