Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. It’s a fact that delivering a great customer experience makes brands’ bottom lines brighter, too.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

BirdEye

SEPTEMBER 20, 2020

Here's how you can start mapping your customer journey.

Customer Journeys 246

Customer Journeys Customers 246

Zeisler Consulting

SEPTEMBER 24, 2020

The topic of the Voice of the Customer (VoC) has many branches and sub-categories.

Feedback 72

Feedback Effort Score NPS Comparison 72

GetFeedback

SEPTEMBER 20, 2020

Adapt your CX program to COVID-19 and continue to deliver great connected experiences.

Connections 445

Connections 445

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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

Steve DiGioia

SEPTEMBER 24, 2020

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.

Tips 310

Tips Customer Service Banking Customers 310

TechSee

SEPTEMBER 22, 2020

Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact. Many are meeting this challenge by tapping into the power of Augmented Reality (AR), which displays on-screen graphical information over a physical environment. AR is being used to boost field service efficiency by enabling remote technicians to guide their customers through many issue resolution processes, and by providing remote expert support t

Self Service 207

Self Service Travel Knowledge Base Technology 207

NICE inContact

SEPTEMBER 22, 2020

In the first post of this three part series, Effective Customer Service Can be the Key to Small Business Growth, we talked about how small businesses need to protect their existing customer base if they want to achieve meaningful, sustainable growth. Providing effective customer service, in which issues are solved competently during the first contact, is a good step in this direction.

Customer Experience 177

Customer Experience Customer Base Customers Customer Service 177

GetFeedback

SEPTEMBER 21, 2020

Learn how you can transform customers into advocates throughout the digital customer journey.

Customer Journeys 195

Customer Journeys Customers 195

Customer Bliss

SEPTEMBER 25, 2020

Have you been keeping up with me on my LinkedIn Live conversations? If not, what are you waiting for? As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. I’ve spoken to leaders in a range of industries, and they all have had incredibly useful things to say about how they’ve been working through these uncertai

Sports 160

Sports Leadership System Innovation 160

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.

Data

Beyond Philosophy

SEPTEMBER 19, 2020

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. This episode of The Intuitive Customer explores this nascent concept of Customer Science and what it could mean to organizations seeking customer-driven success.

Measurement 158

Measurement Customers Technology Data 158

NICE inContact

SEPTEMBER 23, 2020

There’s always at least one in every contact center. The agent that tests your patience, triggers an eye-twitch, elicits some curse words (in your head, of course) and makes your job as a contact center manager much more challenging at times. But the reality is, these agents aren’t waking up in the morning with the goal of making your life more difficult!

Contact Center 156

Contact Center Engagement Course Management 156

CXS

SEPTEMBER 24, 2020

Delivery services are becoming more popular as we bunker down during the pandemic across several industries. With an increase of lockdowns, quarantines, and social distancing, we look to convenient services to help with our everyday errands. So, there’s no surprise … The post The Customer Experience Shifts To Online Services appeared first on CX 2020.

Customer Experience 130

Customer Experience Customers Industry 130

ShepHyken

SEPTEMBER 23, 2020

Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week. This is hardcore cardio training with some friendly competition worked in, which makes for an exhilarating workout. Before we go further, you should know this isn’t a super-competitive league.

Effort Score 135

Effort Score Exercises Travel Customer Service Training 135

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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

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth.

Net Promoter Score 139

Net Promoter Score Customers Data Effort Score 139

NICE inContact

SEPTEMBER 21, 2020

If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination. This interaction sets the tone for the rest of the "visit.".

System 156

System Interaction Multi-Channel Contact Center 156

One Millimeter Mindset

SEPTEMBER 24, 2020

What happens when strategic business stories become too ambiguous to everyone, including you? Yesterday, we explored whether your compelling business stories are too specific and tactically focused. Today, let’s explore what happens when your stories get lost in the strategic clouds. When strategic business stories are too ambiguous, decision makers ask: “What do you expect me to do with this information?

Analytics 133

Analytics Communication Sales Connections 133

ReviewTrackers

SEPTEMBER 20, 2020

If you’re into the wedding business as a supplier, you’ve probably heard of The Knot. As one of the largest online resources for wedding news, trends, information, and inspiration, TheKnot.com helps its users — couples getting married — plan the perfect wedding. The site was founded by husband-and-wife team Carley Roney and David Liu, who had realized that better resources would have made planning their own nuptials a lot less stressful.

Guidelines 123

Guidelines Hotels Feedback Consumers 123

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.

Trends

Tricia Morris

SEPTEMBER 22, 2020

In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee experience – but the customer experience, as well. Constellation Research VP and Principal Analyst Dion Hinchcliffe in a recent blog post notes “our research over the years has shown that the […].

Communication 128

Communication Employee Experience Tools Industry 128

NICE inContact

SEPTEMBER 20, 2020

Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience. Rather, quite the opposite. Now is the most important time to deliver on a brand promise of exceptional experiences – or risk damaging these critical relationships.

Industry 156

Industry Culture Study Customer Expectations 156

Doing CX Right

SEPTEMBER 19, 2020

Who owns customer service? Is it strictly the companies we buy from or do consumers have a responsibility in achieving a positive outcome too? This is the theme of my newest article co-written with a psychiatrist and author, Dr. Grant Brenner. We dive deep into using emotional intelligence to have great experiences. The original article can be found in Psychology Today.

Customer Service 126

Customer Service Strategy Social Media Customers 126

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Published on: September 23, 2020. Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.

Interaction 117

Interaction Customers Resources Customer Experience 117

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

Talkdesk

SEPTEMBER 21, 2020

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result? A gap that widens over time until companies fall so far behind that they need to completely overhaul their technology stack in order to support modern operational needs.

Contact Center 119

Contact Center Employee Engagement Survey Trends 119

NICE inContact

SEPTEMBER 25, 2020

The ability to use AI in your contact center business is growing exponentially. You might be asking yourself, "where do we start?". Learn the secrets of Fortune 200 companies who are using an AI-powered IVR to achieve their KPIs and gain a competitive advantage.

Competitive Advantage 120

Competitive Advantage Contact Center Company Call Center 120

Win the Customer

SEPTEMBER 21, 2020

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries. Its popularity can be attributed to several reasons-it’s quick and easy to use, affordable, offers customization, ready designs, and is extremely customer-friendly.

Sales 111

Sales Customer Engagement e-support Engagement 111

Heart of the Customer

SEPTEMBER 24, 2020

We’re in the homestretch of my series on how to apply John Kotter’s change management work to customer experience! The penultimate seventh step, Sustain Acceleration, is an important reminder that you can’t rest on your laurels. As Kotter writes in 8 Steps to Accelerate Change in Your Organization: “So you’ve had a few wins. It can […]. The post Don’t Just Drive CX Success, Sustain It appeared first on Heart of the Customer.

Customer Experience 103

Customer Experience Management How To Tips 103

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

Customer Experience

Talkdesk

SEPTEMBER 23, 2020

Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security. 75% of IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.

Contact Center 115

Contact Center Tips Customer relationships Survey 115

ShepHyken

SEPTEMBER 25, 2020

This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service?

Contact Center 116

Contact Center Competitive Advantage Customer Service Examples 116

Wired and Dangerous

SEPTEMBER 21, 2020

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out. When we met in the lobby at 5 am to catch the first shuttle to the airport for an early morning flight, neither of us had a hotel receipt. . “Why were our receipts not under our doors this morning?

Hotels 91

Hotels Course Customers Customer Change 91