MyCustomer

JUNE 17, 2020

Engagement How to pitch CX initiatives & overcome objections.

Engagement 64

Engagement 64

Customer Bliss

JUNE 22, 2020

During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.

Leadership 200

Leadership Healthcare Books Feedback 200

Wootric

JUNE 1, 2020

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.

Customer Experience 104

Customer Experience User Experience Touchpoint Metrics 104

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. Think about your best experiences as a customer.

Culture 214

Culture Customers Feedback Workshop 214

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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.

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C3Centricity

JUNE 25, 2020

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start.

Customer Centricity 75

Customer Centricity Competitive Advantage Brands Connections 75

eglobalis

JUNE 15, 2020

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

Leadership 408

Leadership Customers Customer Experience Customer Relationships 408

GetFeedback

JUNE 8, 2020

How to design a customer experience that prioritizes the always-evolving human and machine interconnection.

Customer Experience 321

Customer Experience Customers 321

TechSee

JUNE 23, 2020

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MX gives customers a greater degree of choice over how they interact with a brand.

Multi-Channel 207

Multi-Channel Contact Center Touchpoint Customer Centricity 207

iPerceptions

JUNE 30, 2020

As recent events have shown, the ability to rapidly adapt customer touchpoints and build out new customer experiences is a significant advantage.

Customer Journey 77

Customer Journey Touchpoint Events Customers 77

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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.

Voice of Customer

Feedbackly

JUNE 30, 2020

The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have. Source.

Retail 98

Retail Customer Experience Customers Insights 98

PeopleMetrics

JUNE 17, 2020

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.

CEM 83

CEM 2001 Touchpoint NPS 83

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.

Management 188

Management Insurance Net Promoter Score Connections 188

ChurnZero

JUNE 26, 2020

Writing anything from scratch can be intimidating, much less a request for proposal (RFP). It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Even with pre-purchase research, you simply don’t know what you don’t know when it comes to determining must-have criteria.

Customer Success 98

Customer Success Demo Net Promoter Score Roadmap 98

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!

Customer Experience

Ecrion

JUNE 25, 2020

Research has shown that remote customer service employees demonstrate increased levels of productivity. A study published in the Quarterly Journal of Economics revealed that participants were able to handle 13% more requests per day when working remotely. Aside from increasing productivity, remote working also lowers overheads. However, these gains don’t mean much if your remote customer service team is not managed effectively.

2020 59

2020 Customer Service Management Culture 59

CSM Magazine

JUNE 9, 2020

At the time of writing this article Reassured’s Google My Business listing had generated an impressive 2,011 customer reviews with an average rating of 5-stars. No mean feat in this day and age, when a negative online opinion is never far away. But why is this such a good thing for Reassured, now the UK’s largest life insurance broker? SEO manager Ben Bendall explains how and why they have harnessed Google reviews to grow their brokerage business and enhance their digital presence.

Insurance 52

Insurance 2009 Financial Customers 52

Customercount

JUNE 11, 2020

Your brand reputation is more important now than ever before. And in today’s fast-paced, always-on and immediate digital world, are you prepared to be ready or to react when the reputation need arises? The post Customer Feedback Management & Brand Reputation appeared first on CustomerCount.

Feedback 52

Feedback Brands Management Customers 52

Ann Michaels and Associates

JUNE 26, 2020

When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. The paid close attention to their customer’s voice and it has paid off for them in a big way.

Social Media 52

Social Media 2017 Retail Consumers 52

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.

Customer Insights

Experience Investigators by 360Connext

JUNE 16, 2020

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.

Effort Score 214

Effort Score Contact Center Touchpoint Customer Journey 214

SurveySparrow

JUNE 19, 2020

All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term. Retaining your top employees is critical for a number of reasons. For one, your loyal, engaged, long-time employees are also likely to be the most talented.

Loyalty 96

Loyalty Engagement Feedback 2018 96

eglobalis

JUNE 28, 2020

Customer Experience increase Adoption and Revenue and listen to customers. The post 6 Ways to Boost Customer Experience Design Adoption & Growth appeared first on Eglobalis.

Customer Experience Design 464

Customer Experience Design Customer Experience Customers Customer Relationships 464

CX Accelerator

JUNE 8, 2020

Author: Jeremy Watkin. Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. That means you never hear from 70-80% of customers.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

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

Contact Center

GetFeedback

JUNE 14, 2020

Designing a customer experience that seamlessly incorporates the machines from our daily lives.

Customer Experience 337

Customer Experience Customers Article 337

ShepHyken

JUNE 24, 2020

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. Most businesses know their numbers, but do they know the right numbers? It’s easy to measure customer satisfaction at different levels.

Customer Retention 170

Customer Retention Measurement B2C Customer Service Training 170

Experience Investigators by 360Connext

JUNE 9, 2020

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change. Prior to these events, it had been shockingly easy to think of ourselves as empathetic to all.

Customer Experience 236

Customer Experience Leadership Customers Feedback 236

Beyond Philosophy

JUNE 11, 2020

We do a lot of waiting in our lives. We wait to get on a plane, for our drink at a coffee shop, and on the phone to talk to “the next available representative.” Sometimes we don’t mind waiting at all; sometimes we mind very much. Your customers likely wait in your experience, too, and that may or may not be creating negative feelings about your experience.

Management 161

Management Insurance Document Consulting 161

Advertiser: ZoomInfo

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.

Marketing