MyCustomer

NOVEMBER 12, 2020

Engagement What should be the priorities for restarting CX

Engagement 97

Engagement 97

SMG CX

NOVEMBER 10, 2020

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

Customer Experience 52

Customer Experience Customers Brands 52

SurveySparrow

NOVEMBER 8, 2020

The usage of mobile phones is at an all-time high. Everyone owns a smartphone, and we accomplish our daily tasks using this handheld device. As a result, mobile devices are increasingly driving internet traffic. Many companies have realized this and are optimizing their websites to be mobile compatible. Now the question arises, shouldn’t we do the same for surveys as well?

NPS 59

NPS Net Promoter Score Social Media Feedback 59

eglobalis

NOVEMBER 7, 2020

Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead , People-centric enterprises will certainly have an advantage – not just today, but also down the road – when it comes to the memories they instilled in employees and customers during the COVID-19 pandemic. The post Customer Transformation: Loyalty & Sentiment Are Your Challenges Ahead appeared first on Eglobalis.

Loyalty 382

Loyalty Customers Customer Relationships Culture 382

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GetFeedback

NOVEMBER 11, 2020

Interview with Matthew Phillip, Marketing Automation Manager at Mylo, a Lockton company, the insurtech leader revolutionizing insurance shopping, about his career in the customer experience space.

Insurance 448

Insurance Marketing Management Customer Experience 448

BlueOcean

NOVEMBER 11, 2020

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to business as usual. For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency.

Customer Care 266

Customer Care 2020 Customers Contact Center 266

Experience Investigators by 360Connext

NOVEMBER 10, 2020

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education. Families dealt with loss and illness. And leaders had to navigate all these changes as they happened, in very real-time ways.

2020 190

2020 Customer Experience Chief Customer Officer Communication 190

GetFeedback

NOVEMBER 8, 2020

Using the five dimensions of service quality and knowing how to measure them accurately can help you find actionable ways to improve your customer experience and delight your customers.

Measurement 195

Measurement Customer Experience Customers Article 195

Beyond Philosophy

NOVEMBER 12, 2020

Digital experiences are a crucial part of your Customer Experience , especially during the pandemic. Some organizations are excelling, while others could use some work. No matter where you fall on that spectrum, we have some essential considerations for designing your digital experience in the form of 5 rules. On a recent podcast about these 5 rules, I shared a recent digital experience that was definitely on the “could use some work” side of the spectrum.

Books 162

Books Presentation Measurement Interaction 162

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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 10, 2020

Optimize Your Feedback Loop. Collecting, Responding and Reacting to Customer Feedback. Shep Hyken interviews Joshua Liebman , founder of BackLooper. They discuss strategies for collecting customer reviews and feedback and what to do with it after you collect it. Top Takeaways: First you have to get customer feedback. Next you must respond to it. Then you should do something with it—as in, use it to improve internally.

Tourism 138

Tourism Hospitality Feedback Technology 138

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? (And nowhere near to whatever has been normal.). Consider that retaining yesterday’s clients just may not be the primary focus of this strategy, either. Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions.

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

GetFeedback

NOVEMBER 8, 2020

Simplifying CX YouTube series episode on how to manage customer service during COVID-19 holiday season.

Customer Service 221

Customer Service Management Customers 221

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

2020 126

2020 Download Blog Interaction 126

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 11, 2020

We’ve all heard the old adage: “It’s better to give than to receive.” That’s what customer service people do. They give and give and give. They help solve problems and resolve complaints. What they get in return—hopefully—is a nice thank you, which, when you think about it, is fairly insignificant , though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role aren’t doing it just for the money.

Customer Service Training 164

Customer Service Training Customer Service Information Customer Focused 164

The DiJulius Group

NOVEMBER 11, 2020

4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Reduce the #1 Cause of Anxiety For most people uncertainty triggers high extremes of anxiety. As human beings, we like predictability in our lives. That is why we check the five-day forecast, so we know how to dress. That is why. Read Full Article. The post How to Reduce the #1 Cause of Anxiety appeared first on The DiJulius Group.

Article 115

Article Leadership Customer Service Customer Experience 115

Talkdesk

NOVEMBER 13, 2020

November marked the beginning of the fourth quarter in Talkdesk’s fiscal year. I usually transition to a new quarter focused on what we must accomplish and the action plans to make it all happen. However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . In 2021, Talkdesk will celebrate its 10-year anniversary.

Contact Center 111

Contact Center 2020 Roadmap Leadership 111

Call Experts

NOVEMBER 12, 2020

Thanksgiving, Black Friday, Cyber Monday, and winter holidays are coming! It’s official; you are entering the 2020 holiday season. Businesses don’t want to lose sales or brand reputation during the holiday season. If you’re actively engaging in workforce management practices, you should be prepared for these shifts. A rush in inquiries, sales, and customer support needs can make or break your holiday season!

Management 98

Management Contact Center 2019 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

ShepHyken

NOVEMBER 9, 2020

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. The experience equation: Happy employees and customers accelerate growth by Vala Afshar. (ZDNet) Research shows the relationship between employee experience (EX) and customer experience (CX) and its impact on accelerated growth.

Article 112

Article 2020 Customer Journey Mapping Customer Service 112

Advantage Communications

NOVEMBER 10, 2020

Developing high-quality customer service and world-class customer experiences is key to retaining customers and creating a highly loyal customer base, yet the vast majority of organizations are struggling to do this successfully.

Customer Experience 98

Customer Experience Customer Base Customers Customer Service 98

Ecrion

NOVEMBER 10, 2020

1. Save Money | 2. Lower Delivery Costs | 3. Improve Information Access | 4. Improve Work Environment |. 5. Maintain Compliance | 6. Go Green | 7. Document Security. If you run a business, you may feel sometimes like you’re snowed under in paperwork. Trying to shuffle forms back and forth between departments can get confusing and chaotic. And security management becomes a nightmare.

Document 98

Document Information Management Communication 98

Cyara

NOVEMBER 12, 2020

Organizations are constantly looking to improve their customer experience (CX). While the contact center has always played a key role in this, since we’ve been in this global pandemic, the contact center has become the place where consumers interact with organizations. And contact centers depend on complex technology to deliver that great CX. Technology which, from time to time, fails – resulting in issues such as outages, poor voice quality, prompting errors, dropped calls and delays.

Contact Center 128

Contact Center Technology Consumers Interaction 128

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ShepHyken

NOVEMBER 13, 2020

This week we feature an article from Su Kaygun Sayran , a content writer for JotForm. He writes about what specifically makes feedback effective in helping you improve your customer service. Feedback, the one thing that businesses know that they need but dread to receive it at the same time. But at the end of the day, it’s the feedback that makes or breaks a company.

NPS 131

NPS Net Promoter Score Feedback Customer Experience 131

Totango

NOVEMBER 10, 2020

A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. Outcome success plans focus on capturing mutual objectives, documenting the steps toward achieving them, and sharing information between both clients and your own internal teams—driving interconnectivity and displaying progress through one easily accessed live portal.

Customer Relationships 121

Customer Relationships Customer Success Document 2021 121

Talkdesk

NOVEMBER 11, 2020

Organizations worldwide are now waking up to the advantages of moving to the cloud as a strategic decision, not only to keep businesses up and running, but also to boost performance, cut costs and enhance customer experience (CX). For years, contact centers have run on-premises infrastructure, battling the difficulties of scaling operations or updating systems and tools whenever customer demands shift.

Contact Center 123

Contact Center Management Customer Experience Customers 123

Oracle

NOVEMBER 10, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we are living through, the Experience Economy. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes. Episode air date: 10/21/20.

Customer Care 78

Customer Care E Commerce Retail Brands 78

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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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