GetFeedback
NOVEMBER 30, 2018
Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Given these expectations, implementing a live chat feature should be a no-brainer for your business.
Customer Bliss
NOVEMBER 29, 2018
How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Antoinette leads this state department that provides public health insurance to the citizens of Colorado through their Health First Colorado Medicaid program and the Child Health Plan Plus; they cover approximately 1.3 million people in the state.
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Beyond Philosophy
NOVEMBER 29, 2018
I don’t go to a store looking for a product these days. What’s more, it occurred to me a couple of years ago that I no longer Google products that I want to buy; I “Amazon” them. I suspect many of you do the same. In many ways, Amazon-ing products is a result of the digital transformation. We have stores where we can purchase things, and then we have their online channels where we are buying things also.
BlueOcean
NOVEMBER 30, 2018
Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth.
Advertiser: ZoomInfo
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ShepHyken
NOVEMBER 28, 2018
In the past, I’ve written and talked about “ Telling Your Story.” The idea is that you look to create the “legendary” type of stories that come from your employees and set the bar for the customer experience you want to deliver. Probably the best example is the famous Nordstrom story where a customer returned a set of used tires to a Nordstrom – and the store employee gave the customer a refund.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Experience Matters
NOVEMBER 29, 2018
What motivates employees? This may seem like a difficult question to answer, but it’s not hard at all. There’s one overwhelming answer: Making a positive difference. In our latest consumer benchmark study, we asked more than 5,000 full-time U.S. employees to select which of eight job characteristics they felt was the most important. Here’s what […].
GetFeedback
NOVEMBER 30, 2018
An inside look into GetFeedback's best practices for live chat customer service.
ShepHyken
NOVEMBER 27, 2018
It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Annette Franz returns to Amazing Business Radio to discuss becoming more customer-centric, how to understand your ideal customer, and journey mapping. . . Top Takeaways: The only way you’re going to design a product or service that customers will want and need is to understand their pain points, what problems they’re trying to solve, and what they’re trying to
InMoment XI
NOVEMBER 29, 2018
A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. View Article.
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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.
Joe Rawlinson
NOVEMBER 28, 2018
Telegrams first gave way to the telephone which were then made obsolete by smartphones. Everything around us is evolving and so is customer service. Most businesses today have three or four channels of communication that allows customers to reach to them via phone, email, live chat and so on. But instead of waiting for problems to appear and then go about solving them, why not anticipate customer demands in advance?
Beyond Philosophy
NOVEMBER 26, 2018
My local diner has a menu that looks like a spiral-bound book. “Breakfast served all day!” it says, before presenting me with four pages of breakfast fare, then another six that seem to span the globe. Fried chicken and waffles. Burritos. Spaghetti and meatballs. On a recent visit, I planned on having a sandwich, but the menu gave me pause. Maybe I really wanted breakfast.
ShepHyken
NOVEMBER 30, 2018
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.
InMoment XI
NOVEMBER 29, 2018
A few weeks ago we had our CXForum in London. It was a great event with over 200 CX professionals and practitioners from across the UK and Europe in attendance. I was very fortunate to present with Oliver Kipp, MaritzCX’s Chief Customer Officer. Our presentation focused on the CX trends we have identified and what. View 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.
Amity
NOVEMBER 28, 2018
[ Photo Credits: Nathanael De Boer [link] boer.com/ ]. Founded in 1999, Densify is a SaaS company focused on Cloud optimization, specifically working in the SaaS industry for 2 years. Delivered as a service, Densify's patented optimization engine collects and analyzes data from cloud computing services and other IT environments, which is further combined with advisory services of cloud experts who report on cost, explore usage patterns, and project future trends.
Experience Matters
NOVEMBER 26, 2018
You might have heard Qualtrics discussing X-data (experience data) and O-data (operational data), and wondered, should we care? The answer is yes, and here’s why. Let’s start with a basic premise that no individual experience exists in a vacuum. People form their opinions about any experience based on a collection of different factors. The more we can understand those factors, the better we can extrapolate the insights about a single personal experience to form a deeper understanding
Beyond Philosophy
NOVEMBER 30, 2018
Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on.
ReviewTrackers
NOVEMBER 27, 2018
Why Claim Your Yelp Business Page? Founded in 2004, San Francisco-based Yelp has collected approximately 171 million crowd-sourced reviews of businesses in a wide range of categories, from restaurants and hotels to dentists, boutiques, and mechanics. Studies have shown that 82 percent of Yelp users visit the site when preparing to spend money. Also, 93 percent of Yelp users go on to make purchases at the business they looked up and researched on the site.
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!
Heart of the Customer
NOVEMBER 27, 2018
Last week I wrote about the Gartner CX Pyramid, an interesting maturity model. This week I’ll go into how to use journey mapping best practices to move up the model based on Gartner’s description of the model on their public website. Selecting the right journey mapping approach requires you to understand where you are on […]. The post Moving up Gartner’s CX Pyramid with Journey Mapping appeared first on Heart of the Customer.
ShepHyken
NOVEMBER 26, 2018
Each week I read a number of 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. Busting 3 Massive Myths About Employee Engagement by Christine Comaford. (Forbes) There’s a lot of buzz about employee engagement these days.
Myra Golden
NOVEMBER 30, 2018
Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. I share simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.
TechSee
NOVEMBER 27, 2018
Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. AR has emerged as an innovative tool that allows enterprises an almost unlimited opportunity to interact with consumers on their mobile devices. AR is expected to grow into an $80 billion market by 2025, with Google forecasting that hundreds of millions of mobile devices will support AR capabilities in the coming
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ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
The DiJulius Group
NOVEMBER 28, 2018
The Mount Rushmore of Customer Service Leaders Who are the greatest Customer Service Leaders of all time? The following is a list of the 10 greatest Customer Service Revolutionaries who had the most influence and dramatically changed businesses in all industries. These changes are still being felt decades later. 1.Walt Disney The Father of. Read Full Article.
Oracle
NOVEMBER 28, 2018
All stats referenced here are from Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss. As the pendulum has swung to a point where “service” is often seen as a technology answer, customers need a healthy dose of both high tech and high touch in their lives. Here are 4 examples of companies showing their humanity in a high-tech world.
Answer Dash
NOVEMBER 27, 2018
Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. That is the Customer Effort Score (CES).
Heart of the Customer
NOVEMBER 28, 2018
Last week I discussed Gartner’s CX Pyramid and its approach to evaluating your customer experience. Yesterday’s post discussed how to use journey mapping to help you move up the first three levels. Today, I’ll talk about using journey mapping to move to the top of the pyramid – the Proactive and Evolution levels. Getting to […]. The post Move to the Top Levels of the Gartner CX Pyramid with Journey Mapping appeared first on Heart of the Customer.
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