Blueshift
FEBRUARY 6, 2020
The twenty-teens were all about collecting data — from CRMs to CDPs countless companies invested in the gathering of data and effective organization solutions. The collection and organization of data are incredibly important, but it isn’t the complete answer to the big question of the 21st century – how can we do more with first-party […].
Interactions
FEBRUARY 6, 2020
What is the Peak-End Rule? Barbara Frederickson and Danie Kahneman conducted a research based study in 1993 that proved that the human memory is, in fact, imperfect. They discovered that humans don’t actually recall events in their entirety, but rather the snapshots of the most intense moments become a memory. They discovered this by submerging participants hands in freezing water for 60 seconds.
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Experience Investigators by 360Connext
FEBRUARY 3, 2020
Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.” Feels good, doesn’t it?
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
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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.
CloudCherry
FEBRUARY 6, 2020
Let’s get personal. About the comeback of a more personalized approach in CX, that is. It’s no secret- or at least it shouldn’t be- that this is becoming more and more essential in the space. And, in my maiden voyage as Host on the podcast (first one truly sans training wheels), I was personally (had to) VERY grateful to have on board with me a practices-what-she-preaches expert on the subject.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 6, 2020
How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally. Nonetheless, it does, and done right can yield positive customer-driven growth. We discussed Framing Effects in a recent podcast.
CX Accelerator
FEBRUARY 2, 2020
By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
CloudCherry
FEBRUARY 6, 2020
Collaboration. Communication. Cohesion…. All those lovely (and essential) ‘ions’ are at the heart of this week’s ‘Sweets of CX’ Episode. Thank goodness I was joined by a true expert on Collaborating for Success. After all, he wrote the book. (No really, that’s the title of one of his books.) – Bob Roark is an Executive Solution Strategist for Cherwell , top 12 Finalist in CloudCherry’s 2019-2020 CX Championship, best-selling author and speaker, and our esteemed guest this week.
GetFeedback
FEBRUARY 2, 2020
Loyal customers are the customers who will continue to buy your product with or without sales or discounts and will recommend your business to their friends. The goal for every business is for all of their regular loyal customers to be enough to keep the business going. Customer loyalty is at its most basic definition when customers are likely to continue to do business with you.
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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.
ShepHyken
FEBRUARY 5, 2020
What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it. In his words, “It’s like the last gas station you’ll see for miles as you enter the desert. Maybe you stop and make sure you have a full tank of gas.
Beyond Philosophy
FEBRUARY 3, 2020
Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments. However, what is fascinating is that when we present information, we can take advantage of things that shouldn’t matter when you think about them rationally, but that do matter quite a bit when it comes to customer-driven growth.
ProProfs Chat
FEBRUARY 7, 2020
Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.
GetFeedback
FEBRUARY 2, 2020
5 easy ways you can increase loyalty, boost engagement and optimize your customer experience program.
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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ShepHyken
FEBRUARY 4, 2020
The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization. Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.
SurveySparrow
FEBRUARY 6, 2020
2020 has settled in and with the New Year has come a whole new decade! Now, looking back, SaaS companies have had quite a ride in the decade that passed by. The graph’s been rising up and as per studies conducted, by 2018, around 89% of the world’s business enterprises were already using SaaS solutions. The flexibility, accessibility, cost-effectiveness and the wide range of features offered by cloud-based SaaS enterprises are luring more and more organizations as each year passes by.
The DiJulius Group
FEBRUARY 5, 2020
1. Customer Service Feature Story Do You Have Negative Cues That You Are Not Aware Of? By Jess Pischel There is always an opportunity for improvement. Identifying the negative cues in the office, store, or business location and correcting them to become more positive will enhance the environment that the employees and customers experience. A. Read Full Article.
GetFeedback
FEBRUARY 2, 2020
5 easy ways you can increase loyalty, boost engagement and optimize your customer experience program.
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.
ShepHyken
FEBRUARY 7, 2020
This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.
Customers That Stick
FEBRUARY 7, 2020
What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well. . I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions. That can be tedious. In customer service, it’s less about the responsibilities than the situations.
TechSee
FEBRUARY 3, 2020
Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave.
GetFeedback
FEBRUARY 7, 2020
How to use customer loyalty metrics (NPS, CSAT, CES) to drive the best survey program and boost revenue for your company.
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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.
Totango
FEBRUARY 6, 2020
The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. Now more than ever, SaaS organizations have to work hard to help their customers succeed and keep them satisfied. By paying attention to a few key customer success factors designed to help you thrive in today’s digital conditions, you can shape your entire enterpris
ShepHyken
FEBRUARY 3, 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. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis. (Digital Doughnut) As someone whose job it is to keep a watchful eye on what’s happening in customer loyalty, I’ve compiled this list of essential trends to keep in mind this year.
Michel Falcon Experience
FEBRUARY 5, 2020
On this installment, I sit-down with CEO & Founder of StudioVivian Inc, Cyndi Shi, to discuss: 1️⃣How To Prep Team Members For Productive 1-to-1 Meetings. 2️⃣ How To Interview For Productivity. 3️⃣ How To Encourage Team Members To Provide Honest Feedback. REMEMBER! I have not been prepped on ANY of these questions, so my answers are honest and genuine!
Hello Customer
FEBRUARY 6, 2020
Photo source: Securitas. Securitas is the global market leader in security and is active in sectors such as continuous surveillance, consulting, safety and training. They employ 320,000 people worldwide , to secure customers from the smallest shops to the largest airports. In a fiercely competitive space like security customers demand the best, especially when their safety is involved.
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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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