Integrity Solutions
NOVEMBER 23, 2020
A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do. Culture isn’t just about one function or department or role.
CX University
NOVEMBER 21, 2020
Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational teams alike, but what does it mean? Customer-facing teams in sales and service-orientated environments embrace the concept.
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Daniel Group
NOVEMBER 24, 2020
What should you do next for a powerful customer feedback program? Today, businesses are talking more about “customer experience.” Things may have progressed further at your company, and management has approved starting a formal customer feedback program. A variety of other activities are underway to launch this customer experience improvement effort.
eglobalis
NOVEMBER 22, 2020
Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.
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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
NOVEMBER 27, 2020
This week we feature an article from Chelsea Lamb , co-founder and head tech writer at Business Pop. She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. Unfortunately, for many businesses, this is true. We live in such an instant gratification world that customers will often simply seek the next best thing if they don’t get the desired outcome to start.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
NOVEMBER 26, 2020
In 2019, I never imagined I’d be creating a 2020 Thanksgiving Gratitude blog post during a global pandemic. However, this is a very different year for all of us. And so is this blog post. Because the reality of 2020 is that all of us are wrestling with two sentiments: what we are grateful for in addition to a profound sense of loss. Especially as I continue to offer my condolences to friends, colleagues and clients who lost loved ones during 2020.
Calabrio
NOVEMBER 25, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.
ShepHyken
NOVEMBER 25, 2020
As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.
Totango
NOVEMBER 25, 2020
Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.
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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.
Eptica
NOVEMBER 24, 2020
Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this?
TechSee
NOVEMBER 26, 2020
Now more than ever, many businesses are searching for effective ways to improve field service. Augmented reality (AR) has many applications in field service management; below we present four practical applications that align with the four main operating models outlined by Gartner. Augmented Reality and Field Services. Augmented reality (AR) has come a long way from its science-fiction origins.
Talkdesk
NOVEMBER 25, 2020
This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. To meet the demand, businesses will need to scale their technology and their people. But how can they do it? Here are three tips on how to scale your contact center for the seasonal rush. 1. Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows v
CSM Magazine
NOVEMBER 27, 2020
The Institute of Directors (IoD) surveyed 958 British businesses and found that 74% plan to retain home-working for the foreseeable future. Four out of ten businesses reported that they had found working from home ‘more effective’. The IoD survey echoed the earlier findings of researchers from Cardiff and Southampton universities, who found that 90% of employees would also prefer to continue working from home.
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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Ecrion
NOVEMBER 25, 2020
What Is DX? | Why Is DX So Important? | How to Improve DX. No matter what type of business you operate, your customers’ digital experience is one of the most important metrics to focus on. This is especially true given the impact the COVID-19 pandemic has had on companies across the world. But not every entrepreneur fully understands what digital experience is or why it matters.
ShepHyken
NOVEMBER 24, 2020
Become Your Customer’s Trusted Advisor. Strategies for Building a Transparent, Successful Customer Experience. Shep Hyken interviews Todd Hartley , Founder and CEO of WireBuzz. They discuss strategies for leveraging video into your customer service experience. Top Takeaways: The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor.
Talkdesk
NOVEMBER 24, 2020
The patient experience is undergoing a profound change. Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. The result is a greater demand for alternative ways of receiving care, with 77% of patients preferring home and virtual care over in-person visits to hospitals and clinics.
Kustomer
NOVEMBER 25, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christine Deehring from Bump Boxes to explore the secrets to optimizing customer experience. Founder and CEO of the world’s #1 pregnancy subscription service, Bump Boxes , Christine Deehring, is driving a company with exemplary customer service agents to help ease the pregnancy process of expecting mothers.
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.
Storyminers
NOVEMBER 25, 2020
Mike is the CEO of Storyminers. They help leaders win adoption for their boldest ideas and strategies. They know why people fight change, and how to engage and inspire them. He’s an inspiring CX professional and it has been a real pleasure to discuss as he’s a true storyteller. In this podcast we cover the next topic: Why CX design shouldn’t be about ROI.
Knowmax
NOVEMBER 23, 2020
Personalized Customer Service and the Omnichannel Approach.
Talkdesk
NOVEMBER 23, 2020
Three years ago, I had planned a vacation with my entire family, our first-ever trip to Europe. It was a different time, I know. As a Delta frequent flyer, I’ve flown over 2 million miles. I’m a proud medallion member. The morning of the trip, I got the call that our flight was canceled. What a nightmare! Seven family members stuck and sad after all that planning, scheduling — and spending — for the trip of a lifetime.
Oracle
NOVEMBER 23, 2020
Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. The Thinker Award for Best Innovation in Service and Field Service honors those who dream about bigger and better commerce, service, and field service experiences—then roll up their sleeves and make them happen.
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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.
MyCustomer
NOVEMBER 26, 2020
Engagement How to deliver fairness and understanding in CX.
One Millimeter Mindset
NOVEMBER 24, 2020
Start telling the 2020 stories clients really need to hear: purposeful pandemic stories. These stories are about the stuff clients really need to know when deciding to do more business with you moving forward in 2021. Ah 2020. From this year forward, we all share a common story about how we moved one millimeter beyond what is professionally comfortable.
Feedbackly
NOVEMBER 24, 2020
If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics. Source.
Vanilla Forums
NOVEMBER 24, 2020
Customer experiences are so important to the world of modern branding and marketing that they must be put at the forefront of any growth strategy. Long gone are the days when your job was done the moment you completed a sale. Today, it’s all about building lasting relationships, and in no case is this more true than with B2B companies seeking to maximize their customer lifetime value.
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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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