Experience Investigators by 360Connext

OCTOBER 13, 2020

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ShepHyken

OCTOBER 16, 2020

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

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Marketing Customer Experience Article Customers 62

Kustomer

OCTOBER 15, 2020

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Read on to find out how much of a difference quality customer service can make — and how you can start taking action today. Quality Customer Service, by the Numbers. The importance of delivering good customer service becomes all the more significant when it’s quantified.

Customer Service 53

Customer Service Net Promoter Score Customer Care Metrics 53

TechSee

OCTOBER 13, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Contact Center 202

Contact Center 2019 2025 Measurement 202

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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.

2024

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

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Consumers Customers Insurance Customer Voice 167

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

B2B 359

B2B Customer Experience Customers 359

ProProfs Chat

OCTOBER 16, 2020

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.

Fashion 105

Fashion Social Media 2016 2017 105

ShepHyken

OCTOBER 13, 2020

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Books 118

Books Consumers Brands Connections 118

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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

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.). The day was full of so many thought-provoking presentations and aha moments, it’s impossible to pick just one key takeaway.

Net Promoter Score 105

Net Promoter Score Seminar Presentation Customer Success 105

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Retail 357

Retail Customer Service Customers 357

Talkdesk

OCTOBER 14, 2020

The economic downturn caused by the coronavirus is bringing back a part of the 80s no one was feeling nostalgic about: the spike in debt. Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt.

Banking 105

Banking Contact Center Omnichannel Insurance 105

BirdEye

OCTOBER 16, 2020

The following post is from a guest contributor. As member-owned financial institutions, credit unions have long been touted for their competitive interest rates, low fees, and their local branches’ ability to offer high quality and personalized service. Then along came COVID-19. Credit unions, even more so than their larger banking chain counterparts, were faced with a myriad of new challenges.

Technology 98

Technology Marketing Banking Financial 98

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

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

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Communication Document Sales Reference 135

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand.

Customer Service Strategies 94

Customer Service Strategies Customer Service Competitive Advantage 2020 94

One Millimeter Mindset

OCTOBER 13, 2020

Typical customer discovery involves speaking with current and potential customers. Often to determine whether their stated and unstated needs marry up with your current products, services and capabilities. And then decide whether opportunities exist for new product development and innovation. However, often the customer discovery process falls short of delivering on client needs and expectations.

Automotive 93

Automotive Workshop Healthcare Innovation 93

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership. Why customer experience is crucial for your dealership.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

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

ProProfs Chat

OCTOBER 16, 2020

We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.

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Sales Connections Definition Engagement 98

Ecrion

OCTOBER 13, 2020

1. Translation Services | 2. IT Maintenance | 3. Lower-Level Sales | 4. Front Desk Reception |. 5. Entry-Level Customer Service | 6. Telemarketing | 7. Task-Heavy Roles | The Silver Lining. There are plenty of fears surrounding the development of automation technology, and not all of them are unwarranted. While some individuals predict that there will be outlandish consequences of implementing automation, others are simply afraid to have their jobs replaced by a machine.

2020 98

2020 Sales Technology Customer Service 98

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

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Sales Customer Success Customers Customer Relationships 98

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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.

2024

ProProfs Chat

OCTOBER 13, 2020

When almost 60% of customers believe that waiting on hold for a minute is too long, then imagine how a customer-obsessed CEO, Jeff Bezos, must have felt after waiting for more than four minutes to get on line with its own customer service team? Honestly, your customer won’t wait so long and they don’t just expect a response, they expect first contact resolution.

Banking 98

Banking Metrics Connections Customer Service 98

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Customer Service 96

Customer Service Blog Interaction Customers 96

ShepHyken

OCTOBER 12, 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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

Article 87

Article 2020 Customer Service Loyalty 87

Talkdesk

OCTOBER 12, 2020

During this pandemic, clients are struggling to reach their banks when they need them the most, driving an almost 75% increase in call center volume. Financial institutions’ contact centers are inundated with heavy call volumes resulting in long hold times and time-to-callback. So how can these institutions avoid leaving customers on hold? Many banks responded to urgent needs at the peak of the pandemic and are now in recovery mode.

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Banking Contact Center Call Center Financial 83

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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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