Forrester's Customer Insights
MAY 1, 2020
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Since early March, consumer energy has been diminishing; […].
Steve DiGioia
APRIL 27, 2020
…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.
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ClearAction
APRIL 29, 2020
VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders.
GetFeedback
APRIL 28, 2020
Zen Internet became a top-tier ISP by providing top-class customer service. Read on to see how the company set up a feedback loop to continually improve its CX.
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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 28, 2020
Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
InMoment XI
APRIL 29, 2020
Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story about a fictitious restaurant, whose name in the story turned out to be an actual diner in Massachusetts. To maintain its anonymity, I. View Article.
GetFeedback
APRIL 28, 2020
Christine Rimer, VP of Customer Experience & Advocacy at SurveyMonkey, shares the top 3 skills you need to succeed based on insights from our recent CX peer survey.
Alida
APRIL 28, 2020
Today marks the second product release of 2020 for Vision Critical. It’s been a quarter like no other as teams across our organization have come together in new ways, including our full staff working remotely, to deliver value to our customers through exciting new features and an innovative new product.
Beyond Philosophy
APRIL 30, 2020
We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.
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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.
TechSee
APRIL 28, 2020
The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.
GetFeedback
APRIL 28, 2020
The four key elements you need to implement for a successful cross-functional customer experience program.
ProProfs Chat
APRIL 27, 2020
“When you help others feel important, you help yourself feel important too.” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago. The boy wrote a heartfelt letter to the company saying: Well, the company was thrilled to hear from their fan and wanted to make sure that they replied to his mail in the most unique way possible.
CSM Magazine
MAY 1, 2020
What’s driving your call centre demand? Most callers look to clarify something. Maybe they just received a notice around revised terms for an insurance policy. Questions typically relate to these three things: payments, charges or queries around a specific product or service. For all these categories, clarity of communications is key. And conversely, complex communications drive increased calls, and increased costs.
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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Optimove
APRIL 27, 2020
One of the primary goals of retention marketing is to increase brand loyalty and maximize customer lifetime value (CLTV). This especially gains importance during stressful times like now as the world adapts to COVID-19 and its aftermath. There is a growing expectation that brands need to convey relevant, timely, yet – not creepy communications as customers exposure to additional touchpoints, and marketers’ arsenal of channels grows.
One Millimeter Mindset
APRIL 28, 2020
Consider the professional story you communicate when you either are a spectator or an active virtual participant during meetings. After all, humans are hard-wired to use all of their senses to size up a situation. And vision best allows us to connect to our environments. How do you create virtual employee experiences and client experiences? By now, you have developed your own set of virtual participation habits.
ProProfs Chat
APRIL 28, 2020
From customer service, support to experience, you have a lot to accomplish to keep your customers satisfied. . Well, that’s because 87% of satisfied customers are more likely to upgrade or add services and are less likely to cancel. And, ultimately become brand loyals. So, to make sure your customers are satisfied with your brand, you need to see if you’ve set the right expectations and goals for your customer service team.
Oracle
MAY 1, 2020
Many companies are now navigating how to not only keep operations running smoothly, but also how to maintain employee engagement and a positive workplace culture. After all, research by the Harvard Research Review shows that investing in your team’s well-being does more than retain a talented workforce. Happy employees are also the key factor in acquiring and keeping happy customers.
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
MAY 1, 2020
This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever.
Pink Guava
APRIL 26, 2020
Pandemic has taken everything by storm worldwide. Not only millions have suffered from disease, death, poverty, loneliness but we are on a brink of recession, slow growth with muted demand, and customer sentiments. In the extended lock down with the slow recovery, we all are looking earnestly for everything to be just alright. Yes, it will take time for everything to be normal or maybe this is the new “Normal” of being digital, social distancing, and lock down.
ProProfs Chat
APRIL 30, 2020
Tough times are inevitable in life and in business. But how you compose yourself during those times defines your spirit and will define your future.” – Richard Branson , Founder- Virgin Group. As the world gradually adapts to the current COVID-19 pandemic and more and more people move indoors to practice social distancing, businesses, globally, are faced with a dilemma- to either make necessary changes and survive or completely shut down operations.
Michel Falcon Experience
APRIL 29, 2020
On this episode, David Carins (SVP, CBRE) and I chat about: How to manage our employee’s mental health. Ways to lead our teams during uncertainty. Why you should buy a Masterclass membership for your employees. What are better pancakes, french toast or waffles? Click the links below to listen to the podcast on the platform of your choice. Enjoy!
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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.
ShepHyken
APRIL 29, 2020
I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits.
One Millimeter Mindset
APRIL 30, 2020
Developing virtual client retention strategies always is mission-critical. Especially in moving “yesterday’s” business and client acquisition models forward. Where? Towards what’s next: tomorrow and future-forward. After all, there’s nothing like a global pandemic to catalyze that overdue alignment of Third Industrial Revolution business and hiring models with the dynamic, interconnected software and hardware systems of the Fourth Industrial Revolution.
ProProfs Chat
MAY 1, 2020
Did you know that 56% of people around the globe believe that companies need to take action on feedback provided by their customers? Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program.
Eptica
APRIL 28, 2020
Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can us
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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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