Lumoa
MARCH 9, 2023
In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.
Alida
MARCH 28, 2023
Employee experience is the beating heart of any company and must be prioritized to build a winning culture. The result: fully engaged employees taking great care of their clients.
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Retently
MARCH 29, 2023
Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. Total pre-orders for Tesla Model 3 surpassed many expectations at more than a quarter of a million in less than three days.
eglobalis
MARCH 20, 2023
Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.
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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.
ShepHyken
MARCH 6, 2023
Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. It is uncovering where they’re benefiting from your product and identifying barriers or pain points that they are experiencing. Bringing engaged customers who are utilizing your products and services into the design process can help shape great outcomes for your company.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Bill Quiseng
MARCH 15, 2023
Instead of “Hire for attitude, not aptitude” or “Hire for personality, train for skills”, remind yourself when you recruit to Select for passion, not past performance. You hire an employee. At some point, before employees start or while they begin working, they may think that you could be a top-down, one-way, “I know everything, you know nothing” command-and-control dictator.
Feedbackly
MARCH 30, 2023
Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. A customer journey or buying journey encompasses every interaction that a customer has with the business from beginning to end.
Retently
MARCH 2, 2023
There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions.
Doing CX Right
MARCH 25, 2023
Improve your podcast engagement and attract loyal listeners who return & tell others. Read & apply simple customer experience tactics now. The post 8 Proven Customer Experience Tactics For Boosting Podcast Results appeared first on Doing CX Right.
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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.
ShepHyken
MARCH 10, 2023
This week, we feature an article by Kathleen White, a business manager who helps organizations improve career opportunities and employee engagement. She writes about how companies can adopt a remote workforce and enhance customer service delivery. There’s no doubt that there are challenges to providing remote customer services, but with careful planning, they’re easy to overcome.
Team Support
MARCH 30, 2023
TeamSupport is all about customer-centricity; it’s built in our DNA. So, we regularly update and enhance our products to ensure we’re providing you, our customer, with software that can grow with you and support your customer service efforts. Detailed below are the features we’ve released in the first quarter of 2023: SUPPORT OUR CUSTOMER SUPPORT TICKETING SYSTEM New Ticket Template Customers can now enhance their customer support team efficiency by creating ticket templates based on their produ
BirdEye
MARCH 17, 2023
Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services. The insights gained from social listening can be invaluable when it comes to making strategic business decisions.
ChurnZero
MARCH 31, 2023
The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory. Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime.
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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Retently
MARCH 14, 2023
In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data.
Clarivate
MARCH 20, 2023
We have the important responsibility of providing our customers with trustworthy intelligence to help them transform the world for the better. The need for high-quality data from rigorously selected sources is becoming ever more important as the scholarly record becomes increasingly polluted. A trusted record of research is essential for the global R&D community to effectively use published research outcomes to elevate ideas that will benefit everyday life.
ShepHyken
MARCH 14, 2023
Or, In a recent Shepard Letter , I discussed the Trust Gap , which is the difference between an organization’s belief that their customers trust them and the percentage of customers who actually do. I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April.
Team Support
MARCH 9, 2023
In today’s fast-paced and digital world, messaging has become an increasingly popular form of communication for customers. It is important for companies to adapt to their customers' preferences in order to provide the highest levels of satisfaction, gain more customers, and provide the best customer experiences. That’s why we’re excited to announce the addition of two new messaging channels to our live chat software: WhatsApp and Google Business Messages.
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.
BirdEye
MARCH 3, 2023
With nearly three billion monthly users worldwide, you can’t ignore the many opportunities Facebook can bring a business. However, if you believe in the old adage, ‘don’t mix business with friendships,’ then you likely also wonder how to create a Facebook Business Page without a personal account. In this article, we’ll walk you through the precise steps of how to create an account and page without your personal info, examine Business Page features, and what you should consider when creating your
Gainsight
MARCH 7, 2023
Customer success (CS) is on the verge of a digital revolution, and one-to-many tactics that increase Customer Success Manager (CSM) efficiency are making a real splash. For nearly a decade, CS has been built through one-to-one relationships between CSMs and their customers. There’s just one problem: This approach now needs to scale. To build a durable business in this market, organizations simply can’t increase CSM headcount to keep pace with business growth.
Retently
MARCH 23, 2023
We’ve previously covered the common characteristics of companies with high Net Promoter Score and boiled their success down to three qualities: Simple, reliable products Great customer service Unique products and offers You can learn a lot about improving retention, customer lifetime value and increasing your Net Promoter Score® by imitating the tactics implemented by the world’s most successful companies.
Lumoa
MARCH 21, 2023
Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.
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
Beyond Philosophy
MARCH 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea
Upstream Works
MARCH 16, 2023
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.
BirdEye
MARCH 24, 2023
In today’s fast-paced, ever-changing business landscape, staying ahead of the game requires more than just a good idea and a solid product. To succeed, businesses must have a comprehensive and strategic approach to business development. In this guide, we’ll provide you with the tools, tips, and strategies you need to thrive in the year ahead.
Magellan Solutions
MARCH 22, 2023
What is the Best Way to Analyze Call Center Performance? Analyzing call center performance is best done through data and analytics. Several visualization techniques can be used to achieve this. By using this type of analysis, call centers can identify trends that point to issues inside their departments with less dependence on intuition or bias. Another effective way to analyze call center performance is by conducting surveys and interviews.
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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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