Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.

2018 71

2018 Article Customers Loyalty 71

GetFeedback

MAY 24, 2020

The most prominent challenges of running a cross-functional CX team and how to overcome them.

Article 411

Article 411

Alida

MAY 27, 2020

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

2020 130

2020 Customer Experience Brands Customers 130

Experience Investigators by 360Connext

MAY 26, 2020

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a new experience for everyone.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Workshop 143

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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.

2024

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Travel 148

Travel Books Metrics Consulting 148

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.

Customer Service Training 134

Customer Service Training Customer Service Information Customer Expectations 134

One Millimeter Mindset

MAY 26, 2020

Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. And your adrenaline-driven rush during March only represents the front end of the pandemic bell curve. Not the entire cycle. And, Memorial Day comes and goes.

Workshop 113

Workshop 2020 Presentation Communication 113

Integrity Solutions

MAY 28, 2020

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. It’s motivating and rewarding. However, the allure of “getting the win” can also be a potential trap for some of us.

Sales 110

Sales Customers B2B Connections 110

NetBase

MAY 27, 2020

The rise in popularity of Direct to Consumer (D2C) sales is accelerating and brands seek to recover from COVID-19. And smart companies are hitching a ride on this fast-moving sales strategy to maximize their presence and connect directly to consumers. Appealing widely to the millennial consumer, selling D2C isn’t a new concept, think of the mail order catalogues of your youth.

Brands 97

Brands 2025 Consumers Sales 97

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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

ShepHyken

MAY 26, 2020

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Top Takeaways: Many customers believe that companies don’t care about customer service.

Contact Center 123

Contact Center Customer Service Representative Omnichannel Technology 123

ProProfs Chat

MAY 28, 2020

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken. No matter if you own a mom and pop shop at a street corner or run a multinational apparel brand, loyal customers are driving your business forward, one transaction at a time. . However, brand loyalty has become just another ‘buzz-phrase’.

Loyalty 93

Loyalty Brands Customer Experience Loyalty Programs 93

Optimove

MAY 26, 2020

How to reduce the number of one-timers who are likely to churn? We got a few best-practices to share with you. You can read on to get to know one of these methods or click here to download all of them. Decided to continue reading here? Alright, perhaps that’s the right time to tell you that 59% of first-time purchasers (aka one-timers) will never make an additional order for most brands!

Download 98

Download Communication Metrics Loyalty 98

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.

Technology 86

Technology Information Consumers Retail 86

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

NetBase

MAY 26, 2020

No doubt about it, ecommerce has seen a meteoric rise in the wake of the coronavirus pandemic. Due to social distancing measures and the closure of many brick and mortar stores that were deemed non-essential, people have been quick to shift to online retailers to bridge the gap. And diving in to support this new world, we see Facebook shops making ecommerce waves.

E Commerce 97

E Commerce Retail Social Media E-support 97

One Millimeter Mindset

MAY 28, 2020

In fact, why perpetuate yesterday’s team dysfunction into any collaborative environment? Virtual or otherwise. Regardless of whether you work entirely virtually or in a hybridized format, the playing field is flattened by the current scenario. Consider that the folks already were used to working remotely are at an advantage, moving forward. Because they optimize hybrid performance habits and deliverables.

Workshop 89

Workshop Entertainment Leadership Presentation 89

Interactions

MAY 28, 2020

Coronavirus has economies around the world down to its knees. As governments plan a phased approach to open up businesses, consumers are both excited and cautious about their safety and welfare. A recent survey by Deloitte asked people whether they agree with the statement: “I feel safe going to the store right now.” In the US, only 34% of those surveyed responded with “agree” or “strongly agree.” .

Multi-Channel 83

Multi-Channel Customer Journey Mapping Virtual Agent Customer Service Strategies 83

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.

2015 131

2015 2020 Customers Customer Service 131

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

Michel Falcon Experience

MAY 28, 2020

On today’s episode, Sarah Smolej comes on and we chat about: Who taught me my most valuable leadership lessons. Why leadership matters to company culture. Two things that I recite to myself daily (one of them is in Spanish). Plus, more! Listen on Apple podcast or Buzzsprout (for Andriod users). The post Podcast: Two Things I Recite to Myself Daily appeared first on Customer Experience Customer Service Keynote Speaker.

Leadership 78

Leadership Culture Customer Service Customer Experience 78

Talkdesk

MAY 26, 2020

The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. Below you’ll find a series of valuable tips that will help you build rapport with customers over the phone in no time. 1.

Call Center 90

Call Center Communication Interaction Information 90

Ecrion

MAY 28, 2020

Statistics state that 37% of businesses in the US now use AI. Additionally, recent reports are also stating that AI poses the potential to increases business profitability rates by 38% by 2035. AI in business opens up avenues for measurable process optimization and increased efficiency. Businesses that don’t invest in AI run the risk of falling behind the pack.

Customer Journey Mapping 79

Customer Journey Mapping Consumers Communication 2022 79

Heart of the Customer

MAY 28, 2020

“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent). He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience. There’s no time to waste I’ve written about the […].

Presentation 103

Presentation Advertising Books Communication 103

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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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NICE inContact

MAY 25, 2020

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Contact Center 71

Contact Center Definition Customer Service Call Center 71

ProProfs Chat

MAY 29, 2020

What Is a Customer Touchpoint? A touchpoint is where interaction occurs between the brand and the customer. . Turn the clock back a few decades ago, and these interactions were limited and easy to track. However, the current scenario is not that simple in terms of interactions. Marketing, PR, third party sites, online reviews, etc. have scaled operations to such an extent that as marketers, a lot of times, you’re not even sure what your touchpoints are.

Touchpoint 72

Touchpoint Social Media Advertising Seminar 72

The DiJulius Group

MAY 27, 2020

1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the. Read Full Article.

Customer Experience 109

Customer Experience Consulting Article Customers 109

Eptica

MAY 25, 2020

Date: Monday, Mai 25, 2020 Author: Arnaud Dufrounet - CMO Pourquoi devrait-on tous s’inspirer des « règles d’or » du service édictées par Fred Sirieix ? Publié le: 25 Mai 2020. Auteur: Arnaud Dufrounet - CMO Quels que soient l’entreprise et son secteur d’activité, les clients s’attendent à bénéficier d’un haut niveau de service.

2020 71

2020 Article Engagement Customer Service 71

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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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