Uplight
APRIL 6, 2020
As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged. Customers who generally spend only a few minutes a year thinking about their energy bill are starting to look Read More. The post Principles of Utility Customer Communication During COVID-19 appeared first on Uplight.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
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eglobalis
APRIL 8, 2020
The number of companies willing to help us humans during the COVID-19 crisis is truly amazing. Medtronic is an amazing exception by going the extra mile, in their customer experience. The post Medtronic Puts Humans FIRST in Heroic COVID-19 Response appeared first on Eglobalis.
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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.
Experience Investigators by 360Connext
APRIL 7, 2020
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic. “Their people just get it!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ReviewTrackers
APRIL 8, 2020
Social Media Marketing for Restaurants. More consumers than ever are discovering great restaurants through social media. It therefore makes sense that a growing number of restaurants are integrating social media into their restaurant marketing strategy. According to Cornell University , approximately 75 percent of independent restaurateurs use social media to attract diners, and as much as 59 percent of chain restaurants and franchise brands do the same.
ijgolding
APRIL 9, 2020
For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.
Totango
APRIL 8, 2020
You can’t stop thinking about the future—that’s where the real value lies. The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. The prevalence of short-term subscription solutions with little initial customer investment make it easy for customers to leave arrangements that don’t meet their highly personalized expectations.
Michel Falcon Experience
APRIL 7, 2020
I want every business professional to learn the difference between customer service vs. customer experience. By knowing this, it will help your business (regardless of industry). When setting out to open multiple restaurants and bars in downtown Toronto, one of the first things I needed to clarify to my business partners (and eventually our management and employees) was the difference between customer experience and customer service.
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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.
Heart of the Customer
APRIL 9, 2020
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.
PK
APRIL 10, 2020
Connection is everything in moments of crisis. The question on everyone’s mind is, how can retailers navigate the new normal, where the ability to connect is more reliant on digital technology than ever? The first task is to look to consumers and ask, how can we address their most pressing needs? In considering how to help retailers respond to the current crisis, four major themes in consumer sentiment emerge: Consumers are feeling uncertain, stressed, and anxious.
Hello Customer
APRIL 9, 2020
How can companies make the human connection part of their customer experience? Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. As people crave human contact more than ever, it’s important that companies maintain a human touch in the way they do business. This doesn’t just apply to e-commerce.
Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
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
APRIL 8, 2020
I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.
SurveySparrow
APRIL 5, 2020
You probably hear the words ‘feedback management’ umpteen times per day. Everyone keeps buzzing these words and though it might have become more than familiar by now, you would have definitely understood one thing and that is; Feedback Management is not something to be snubbed by your enterprise. If the idea is to survive the cut-throat competition and flourish in the intensely populated business world, then enterprise feedback management should be one of your main priorities.
Hello Customer
APRIL 10, 2020
Every day we see businesses adapting to new circumstances in creative ways. Many organisations are constantly innovating so they can remain at the disposal of their customers. Some companies are forging new alliances, others open up their business to do good for society. In our weekly digest, we'll highlight some of these inspiring stories. This week: Mini, DPG Media, Zappos and Decathlon!
Eptica
APRIL 8, 2020
Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey.
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.
One Millimeter Mindset
APRIL 7, 2020
Capture your team’s pandemic stories. Record these together, review them together, celebrate them together. Today, tomorrow and future-forward. Because the large, and often small, and always human actions we take towards each other and our clients are our testimonials. Our collective legacy to the one common denominator we all share, moving forward.
Talkdesk
APRIL 7, 2020
Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This year we are transforming Opentalk® into a virtual event — all online and at no cost to you — on May 6. Save the date! Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders.
ChurnZero
APRIL 8, 2020
How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own custome
ProProfs Chat
APRIL 10, 2020
The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you – Derek Sivers, Founder CD Baby. Marketers can tell how true these words are. They know customer happiness is everything for any business. But, one thing that is even more valuable is “ Customer Satisfaction ”.
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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.
Interactions
APRIL 9, 2020
Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships.
Hero Digital
APRIL 8, 2020
COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life. In March my car lease was up. I was curious: What would leasing a car be like during a time when everyone (myself included) is sheltering in place?
Advantage Communications
APRIL 6, 2020
Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage.
Beyond Philosophy
APRIL 4, 2020
Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings. Not so fast. New research reveals that Loss Aversion is not the reason for the grocery bag surcharge’s success.
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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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