Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

eglobalis

JANUARY 27, 2021

Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.

Technology 171

Technology Customer Experience Customers Measurement 171

TechSee

JANUARY 26, 2021

The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandem

Trends 124

Trends Customer Service Contact Center Financial 124

Kerry Bodine

JANUARY 27, 2021

Never in my life have I witnessed so many people collectively anticipate the turn of a calendar page. Yet many of the challenges from 2020 still remain. And, at least here in the United States, we’ve ushered in the new year with political turmoil that almost guarantees the year ahead will give 2020 a run for its money. Still, the turnover to a new year brings with it a sense of optimism.

eBook 317

eBook Customer Experience Professionals Customer Experience Resources 317

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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.

Customer Experience

GetFeedback

JANUARY 26, 2021

Become an NPS expert with our comprehensive 4-week email course.

Net Promoter Score 432

Net Promoter Score NPS Course Tools 432

Lumoa

JANUARY 25, 2021

In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. What is a Rating Scale? A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement. Responders are typically asked to choose from a range of options — which are scaled between two extremes— like Excellent to Terrible.

Examples 208

Examples Survey Net Promoter Score Effort Score 208

NICE inContact

JANUARY 24, 2021

Globally, organisations experienced major business disruption over the course of 2020, and for contact centres, it was no different. Across the industry, we’ve seen a significant shift in the way that contact centres are managed, and how leaders and agents are responding to changing customer behaviours and needs. This shift will likely continue as we settle into the new normal and will impact two of the key factors in how we Work from Anywhere: people and technology.

Contact Center 206

Contact Center Trends Course Industry 206

Kerry Bodine

JANUARY 23, 2021

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. The timing was fortuitous. I had recently moved back to San Francisco and, after a less-than-fulfilling detour into the world of marketing and advertising, was doing some soul searching about my next career move. I also had a trip to New York City scheduled for the following week.

Advertising 177

Advertising Customer Centricity Retail Culture 177

GetFeedback

JANUARY 26, 2021

How Carrefour relies on Voice of the Customer to continuously improve CX and strengthen its customer-centricity.

Customer Centricity 195

Customer Centricity Customer Experience Customers 195

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

Call Center

Steve DiGioia

JANUARY 28, 2021

Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.

Tips 173

Tips Training Customer Experience Customers 173

NICE inContact

JANUARY 26, 2021

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable.

Call Center 156

Call Center Contact Center Customers Management 156

SuiteCX

JANUARY 29, 2021

Centers of Excellence are popping up all over the place in the corporate world. What does that term even mean? How do you know you are not only excellent, but at the center? Who do you bring in? Who do you leave out? When I landed at Delta Dental of California, CX was still in its infancy at the company. A voice of customer program had been set up, and some relationship and transactional surveys were underway.

Customer Journeys 162

Customer Journeys How To Insurance Call Center 162

GetFeedback

JANUARY 26, 2021

Carrefour setzt mit VoC auf die Stimme des Kunden, um die Kundenerfahrung kontinuierlich zu verbessern und seine Kundenorientierung zu stärken.

Customers 150

Customers 150

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.

Data

Beyond Philosophy

JANUARY 29, 2021

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience. When faced with this expectation from my clients, I think of what Prime Minister Winston Churchill told his cabinet after the election: “I have nothing to offer but blood, toil, tears, and sweat.” People read books and

Customer Experience 158

Customer Experience Customer Journeys Software Customers 158

NICE inContact

JANUARY 27, 2021

There's more than its products contributing to Wine Country Gift Baskets' growth. The company’s philosophy informs its everyday practices, which are built around a family-based culture, relationships, the quality of its interactions with customers, and the tools it provides to workers. And with baskets being ordered by and shipped to customers all over the world, the company’s contact center is central to its customer satisfaction and success.

Connections 156

Connections Contact Center Customer Satisfaction Culture 156

Comm100

JANUARY 29, 2021

By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences.

Chatbots 131

Chatbots Technology Social Media ROI 131

Alida

JANUARY 26, 2021

ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders. After a much-needed and well-deserved break for the holidays, the Alida team came back and hit the ground running to deliver our first product release of 2021.

130

130

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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.

Customers

ShepHyken

JANUARY 25, 2021

Each week I read a number of 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. “I Wish the CEO Would Try and Open This F@#!* Package” by Chip Bell. (Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.

Customer Service 155

Customer Service Guest Experience Loyalty Programs Hospitality 155

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology How To Video Customer Service 127

One Millimeter Mindset

JANUARY 28, 2021

The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together. Our focus is change: you either are open to change or you just do not want to deal with it.

Innovation 121

Innovation Leadership Consulting Tips 121

Integrity Solutions

JANUARY 28, 2021

It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.

Sales 119

Sales Comparison Training Culture 119

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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?

Customer Experience

ShepHyken

JANUARY 27, 2021

I was recently asked what three traits I think are most important for someone in customer service to have. I’d like to broaden the topic to anyone dealing with someone else’s problem or question, be it a customer or another person inside the organization, also known as an inside customer. My response to the question was quick: Empathy , which I have chosen as The Word of the Year.

Customer Service Training 138

Customer Service Training Training Customer Service Meeting 138

The DiJulius Group

JANUARY 27, 2021

It is the Service Stupid | How one company increased profit by $400k a month by improving customer experience 4 Quick Tips to Help you Make Price Irrelevant 1. It is the Service Stupid A small number of companies have now redefined what customers expect from brands. In short, the most successful companies in the. Read Full Article. The post Want to Know the Secret?

Tips 119

Tips Groups Customer Expectations Brands 119

Russel Lolacher

JANUARY 25, 2021

Are you taking the necessary approach to build customer trust? . “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett. Trust is essential in any good and great relationship. The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers.

Social Media 119

Social Media Government Fashion Engagement 119

Zeisler Consulting

JANUARY 28, 2021

Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers. As such, your insights and thoughts are incredibly valuable to us.

Resources 93

Resources Course Customer Satisfaction System 93

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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?

Customer Experience

ShepHyken

JANUARY 26, 2021

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.

Call Center 118

Call Center Contact Center Loyalty Interaction 118

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. True illustration fr Kate Nasser The People Skills Coach™. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com.

Sales 109

Sales Customer Service Customers Customer Care 109

Vanilla Forums

JANUARY 25, 2021

Today is #CMAD or Community Manager Appreciation Day. It takes place every 4th Monday of January, and is meant to recognize and celebrate the efforts of community managers. In fact, it dates back to 2010, when Jeremiah Owyang wrote this.

Management 108

Management 108