ShepHyken
DECEMBER 4, 2020
This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.
Strikedeck
DECEMBER 4, 2020
Vincent Manlapaz, in an interview with Kyle Winward talks about how the evolution of consumer behavior has brought a new set of challenges for business leaders to stand out from competitors and why organizations should become an agent of experience than an agent of service.
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Totango
DECEMBER 1, 2020
Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers. A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
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Experience Investigators by 360Connext
DECEMBER 1, 2020
Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 2, 2020
What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this. If you’re selling a trip to Hawaii, you probably try to paint a vision of a day on the beach, an amazing luau and a beautiful oceanfront balcony that includes a gorgeous sunset. The story you don’t tell—at least I hope you don’t—is the one that includes the technical specs of the engine on the plane that’s flying you to that exotic location, the type
GetFeedback
DECEMBER 4, 2020
Everything you need to know about DX, including what a good program looks like and how to improve your existing one.
Kustomer
NOVEMBER 30, 2020
When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels. They want businesses to understand them and keep pace with how quickly their needs change – especially when there’s a question or issue.
TechSee
DECEMBER 2, 2020
Emerging technologies make bold promises. Whether they ultimately go mainstream or crash strongly depends on delivering the goods, but also on the buzz surrounding them. And when it comes to determining a technology’s potential, it’s essential to separate fact from fiction. Remote visual support is no different. Remote Visual Support Myths.
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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
DECEMBER 1, 2020
How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience. Top Takeaways: Now more than ever, it’s incredibly important to pay attention to your digital customer experience.
Talkdesk
DECEMBER 1, 2020
More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant. If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line.
The DiJulius Group
DECEMBER 2, 2020
4 Quick Tips to Help you Make the Pandemic Irrelevant 1. Customer Service Feature Story Want to transform your customer service? Do this first By Dave Murray, Senior Customer Service Consultant As a customer service consultant, I repeatedly get asked, “When wanting to substantially improve your company’s customer service, where is the best. Read Full Article.
BirdEye
DECEMBER 1, 2020
Customers tell businesses exactly what they want and how they want the business to make them feel when they interact with them in their feedback. It’s almost like the blueprint to fantastic customer experience is handed out. It may be buried under a mountain of data and may need to be decoded – but the information is there. Why then do so many businesses struggle to provide that perfect experience that their customers expect?
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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.
ProProfs Chat
DECEMBER 4, 2020
For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. While the former helps businesses promote and sell their services based on industry research and advertising, the latter offers assistance and advice to people already using a brand’s product or service. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultane
Ecrion
DECEMBER 3, 2020
What Is Customer Behavior Analysis? | What Are the Benefits? | How to Conduct the Analysis. Do you ever feel like you’re guessing what your customers want? Does your marketing team throw ideas out , hoping something strikes a chord with your customers and improves sales? Do you wish there was a formula that could tell you just what it is your customers want?
Team Support
DECEMBER 2, 2020
In Part 1 of this series, we talked about why it’s important to make decisions that can positively impact your customer support department swiftly, and what the consequences are if you don’t. Even a big decision like changing your B2B customer support system can move quickly if you know where to start and how to evaluate the right solution providers.
BirdEye
DECEMBER 4, 2020
In the last decade and a half, we’ve seen a dramatic shift in consumer habits. It all started with the release of the iPhone in 2007. Now, every customer has a computer in their pocket and access to the opinions of the entire world at their fingertips. Why does this matter for businesses? This shift means that we’re living in the experience economy, where customers are more connected than ever before.
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
DECEMBER 3, 2020
As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend. In case the name doesn’t ring a bell, Tony is the recently-retired CEO of Zappos. In that role, he shepherded an online shoe seller with annual sales around $1 million (Zappos started as ShoeSite.com) into […]. The post CX Loses a Visionary appeared first on Heart of the Customer.
Talkdesk
NOVEMBER 30, 2020
When I was 15 years old, I picked up a paper route for my surrounding neighborhood. I was responsible for delivering to over 100 houses. In the very early morning hours, I would collect the newspaper stacks and individually assemble and wrap the day’s circulation into 100 packages that barely fit onto my bicycle’s handlebars. It wasn’t easy for me to complete the deliveries before heading off to school.
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
Beyond Philosophy
DECEMBER 4, 2020
Everyone is saying that the pandemic will be the death of retail. I don’t see it this way, but I think the pandemic will accelerate change and reshape the way customers do retail, both physically and digitally. Organizations that recognize and anticipate this shift will benefit most from the pandemic-inspired modifications in customer behavior.
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CSM Magazine
DECEMBER 2, 2020
As we say farewell to 2020 there are plenty of positives to take from this year of change and challenges. Magnus Geverts at Calabrio sums up the lessons learned and reveals his top 3 predictions for 2021. . The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centres, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transfor
Customer Enthusiast
DECEMBER 4, 2020
Last week, I placed an order for a case of wine that shipped via FedEx Home Delivery® on Nov. 25th. On Nov. 28th I received a text from FedEx informing me that my delivery was scheduled for the following day, Nov. 29th. The text stated that ID and signature would be required. Though I had […]. The post Tampering masks true performance appeared first on Steven Curtin.
ShepHyken
NOVEMBER 30, 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. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. (CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.
SurveyGizmo
DECEMBER 1, 2020
How 210 Analytics keeps the Food Industry in front of shopping trends . The U.S. food retail industry is a $6.22 trillion market, with grocery stores totaling almost $682 billion in annual sales. Yet the margins are very small, with the average grocery store making about a penny on the dollar. Consequently, insights into buying trends and buyer intention is highly prized.
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