ChurnZero
JULY 9, 2021
Your product or service is not going to be right for everyone. And just because you can sell a customer your solution, doesn’t mean you should. But where do you draw the line on customer fit? When is it OK to push your selling boundaries? And how do you know when you’ve gone too far? When assessing a customer’s fit, defining what’s a reasonable stretch versus a fundamental mismatch is murky territory.
Heart of the Customer
JULY 3, 2021
Research from CustomerThink, Forrester, Pointillist, and the XM Institute agree: Few CX programs can prove that their work matters to business outcomes. This reminds me of a story from my college days. I was visiting my buddy Rick, and we went down to the rec room in the basement of his dorm to shoot some […]. The post Do the CX Buttons You Push Matter?
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Experience Investigators by 360Connext
JULY 6, 2021
Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question.
Steve DiGioia
JULY 5, 2021
Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. They deal with anxiety and health issues that weigh heavily, financial and personal matters that keep them up at night, and a host of other problems that make their day more stressful
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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.
Comm100
JULY 6, 2021
For many small businesses, the idea of launching a chatbot to handle customer support and sales questions seems out of reach. The cost to run it, the expertise to set it up, and the time to manage it – all this needs a level of resource that they can only dream of. But what if a chatbot was free, didn’t need any technical skill to create, and required almost no maintenance?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Uniphore
JULY 8, 2021
WE'RE HIRING. SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. If you thrive in the thrill of the hunt and celebrate gaining the interest and respect of prospective buyers, then we need to talk! We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. The right candidate will have a knack for learning a new domain and using that knowledge to nurture and persuade senior stakeholders (Director, VP and C-level
NICE inContact
JULY 5, 2021
Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.
Comm100
JULY 5, 2021
Customers are everywhere, and they expect you to be everywhere too. If you’re catering to this expectation, you shouldn’t only be receiving support requests from email. You should be receiving them from email, live chat, and social media. The problem is, with a small team, there’s a limit to how many channels you can monitor without customers falling through the cracks.
Alida
JULY 6, 2021
Surveys have long been the backbone of getting to know customers. They’ve been seen as a relatively easy and inexpensive way of collecting feedback—and for the most part, they are. But the ugly truth is, sometimes traditional surveys can be long—and let's be honest—boring. Surveys aren’t always the most engaging to the customer, meaning you’re not likely to hold their attention long enough to get the information you need to make impactful business decisions.
Speaker: Amanda Adams, Fractional CFO, CPA
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, 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.
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? While I’ve written about this before, my original article about customer experience was more about how to create a more interactive experience. The example I used was how Home Shopping Network (HSN) incorporated gamification into the customer experience.
The DiJulius Group
JULY 7, 2021
Chief Revolution Officer John DiJulius of the DiJulius Group interviews Dr. Vance Thompson, owner of Vance Thompson Vision, who have totally disrupted the LASIK and cataract surgery industry. They provide a world-class employee experience, patient experience, vendor experience, and community experience. Vance’s genuine love for people and enriching their lives is contagious and inspiring.
Eptica
JULY 7, 2021
Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Published on: July 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues.
dscout People Nerds
JULY 7, 2021
Lisa Madokoro and Taylor Kim of Shopify’s Talent Insights & Research team on building meaningful human experiences when the “users” are your colleagues.
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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.
ShepHyken
JULY 5, 2021
Each week I read many 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. [Infographic] The different types of emails to send to your guests by Tony Loeb. (Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers.
The DiJulius Group
JULY 6, 2021
Who are you not to be great? Who are you to be ordinary? Who are you to deny greatness? If you would deny it to yourself, you would deny it to the entire world. How dare you to be ordinary? Each of us has the ability to impact thousands of people’s lives through providing genuine. Read Full Article. The post How to Live an Extraordinary Life…So countless others do as well appeared first on The DiJulius Group.
Beyond Philosophy
JULY 3, 2021
Maybe it’s a towing service. Perhaps you use an interior designer. It could be that you needed to outsource your call center. Whatever the reason may be, you have outsourced part of your Customer Experience. There is an inherent risk involved, of course, if there are problems. After all, customers do not distinguish between the part of the experience you provide and the part your third-party does.
Totango
JULY 6, 2021
Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth. Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps
Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin
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.
ShepHyken
JULY 6, 2021
Empowering Employees through Caring Leadership. The Impact of Caring Leadership on Employees and Customers. Shep Hyken interviews Heather R. Younger, Founder of EmployeeFanatix. They discuss the importance of alignment and the servant mindset in empowering self-leaders. Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer.
Help Scout
JULY 8, 2021
When starting a company, finding the right customer service tool isn’t always at the top of the priority list; you’re more focused on getting customers and proving out your idea. Then, one day, a customer sends you a question. Then another. And another after that. Eventually, you’re regularly fielding questions from customers and may find it challenging to manage all the incoming requests.
Zeisler Consulting
JULY 7, 2021
If you’re looking for a reason not to use NPS as your top-line CX metric, I’ve got one for you: Depending on your business and/or your business model, it’s just plain dumb. I’ve always been skeptical of the overwrought overthinking of the overpromise of what the subtleties of the Net Promoter System’s insights are supposed to provide: That those enthusiastic promoters of your brand are more likely not only to recommend (as they’re literally asked) your brand, but also to come back themselves
Heart of the Customer
JULY 9, 2021
I’ll get right to the point: Change management is cheaper than bribing employees. It’s more effective, too. The CEO of a client organization recently asked us about offering a bonus tied to their Net Promoter Score (NPS). He believed that this would motivate employees to think more about customers and improve their experience. Without mincing […].
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.
ShepHyken
JULY 9, 2021
This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.
Doing CX Right
JULY 3, 2021
Is the Customer Experience Officer role increasing or becoming obsolete as WSJ article questions. Read Stacy Sherman's view as you form an opinion. The post What’s The Fate of A Customer Experience Officer (CXO)? appeared first on Doing CX Right.
Integrity Solutions
JULY 4, 2021
Whatever your leadership style, you must be able to develop people who have a sense of ownership in the outcomes that define success. Knowing your leadership style has never been more important than it is today. With turnover on the rise and remote and hybrid work changing the dynamics of the workplace , leaders need to be laser-focused on engaging and retaining their employees and helping them feel connected to the broader mission and purpose.
BirdEye
JULY 9, 2021
Consumers gravitate to brands that offer simplicity, speed, and convenience, whenever they need a question answered or a problem solved. These highly valued attributes extend to when and how they connect with businesses across communication channels. For consumers, messaging is now their preferred method of communication. That’s why we’re providing Birdeye Messaging to every new and existing Birdeye customer.
Speaker: Jennifer Wright and Nick Barron
2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt
Optimove
JULY 7, 2021
Buzzwords, just like stereotypes or cliches, unfairly get a bad rep. Because whether you’re scrolling through your Twitter feed, reading a book, or meeting new people, the truth is that buzzwords, stereotypes, and cliches give you something so valuable it’s essential for our survival – the ability to make quick decisions, to act and react, when information is overloading, and time is of the essence.
Vanilla Forums
JULY 8, 2021
Integral to great support for a global business is ensuring they have access to help and documentation regardless of the language they speak. But manually translating all your content is a lot of effort, and one that most companies don’t have the resources for. That’s why we’ve introduced Machine Translation for Vanilla’s Knowledge Base. This is a big feature, so we want to give a bit more context around what it is and address some questions.
SurveySensum
JULY 9, 2021
I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. And then they ask themselves, . “Do we need to post more on social media?” . “Should we follow suit and do what the competition is doing?” . “Should we dive headfirst into the latest marketing trend?”.
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