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.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Beyond Philosophy
MAY 7, 2020
Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.
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.
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.
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.
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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
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.
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.
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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.
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.
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?
The DiJulius Group
MAY 6, 2020
1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. According to Google: “Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the.
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?
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!
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.
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.
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.
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
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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.
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.
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.
Talkdesk
MAY 6, 2020
With the recent announcement of Talkdesk CX Cloud™, Talkdesk tackles one of the most painful and frustrating issues that customer-focused companies face: trying to deliver great customer experiences in the contact center while improving operational efficiency and reducing costs. The Need for Business Agility Consumers have more choice than ever before, and they are increasingly choosing vendor relationships based on quality of customer experience. “Today, 89% of companies compete primarily
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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.
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