InMoment XI
MAY 11, 2018
Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great news, because it was only 69% last. View Article.
Customer Bliss
MAY 9, 2018
Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. I’ve been asked, “How do you persuade top management that customer centricity is not a cost?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Vonage
MAY 9, 2018
Many of the ways that a company and its employees can go wrong in serving customers are subtle, but the following five certainly aren’t. If any of these serious customer service missteps are happening, or have happened recently, at your company, it’s time to look into a company culture (and perhaps personnel) overhaul, sooner rather than later. 1. Misleading a customer.
Lumoa
MAY 7, 2018
A story of how a startup nailed customer relationships since day one. Many startups think that customer experience management equals unnecessary work and financial costs. However, more and more startups that emphasise the uniqueness of customer relationships are growing faster than ever. Some of the familiar names include the two fastest growing companies in the world , Slack and Intercom.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
InMoment XI
MAY 7, 2018
A comprehensive CX strategy is incomplete without industry benchmarks and competitive data. Benchmarking your CX scores against other companies in your industry will allow you to identify areas for improvement along with areas to identify your advantages. This will ensure you not only make better decisions, but the right decisions for your CX program.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
MAY 8, 2018
For quite a while, banks were eyeing fintech startups as their main foes. They invested in technology to compete with these startups and to improve customer experience in banking. But the landscape is constantly changing. There seems to be a bigger threat to banks coming from a different direction, namely tech companies. In fact, McKinsey and many similar top consultants are warning banks that tech giants like Amazon and Facebook could seriously disrupt the banking sector.
QuestionPro Audience
MAY 10, 2018
Food, and what consumers expect from food manufacturers and grocery stores, is evolving. Case in point: after almost a decade of discussion, the FDA is now requiring restaurants and food chains with 20 or more locations to post calorie counts. One loud voice leading this charge is the millennial generation. Here are 4 ways millennials are changing the way we eat.
InMoment XI
MAY 11, 2018
Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great news, because it was only 69% last. View Article.
Omnicus
MAY 7, 2018
Create a seamless customer experience to boost your revenue. Has this happened to you? You emailed a company with a customer support question, typing in a 10-paragraph message explaining the issue in detail. In response, you just got an automated reply from a robot saying that the company will get back to you in 24 - 48 hours, and you decided that you didn’t want to wait that long.
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.
Experience Matters
MAY 7, 2018
Voice of the Customer (VoC) programs are a critical component for many CX efforts. This infographic examines those efforts. Make sure to visit our VoC/NPS Resource Page for more help in building your VoC program. Here are links to download different versions of the infographic: Infographic: in .png format, in .pdf format 18? x 24? poster: in .jpg format, in .pdf format Here are links to the research referenced in the infographic: State of VoC Programs, 2017 Renovating Your Voice of the Customer
Comm100
MAY 10, 2018
Introduction. If you work in customer service, chances are you know the signs of a complaining customer. You might recognize them by their pointed tones, their defensive, often raised voices (over email or live chat, this may present itself as all caps writing), and their creative use of insults. You may recognize the way they hold up the line at checkout, the way they demand to speak to management, or the way a look of disbelief plants itself on their faces when they hear that what they are ask
InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
Steve DiGioia
MAY 7, 2018
This original article was written by Steve DiGioia. Those of us in the customer service industry have much to deal with. Payroll, purchases, inventory, market share, etc. take a lion’s share of our daily tasks. But, there’s one thing I left out: the customers. No matter what we deal with we must also deal with the occasional upset customer (whether we like it or not).
Advertisement
Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Experience Matters
MAY 9, 2018
We’ve heard from many of our readers that they often use our blog content, especially our videos, as part of their team meetings. They find that the information we share can initiate powerful discussions. We decided to more actively support this usage with a new offering, CX Sparks. These are free guides that we’ve created to help you drive stimulating discussions.
GetFeedback
MAY 9, 2018
This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. A consumer survey by Imprint Plus found that 32.5% of all shoppers prefer to shop online and another 37.8% prefer a mixture of both online and in-store.
InMoment XI
MAY 9, 2018
Employee Experience (EX) Monitoring As an HR Professional, a senior leader, or an engaged employee at large, you may find yourself asking, “What can I do to engage those around me?” Employee Engagement doesn’t have to be difficult to measure, but it can be challenging for anyone in an organization to take on the initiative. View Article.
QuestionPro Audience
MAY 7, 2018
We happily admit it: here at QuestionPro Audience, we are research and data nerds. We love to know the latest research, and if it’s in an informative and easy-to-read infographic, even better! We’ve compiled this week’s best infographics, for your reading and visual pleasure. Enjoy! 1 – MUSIC’S GENDER GAP . Last.fm compared their listening data to awards and festivals from the last 16 years to find out if female artists are being rewarded as much as they are being listened to.
Advertisement
Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
CX Accelerator
MAY 8, 2018
Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. What roles would they play? Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? Or would your agents be more like sword-wielding fighters, battling to defeat angry customer ogres before they burn your contact center to the ground?
Alida
MAY 8, 2018
Chief marketing officers take note: If there’s one thing you want to excel at in your next annual performance review, it’s customer experience. . Recent research released by the CMO Council found that increasing customer empowerment is “heightening the job security risks of chief marketing officers (CMOs), who are struggling to keep up with new digitally driven ways to engage, satisfy and enrich the experience of more mobile, savvy and fickle consumers.”.
InMoment XI
MAY 7, 2018
A comprehensive CX strategy is incomplete without industry benchmarks and competitive data. Benchmarking your CX scores against other companies in your industry will allow you to identify areas for improvement along with areas to identify your advantages. This will ensure you not only make better decisions, but the right decisions for your CX program.
ijgolding
MAY 10, 2018
I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’ No – is the simple answer. When customer experience is your passion; your vocation; and you have a desire to share thought, knowledge and opinion; then identifying suitable topics to write about is
Speaker: Lauren Barash, Vice President, Brand Marketing
In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program
Customer Bliss
MAY 7, 2018
They share freely. They have our back. They are there, in good times and bad. They always have our best interest in mind. They are brave. This describes our moms. It also describes companies who follow her lead in how they grow their business. The lessons we learned as kids stick with us. And often they have our mom’s face all over them. Her lessons, her rules, and her sayings are still in our heads.
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
CX Journey
MAY 9, 2018
Image courtesy of Quadient Where does your company put a greater focus, on acquiring new customers or on retaining existing customers? It seems there ought to be a balance, or a shift in balance, no? The old debate stands: should companies focus on customer acquisition over retention ? Despite the fact that the cost of bringing in new customers is much higher than the cost to keep existing customers, companies place a disproportionate focus on marketing and advertising in order to attract new cu
IntouchInsight
MAY 9, 2018
Meet the latest addition to the Intouch product family, our customer experience management software, LiaCX.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
NICE inContact
MAY 9, 2018
Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! And in the midst of all this, agent productivity has improved, average call handle time has been reduced by 30% and call transfers have been reduced by 5%. This is MoneyGram International since it unified all 11 contact centers with a single solution, NICE inContact’s CXone integrated CX cloud platform.
GetFeedback
MAY 8, 2018
Great customer support is about to sustain your business. Why measure is about quality, not quantity. Learn how to measure .
Omnicus
MAY 8, 2018
Create a seamless customer experience to boost your revenue.
Expert insights. Personalized for you.
200 
Let's personalize your content