GetFeedback

FEBRUARY 26, 2020

The four major activities that must be undertaken after CES feedback is received by the company.

Effort Score 338

Effort Score Feedback How To Customers 338

Comm100

FEBRUARY 25, 2020

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition? When customer touchpoints across different channels are not in sync, customers can get inconsistent information – particularly over email, live chat, and social media.

Social Media 162

Social Media Omni-Channel CRM B2B 162

Totango

FEBRUARY 11, 2020

Adoption is a stage in a journey, not a point in time. It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. What is Adoption? Breaking down the customer journey into modular stages sta helps to operationalize customer success strategies.

Customer Success 122

Customer Success How To Metrics Customer Journeys 122

Lumoa

FEBRUARY 19, 2020

There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer.

Survey 333

Survey Measurement Interaction Customers 333

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” . Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.” I’m talking about the feeling you get when a great speaker is on the stage and you realize… “I’m actually learning something here.” Feels good, doesn’t it?

Training 197

Training Course How To Healthcare 197

UJET

FEBRUARY 24, 2020

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them. So while that person can speak about a subject, they are not necessarily the best source available to dive deep into the matter at hand. This phrase can be applied to numerous industries and roles, however, when discussing customer support agents, it can be even more relevant.

Strategy 101

Strategy Communication Wait Times Customers 101

Horizon CX

FEBRUARY 29, 2020

Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event. The two of you introduce yourselves to one another after which the person you just met launches into a personal story around something personally interesting to them or about them which quickly merges into a second personal story and then a third and so on.

Exercises 130

Exercises Groups Course Communication 130

ShepHyken

FEBRUARY 28, 2020

This week we feature an article by Eric Melchor, founder of Elevate My CX. He shares a story about a salesperson who performed a technique that even surprised a renowned social psychologist. If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople?

Roadmap 123

Roadmap Sales Airlines Case Study 123

Alida

FEBRUARY 19, 2020

Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance. If the experience falls flat, companies face not only losing one customer but also others within the dissatisfied customer's network.

Customer Experience 173

Customer Experience Marketing Financial Loyalty 173

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

Steve DiGioia

FEBRUARY 3, 2020

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors. There have been rumors of Bigfoot since the story first appeared in the Humboldt Times in 1958.

Customer Service 298

Customer Service Retail Course Customers 298

ShepHyken

FEBRUARY 7, 2020

This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.

Interaction 106

Interaction Chatbots System B2B 106

NICE inContact

FEBRUARY 24, 2020

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters. There is a heavy focus on understanding the customer profiles, the complex journeys they undertake across channels and gleaning multiple customer satisfaction surveys.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Customer Satisfaction 156

Heart of the Customer

FEBRUARY 20, 2020

Chief Customer Officers (CCOs) are popping up in boardrooms across Fortune 500 companies in ever increasing numbers. Those chosen for the position often come from Marketing or Customer Support, as those disciplines are thought of as having the most interaction with customers, making them seem like a natural fit. But are those departments really the […].

Chief Customer Officer 114

Chief Customer Officer Interaction Marketing Company 114

Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

Inbenta

FEBRUARY 6, 2020

Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents. A customer who fails to find an immediate solution to his problem will put an end to his journey and can even end up doing business with your competitors.

Self Service 114

Self Service Chatbots Contact Center Knowledge Base 114

One Millimeter Mindset

FEBRUARY 25, 2020

Today we’re talking about the importance of having storytelling patience when conducting customer discovery interviews. Customer discovery is a methodology used for building startups, new corporate ventures / intrapreneurial activities, design and engineering projects, and sales. Actually, in my storytelling for STEM professionals and left-brain thinkers playbook, you and I are never quite finished with customer discovery.

Customers 66

Customers Consulting Sales Engagement 66

Topdown

FEBRUARY 3, 2020

There's a good chance that you customers are frustrated with your customer service channels. Don’t panic. Here’s what you need to know—and do—about it.

Customers 62

Customers Customer Service Communication Customer Experience 62

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166

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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.

Conference

Totango

FEBRUARY 4, 2020

A customer-oriented approach to business is fast becoming a necessary ingredient for success in today’s customer-centric economy. The idea is simple: look after your customers, and your customers will look after you. This represents a shift from bygone eras when growth strategies were more sales-focused. What makes customer-centric growth so valuable for modern enterprises—and how can you create an effective strategy to promote it?

Customer Centricity 62

Customer Centricity Software Customers Strategy 62

Upstream Works

FEBRUARY 26, 2020

Why Seamless CX Matters More Than Ever. At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes. However, this requires orchestration across your entire contact center operation.

Contact Center 78

Contact Center Self Service Omni-Channel Social Media 78

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

Customer Experience 417

Customer Experience Customer Experience Management Customers Management 417

GetFeedback

FEBRUARY 27, 2020

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand.

ROI 329

ROI How To Brands Customer Experience 329

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

CX Accelerator

FEBRUARY 2, 2020

By Jeremy Watkin My nieces and nephews have recently either entered college or are actively applying to universities, and I was struck with a thought. If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). What major should I choose?”. While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

SuiteCX

FEBRUARY 18, 2020

Like customer experience (CX) more broadly, there are a number of platforms that create the ecosystem of tools available to manage and understand their Customers’ experience. The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1.

Customer Journeys 274

Customer Journeys Effort Score CRM CEM 274

QuestionPro Audience

FEBRUARY 24, 2020

A survey is defined as the approach taken by market researchers to analyze a particular product or service with the help of survey respondents. Organizations collect direct feedback to understand their requirements, expectations, and characteristics. They make enhancements and make well-informed business decisions based on the survey findings. What are the components of a survey?

Survey 259

Survey Marketing Feedback 259

Customer Bliss

FEBRUARY 26, 2020

The most admired companies know that hiring people with the ability to care —and making caring and empathy a core value—is key to how they grow. They take the time to make the interview go beyond questions on just aptitude and skill; they get to know the human behind the resumé. They learn about the person whose actions will define who they are as people to customers, partners and the marketplace.

Case Study 258

Case Study Study Company Culture 258

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

Experience Matters

FEBRUARY 21, 2020

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric. Instead, the key to success is the program that is wrapped around those numbers (see our 5 steps for an effective CX metrics program).

Metrics 258

Metrics Leadership Engagement Data 258

GetFeedback

FEBRUARY 1, 2020

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI.

ROI 320

ROI Customer Satisfaction Measurement Interaction 320

Beyond Philosophy

FEBRUARY 14, 2020

Social media has changed many things about our lives. Not only can we have a blow by blow account of what our friends and family are up to, but we can also see what they had for dinner. We can even see what friends of our friends had for dinner. One of the other ways social media changed our lives is in how we interact with brands. Platforms like Facebook, Instagram, and Twitter gave us direct access to brands in a way we hadn’t had before.

Trends 195

Trends Technology Social Media Interaction 195