CloudCherry
OCTOBER 23, 2019
Let’s Chat. About Chat, that is. On this week’s ‘ Sweets of CX ’ Podcast, CloudCherry’s James Gilbert got to sit down with a true millennial expert on how Chat is revolutionizing Customer Service. Kaye Chapman is the Learning & Development Manager at Comm100 , an internationally-experience writer and trainer, a Contact Centers Specialist, and this week’s honored guest.
CX Accelerator
OCTOBER 21, 2019
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
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GetFeedback
OCTOBER 21, 2019
A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge.
Customer Bliss
OCTOBER 24, 2019
Last year, Walmart added a chief customer officer role to better align its digital and brick-and-mortar business, especially as competition from Amazon continues to increase. Their goal is to keep the customer at the center of its operations. Mastercard, Neiman Marcus, and many others have added this high-level position to their C-suite as well, increasing their focus on customer growth and relationships.
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Experience Investigators by 360Connext
OCTOBER 22, 2019
What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
GetFeedback
OCTOBER 21, 2019
Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.
InMoment XI
OCTOBER 22, 2019
Employee Engagement Creates Value in the Workplace According to the Business Roundtable, “investing in employees” was the second highest priority among 181 CEO’s of the world’s top organizations. “It’s the only way to be successful over the long term,” said Chase CEO and Business Roundtable Chairman, Jamie Dimon. This consensus among business leaders is further.
BlueOcean
OCTOBER 23, 2019
Cost Factors in Major Urban Centers . In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities and countries are more expensive than others.
CX Accelerator
OCTOBER 21, 2019
There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling. It takes blood, sweat, tears, and heck of a lot of time and dedication to drive meaningful CX improvements and to energize a team to keep the progress going. It’s one of the many reasons why CX Accelerator exists.
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GetFeedback
OCTOBER 21, 2019
Learn what is a successful customer experience management strategy and how to optimize CX across your company to boost customer loyalty over time.
Michel Falcon Experience
OCTOBER 21, 2019
Sometime today or tomorrow you’re going to receive bad customer service from a company that you do business with. It could be a dry cleaner, auto mechanic, dentist, or any company. Immediately you will feel the effects of bad customer service. I’m not being cynical, it’s just the fact of the matter. After centuries of doing business, why is something as important as delivering great customer service to grow through referrals and repeat customers seem to get a short end of operating budgets?
Beyond Philosophy
OCTOBER 25, 2019
The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry. I wondered what the secret was to their success. After all, let’s face it, having a business predicated on the idea that people would let strangers stay in their home sounds like a doomed venture.
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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.
ShepHyken
OCTOBER 23, 2019
Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing. The TV went on, but there was no cable or Internet signal. There was an outage. Obviously, the cable company didn’t do this on purpose.
Customer Bliss
OCTOBER 23, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. The following is a lightly edited transcript of the video below. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer.
TechSee
OCTOBER 22, 2019
Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so. If these problems can be anticipated, they can be prevented with Next Issue Avoidance.
Beyond Philosophy
OCTOBER 25, 2019
Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our global Customer Experience consultancy, we have said for nearly 20 years that customer’s emotions account for over half of the outcome in any Customer Experience.
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!
SurveySparrow
OCTOBER 25, 2019
I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Yes, they sure did!! I am not about to tell you that they were wrong. They couldn’t be more right. It’s a universal truth and everybody in the business stands by it. Then let me ask you, why is it that some companies are more successful than the rest?
Oracle
OCTOBER 23, 2019
This is a preview of the on-demand webinar, AI for Modern Sales Teams. Artificial intelligence (AI) is helping modern sales teams better understand customer needs and sell more effectively. In a webinar co-hosted by Aberdeen and Oracle, Aberdeen VP and Principal Analyst Omer Minkara discusses research that reveals brands with best-in-class sales organizations that are supported by AI tools achieve results such as: 99% year-over-year improvements in revenue from customer referrals. 77% improvemen
ShepHyken
OCTOBER 21, 2019
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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge. (CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience.
Beyond Philosophy
OCTOBER 22, 2019
Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken. Understanding what habits are and how they work is vital to your Customer Experience.
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Influitive
OCTOBER 23, 2019
Great user experience hinges on your ability to understand how consumers think. It’s all well and good if your product feels intuitive to you, but if your customers don’t feel the same way, they won’t continue using your platform. Involving your user base directly into your design processes is necessary to ensure your product’s user. The post The 5 Stages of Customer Centric Design appeared first on Influitive.
Russel Lolacher
OCTOBER 22, 2019
Are you taking the steps needed after a B2C breakup to keep the relationship alive? You’ll hear a lot of organizations talk about “relationship marketing” or building “customer loyalty” and the importance of trying to maintain a connection with their customers. There is certainly a lot of messaging, slogans and words on the value put on this, but how it shows up in action from organizations is what matters.
ShepHyken
OCTOBER 25, 2019
This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. Ensuring your clients have an amazing experience when interacting with your brand is one of the best ways to encourage repeat and referral business.
Michel Falcon Experience
OCTOBER 25, 2019
Okay, we’re good. Cool. So, yeah, I think you know a little bit about me based on the email I sent you, but, yeah, for the past… Let’s say the past year I’ve just been kind of feeling… Feeling a little lost. I’ve had a lot of great opportunities in terms of my career so far and I’ve been able to run my own business. I’ve been able to know what it’s like to be able to travel, make some good, above par money and I’m just kind of feeling a little stuc
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