NICE inContact
MAY 4, 2021
In the business world, customer experience has long been the focus of many efforts. From marketing to lead generation, business operation, and even customer retention, brands know all too well that the customer is the one part of the equation that can make or break their business at the drop of a hat.
Bill Quiseng
MAY 2, 2021
Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. While this reactive analysis is critical, it is just as important to embrace a proactive approach, taking as much time examining the positive comments for clues in the experiences that customers raved about in their surveys.
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Alida
MAY 3, 2021
Companies that implement voice-of-employee (VoE) programs are usually in it to improve the employee experience (EX).
TechSee
MAY 4, 2021
The Gig Economy – Work On-Demand. In recent years, the world has been trending toward a gig-based economic format. A gig refers to when an independent worker is hired, often through a digital marketplace, to work on a short-term project or task on-demand, such as freelancers, independent contractors, and temporary hires. These gigs are often created to meet consumer demand via the real-time delivery of services.
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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.
Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Alida
MAY 5, 2021
In July 2017, the Pennsylvania Lottery launched the Pennsylvania Lottery Insiders online research community powered by Alida (formerly Vision Critical). The goal of the community, which started with a group of about 5,000 players, was to create an engaged community of player volunteers who wanted to share their opinions about all things lottery. The strategic aim of starting Insiders was to allow the Pennsylvania Lottery to gather quick, continuous feedback from engaged players about products, m
Totango
MAY 5, 2021
It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. A business’s relationship with its clientele is a foundational necessity, and just like any other relationship, if one side does not understand the other, the partnership is destined to fail. By measuring customer experience, companies can easily become more educated about customer behavior and opinions.
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.
ShepHyken
MAY 3, 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. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. (Retail Customer Experience) Sweetwater Sound Inc., an online retailer of music instruments and audio gear, is dedicated to investing in an “old s
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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.
CRMI
MAY 2, 2021
CXDNA Ultimate Ecosystem? Triple Crown CXDNA Ultimate Ecosystem? NorthFace ScoreBoard Award? Triple Crown Defining Metrics for Creating World Class Excellence in: Customer Service Employee Soft-Skills CEMPRO Certifica.
BirdEye
MAY 4, 2021
Technological advances have enabled quick and seamless experiences for consumers across different industries. eCommerce sites offer 1-click shopping and same-day delivery. Ride-hailing apps allow users to find reliable transport with just the click of a button. It’s an age of quick and seamless experiences all around — with one exception: healthcare.
Hello Customer
MAY 6, 2021
More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. During our last webinar , Steven Van Belleghem and our CEO Leslie Cottenjé discussed the matter of extreme customer centricity. The first of three sessions focused on people , in particular the importance of your customer service team.
Kustomer
MAY 6, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Wade Radcliffe and Vikas Bhambri to learn about visual integration to enhance the customer experience and how it boosts agent efforts. Listen to the full episode to learn more. A New Communication Channel. Wade Radcliffe was the Director of Business Development at Streem , a company that offers a visual layer to the world of CX, and understands the need to integrate multiple ch
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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The DiJulius Group
MAY 5, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Dave Murray, Senior Customer Experience Consultant for The DiJulius Group about how to start your customer service revolution journey. John and Dave talk about the building blocks that every great customer service organization has to have. You will learn: What the actual definition of.
BirdEye
MAY 6, 2021
There’s a reason why Birdeye is the #1 Experience Marketing platform on the market. We work hard to ensure that our platform enables businesses to deliver fantastic experiences at every touchpoint and allows their customers to share their experiences on review sites and social media. Whenever we receive awards , we know that it’s because we’ve taken the time to build a platform that’s both robust and easy-to-use, and gives all 60,000+ of our partner businesses everything they need to be found, b
One Millimeter Mindset
MAY 6, 2021
Successful collaboration involves taking action on all those marvelous ideas bouncing around inside your brains! Especially taking action on more ideas generated when complex problem-solving, together. Otherwise, team members’ contributions to collaboration is unconsciously limited by traditional habits like mindset, behavior, professional bias, and time constraints.
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
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.
C3Centricity
MAY 1, 2021
Denyse Drummond-Dunn · How to sell more to less: the essentials of segmentation. “Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. . Businesses often make the mistake of trying to sell to everyone. Are you guilty of this? Why is this a mistake? Well, if you try to please everyone you end up delighting no-one.
ReviewTrackers
MAY 5, 2021
Americans eat almost one-third of their caloric intake at restaurants, according to the U.S. Food and Drug Administration. That is almost twice the amount than the average intake in the 70’s, according to the U.S. Department of Agriculture. The number of meals eaten out increases significantly during the winter holiday season, starting before Thanksgiving and continuing through New Year’s celebrations.
Upstream Works
MAY 4, 2021
What do customers want when they interact with your contact center? They want to have options in how they choose to contact you with seamless escalations to personalized service. They want proactive service with agents who can predict upcoming issues. Customers want resolutions on the first contact. Give your customers all that and more with Upstream Works for Amazon.
Education Services Group
MAY 6, 2021
In part one of this two-part series , I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality. 2. Negative publicity from churned users. 3. Employee anxiety. 4.
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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.
Russel Lolacher
MAY 4, 2021
Legacy is a funny thing. It’s a term used more and more in organizations when executives or senior management are in their mid- to late career. Their bosses will ask, or they’ll ask themselves,… “What do you want your legacy to be?” But what does that even mean? As Merriam-Webster Dictionary states it: leg·?a·?cy | ?
delighted
MAY 4, 2021
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Customer Satisfaction Score (CSAT) vs Net Promoter Score (NPS) vs Customer Effort Score (CES). So, which is best for you? While NPS, CSAT, and CES all garner feedback about how a customer feels about your company, products, and services, there are nuances that make one better than the other depending on your use case and business goals.
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
Totango
MAY 6, 2021
What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation.
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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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