Horizon CX
APRIL 6, 2021
I first wrote and published this blog topic back in July of 2015. That was nearly six years ago and, with recent events revealing racial inequities along with an increase in anti-Asian and other hate crimes, I thought it was time to bring this topic once again to the forefront as it seems to be a precursor to what we commonly refer to these days as microaggressions which eventually can lead to more insidious actions of violence.
Steve DiGioia
APRIL 5, 2021
As I’ve gotten older, I better understand why many “old folks” (speaking from the viewpoint of me as a kid) got so grumpy. They’re tired of dealing with years of B.S. from so many people and have had enough of it. They just want to live their lives in peace and will no longer accept subpar work or attitudes. Me too. During our young adult years, we’re still concerned about “fitting in” and finding our place in “work world” – which is either far different from or eerily similar to “school world”.
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Russel Lolacher
APRIL 5, 2021
Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing. Our scope of work has grown from those early days to not only include leading our ever growing social customer care program and web development and maintenance but also in leading the business of
eglobalis
APRIL 4, 2021
Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience customerexperience supply chain experience. The post Change These 6 Fundamentals to Improve Your Digital Transformation and Supply Chain Experience appeared first on Eglobalis.
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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.
ShepHyken
APRIL 6, 2021
An Amazing Customer Experience, Guaranteed . How to Get Customers to Gain Trust and Confidence in Your Brand. Shep Hyken interviews Jeff Toister , a customer service author, consultant, and trainer. They discuss how making or breaking promises effects the customer experience. . Top Takeaways: . Broken p romises to your customers can be either implicit or explicit depending on the situation or marketing strategy. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
CSM Magazine
APRIL 8, 2021
If you want your organization to grow and succeed long term, you’ve got to be a service leader. To do that, you’ve got to be “Relentless.”. It has to be a lifetime commitment. Lots of executives talk about their focus on customer service. Most can’t, or more likely, won’t sustain it. Over the decades I’ve been researching and speaking, it has become very clear to me that: The most successful organizations in the world—business, government, and non-profit—keep customer service at the center of th
Conversocial
APRIL 6, 2021
Customer engagement now happens beyond the contact center. 2020's Digital Reckoning means customer expectations have changed for online interactions with their favorite brands. As demand for better digital experiences grows, it provides the chance to add more feathers to a brand’s bow when it comes to customer engagement. Rather than being purely reactive to customer queries, it’s now possible to use private messaging channels for proactive CX, particularly when it comes to customer acquisition.
ShepHyken
APRIL 9, 2021
This week we feature an article by Vihar Naik a writer for CallHippo , a cloud-based Intelligent virtual phone system for business & enterprise. He writes about skills everyone should have to communicate effectively with clients. Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company?
Alida
APRIL 8, 2021
Group Nine Media is a leading digital media company with many highly visible, category-leading brands in its portfolio, which include Thrillist , The Dodo , NowThis , POPSUGAR , and Seeker. Group Nine’s digital media portfolio extends across written, video, and audio content, reaching more than 145 million audience members every month. With a family of digital brands aimed at younger consumers—millennials and Gen Z making up 70% of its audience—Group Nine continually strives to stay on the cutti
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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.
ReviewTrackers
APRIL 7, 2021
Bank Reputation Risk Management. Reputation is one of the most valuable assets that a bank can have. It’s also the most fragile one. After all, reputation is the key to building public and consumer trust. A great reputation can set a bank apart from its competitors. Negative reputation, meanwhile, can drive away potential clients and increase customer churn.
Zeisler Consulting
APRIL 6, 2021
I’ve done some work with some folks in the software as a service (SaaS) space and have lots of colleagues and friends who are also working there. Whenever I talk with them about Customer Experience, I always chuckle when the conversation turns to the Voice of the Customer. Often when I think about SaaS organizations trying to get visibility into their VoC, I’m amazed by how overly complicated they make it out to be.
ShepHyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office. They are armed with knowledge and information, ready to talk to the salesperson and buy what they came for.
Totango
APRIL 7, 2021
In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system. The Totango API provides a full customer 360 view and helps improve your team’s efficiency so you can take your customer success to the next level. . This article explores Totango’s workflow integrations including Segment and Zapier, but these are just a few of the ways you can automate and streamline your workflows with Totango.
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!
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TechSee
APRIL 7, 2021
Today more and more companies are recognizing the benefits of allowing their employees to work from home (WFH), or more accurately, work from anywhere (WFA) that best suits their lifestyle. In fact, Global Workplace Analytics estimates that 25-30% of the workforce will be working from home multiple days a week by the end of 2021. While remote working is considered a win-win for companies and their staff, a WFH model makes an IT professional’s job more complicated.
Heart of the Customer
APRIL 9, 2021
Does it take you five hours to update your customer health dashboard, only to have three people barely glance at it? Worse yet, did someone else send out an Excel report that everyone read instead, even though you have a dashboard for their use? In other words, is your dashboard on mute? Read below for […]. The post Turn Your Dashboards Up to 11 appeared first on Heart of the Customer.
ShepHyken
APRIL 5, 2021
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. Balancing Humanization and Digitization: 3 Key Customer Service Trends by Jordy Leiser. (TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers.
Kustomer
APRIL 5, 2021
When it comes to building a successful customer service organization, you always want to start with defining your business outcomes. So the first question becomes: what do you want to achieve? Is it increased customer loyalty? Increased revenue? Incremental customer growth? Without understanding your ultimate end goal, knowing a customer’s history may seem unnecessary.
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.
One Millimeter Mindset
APRIL 6, 2021
You have powerful soft skills. However, you are not leveraging these very effectively. Mostly because these important skills get lost as you focused on earning all those professional certifications during 2020. However, before you add one more certification to your resume, I have a question for you. How do you plan on communicating the power of those certifications?
CSM Magazine
APRIL 6, 2021
Vivantio launches new service management product suite to serve. growing B2B service firms. Vivantio , a leading provider of customer service optimization software and solutions, is pleased to announce a new product suite specifically developed to meet and scale with the needs of growing B2B service firms. Each edition of the service management product is built for small- and medium-sized B2B. businesses at different levels of customer service maturity.
Comm100
APRIL 9, 2021
Today’s customer service expectations cross over industries. If a consumer has a positive experience in one industry, they’ll expect it in another. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. With these retail-based, transactional services now setting the bar for customer experience, financial institutions are no longer just competing with others
BirdEye
APRIL 9, 2021
Google My Business has become pivotal to generating leads online. The overwhelming impact that Google has made on how consumers search, select and buy can’t be overstated. Even with the economy now reopening and vaccines rolling out, consumer behavior has been permanently altered. 79% of consumers have stated they’re unlikely to return to their old ways of purchasing, because they have acclimated to their new digital lifestyles.
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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.
Inbenta
APRIL 8, 2021
Over the last decade, especially during the Covid-19 pandemic, companies have grasped the importance of intelligent automation and have accelerated the deployment of these services to increase productivity and customer satisfaction while saving resources. Intelligent automation consists of techniques that accelerate business processes while maintaining high-quality services.
ClientSuccess
APRIL 6, 2021
Customer success is one of the critical functions of any successful SaaS company, and as such it requires a platform that is fully dedicated to the strategic needs of a customer service team. As the needs and responsibilities of customer success teams change over time, tools must be able to keep up with the changing nature of the business. As such, it is a necessary step for customer success teams to re-evaluate their platform features and functionality to make sure the tools are up to the task.
Conversocial
APRIL 8, 2021
With iOS and Android, Apple and Google dominate the mobile operating system market, with a nearly 100% global share. If brands are looking for a way to reach new customers, going through the native apps available on virtually every smartphone in the world is a pretty good starting point.
MyCustomer
APRIL 7, 2021
Loyalty The Tesla vs Amazon stats that reveal NPS's flaws.
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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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