Heart of the Customer
OCTOBER 6, 2021
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. I’ve talked with hundreds of […]. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer.
Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.
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Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
InMoment XI
OCTOBER 7, 2021
In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. I like using the SMART acronym for setting motivating goals because it is both comprehensive and better yet, easy to remember. .
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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
OCTOBER 5, 2021
What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
InMoment XI
OCTOBER 5, 2021
You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality.
ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). And that’s not including the business scene, where you can add on subscriptions to Microsoft, Adobe, Salesforce, HubSpot, Docusign, and hundreds more.
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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.
Myra Golden
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
Totango
OCTOBER 7, 2021
Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. Even when you collect customer feedback, it may be gathered through different channels, stored in different data silos, and never coordinated and analyzed in an organized and actionable way.
ShepHyken
OCTOBER 4, 2021
Each week I read many 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. 7 Techniques That Are Key to Customer Retention Today by John Hall. (Inc. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones.
BlueOcean
OCTOBER 8, 2021
As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. Not everyone gets to follow their passion at work, so I consider myself lucky. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target.
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
OCTOBER 7, 2021
With years of experience seeing brands increase their customers’ lifetime value by unifying and optimizing customer experiences, we feel like there’s a pretty straightforward formula to achieving it: first, brands need to consolidate all customer data to one single source of truth, then leverage AI journey-mapping to flawlessly orchestrate campaigns across any engagement channel, all while measuring the impact of each of their activities.
Beyond Philosophy
OCTOBER 2, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If I had a more efficient family and less expensive friends than you have now, would you like to trade? I can guarantee they will save you time and money.
Myra Golden
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). And that’s not including the business scene, where you can add on subscriptions to Microsoft, Adobe, Salesforce, HubSpot, Docusign, and hundreds more.
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.
Lithium
OCTOBER 8, 2021
It’s finally here, and we couldn’t be more excited. The Customer Engagement team is proud to present the first episode of Titans of Customer Engagement: A Customer Experience Podcast , Being Present on Social Media: It's Harder than You Think featuring Kerrie Robert , Social Media Manager of Customer Service at Experian. The Titans podcast features Khoros customers sharing best practices, insight on the evolution of customer and business demands, and what is or is not working when it comes to su
ShepHyken
OCTOBER 8, 2021
Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health.
Kustomer
OCTOBER 6, 2021
There are innumerable studies that highlight the future of CX, and how chatbots are one of the most common ways to improve your customer experience. The word chatbot can be a bit ambiguous, as it applies to many different applications… your Amazon Alexa could be thought of as a bot, or even SMS communication from your favorite retail brand. But one type of chatbot that has proven to help reduce costs and improve your CSAT scores are virtual agents.
Team Support
OCTOBER 7, 2021
This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis. At TeamSupport, we honor our employees who work hard every day to ensure that our customers have a smooth, easy customer service experience. However, getting our organization to run like a well-oiled customer service machine didn’t happen overnight.
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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.
Lithium
OCTOBER 8, 2021
For our 5th episode of Titans of Customer Engagement, Drew Claybrook ( ), Digital Support Community Manager of NetApp, joins the show to discuss his experience with NetApp and how they’re expanding community channels to provide even better customer support. Don't forget to share with your peers , leave us a rating or review, and continue the conversation in the comments section!
ChurnZero
OCTOBER 8, 2021
ChurnZero Earns a 2021 Tech Cares Award From TrustRadius. ChurnZero is being recognized for giving back to their community with a 2021 Tech Cares Award from TrustRadius. TrustRadius has announced that they have recognized ChurnZero with a 2021 Tech Cares Award. This second annual award celebrates companies that have gone above and beyond to provide strong Corporate Social Responsibility (CSR).
Kustomer
OCTOBER 7, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by SVP of Marketing at Ada, Ruth Zive. Ruth teaches us about how automation and AI are greatly effective tools for business and how they drive customer satisfaction. Listen to the full podcast to learn more about building connections between customer and brand.
delighted
OCTOBER 5, 2021
Have you ever experienced amazing customer service that went above and beyond your expectations? You probably felt appreciated and impressed at the same time. Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.
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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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