Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much

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Customer Journey Mapping Customer Journey Innovation Touchpoint 250

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.

Customer Service 126

Customer Service Hotels Presentation Travel 126

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Culture 2025 Webinar 69

GetFeedback

MARCH 5, 2020

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

Customer Experience 368

Customer Experience Customers Article 368

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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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Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

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Customer Service Consulting Customers Poor Customer Service 188

TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

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Call Center Contact Center Average Handle Time Customer Satisfaction 145

GetFeedback

MARCH 5, 2020

Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space.

Customer Experience 259

Customer Experience Management Customers Article 259

Beyond Philosophy

FEBRUARY 29, 2020

Research in Harvard Business Review last year suggested that some companies with poor customer service are terrible on purpose to wear out disgruntled customers so they don’t have to fix customer problems. Moreover, the HBR authors suggest that this method makes these organizations more profitable. This episode of The Intuitive Customer explores this idea in more detail.

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Poor Customer Service Consulting Customers Customer Experience 152

ProProfs Chat

MARCH 6, 2020

Bill Gates, the wealthiest business tycoon, said, “ Your most unhappy customers are your biggest source of learning ”. Bill might be running one of the biggest companies that the world has ever seen; however, he too has to deal with unsatisfied and complaining customers. . According to a study conducted by Walker , customer experience will become the key brand differentiator in the coming years.

Customer Satisfaction 101

Customer Satisfaction Measurement Customer Centricity Social Media 101

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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

Customers That Stick

MARCH 5, 2020

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service. About The Effortless Experience. FROM THE PUBLISHER: The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it.

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Books Retail Loyalty Customer Service 88

GetFeedback

MARCH 5, 2020

Interview with Brett Frazer, head of customer service at Sun Basket, about his career in the customer experience space.

Customer Service 195

Customer Service Customer Experience Customers Article 195

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.

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Voice of Customer Feedback Customer Success Metrics 93

ShepHyken

MARCH 3, 2020

The Radical Relevance of Customer Experience. Crafting Your Message to Deliver a Consistent Internal and External Experience. Shep Hyken interviews Bill Cates. They discuss his new book, Radical Relevance: Sharpen Your Marketing Message – Cut Through the Noise – Win More Ideal Clients , and how companies can create the message that best defines their customer experience.

Culture 99

Culture Books Presentation Interaction 99

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

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? Types of interactions that immediately trigger a negative emotional reaction? When I ask these questions in our customer service trainings , the answer is always YES. However, we often tend to thing of these triggers as individual. But this is only one type of trigger. Each person has their own triggers that set them off, and one of the most important things we can do in customer experience is learn about our customers, what their preferences are, what drives t

Customer Service 88

Customer Service Retail 2012 Customer Service Training 88

GetFeedback

MARCH 1, 2020

In this article, we will explore how AI can improve the customer experience, increase the revenue for your retail company, and why your business needs an app.

Retail 221

Retail Article Customers Customer Experience 221

Michel Falcon Experience

MARCH 5, 2020

EPISODE #4 OF BREAKING IT DOWN FT. HEALTH CARE ENTREPRENEUR RAJ SUPPIAH IS LIVE! Here’s what we get into on this week’s podcast: 1️⃣ How To Communicate Without Micro-Managing. 2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST!

Culture 78

Culture Management Books Communication 78

Oracle

MARCH 6, 2020

The chatbot age is here. According to Gartner , the average person will have more conversations with bots than their spouse by 2020. What’s more, Gartner also found that the top three emerging technologies expected to have the biggest impact on CX projects in the next three years include artificial intelligence (53%), virtual customer assistants and chatbots (39%), and omnichannel engagement solutions (37%).

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Customer Experience 2017 Omnichannel Customer Experience Professionals 92

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

Customers That Stick

MARCH 4, 2020

The data is in and customer experience leads to all sorts of favorable outcomes. Companies that deliver superior experiences have been found to have better employee engagement, better retention, better profitability, and even higher stock market valuations than their competitors. If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience.

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Customer Service Retail Books Customers 78

GetFeedback

FEBRUARY 29, 2020

If you want to make a real impact on customer loyalty, it starts with measuring Customer Effort Score (CES). Let’s talk about how to do just that.

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Effort Score Loyalty Measurement Customers 221

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on: Consistency and predictably good service Handling any issues that arise succ

2020 79

2020 Customers Blog Customer Insights 79

Gainsight

MARCH 6, 2020

Last Friday, as the COVID-19 anxiety was just starting to take over the national conversation in the US, a teammate asked me a simple question: “Have you ever been through something like this?”. My glib retort was, “No—actually this is my first worldwide pandemic. I was pretty young during the 1918 Spanish flu!”. But even as those words were coming out of my mouth, one of my most indelible memories was waking up.

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2001 Events 2020 Airlines 126

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Call Experts

MARCH 5, 2020

The number one rule for any business is to keep your customers happy! Every plumber or home services professional knows how important it is to deliver high-quality services. But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

GetFeedback

MARCH 1, 2020

What is hyper-personalization and how to achieve it in your CX program.

Customer Experience 286

Customer Experience Customers Article 286

ShepHyken

MARCH 2, 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. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. (Forbes) CX in its current form is broken.

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2020 Article Customer Service Hospitality 106

The DiJulius Group

MARCH 4, 2020

1. Customer Service Feature Story It Is Time To Recession Proof Your Business I am probably one of the few business owners that actually like a recession, in some cases, prefer it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great. Read Full Article. The post It Is Time To Recession Proof Your Business appeared first on The DiJulius Group.

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Article Customer Service Measurement Customers 85

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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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