GetFeedback

NOVEMBER 7, 2019

It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. And we’ve extended these expectations to eCommerce. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

Social Media 249

Social Media Competitive Advantage 2016 2018 249

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. The culture is defined by actions, not words. It is consistent behaviors that give people direction on what to “model.” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

BlueOcean

NOVEMBER 6, 2019

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and the hard numbers do matter after all.

Contact Center 156

Contact Center Call Recording Call Center Customer Care 156

CloudCherry

NOVEMBER 3, 2019

“Basically, be a heart with ears”… …One of my favorite quotes from this week’s “Sweets of CX” guest- Customer Experience Manager for NumberBarn , co-founder of CustomerServiceLife.com , certified health coach, CloudCherry’s 2019-2020 CX Influencer Champ, and the founder of Jenny Dempsey Wellness – Miss Jenny Dempsey herself. So, what’s she referring to?

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2019 2020 Workshop Insurance 150

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GetFeedback

NOVEMBER 7, 2019

Follow these 5 visual economy rules to deliver the best visual customer experience on your site.

Customer Experience 195

Customer Experience Customers Article 195

Beyond Philosophy

NOVEMBER 8, 2019

People know an expensive brand when they see one. They also can spot a discount retailer at fifteen paces. So, why do they get it wrong so often? They get it wrong because of a concept called Price Image. Price Image is a concept that describes how people form impressions about whether your brand is high- or low-priced based on many non-price indicators.

Airlines 112

Airlines Customers Retail Brands 112

Experience Investigators by 360Connext

NOVEMBER 5, 2019

Leaders want to deliver exceptional experiences. We all want to deliver for our customers, starting with a sales experience that builds trust between our organization and our buyers. After all, sales sets the stage for the entire customer journey. Sales is where current challenges are discussed and in turn, promises are made. Those promises may be made with the best of intentions, but if your sales team doesn’t have a full understanding of the entire customer journey, it’s difficult to avoi

Sales 110

Sales Customer Journey Feedback Connections 110

GetFeedback

NOVEMBER 7, 2019

Follow these 5 visual economy rules to deliver the best visual customer experience on your site.

Customer Experience 150

Customer Experience Customers Article 150

Experience Matters

NOVEMBER 4, 2019

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters.

Books 128

Books Customer Experience Customers 128

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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

NOVEMBER 4, 2019

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. Gypsy and Your Customers Expect Kindness by Chip Bell. (Forbes) Your customers are a lot like Gypsy in their expectation of kindness.

Article 86

Article 2019 Customer Service Social Media 86

Oracle

NOVEMBER 5, 2019

Retail innovation is constantly evolving, from established brands testing new customer experiences to the changing face of service delivery. Retailers of all sizes are pushing the envelope to stand out through their CX. What retail innovations are on the horizon for 2020? To get a beat on the market, we’re rounding up some of the key themes from the key retail conferences of 2020 to look ahead at what forces are likely to be shaping retail in the months ahead.

Retail 76

Retail 2020 Innovation Entertainment 76

CSM Magazine

NOVEMBER 4, 2019

To deliver the best Face-to-Face service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you. You need to be aware of your body language and your tone of voice and how both are affecting the perception customers have of you and your company. “Using professional actors to deliver immersive and interactive training makes perfect sense because they are the experts in voice, body language and how to calm nerves if someone lacks the confiden

Customer Service Training 80

Customer Service Training Customer Service Workshop Hospitality 80

Heart of the Customer

NOVEMBER 7, 2019

Think about the last time you lead brainstorming to improve your customer experience (CX). Did you give people Post-It Notes and have them shout out ideas while they put them on the wall? Doing that is a ton of fun. But it’s also a terrible way to develop ideas. So, stop doing it. You reply, “But […]. The post Ideas are Your Fuel for an Improved CX appeared first on Heart of the Customer.

Customer Experience 103

Customer Experience Customers 103

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

ShepHyken

NOVEMBER 5, 2019

The Bottom Line of Customer Experience. Creating a Customer Experience that Results in Financial Gain. Shep Hyken interviews Augie Ray from Gartner. They discuss the importance of investing in the customer experience and how to build a CX that will benefit both customers and companies alike. The Interview with Augie Ray: The emergence of new technology and the rise of social media have changed the way customers interact with brands, giving them more channels of communication than ever before.

Definition 16

Definition Social Media Financial Loyalty 16

Oracle

NOVEMBER 8, 2019

According to Content Marketing Institute’s (CMI) 2018 Benchmarks, Budgets, and Trends—North America report , 31% of respondents rated their organization as doing a fair or poor job of aligning metrics with content goals. In fact, CMI also found that only 37% of B2B marketers and 40% of B2C marketers even had a written content plan documented! If you’re trying to get strategic by determining goals — and how you’ll measure them — but aren’t sure where to start, consider the

Brands 104

Brands Marketing Document Metrics 104

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Beyond Philosophy

NOVEMBER 2, 2019

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior. Confidence is a feeling, not a fact or a physical item. However, this emotional reaction has serious implications on the economy, as well as your bottom line.

Consumers 76

Consumers Financial Consulting Loyalty 76

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

ShepHyken

NOVEMBER 6, 2019

What I’m about to share with you is a simple question to ask your customers—and even your employees—that will help you meet, and even exceed their expectations. This question is about success, for both you and your customers. First, a little background. I’ve been a part of Dan Sullivan’s Strategic Coach program for 20 years. Once a quarter, I meet with my coach and spend the day working on my future.

Reference 104

Reference Customer Service Training Sales Customer Service 104

SurveySparrow

NOVEMBER 6, 2019

Well, let’s face the fact! Employee Assessment is way beyond a joke and you would know it better than me. Employees are the bedrock of your organization. You would want to know the performance status of each employee; who’s learned some new tips and tricks, who’s the star performer, who’s the bloke with some innovative ideas and whose skills need to be honed and so on.

Feedback 75

Feedback 2020 Multi-Channel Culture 75

One Millimeter Mindset

NOVEMBER 4, 2019

When you tell data-driven “Me” stories, you become short-sighted about the outcomes that decision makers look for when deciding to fund, invest and buy. Are the stories you tell well-balanced or out-of-sync with the stories people are listening for? As STEM professionals and left-brain thinkers, we take pride in being the smartest people in the room.

Engagement 71

Engagement Presentation Books Communication 71

Kustomer

NOVEMBER 6, 2019

Recently, Kustomer was referenced in the New York Times. In almost all circumstances that would be a good thing for a fast growing startup. But in this case, it was not. The New York Times article was not about how Kustomer is revolutionizing customer service. It was not about our commitment and singular mission of helping businesses treat their customers better, and our fast growth since 2015.

2015 74

2015 Exceptional Customer Service Consumers Article 74

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TechSee

NOVEMBER 5, 2019

Augmented Reality (AR) is fast becoming an accepted part of our lives. A recent survey indicates that more than 68 million people are already using AR, and that number is expected to grow to 85 million by 2021. This rate of adoption has prompted Goldman Sachs to predict that AR will be an $80B market by 2025. Meanwhile, Gartner estimates that by 2020, AR applications on mobile devices will be adopted by 30% of large enterprises as part of their digital transformation strategies.

2025 95

2025 Airlines Contact Center 2021 95

UJET

NOVEMBER 4, 2019

The move towards Contact Centers as a Service ( CCaaS ) and cloud-based systems mean that solutions don’t have to try and be a one-size-fits-all platform. However, since a full contact center rip-and-replace is not only time consuming, but expensive, many customer support organizations are still using more traditional contact center platforms. These systems rely on voice and IVR as the main forms of communication.

Contact Center 18

Contact Center Call Center Consumers Blog 18

Totango

NOVEMBER 5, 2019

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. By capturing day-to-day information on how your customer uses your product, you can shape your actions to increase their overall experience and drive value. In an economy where customers are loyal to personalized products and highly responsive service, visibility of customer behavior keeps you relevant.

Metrics 64

Metrics Customer Success Measurement Customers 64

Team Support

NOVEMBER 8, 2019

Simply put, your business needs customer service strategies that improve their productivity and customer satisfaction. The right strategies help your customers resolve their issues faster and enable your agents to provide better support. Here are five of the winning customer service strategies every business should be using: 1. Self-service. Often the fastest and easiest way for customers to resolve a technical or support issue is just to do it themselves.

Customer Service Strategies 83

Customer Service Strategies Customer Service Multi-Channel Customers 83

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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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