GetFeedback
JANUARY 21, 2019
A successful content marketing strategy relies on good customer feedback. Without knowing what your customers want, it’s impossible to develop valuable content that generates brand loyalty and business leads. The better your content, the bigger impact you’ll have on the bottom line. . In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed.
BlueOcean
JANUARY 22, 2019
Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that.
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Customer Bliss
JANUARY 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. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?
TechSee
JANUARY 24, 2019
Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service.
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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.
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JANUARY 25, 2019
In today’s episode, I explore the basics of establishing a core CX foundation for your organization with Darin Byrne, Vice President of Client Experience and Delivery at Wolters Kluwer , a global provider of professional information, software solutions, and services for clinicians, nurses, accountants, lawyers, tax specialists, and finance, audit, compliance, and regulatory sectors.
Beyond Philosophy
JANUARY 23, 2019
Your customers are people and people’s behavior is complicated, especially as customers. Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience.
GetFeedback
JANUARY 24, 2019
Today’s customers have high expectations for support. They want answers to their questions—and they want them quickly. In order to.
ShepHyken
JANUARY 23, 2019
Not long ago I wrote about Dr. Neil Baum’s Win-Wynn story. A few people went to his website and read his promise to his patients that he appropriately calls “My Personal Promise to You.” The feedback and comments about this promise were excellent, so I thought it was worth sharing with everyone. By the way, at the end of this article, I’ve shared a very important call-to-action for you.
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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.
Oracle
JANUARY 23, 2019
Leading economists say that the world is experiencing a technical revolution at a never-before-seen level of complexity. Artificial intelligence (AI) is at the center of this shift and is changing the way that people work, live, and relate to one another. These trends tend to scare people. “When we attempt to use machines to replace the role of humans in our social lives, the response is immediate and negative,” writes Steve Woods, CTO and co-founder at NudgeAI for The Globe and Mail
Beyond Philosophy
JANUARY 23, 2019
I recently met with my financial advisor and learned my portfolio was riskier than my wife’s. That’s always been the case; I have always been the one taking more risks. Sometimes the risks I take pay off; sometimes they don’t. My good lady wife is more risk-averse than me, it seems. She does not take many risks, save for marrying me in the first place.
Upstream Works
JANUARY 22, 2019
Customer experience journey management and optimization will take precedence in 2019 as organizations continue to focus on driving greater productivity and efficiency and improved customer experience. Solutions that are flexible and easy-to-leverage will enable brands to effectively transform and innovate their workspaces and digital customer experience.
ShepHyken
JANUARY 22, 2019
The Habit of Service Consciousness. Pulling Yourself and Your Company Toward Success. Shep Hyken interviews Mark Samuel. They discuss Mark’s new book, which outlines how to achieve success by breaking down silos, creating a vision of success, and emphasizing behaviors over outcomes. In Shep’s Opening Monologue… He addresses the age-old assertion that “the customer is always right” and argues that “the customer is NOT always right.
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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Survicate
JANUARY 23, 2019
Creating an outstanding client experience is a matter of life and death. Why? Because we live in the age of product abundance, which makes product differentiation a massive challenge. It also allows customers to be picky, and if there is one aspect that no customer will compromise on, it’s the client experience. . Creating a unique customer experience is not an option, it’s a requirement.
Beyond Philosophy
JANUARY 25, 2019
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!
ProProfs Chat
JANUARY 25, 2019
People stop doing business with a brand if they get subjected to poor customer service. Numbers don’t lie. More than 50% of customers stop giving business to brands that did not stand up to their customer service expectations. And due to poor customer service, many organizations across the globe have incurred a loss of $1.6 trillion. These numbers indicate how essential it is for your business to have the right customer service tool like ProProfs Enterprise Chat Software to tackle queries faster
ShepHyken
JANUARY 25, 2019
This week we feature an article by Dr. Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.
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.
UJET
JANUARY 24, 2019
There’s no denying that excellent customer service is crucial for your business.
Beyond Philosophy
JANUARY 25, 2019
The Customer Experience Industry is suffering from a lack of results. Or perhaps it might be more accurate to say, it is suffering from a lack of proof about the results Customer Experience strategy is getting. It is time for all Customer Experience professionals to champion the ROI of their Customer Experience. The problem is many of our champions do not know how. <!
Sampson Lee
JANUARY 21, 2019
Here are my four predictions for Customer Experience in 2019. Prediction #1: The fever of effortless experience will reach new heights Ignited by the rise of Generation Z with its zero-tolerance of wait time and the ‘expectation transfer’ incited by the ‘Amazon Effect’, the fever of effortless experience will reach its peak since the launch […].
Myra Golden
JANUARY 23, 2019
When you have an enraged customer on the phone or in front of you, nothing threads the needle like mirroring the customer’s words. Copying the customer’s angry expressions makes the customer feel heard and understood. When the unreasonable customer feels like you’re listening is when they go from a boil to a simmer. There are only three things you have to remember to do with mirroring.
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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.
Talkdesk
JANUARY 23, 2019
The fitness industry has changed. Historically, consumers had to go to a gym to work out, but in 2012 a new player came on the market to introduce new digital options. Peloton is using technology to reinvent fitness with their mission to bring fitness to anyone, anywhere, at any time. Customer service is the core of Peloton’s success. They work hard to ensure their members are always able to use their Peloton equipment the way they want to.
Beyond Philosophy
JANUARY 19, 2019
Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition.
Pointillist
JANUARY 25, 2019
By Swati Sahai Call centers are an operationally-complex element of your business, but they play a big role in your customers’ experience with your company. So how can you balance the need for operational efficiency with meeting customer expectations? It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view.
ShepHyken
JANUARY 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. Before you automate people’s jobs, here are some things to consider by Kindra Cooper. (LinkedIn) Industry wisdom holds that CX automation squares away the “boring” and “repetitive” parts of an agent’s job, thereby “freeing them to do more high-value work.”.
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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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