GetFeedback
DECEMBER 16, 2019
Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.
Experience Investigators by 360Connext
DECEMBER 17, 2019
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!
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Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.
Customer Bliss
DECEMBER 16, 2019
Can I be blunt? I mean, we’re friends, right? For longer than you can imagine, I’ve been on the front lines of corporate efforts to be more responsive to customers, which also implies to be more successful in the marketplace. Here’s the lesson I’ve learned: No amount of tactical improvements will elevate your company above all others. The only thing that will do this is to have a vision of how your company will be viewed 20 years or more from now.
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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.
BlueOcean
DECEMBER 16, 2019
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in co
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 17, 2019
The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.
ShepHyken
DECEMBER 18, 2019
Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.
Beyond Philosophy
DECEMBER 20, 2019
What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.
Alida
DECEMBER 19, 2019
The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market. I love working alongside our customers to drive solid outcomes, and I already feel a powerful connection with our employees, partners, and clients as we continue our transition to a leader in the customer experience management (CXM) field.
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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.
ReviewTrackers
DECEMBER 16, 2019
Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?
ShepHyken
DECEMBER 17, 2019
The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service.
SurveySparrow
DECEMBER 15, 2019
With thousands of articles written on good customer service, anyone would assume that modern-day customers ask for the moon. It is so not true. Your customers, no matter what their account size is, will be more than happy if the product/service they purchased from you is in line with their expectations. If you look at it objectively, that is all the average customer cares about.
ProProfs Chat
DECEMBER 18, 2019
About 52% of consumers are willing to spend more money on quick and effective customer experience. If you are a smart and proactive business owner, you will identify with this data and tweak your strategy to improve customer experience accordingly. The Need of The Hour. Is your current customer service approach more convenient for you or your customers?
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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CSM Magazine
DECEMBER 17, 2019
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. 1. Voice will become more important, not less. The death of voice as a contact channel for banking customers has been over-hyped. The expectation that customers would switch to mobile apps and online banking instead hasn’t happened. One reason is that we can all talk faster than we can type – and it’s a far more natural way for people to engage for more complicated inte
Customers That Stick
DECEMBER 17, 2019
I consider myself truly privileged to be able to work with so many organizations and to speak to so many audiences, to share my ideas and thoughts about customer experience and customer service with people around the world. Over the years, I’ve had the honor of being recognized by a number of organizations as a customer experience thought leader, and in 2019, I was simply floored by the level of support.
ShepHyken
DECEMBER 16, 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. 7 ways to Use Social Listening for Customer Service by Steven MacDonald. (SuperOffice) Your customers are contacting you in a channel that they prefer – and they expect you to respond.
ProProfs Chat
DECEMBER 20, 2019
79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers. When customers know that their concerns are being handled by expert humans, they get that assurance that they are trusting the right people with their money. .
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.
SurveyGizmo
DECEMBER 18, 2019
A Guest Blog by Ashley Halsey. Many companies ask for customers’ feedback, and they’ll spend a lot of resources on gathering data and opinions. But the outcome is not always what they expect. If organized correctly, a feedback loop can be beneficial for both customers and the company. By responding, you show your customers that your company really cares about their feedback about your products and services, and what you can do better.
Call Experts
DECEMBER 18, 2019
Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. The difference in great automation and poor automation can mean the difference in your business.
Upstream Works
DECEMBER 18, 2019
There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.
ProProfs Chat
DECEMBER 18, 2019
If you can’t measure it, you can’t improve it. William Thomson , Lord Kelvin. Read, absorb this quote and let’s answer a question-. Do you follow specific customer service objectives as parameters to gauge the performance and efficiency of your support team? . If not, then how do you measure customer success?
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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.
Michel Falcon Experience
DECEMBER 16, 2019
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. When I read Bob Iger’s book he outlined his philosophy on how to fire someone. .
UJET
DECEMBER 17, 2019
According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Legacy customer support platforms were developed for the preferred communication channels at that time, which was traditionally voice.
Totango
DECEMBER 19, 2019
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.
Survicate
DECEMBER 16, 2019
Why You Can’t Totally Trust Negative Online Reviews. People often take negative reviews more seriously than positive reviews. After all: that one bad review may be the most accurate one and you won’t by harmed by not purchasing it. But there are good reasons to be skeptical of negative online reviews. And it isn’t just because angry customers are more likely to vent publicly.
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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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