Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
Advantage Communications
AUGUST 16, 2021
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large volumes of requests while still meeting your customers’ expectations for remarkable customer service.
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Experience Investigators by 360Connext
AUGUST 31, 2021
What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?
Customer Bliss
AUGUST 30, 2021
A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.
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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
TechSee
AUGUST 15, 2021
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Aside from the high direct costs involved, warranty claims incur significant indirect costs such as: . reduction of market share . decrease in customer satisfaction . lower levels of brand loyalty.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.
Kate Nasser
AUGUST 15, 2021
Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you. In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com.
Experience Investigators by 360Connext
AUGUST 17, 2021
Cross-functional leadership is a key factor in leading any customer experience program. This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success.
The DiJulius Group
AUGUST 17, 2021
In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Totango
AUGUST 8, 2021
Driving software adoption through customer success in the 2020s is a precision business. In the same way that access to large quantities of accurate data enabled drug companies to produce a vaccine record time, making people resistant to the effects of COVID, data has enabled customer success teams to delight customers and pandemic proof their organizations.
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.
ShepHyken
AUGUST 11, 2021
“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .
ReviewTrackers
AUGUST 3, 2021
One of the key aspects of reputation management that we here at ReviewTrackers continue to stress to all of our clients and partners, regardless of size, is the importance of having a holistic reputation strategy. Holistic reputation management seeks to cover all bases, ensuring that enterprises are going beyond visibility and analysis and are taking the necessary steps to make corrections to any aspect of the customer experience that might be hindering the perception of the business organizatio
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
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Experience Investigators by 360Connext
AUGUST 3, 2021
Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. Customer experience management can feel like a lot.
Kate Nasser
AUGUST 22, 2021
For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com.
Totango
AUGUST 11, 2021
The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.
Alida
AUGUST 12, 2021
It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family. But, with competition increasing and the barrier of change decreasing, providing a universally good shopping experience is no longer enough.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
ShepHyken
AUGUST 9, 2021
Each week I read many 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. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. (Forbes) To demonstrate how to turn unsatisfactory experiences into satisfactory ones, eight members of Young Entrepreneur Council shared their top-recommended way
The DiJulius Group
AUGUST 2, 2021
The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.
One Millimeter Mindset
AUGUST 11, 2021
Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems. Then, these silos are perpetuated by problem-solving tools, mindset, and terminology “owned” by the professional disciplines inhabiting these silos.
Kustomer
AUGUST 24, 2021
The nature of the customer experience within e-commerce has never been more vital to the life of a brand than it is at this moment. While e-commerce (buying over the internet) has been growing in leaps and bounds before the pandemic, online shopping quite simply exploded in 2020. In August and September, Digital Commerce 360 asked 100 e-commerce executives what their budgetary priorities were for the coming year and 51% reported back that e-commerce platforms were at the top of their list.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Thematic
AUGUST 25, 2021
Each month, Thematic hosts a virtual roundtable for CX & insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. This month our members joined the call ready dive into the field of sharing insights. We came prepared to express our failures and successes and find some common ground around best practices.
Alida
AUGUST 10, 2021
CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product. Brands can’t afford to deliver sub-par experiences, but brand trust is at an all-time low, with NPS scores at one third of what they were just five years ago.
ShepHyken
AUGUST 27, 2021
This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. What makes a business stand out from the crowd? It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business.
Myra Golden
AUGUST 26, 2021
It might surprise you to know I don’t want customer service specialists to apologize to customers. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy.
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One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.
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