GetFeedback

SEPTEMBER 30, 2020

Feedback 448

Feedback 448

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you

Customer Engagement 72

Customer Engagement Engagement Customers Communication 72

Strikedeck

OCTOBER 1, 2020

Kristen gives practical advice on ways to build a stronger program with your product team.

Customer Success 98

Customer Success Customers 98

Interactions

OCTOBER 1, 2020

The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX. This type of mindset encompasses everything from how a company allocates resources, the strategic initiatives they take on, and the technology that they evaluate and deploy. . Customer-driven innovation is the most important type of innovation for a company, and it can also be the most lucrative.

ROI 62

ROI Financial 2023 Innovation 62

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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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GetFeedback

SEPTEMBER 27, 2020

A look into the new-normal customer and how to meet their evolving expectations.

Customer Experience 459

Customer Experience Customers Article 459

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Books 178

Books Customer Journey Mapping Consulting Travel 178

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

Healthcare 143

Healthcare B2B B2C Insurance 143

GetFeedback

SEPTEMBER 28, 2020

Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.

Customer Service 195

Customer Service Customers Customer Experience Article 195

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

Customer Service 133

Customer Service Poor Customer Service Customer Service Representative Customers 133

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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

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer Retention 118

Customer Retention Customers Communication Metrics 118

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Books 158

Books Consulting Presentation Customer Satisfaction 158

ShepHyken

SEPTEMBER 29, 2020

Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist. They discuss her latest book, The Secret Diary of a Mystery Shopper , and how any and every company can and should implement a program to measure their customer service. Top Takeaways: It’s important for any and every business to measure the level of service they provide.

B2C 129

B2C Hospitality Measurement Books 129

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

MyCustomer

SEPTEMBER 26, 2020

Loyalty How to avoid toxic customer experience KPIs.

Customer Experience 106

Customer Experience Loyalty Customers 106

Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. If you want to calculate a customer’s true potential value to your future, then you have to calculate the customer lifetime value of a SaaS customer over many years of sustained partnership. .

Measurement 107

Measurement Metrics Events Customers 107

Bold360

OCTOBER 2, 2020

Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Contact Center 98

Contact Center Average Handle Time Hotels Customer Journey 98

Ecrion

OCTOBER 1, 2020

In the United States alone, the insurance industry writes more than $1 trillion in a single calendar year. This industry is booming because it’s a universal need. If you provide insurance to customers, you need to stay ahead of the curve with the way that technology is evolving. Going digital to the fullest extent should be your course of action.

Insurance 98

Insurance Document Technology 2020 98

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

BirdEye

OCTOBER 2, 2020

“Your brand name is only as good as your reputation.” – Richard Branson. Think about some of the great brands that you know and trust. Whether it’s Nike, Coca-Cola, or Apple, customers all over the world know that these companies have a reputation for quality. But you don’t need to spend millions of dollars on Super Bowl ads to get a great reputation and grow business.

Marketing 98

Marketing Social Media Reference Brands 98

Gainsight

SEPTEMBER 28, 2020

It is not uncommon for companies to transition customers to varying segments, especially during an economic downturn. The expectation to do more with less has companies reallocating and stretching internal resources. They also want to protect their customer base by placing a renewed and focused emphasis on particular segments within the base. That means improving or increasing their customer success managers (CSM) ratios for their top Annual Recurring Revenue (ARR) customers, especially those at

Webinar 98

Webinar NPS E-support Customers 98

CX Workout - Ideas Blog

SEPTEMBER 29, 2020

What we Ask (and What it Means). Simon Sinek taught us all the value of entering into a challenge by answering the “Why” question in his brilliant Ted Talk: “ Start with Why.”. But not everybody instinctively starts with why. Different personalities prefer different questions. Ideators start with “Why.” Why is this relevant? Why should I care? Why did it happen?

Definition 98

Definition Presentation Voice of Customer Customer Journey 98

Ecrion

SEPTEMBER 29, 2020

Why Ratings Are Important | Social Media | Follow Up | Thank Reviewers |. Reach Out | Provide Incentives | Reviews Front&Center. Have you ever looked at the customer rating section of your website and wondered why it’s so bare? Do your social media pages seem lackluster with just one or two reviews from your family and friends? How do you get great reviews from all the customers you serve every day?

Social Media 98

Social Media Customers Engagement Customer Engagement 98

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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

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Doing CX Right

SEPTEMBER 27, 2020

Leadership article originally published in Forbes, Sept 2020. Happy employees fuel happy customers. This statement may sound strange but it is true and dependent on great leadership. They go hand in hand. When employees feel included, valued, and appreciated, they often go above and beyond to deliver excellence. A common question is how can leaders create a customer-centric culture with engaged, motivated employees?

Leadership 97

Leadership Culture Customer Centricity 2020 97

One Millimeter Mindset

SEPTEMBER 29, 2020

How do yesterday’s professional competencies meet today’s and tomorrow’s client needs? Something shifted during the pandemic. Did you feel it? Because yesterday’s professional competencies are table stakes for meeting today’s and tomorrow’s client needs. Actually, they have been for quite a while. From your perspective, how you learned to do things, yesterday, remains the crux of how you and your teams deliver solutions to clients.

Workshop 86

Workshop Leadership 2020 Presentation 86

Team Support

SEPTEMBER 29, 2020

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer Relationships 89

Customer Relationships B2B 2008 Competitive Advantage 89

MyCustomer

SEPTEMBER 28, 2020

Engagement CX Leader of the Year 2020 finalists revealed.

2020 112

2020 Engagement 112

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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