Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to. Brands are forever fearing that one viral tweet could severely damage or even destroy their carefully constructed brand image in a fleeting yet far-reaching flurry of complaints. .

Customer Experience 334

Customer Experience Consumers Study Brands 334

Kerry Bodine

FEBRUARY 6, 2021

I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degree should our personas represent different races, genders, religions, sexual orientations, etc.? It’s Black History Month here in the United States, and that seems the perfect time to answer this question in a public forum.

Customer Journeys 256

Customer Journeys Retail Analysis Customers 256

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Steve DiGioia

FEBRUARY 15, 2021

The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.

Customer Service 348

Customer Service Hotels Customers Travel 348

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

Storyminers

FEBRUARY 17, 2021

These are challenging times we’re living in—living through might better capture what we’re going through globally. Not only are the people feeling the strain, so are the systems we have designed to support us. When it comes time to rebuild the severed connections and broken systems, we will need to make sure that we don’t end up with more of the same.

Groups 147

Groups Government Travel Tools 147

eglobalis

FEBRUARY 20, 2021

Customer Experience Five fundamentals to re design AI transformative experience as competitive advantage. The post Five fundamentals to re design AI transformative experience as competitive advantage appeared first on Eglobalis.

Competitive Advantage 523

Competitive Advantage Customer Experience Customer relationships Customers 523

Lumoa

FEBRUARY 15, 2021

Customer experience integrations help you to automate your customer experience. The logic of this type of integration is the same as any other type of integration you can do with other tools. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues.

Customer Experience 221

Customer Experience CRM Feedback Survey 221

QuestionPro Audience

FEBRUARY 24, 2021

Data cleansing is a vital activity before drawing conclusions from any survey responses and certainly before decision-making. Clean survey data boosts data analysis and helps you uncover relevant information – information that you can base your decisions on. Clean data will also help you save time and cost, leaving you with time to make appropriate decisions.

Survey 195

Survey Data Analysis Measurement 195

Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups

Groups 328

Groups Customer Experience Industry Customers 328

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

Storyminers

FEBRUARY 25, 2021

The post We’ve Seen the Future and You’re Going to Love It appeared first on Storyminers.

230

230

GetFeedback

FEBRUARY 4, 2021

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 435

Feedback ROI Return on Investment Ecommerce 435

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February. Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real

Communication 178

Communication Tips Customer Journeys Customer Experience 178

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QuestionPro Audience

FEBRUARY 24, 2021

Taking survey panel technology to the next level – Discover powerful answers with ease. Business approaches evolve continuously because of the ever-growing market competition. Recently, listening to the customer’s voice by placing them at the center has become the core strategy and the reason for business success for many. Researching the right audience helps transform consumer data into insights, and online panels play a pivotal role in aiding thousands of companies to build appropr

Survey 195

Survey Study Leadership Data 195

Steve DiGioia

FEBRUARY 18, 2021

Too many businesses continue to offer a workplace that leaves little room for the employee’s personality to shine through. They micromanage the heck out of each service step and expect their minions to follow the path without exceptions. Who Writes YOUR Words? I can understand the need for consistent uniform and grooming standards but please don’t make them say the same words over and over again.

Tips 246

Tips Guidelines Interaction Training 246

Storyminers

FEBRUARY 2, 2021

Mike’s style is authentic, articulate, sometimes funny, and always inspiring. Why? Because he knows how to put himself in a listener’s chair, so he can speak directly to them and address their unspoken questions. You can visit the podcast episode here. The post Storytelling Will Maximize your Team appeared first on StoryMiners.

How To 182

How To 182

GetFeedback

FEBRUARY 19, 2021

The ultimate guide for using VoC surveys to improve the customer experience.

Survey 417

Survey Customers Customer Experience 417

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

Beyond Philosophy

FEBRUARY 13, 2021

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.

Consulting 179

Consulting Government Measurement Customers 179

NICE inContact

FEBRUARY 18, 2021

Do you believe that the relationship between your business and its customers ends when they make a purchase? If so, your digital customer engagement might need a little tweaking to meet the needs of today’s modern consumers. Customers today require a lot more attention than they might have a few decades ago. People today are used to having their needs met instantaneously; doing otherwise can lead to a loss of business.

Customer Engagement 177

Customer Engagement Engagement Meeting Consumers 177

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

Course 159

Course Measurement Customer Experience Tips 159

Steve DiGioia

FEBRUARY 4, 2021

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

Tips 195

Tips Brands Customer Experience Customers 195

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Voice of Customer

Storyminers

FEBRUARY 2, 2021

Mike Wittenstein is the founder of StoryMiners, a consulting firm in Atlanta, Georgia. They help businesses translate strategies into customer experiences. Previously, Mike was a media personality and spokesperson for IBM. We discuss how StoryMiners utilizes design to create value for customers and the frameworks behind their processes. You can listen to the podcast here.

Retail 174

Retail Consulting Measurement Strategy 174

GetFeedback

FEBRUARY 15, 2021

Everything you need to know about using a Likert scale, from advantages to best practices and examples.

How To 397

How To Examples 397

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

Examples 156

Examples Industry e-support Abandon Rate 156

NICE inContact

FEBRUARY 4, 2021

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

Contact Center 177

Contact Center Customer Service Customer Experience Customers 177

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

ShepHyken

FEBRUARY 24, 2021

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?

Customer Service Training 156

Customer Service Training Innovation System Technology 156

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.

Tips 189

Tips Training Customer Focused Customer Service 189

Storyminers

FEBRUARY 24, 2021

Storytelling has been around as long as humans have. It’s ingrained in all of us. It’s how we pass down tacit knowledge, teach our children values, recapture ‘glory days,’ and inspire the next generations. Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. Possibly the first REAL focus on it was down to a series of case studies and articles that the Ivy League Universities showcased, demonstrating how ‘storytellin

Tools 173

Tools Management Leadership Case Study 173