FiveStars

MAY 1, 2020

Some state governors recently announced that non-essential businesses will reopen in May, and many other states will be following with full or partial reopening in May or June. If you own or manage a business that was shut down due to COVID-19, it is important to first learn your state’s rules for capacity, distancing, hours […]. The post Back-in-Business: Create Your Brick-and-Mortar Store Re-opening Strategy appeared first on Fivestars Insights.

Strategy 65

Strategy Management Communication Customers 65

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.

Technology 220

Technology Analysis Data Consumers 220

Kerry Bodine

MAY 11, 2020

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business.

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

GetFeedback

MAY 24, 2020

The most prominent challenges of running a cross-functional CX team and how to overcome them.

How To 411

How To 411

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Experience Matters

MAY 4, 2020

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.

Management 354

Management Customer Experience Customers 354

Lumoa

MAY 10, 2020

Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are.

Innovation 284

Innovation Customers 284

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.

Policies 328

Policies Tips Customers Groups 328

Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

InMoment XI

MAY 28, 2020

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction. With text analytics, businesses have the power to collect, store and.

Analytics 195

Analytics Customer Satisfaction System Technology 195

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

BlueOcean

MAY 20, 2020

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the gods laugh. As of today, we all have at least two months of real-world experience in how we would handle a disaster.

Customer Care 156

Customer Care Course Customers Industry 156

Uniphore

MAY 4, 2020

Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.

How To 162

How To 162

Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understanding the journey from your employees’ perspective helps provide valuable perspective to encourage retention, loyalty, and even more happiness and fulfillment for the people you make your organization run.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

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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.

Report

Alida

MAY 27, 2020

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Study 130

Study Trends How To Report 130

Heart of the Customer

MAY 12, 2020

Customer Journeys 190

Customer Journeys Customers 190

Storyminers

MAY 27, 2020

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, a lot of people overlook one key element in the equation; the customer.

Measurement 147

Measurement Advertising Competitive Advantage Customers 147

TechSee

MAY 26, 2020

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.

Travel 109

Travel Customer Centricity Metrics Customer Satisfaction 109

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

The DiJulius Group

MAY 27, 2020

1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the. Read Full Article.

Customer Experience 107

Customer Experience Consulting Groups Training 107

GetFeedback

MAY 3, 2020

The top 9 skill sets you need in your core customer experience team in order to succeed.

How To 438

How To Customer Experience Customers 438

NICE inContact

MAY 19, 2020

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly. Recent findings from National Federation of Independent Businesses (NFIB) show that the three leading causes of small business decline is due to 1) lost sales, 2) disruption in supply chain and 3) disruption in workforce due to employee illness.

Financial 287

Financial Resources Survey Sales 287

Lumoa

MAY 20, 2020

Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it.

How To 284

How To Customer Experience Customers 284

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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.

Voice of Customer

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. If you’re reading this blog post, you probably already know that live chat is a platform that allows you to chat directly with your website visitors.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

Uniphore

MAY 20, 2020

Every action a business takes is now seen through the lens of the coronavirus pandemic. Business processes and workforce management considerations that were unthinkable a few short months ago, contact center leaders are revisiting. Call centers have become frontline workers in the wake of COVID-19. They are considered to be one of the most vulnerable places for the spread of this contagious virus.

Contact Center 264

Contact Center Call Center Resources Management 264

Steve DiGioia

MAY 11, 2020

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what?

Loyalty 254

Loyalty Feedback Sales Customers 254

GetFeedback

MAY 28, 2020

The 8 steps to creating a successful post-purchase survey plan.

Survey 540

Survey Ecommerce Sales How To 540

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Storyminers

MAY 21, 2020

Last year, I wrote an article about new ways to work. It was based on an interview with founder, Jon Ferrara. Both articles tie how Nimble , a new social selling platform, improves the lives of professional service providers. Today, Nimble just made my life easier (again) with the release of a new dashboard that saves me even more time and lets me stay focused on ‘the next right thing.’.

Case Study 246

Case Study Social Media Study Meeting 246

Alida

MAY 21, 2020

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next. Keeping communication channels open for two-way conversations with customers is pivotal in maintaining relationships while also enabling organizations to listen and adapt to their customers’ changing outlook, actions, and brand satisfaction during the pandemic.

Financial 246

Financial Survey Customer Change Communication 246

Lumoa

MAY 19, 2020

There are a lot of stats that showcase how critical a customer experience program is to any business’ success. Some experts feel that companies stand to lose upwards of $75 billion if they don’t deliver a best-in-class experience. Other research points to a slightly lower, but still an eye-popping loss of $44 billion. While the potential revenue losses are enough to get any CEO’s attention, many companies still aren’t making CX a priority.

How To 243

How To Multi-Channel Return on Investment Study 243