Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
ShepHyken
DECEMBER 30, 2020
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.
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Sampson Lee
DECEMBER 29, 2020
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’ choices. CX industry should be renamed Customers always describe a […].
TechSee
DECEMBER 28, 2020
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re
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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.
Kustomer
DECEMBER 29, 2020
I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ChurnZero
DECEMBER 29, 2020
2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. (Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when descri
ProProfs Chat
DECEMBER 28, 2020
“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.
SurveySensum
DECEMBER 28, 2020
Are you starting your customer experience journey? Are you planning to implement a VOC program? . Then you have come to the right place. In the last few years, while working with the growth stage companies we observed a few things: . They have created an awesome product. . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers!
ShepHyken
DECEMBER 28, 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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.
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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.
Strikedeck
DECEMBER 29, 2020
Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.
ProProfs Chat
DECEMBER 27, 2020
What would you prefer – being greeted like an honored guest while entering a store or just another visitor that needs to be convinced to make a purchase? Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers.
Oracle
DECEMBER 29, 2020
With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. We interviewed four experts for this article, and here’s what they had to say about improving CX in the new year and beyond. Do your research. To boost CX, it’s important you spend significant time and energy getting to understand your customer and their needs, says Ryan Pitylak, chief marketing officer and founder of ZenBusiness. “You need to do the research
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
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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ReviewTrackers
DECEMBER 30, 2020
Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers. This allows them to leverage reviews as a powerful form of social proof.
ShepHyken
DECEMBER 29, 2020
Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.
Talkdesk
DECEMBER 30, 2020
What I learned while leading a CX company during a global pandemic and what will happen next. As we transition to a new year, it’s time to reflect and be grateful for everything Talkdesk achieved in 2020: launching 20 products in the first 20 weeks of 2020, announcing the successful closing of our Series C funding of $143 million, and being recognized again as a Leader by Gartner.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
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.
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.
CSM Practice
DECEMBER 29, 2020
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. .
Optimove
DECEMBER 28, 2020
Using realtime marketing campaigns can significantly improve conversion rates for any brand out there. However, marketers must implement the right strategy for the right segment of customers for their marketing plan to succeed. Today, we’ll share with you a couple of realtime campaign examples that you could include in your registered only marketing plan to increase overall conversion rates.
Kustomer
DECEMBER 30, 2020
The pandemic essentially caused a meteor storm of change, crisis, chaos, and challenges that created unprecedented customer service issues. Consumers sought out new, more convenient ways to connect with brands. Brands were forced to keep up to maintain trust, earn a reputation for excellence, and serve customers in the ways they now expect. At Kustomer, we strive to help brands effortlessly keep up with quickly shifting trends, and work to deliver products and features that have helped them orch
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
One Millimeter Mindset
DECEMBER 31, 2020
What. A. Year. Something no one can deny, regardless of where you sit around the business table. 2020 threw one tactical and strategic challenge at us after another. And while we still are processing what we learned during 2020, the year keeps up its relentless onslaught. Because we will drag the stuff left unresolved from 2020 into the New Year. I offer these 6 lessons I learned from 2020.
SurveySparrow
DECEMBER 27, 2020
The Human Resources (HR) department has undergone a lot of changes over the past few years. Starting from having to embrace a variety of new technologies and processes to following compliance laws, business conditions have been unpredictable in the year 2020. The Coronavirus pandemic hasn’t been great either for the HR departments around the world as they have had to traverse through a myriad of restrictions and respond quickly to issues.
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
ClientSuccess
DECEMBER 28, 2020
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion conversations, customer relationship managers (CSMs) are the true multi-faceted superheroes of SaaS.
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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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