Team Support
APRIL 20, 2021
What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy. We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning.
GetFeedback
APRIL 22, 2021
A detailed explanation of the different between customer experience and user experience.
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Bold360
APRIL 20, 2021
Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn? That data is gold. Miri Duenias, Customer Relationship Manager at Bold360, offers insights from the frontlines.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Beyond Philosophy
APRIL 23, 2021
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 21, 2021
Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.
Daniel Group
APRIL 23, 2021
Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip.
Alida
APRIL 23, 2021
How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience.
The DiJulius Group
APRIL 21, 2021
The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others. Is it Possible to Make Price Irrelevant? When I say you. Read Full Article.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ShepHyken
APRIL 23, 2021
This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .
Comm100
APRIL 22, 2021
By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.
Alida
APRIL 20, 2021
New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?
Hero Digital
APRIL 20, 2021
Hero Digital, a leading digital customer experience (CX) company, and FullContact, the industry leader in consumer Identity Resolution as a service, today announced their partnership to provide clients with new capabilities to recognize and enrich anonymous website and mobile app visitors. Leading brands have embraced the end of the 3rd party cookie and the necessity to align to a more modern and responsible approach to identification and personalization.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
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ShepHyken
APRIL 20, 2021
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers. Top Takeaways: 56% of consumers go to a company’s website before they call customer service.
SurveySparrow
APRIL 18, 2021
Imagine this. . Anytime you visit your favorite cafè, you choose to have the same coffee order. The barista soon realizes that you are a regular customer and notes down your usual purchase. So the next time you visit them, they have your order ready to go. Wouldn’t you agree that this small gesture would make your customer experience more enjoyable?
Education Services Group
APRIL 21, 2021
Stop! If you’re wondering what the ESG Customer Success Maturity Model is and why we built it, go back and read the first installment of this three-part series. If you’ve already devoured that and are ready for more, read on! Here in part two, I’ll talk about the second phase of Customer Success maturity – Operationalize. This phase of growth is all about erecting a structure on top of your CS foundation.
Beyond Philosophy
APRIL 21, 2021
How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.
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.
Russel Lolacher
APRIL 20, 2021
Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by.
Steve DiGioia
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.
One Millimeter Mindset
APRIL 20, 2021
Do you really understand how your company generates revenue? Really? Most of you reading this post will toss off the response: “Well, duh, Babette, we sell stuff to other people.” Which is an accurate enough response, depending on where you sit around your organization’s business table. Consider that your perspective is too tactical? Generating revenue is part of everyone’s job function, whether stated or not.
Beyond Philosophy
APRIL 17, 2021
New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interaction
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Heart of the Customer
APRIL 17, 2021
Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation. You can watch the complete video […]. The post Interview: Kate Nightingale of Style Psychology appeared first on Heart of the Customer.
Zeisler Consulting
APRIL 20, 2021
LinkedIn, Medium, tons of CX blogs and websites, including the Customer Experience Professionals Association (CXPA), Customer Think , and others, are all great sources of information for those looking to expand their knowledge and understanding of Customer Experience. There are insights into specific tactical issues, organizational concepts and approaches, strategic thought leadership, and much more.
One Millimeter Mindset
APRIL 22, 2021
Have you considered that you created even more professional silos virtually, over the past year? Before you re-enter a physical, hybrid, or continued virtual work environment, consider the virtual habits you consciously or unconsciously developed. Because these habits, created in partial or total isolation, impact how you show up for work, moving forward.
ReviewTrackers
APRIL 21, 2021
List of Banking Review Sites to Track. Online reviews are one of the most accurate indicators of customer experience for banks, insurance providers, and financial services organizations. Not only do reviews have the potential to either attract or drive away customers. They are also a major reputation factor and a key source of information for consumers.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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