Experience Investigators by 360Connext
DECEMBER 14, 2021
It’s time to wrap up another year. 2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. And some swearing they’ll never return. Customers were able to pick out their produce again at the grocery store.
InMoment XI
DECEMBER 13, 2021
In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services. About InMoment’s Market Research and Data Analytics Approach.
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Bill Quiseng
DECEMBER 13, 2021
Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. You can read more about Karen at the end of her post.
TechSee
DECEMBER 16, 2021
In the last few years, the customer service industry has been upended by a combination of new pandemic-driven ways of working, the growing trend of digital transformation, and the continuously rising bar for positive customer service experiences. There are many new ideas, initiatives, and technologies flooding the market that aim to help the industry address its myriad challenges.
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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.
ShepHyken
DECEMBER 15, 2021
Last week I covered the concept of skimpflation. In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Uniphore
DECEMBER 13, 2021
Today’s retail customers have higher expectations than ever—particularly when it comes to digital customer experience. Shaped by the global pandemic, which forced billions to adopt new shopping behaviors, customers are notably less patient, more demanding and more proficient online. They also have more options at their fingertips. To remain competitive in this increasingly digital landscape, retailers must create an inviting and intuitive customer experience that works seamlessly from end to end
delighted
DECEMBER 14, 2021
Putting yourself in your customers’ shoes can help you better understand them, their motivations, and their choices. In fact, there’s a pattern to those behaviors that can be mapped – and measured – to improve their experience with your brand. It’s called the customer lifecycle, and knowing what your customer lifecycle looks like is an important step in attracting new customers and retaining the ones you have.
Advantage Communications
DECEMBER 15, 2021
Organizations that want to offer a superior customer experience and first-class customer face a choice, they can either manage it in house or they can outsource their customer service program to a specialized contact center.
One Millimeter Mindset
DECEMBER 15, 2021
Creating your 2022 playbook of what it takes to design, align, and implement solutions clients really want? First, consider that these solutions and outcomes may not be aligned with what your organization’s culture (and strategy) currently support. Then, consider that what clients really want may reside beyond your organization’s core competencies. However, aligning solutions with the reality of what clients really want is an opportunity.
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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
DECEMBER 17, 2021
This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. He writes about how SMBs can make the most of the holiday season by investing in proper protection. When the leftover turkey has been stowed away in the fridge and the football game has wrapped up, consumers will turn their focus to their holiday spending.
Kustomer
DECEMBER 16, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by James Dodkins , who is a retired heavy metal rockstar and CX expert. His experiences touring the world ignited his passion for helping businesses show up for their customers. Tune in to learn more about what it means to have a rockstar experience!
Beyond Philosophy
DECEMBER 16, 2021
Consumers these days are more informed when they come to your retail centers today than they once were. Instead of browsing the aisles, they scroll through pixels. If your digital experience isn’t quite ready for this role in the sales cycle, you should get it there. . I heard an excellent success story about the digital transformation of a formerly analog experience at a recent CX Network Live event.
Totango
DECEMBER 14, 2021
The holidays give you a unique annual opportunity to build goodwill with customers that can last all year and promote long-term loyalty. Because of this, knowing how to build customer loyalty during the holidays greatly strengthens your ability to cultivate stronger relationships with your customers. You can use a number of methods to promote customer loyalty during the holiday season.
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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ShepHyken
DECEMBER 13, 2021
Each week I read many 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. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. (VentureBeat) Excellent customer service is vital to the long-term success of any business.
Kustomer
DECEMBER 15, 2021
We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog , recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss streamlining agent experiences by displaying relevant information, reducing manual email triage efforts and identifying appropriate contact times for customers in different timezones.
Beyond Philosophy
DECEMBER 15, 2021
Imagine that you own a well-known car brand during a global pandemic. No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. No one is really driving them around, either. What do you do? For Nissan’s Hussein Dajani , General Manager, Digital and CX Transformation, this wasn’t hard to imagine since he lived it for the past 18 months.
Playvox
DECEMBER 16, 2021
Is gamification the right choice for your contact center? Are your employees excited to come to work each and every morning? Or are they disengaged, disinterested, and lack motivation or drive? Employee engagement is one of the most challenging aspects to master in the contact center. That’s why many organizations are putting increased emphasis on improving their company culture in order to improve employee morale.
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.
Doing CX Right
DECEMBER 17, 2021
Scott McKain, Hall of Fame Speaker & "Iconic " author, reveals how to create distinction to attract & retain customers and employees too. The post Distinguishing Your Brand In A Hyper-Competitive Marketplace appeared first on Doing CX Right.
Kustomer
DECEMBER 14, 2021
Customer self-service tools are a proactive, cost-effective way to provide on-demand support. When integrated properly, these tools can free up agents for more efficient use of their time, and impart an optimal 24/7 brand experience for the customer. In this digital age, it’s important to distinguish the specifics of such tools. In this blog we’ll take a look at the five tools that are able to optimize CX.
Beyond Philosophy
DECEMBER 11, 2021
Fernando has a problem that he wants our help solving. In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.
The DiJulius Group
DECEMBER 13, 2021
The results are in! The DiJulius Group’s top customer service blogs, podcasts, and videos from 2020 are listed below. I recommend sharing this with your entire team. Our Top Blogs from 2021 Stop Calling it a Labor Shortage—It is a Turnover Crisis How to Train your Employees to Deal with Irrational Customer Rage The Great. Read Full Article. The post The Best Customer & Employee Experience Content of 2021 appeared first on The DiJulius Group.
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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.
ShepHyken
DECEMBER 13, 2021
U.S. Federal Government to Make Customer Experience and Customer Service a Priority. 62% of Americans don’t think the government delivers great customer service. That’s according to customer service and customer experience expert Shep Hyken. In his 2021 Customer service and CX research , he asked more than 1,000 American consumers, “Do you think the government delivers great customer service?
Stella Connect
DECEMBER 15, 2021
Long wait times. Impersonal interactions. Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. This is just one key takeaway from Customer Service Trends for 2022: Preparing for the Future of Customer Service , a comprehensive report based on our customer service study of more than 2,100 consumers in the
Beyond Philosophy
DECEMBER 16, 2021
There is a saying that says, “Imitation is the highest form of flattery,” and it is. However, it is also a losing strategy when you are working at winning over customers from the competition. Finding a way to stand out is the secret to long-term customer strategy success. . Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG).
Myra Golden
DECEMBER 15, 2021
For help de-escalating with customers, check out my De-escalation Academy. Research at Harvard showed us the power of the word “Because.” The experiment had people ask to cut in a line of people waiting to use a copy machine. Researchers had the people use three different, specifically worded requests to cut in line: “Excuse me; I have five pages.
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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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