VDS
MAY 6, 2020
More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. This article will help you understand what a CX strategy is and how to build one by adapting the philosopher Vanilla Ice’s famous words, “… Stop, Collaborate, and Listen.”.
Heart of the Customer
MAY 4, 2020
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.
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GetFeedback
MAY 3, 2020
The top 9 skill sets you need in your core customer experience team in order to succeed.
Alida
MAY 7, 2020
We’ve heard it said over and over again: these are unprecedented times. Every interaction—from the small-scale to the large-scale—is intrinsically different than it was prior to COVID-19. It is crucial for companies to prioritize people, both customers and employees.
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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.
InMoment XI
MAY 7, 2020
MaritzCX Continues to Focus on New Innovative Ways to Deliver Better CX A new method of Customer Experience data collection is emerging with Natural Voice. Everyone’s heard of Alexa, Siri, Google Home and Cortana, all Voice Recognition Software. But did you know that these same instruments have the ability to both give and collect Customer. View Article.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
MAY 3, 2020
Our 2020 research reveals a new outlook on the CX space and how to thrive in it.
Experience Investigators by 360Connext
MAY 5, 2020
Today’s employee experience is not what people were promised. The employee experience today, with social distancing, distributed teams, and different expectations, is a far cry from what most of our employees have come to expect and rely upon. While some workers are happy with remote work, many had been very pleased to be anchored to the routine of a daily commute and the ability to walk out at the end of the workday.
InMoment XI
MAY 6, 2020
It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback. The Australian Government (CSC) decided to tackle this initiative, in order to reinvent and relaunch their Voice of the Customer program. The Commonwealth Superannuation Corporation.
ShepHyken
MAY 6, 2020
I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap. Another time I wrote about the competitive gap , which is about the gap or distance you put between you and your competition.
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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.
ProProfs Chat
MAY 6, 2020
The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. Why? To find an answer to this question let us shave a look at some of the stats.
Beyond Philosophy
MAY 2, 2020
I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promote customer-driven growth.
Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
TechSee
MAY 5, 2020
Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.
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
MAY 6, 2020
Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.
One Millimeter Mindset
MAY 5, 2020
Do you propose tactical fixes for your clients’ biggest strategic issues? Or, is your own need to close a contract overshadowing the real issues clients struggle with? Because you both need to put food on the table, maintain cash flow and prevent employee and client churn. While this dialectic existed pre-pandemic, well, the current and future business scenario puts this scenario on steroids.
Bold360
MAY 5, 2020
Subscribe via iTunes , Spotify and more. Remote work is hard. You try to stay productive and engaged. You try to keep your team productive and engaged. But it’s not easy, especially if everyone feels comfortable with an office routine. What can start ups or smaller companies teach us about remote work? How can you still be productive but also be flexible?
Michel Falcon Experience
MAY 6, 2020
On today’s podcast, I chat with Steven Weaver Founder, The Candle Lab. Some of the things we discuss include: – How he pivoted his business and is achieving 3x more sales than before. – Why he paid an employee’s drug debt. – How to get employees to tell you the truth about how they’re feeling. Click the links below to listen to the podcast on the platform of your choice.
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.
Eptica
MAY 6, 2020
Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. People already wanted to be able to access their bank accounts 24x7 from home using the web and apps, but with many branches closed or operating reduce
One Millimeter Mindset
MAY 7, 2020
Quite an adventure, isn’t it, sailing through the pandemic storm, together? Each week brings a new requirement on how to combine emotion, engagement, courage, and critical thinking skills. So we get to where we need to go, together. One millimeter at a time. Each week feels different, has its own theme, doesn’t it? As I coach clients and companies through being prepared for “what’s next?
Experience Matters
MAY 8, 2020
One of the key goals of any Experience Management (XM) program needs to be employee engagement. This is not only a critical outcome for Employee Experience (EX) efforts, but it’s also a critical input to delivering great customer experience. Why? Because engaged employees are the trigger of a “virtuous cycle” of good customer experience and strong business results.
ShepHyken
MAY 5, 2020
Crisis Management and the Customer Experience. How to Adapt and Handle a Global Crisis Without Sacrificing Your Customers. Shep Hyken interviews Ronn Torossian, CEO of 5W Public Relations. They discuss strategies for managing PR and global crises while strengthening your relationships with your customers. Top Takeaways: A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values.
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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.
SurveySparrow
MAY 4, 2020
COVID-19 has changed the world in no uncertain terms. Work-from-home was frowned upon by multinationals as it was believed that productivity takes a hit when people weren’t working out of their offices. Thanks to COVID-19 , working from home is the new normal. . Freelancers, independent consultants, small and medium businesses were already opening up to the concept of working out of their homes.
ReviewTrackers
MAY 5, 2020
Restaurant reputation management can mean the difference between a packed house or a slow Friday night with empty tables and no one on the waitlist. Cultivating a positive online reputation helps you stand out among local competitors. Research shows that 35 percent of all search traffic is local , and those consumers are looking at a business’s digital reputation and reviews before they decide to visit.
ClientSuccess
MAY 8, 2020
Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m writing this letter as one of you, and one of them. . I’m one of you because I’m a fellow SaaS CEO. I know firsthand the stress you’re going through right now doing everything you can to successfully navigate this Covid-19 crisis.
Totango
MAY 8, 2020
A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. These insights will fuel your next steps and help you determine where resources are best invested and what improvements need to be made to ensure business continuity.
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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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