CloudCherry
FEBRUARY 1, 2018
The modern-day banking customer has evolved over the years. The dawn of the Digital Age has not only made it easier for customers to engage with banking institutions but also given them more choices. Customers are also more aware today. They’re looking for unique and delightful experiences. Experiences that make them want to keep going back to the same company.
Customer Bliss
FEBRUARY 2, 2018
Being empathetic and engaged are core parts of the patient and caregiver experience at Cleveland Clinic. Dr. Adrienne Boissy , a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare organization. We talk about the importance of putting patients first, and what it takes to sustain the philosophy, mindset, and operational priorities to keep this work going.
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Alida
JANUARY 29, 2018
An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Keeping a level head can de-escalate the immediate issue, while also cementing existing loyalty and even transforming a consumer who might be new to your brand into a regular.
ShepHyken
JANUARY 31, 2018
I’ve written about the customer service gap before. The first version referred to the gap between you and your competitors. You want the gap to be wide. It means you are putting yourself further ahead of your competition and picking up market share. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer.
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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.
ProProfs Chat
JANUARY 31, 2018
The quality of customer experience a business provides generally goes a long way towards determining how successful that business is. A major reason as to why companies invest so heavily in things like customer service training programmes, and why they put so much effort into handling feedback, queries, and complaints. With that being said, one aspect of delivering high-quality customer service, that is sometimes undervalued, involves understanding the tone of clients and using this to shape a r
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Guru
JANUARY 30, 2018
At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we have started the initiative of sharing a series of interviews with top-notch CX experts in India to spread this awareness. Our guest for this week is Mr. Viraj Verma, a leading CX enthusiast in India.
ShepHyken
JANUARY 29, 2018
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. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. (LiveChat) The report contains key customer service findings from 2017 and trends for 2018.
TechSee
JANUARY 30, 2018
“Gareth, the dishwasher seems to be clogged. Please fix it.”. “Affirmative sir, will check and repair.”. “Great, I’ll be out on the deck.”. It’s a beautiful day in 2030 and I’m relaxing with my entertainment system. I sit up suddenly. Sniff, Sniff. “Gareth, are you cooking something? I smell something burning.”. “Negative, sir, just flushing the dishwasher hose, sir.”.
ServiceDock
JANUARY 31, 2018
I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the above blackboard covering an entire wall in what would normally be a staff only area. This kind of initiative is commendable and no doubt it has helped the brand build its reputation for being very customer-centric.
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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.
Method:CRM
JANUARY 30, 2018
It’s no secret that organization is key to running a successful business. This is especially true when your company creates quotes or estimates in QuickBooks for prospective customers. After all, you can’t start the work if you don’t know whether the customer has accepted your estimate. Ideally, your customers should be able to quickly and easily accept estimates online.
ShepHyken
JANUARY 30, 2018
How Speaking Your Customer’s Lingo Makes You Irresistible. Shep Hyken Interviews Jeffrey Shaw, the LINGO Guy. What if you could speak your ideal customer’s language? . . ? <span data-mce-type=”bookmark” style=”display: inline-block; width: 0px; overflow: hidden; line-height: 0;” class=”mce_SELRES_start”>?
Oracle
FEBRUARY 2, 2018
With millions of subscribers across the world and a breadth of data at their fingertips, streaming companies have started to make CX innovations and optimizations for end users. The OTT (over-the-top) streaming market, defined by Digiday as delivery of film and TV content via the internet, without requiring users to subscribe to a traditional cable or satellite pay-TV service , is expected to balloon to $70.05 billion by 2021.
UJET
FEBRUARY 1, 2018
A solid customer engagement strategy, when done well, increases reputation, customer satisfaction, and loyalty. After years in search of the perfect formula for building and maintaining successful customer relationships, we've uncovered a winning combination.
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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ijgolding
JANUARY 28, 2018
Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to immediately disagree with.
ShepHyken
FEBRUARY 2, 2018
This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. What comes to mind when you think of a bachelorette party?
CSM Magazine
JANUARY 29, 2018
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team. A company that values its customer’s business may set up a designated customer support team for complaints and feedback, but a customer centric company will put the needs of customers at the forefront of operations and ensure that all members of the team are on the same page.
Team HGS
JANUARY 30, 2018
Advantages of Using Analytics in Customer Experience. By Subramanya C, HGS Chief Technology Officer Analytics goes hand in hand with today’s optimized customer experience strategy. Analytics is a tool that can be used at every step of the customer journey—from assessing and benchmarking customer support to gauging the voice of your customer for actionable business and product decision making.
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.
UJET
JANUARY 30, 2018
In today's competitive marketplace, how can you encourage customers to stay loyal to your brand and products when there are so many choices available? You have to provide an outstanding product, of course, and it must be appropriately priced, but there are a lot of companies that can do that. What will set you apart and build brand loyalty, however, is your customer support.
Amity
JANUARY 30, 2018
Maheen Memon is the Director of Customer Success at Nulogy. Throughout her career in Customer Success, she’s had the opportunity to try a couple of things and has picked up some life-saving best practices along the way. We invited Maheen to the Amity office to present at one of our monthly Customer Success events. Maheen dropped 8 nuggets of wisdom on us and we couldn’t not share them with you.
Beyond Philosophy
JANUARY 31, 2018
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. But, to understand what factors leverage employee behavior, most organizations have historically relied on satisfaction and engagement surveys, typically conducted through HR.
Heart of the Customer
FEBRUARY 1, 2018
A common concern I see among CX pros is a concern over customers who are making “bad” choices. Customers who aren’t making the best use of the company’s products or services. This problem exists across industries, both B2B and B2C. Some examples include: Business customers who underutilize their purchased software; Patients who don’t follow a […].
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Myra Golden
JANUARY 30, 2018
Today I’m going to show you how to use the Feel, Felt, Found method to express empathy to your customers. What’s great about the Feel, Felt, Found Method, is, it gives you the perfect response when you can’t give the customer exactly what they want. It helps you to be more relatable, and to foster a sense of connection with customers. The Feel, Felt, Found method is easy to use.
ENGAGE.cx
FEBRUARY 2, 2018
Understanding ‘Who’s in My Store’ Unique Visits in a physical space is a nascent concept for most marketing organizations. Leaders are recognizing that insights found in this detailed data are what drive conversion and ultimately revenue. Fortunately, the concept of Unique Visits is not new, rather the means to observe it in a physical space has finally come of age.
Oracle
JANUARY 29, 2018
“The consequences of our actions are always so complicated, so diverse, that predicting the future is a very difficult business indeed.” Prof. Albus Dumbledore. There are many emerging trends in the world of Configure-Price-Quote (CPQ software)?several of them well-documented and often part of the natural progression of current technology.
CSM Magazine
JANUARY 31, 2018
The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. Mandy Holford, director of customer service at leading contact center Echo-U, has highlighted the major trends shaping the industry in 2018 in order to help businesses to understand the current challenges and develop strategic plans to enhance customer experience. 1.
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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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