Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see? If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

eglobalis

JULY 5, 2020

473

473

inmoment

JULY 9, 2020

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic.

Measurement 59

Measurement Metrics B2B Presentation 59

GetFeedback

JULY 6, 2020

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.

Metrics 509

Metrics Customer Experience Customers 509

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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

BlueOcean

JULY 8, 2020

Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We were curious what industry influencers are talking about right now and wanted to share our findings here.

Customer Service 156

Customer Service Contact Center 2020 Definition 156

ShepHyken

JULY 7, 2020

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.

Customer Service 135

Customer Service Culture Presentation Customer Experience 135

GetFeedback

JULY 7, 2020

Simplified CX YouTube series episode on how to prove the ROI of your CX program.

ROI 458

ROI Customer Experience Customers 458

Heart of the Customer

JULY 7, 2020

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Customers 174

Customers Customer Experience 174

ReviewTrackers

JULY 7, 2020

Loyalty 122

Loyalty Customers Customer Experience 122

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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

ShepHyken

JULY 8, 2020

Getting customers to review their experience with you is powerful. Before they make a purchase, go to a restaurant, stay at a hotel and more, many customers do online research, which leads them to reviews that help form their opinion of products or services they want to buy—or even the company they want to buy it from. Nothing new there. How do you get reviews?

Hotels 129

Hotels Customer Service Training Information Customer Focused 129

GetFeedback

JULY 6, 2020

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

Marketing 437

Marketing Management Customer Experience Customers 437

Beyond Philosophy

JULY 4, 2020

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between. However, what you probably didn’t know about face masks is they can help you customize moments of your Customer Experience so that no matter what opinion your customer has, they feel like you understand them.

Government 154

Government Customers Consulting Customer Experience 154

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

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

CSM Practice

JULY 6, 2020

Providing value to customers is tough in any industry. Companies, in whatever business they may be, must constantly aim to be better at understanding what their customers want and need to achieve customers’ value. They must keep engaging and communicating with their customers to satiate the promises they fostered to them. . For companies, targeting the customers is just the beginning which means effort should not stop there.

2018 105

2018 Customer Success Customers Communication 105

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). Published on: July 08, 2020. Author: Pauline Ashenden - Demand Generation Manager Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to their customer service questions, whenever a consumer makes contact and whatever channel they choose.

Customer Experience 111

Customer Experience 2020 Banking Consumers 111

Oracle

JULY 7, 2020

One of the largest internet providers saw a 60% increase in internet usage in some areas of the US in the month of March. With so many more people at home working, studying, and finding entertainment across devices, the way consumers are behaving and interacting with brands is changing. Here are 3 key areas where consumer behavior is shifting, and how you can modify your strategy to accommodate. 1.

Consumers 98

Consumers Entertainment Fashion Touchpoint 98

UJET

JULY 7, 2020

The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly. Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

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

Ecrion

JULY 7, 2020

Ecrion, a leader in customer communications management, document automation, and customer journey automation, was named by independent research firm, Aragon, as a “Hot Vendor” in its 2020 Hot Vendors in Workflow and Content Automation (WCA) report. The report recognizes four vendors in the WCA space and includes trends and predictions around adoption and innovation in the market.

2020 102

2020 Document Customer Journey Communication 102

One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. You know. Professionals involved in the post-sale care and feeding of newly-acquired customers. And the pros responsible for designing (and reworking) and implementing and maintaining what new and current clients ordered. Also, the people who directly answer client questions throughout that customer’s life cycle.

Workshop 96

Workshop Sales Leadership Innovation 96

Optimove

JULY 6, 2020

As the pandemic forced students out of school and into the digital world of education – online learning platforms are of more importance than ever. Providing positive student experiences increases student lifetime value and increases the likelihood that a student will recommend your platform to their family, friends, and colleagues. One way to provide great student experiences is to orchestrate all your student campaigns.

Marketing 98

Marketing Multi-Channel Download Communication 98

ReviewTrackers

JULY 8, 2020

The Problem: Your Yelp Reviews Have Disappeared. Yelp is one of today’s most popular and influential review sites. Reviews and ratings on your business page have the power to shape your brand reputation, influence consumer behavior, and even improve your search engine visibility. Sometimes, though, these reviews go missing from your Yelp business page.

Consumers 121

Consumers Engagement Brands Customers 121

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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

ChurnZero

JULY 7, 2020

This is a guest blog post by LiveAgent. . What makes a successful business? Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed.

Customer Success 90

Customer Success Sports Customer Satisfaction Customer Retention 90

Wootric

JULY 5, 2020

We are all competing in the End User Era now. Investor Blake Bartlett coined the term “End User Era” to capture an important shift that is happening on an organizational level across industries: “Today, software just shows up in the workplace unannounced. End users are finding products on their own and telling their bosses which ones to buy.

Metrics 85

Metrics Net Promoter Score NPS Effort Score 85

Ecrion

JULY 8, 2020

Your company’s relationship with its audience is one of the most important metrics to focus on. In fact, studies have shown that people are far more likely to interact with a brand that they trust than one they don’t. Interacting with your audience isn’t always optimized, though, which may result in you not getting as much out of your customer relationships as you could.

Customer Engagement 89

Customer Engagement Engagement ROI Fashion 89

SurveySensum

JULY 6, 2020

An exhausting day at work made Ziva crave for a pizza from her favorite pizzeria. Unexpectedly, the pizza was delivered to her an hour late and it was cold and soggy. Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase.

Net Promoter Score 83

Net Promoter Score NPS Social Media Brands 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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