Cyara

JANUARY 11, 2021

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review.

Contact Center 67

Contact Center Insights Customer Retention Customer Service 67

Strikedeck

JANUARY 14, 2021

Mel Bilge shares her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position. The post Moving into CS Leadership Through Growth first appeared on Strikedeck | Customer Success Platform.

Leadership 59

Leadership Customer Success Customers Customer Engagement 59

Advantage Communications

JANUARY 12, 2021

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.

2021 69

2021 Customer Experience Loyalty Customer Base 69

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266

Books Return on Investment Magazine Culture 266

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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.

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Experience Investigators by 360Connext

JANUARY 12, 2021

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then tu

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

ShepHyken

JANUARY 13, 2021

If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience.

Hotels 158

Hotels Customer Service Training Presentation Information 158

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes.

Consumers 109

Consumers Loyalty 2021 Customer Expectations 109

GetFeedback

JANUARY 14, 2021

20 essential customer loyalty survey questions and surveying best practices.

Loyalty 307

Loyalty Customers 307

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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

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. But monitoring it is sometimes easier said than done.

Customer Experience 145

Customer Experience Customer Satisfaction Metrics Social Media 145

CSM Magazine

JANUARY 15, 2021

Applying analytics to pinpoint customer relevancy. The value of positive customer experience continues to grow. The 2019 Gartner Customer Experience Management Survey found that 86% of respondents say they will compete based on customer experience (CX) two years from now. The challenge for CX leaders is to build a multichannel communication strategy to reach customers either in a way they want or via channels they prefer.

Omnichannel 103

Omnichannel Competitive Advantage 2019 Consumers 103

TechSee

JANUARY 11, 2021

Visual Assistance is an emerging technology that allows automotive original equipment manufacturers (OEMs) to visually guide and collaborate with owners, dealers and team members. Vehicle-related images and videos can be streamed to the OEM’s Customer Assistance Centers via a smartphone screen for quick comprehension or assistance with a wide range of automotive issues.

Automotive 109

Automotive Brands Competitive Advantage Contact Center 109

Ecrion

JANUARY 14, 2021

1. AI in Banking Customer Care | 2. Lending via Artificial Intelligence | 3. Improved Fraud Detection with AI |. 4. Chatbots for Banking Customer Service | 5. Anti-Money Laundering Technology. Artificial intelligence is a powerful type of software that has a large number of uses in nearly every industry. This is especially true regarding the banking sector, as it comes with plenty of utility that can help optimize certain processes.

Banking 96

Banking Financial Customer Care Communication 96

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

JANUARY 11, 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. How to Measure Your Customer Experience Maturity by Sharon Florentine. (CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions mig

2021 104

2021 Article Social Media Customer Service 104

Alida

JANUARY 11, 2021

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.

Insights 130

Insights Customer Insights Engagement Customers 130

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. Otherwise, you reinforce stasis, or reliance on whatever worked yesterday. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Workshop Leadership 91

Ecrion

JANUARY 12, 2021

1. Meets Customer Needs | 2. Easy Access to Documents/Services | 3. Cloud CEM Generates Leads |. 4. Embraces Diverse Solutions | 5. Keeps Your Business Ahead. While 70% of businesses cited their customer retention strategies as average at best, nearly everyone agrees that it is a priority. This makes sense when you consider that a mere 5% increase in consumer retention can lead to a full 25% increase in profits.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

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

Team Support

JANUARY 12, 2021

ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 86

B2B 2004 2021 Download 86

Zonka Feedback

JANUARY 14, 2021

Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business. They not only give you business but also help in increasing it by their good word of mouth.

Loyalty 85

Loyalty Customers Marketing Customer Experience 85

One Millimeter Mindset

JANUARY 12, 2021

Being professionally understandable is a huge part of how you show up to work each day. When people do not understand what you are saying, they cannot figure out what you want. Or what you really need. Or even what you both can accomplish working with each other and for each other on behalf of better serving clients. In speaking to, coaching and facilitating cross-functional teams, I’ve identified three always-on miscommunication scenarios.

Innovation 84

Innovation Culture Leadership Presentation 84

ShepHyken

JANUARY 12, 2021

The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity. One is the great leaders of CX, who are inspirational catalysts for creating customer-centric culture.

Customer Centricity 85

Customer Centricity Return on Investment Employee Experience Leadership 85

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TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward.

Wireless 109

Wireless 2021 2015 Technology 109

The DiJulius Group

JANUARY 13, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC). The vast majority of businesses suffer from inconsistencies in.

Customer Experience 79

Customer Experience Article Customers Customer Service 79

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.

Customer Centricity 77

Customer Centricity Article 2020 Hospitality 77

CX Workout - Ideas Blog

JANUARY 12, 2021

Customer Experience Collaboration and Case Management – Made Simple. Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an unscripted turn.

Customer Experience 73

Customer Experience Management Government Document 73

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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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