It’s the Journey That Matters: Improving Customer Experience and Loyalty
Storyminers
SEPTEMBER 2, 2020
Storyminers
SEPTEMBER 2, 2020
ChurnZero
SEPTEMBER 4, 2020
Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants.
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Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
GetFeedback
AUGUST 31, 2020
How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Steve DiGioia
SEPTEMBER 3, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
NICE inContact
SEPTEMBER 3, 2020
If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
GetFeedback
AUGUST 30, 2020
A look into the impact that corporate values can have on employee experience.
Steve DiGioia
AUGUST 31, 2020
People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”. How the heck does he know “my style”? I can do without the kissing-up just for him to make the sale.
Alida
SEPTEMBER 1, 2020
Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Beyond Philosophy
AUGUST 29, 2020
5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics 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. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?
GetFeedback
AUGUST 31, 2020
Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.
Comm100
AUGUST 31, 2020
Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?
Alida
SEPTEMBER 1, 2020
Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Beyond Philosophy
SEPTEMBER 3, 2020
Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.
Upstream Works
SEPTEMBER 1, 2020
Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.
ShepHyken
SEPTEMBER 2, 2020
What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?
TechSee
SEPTEMBER 2, 2020
COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Heart of the Customer
SEPTEMBER 3, 2020
One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.
Talkdesk
SEPTEMBER 1, 2020
Whether your workforce is back at the office and adhering to new safety measures, working from home or navigating a mix of both options, the reality is that you’re probably not doing business as usual anymore. The way your employees are performing their tasks, interacting with customers, prospects and to each other, has likely changed. The so-called “new normal” brings new concerns.
Russel Lolacher
SEPTEMBER 3, 2020
With the demand to produce so much content, think about repurposing the hard work you’ve already done to better reach your customers. 10x is a common term that seems to have a few different definitions. Rand Fishkin from Moz coined the term “10x content” in relation to “content that is 10 times better than the best result that can currently be found in the search results for a given keyword phrase or topic.
Integrity Solutions
SEPTEMBER 1, 2020
With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Vanilla Forums
SEPTEMBER 1, 2020
To remain a top choice for your customers, you need to be informed. You need to know what your customers want (and don't want!) and use this information to ensure that you're creating the best customer experience possible. To help you understand the needs and attitudes of your customers, we've conducted some research on the importance of customer self-service support , and have explored the role that it plays in shaping buying decisions.
One Millimeter Mindset
SEPTEMBER 3, 2020
When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project. However, is there an intentional, or unintentional, professional homogeneity and familiarity created in the team selection process?
Zeisler Consulting
SEPTEMBER 3, 2020
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether. A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the
Talkdesk
SEPTEMBER 4, 2020
Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency. However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Accelerating the seamless digital journey.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
ClientSuccess
SEPTEMBER 3, 2020
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.
Wired and Dangerous
SEPTEMBER 3, 2020
The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton. The song title invites your thinker to think differently about a particular concept–how to undo a condition already present rather than zeroing in on how to prevent it in the first place. Chip’s dentist and pet boarder both have phone systems that place you in a phone tree.
NetBase
SEPTEMBER 3, 2020
At this point in the year, the one trend that has remained steady is this: anything goes. As some trends moved to the back burner and new ones came on unexpectedly, brands have had their hands full making informed predictions around emerging trends. We’ll explore why brands shouldn’t get complacent in their market research with a focus on: Ways in which 2020 predictions where a bit off.
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