The Key to Cultivating Loyalty: Taking Action on Customer Feedback
IntouchInsight
AUGUST 22, 2019
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263 5 Challenges Customer Service Managers Face Today
CSM Magazine
AUGUST 22, 2019
Check out these five challenges currently facing Customer Service Managers on the quest for top-rated customer service. The field of customer service is a constantly evolving one, particularly as technology advances continue to come at a fast and furious pace. While this can present new opportunities for companies in terms of their customer service, it can also create new challenges that must be overcome.
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Are You Stepping Up to the Challenge? Prepare for Disruptions and Adapt to Consumer Behaviors
Customer Bliss
AUGUST 22, 2019
As a CX practitioner, I continue to see how technology ushers in disruptions across retail and other B2C service industries, but I want you to remember that customer behavior is the actual impetus for these disruptions. I thought this concept would be worth briefly discussing (and revisiting), especially as I came across NJ Goldston’s, 5 Strategies on How to Stay Ahead of Customer-Driven Disruption on Forbes.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
You say you want a Revolution?
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.
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Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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10 reasons why businesses enjoy the benefits of test marketing
QuestionPro Audience
AUGUST 20, 2019
Test marketing is defined as a strategy used by companies to check the viability of their new product or a marketing campaign before it is being launched in the market on a large scale. It is used across the business world to find out what consumers want and need in their everyday lives. It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation
It Turns Out, Customers LIKE Email
NICE inContact
AUGUST 21, 2019
As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out customers like. email. And they like it more than companies think they do.
Creating a Customer-Centric Culture: Share Data with Purpose
CloudCherry
AUGUST 19, 2019
Photo by Austin Distel . Photo by Oleg Laptev . Even just 20 years ago, the job of “Chief Customer Experience Officer” at companies like a regional credit union, a large insurance company, or national retail organization was unheard of. Today, this new job function is evidence of one of the most important competing factors in today’s business environment: customer centricity.
I’m Sorry, We’re a Little Short-Handed Today
Steve DiGioia
AUGUST 19, 2019
never ever say that to a customer I went to my local Petco store last week to buy a few more guppies for my fish tank. I got this tank for my kids a few years ago but they never bothered to look at the tank and I don’t think they’ve ever even fed the poor fish. But that’s another story. Anyway, since there wasn’t anyone in the fish department to help me, I went to the cashier to ask if he could please get someone to help me.
4 HR Predictions for 2025: Supercharge Your Employee Experience with Internal Communications
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
7 risks of a bad research sample
QuestionPro Audience
AUGUST 22, 2019
The purpose of customer research is to develop new knowledge about the market. In order to do this, surveys must be designed to gather accurate, reliable data about customer preferences, from the right research sample. Then, the collected data are analyzed to produce new insights. The quality of information and insight that one can extract from marketing research will determine the success or failure of the product or service.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Top 10 Things to Assess on Your Contact Center Vendor Site Visit
BlueOcean
AUGUST 21, 2019
Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side including the sourcing professionals who make their living running RFPs.
How to Keep Members Engaged & Excited about Your Member Hub
Alida
AUGUST 21, 2019
Craig Troop, Deputy Director of Research, and Carol Powanda, Research Analyst at the Pennsylvania Lottery share these tips based on their experience leading the PA Lottery Insiders insight community. They involve their players early on in the product life cycle in an effort to optimize games and accelerate innovation.
2024 State of Customer Education Report
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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.
Amazing Business Radio: John Rossman
ShepHyken
AUGUST 20, 2019
Think Like Amazon. Innovation from the World’s Leading Customer-Obsessed Company. Shep Hyken interviews John Rossman. They discuss John’s new book, Think Like Amazon , and how to utilize the key factors that drive Amazon’s success. The Interview with John Rossman: Innovation and success come from developing and committing to systems. Be deliberate in how you approach your work and have a “playbook” you can pull from for any situation.
Building a CX Dashboard
CX Accelerator
AUGUST 19, 2019
If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets.
Do you say you want a Revolution?
CloudCherry
AUGUST 22, 2019
Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. And- trust us- it’s a Revolution you want to be a part of. From Amazon to Uber, to the travel convenience of a guitar that folds in half (no, we’re not joking), companies and products that are truly making a mark know that convenience is king.
How Spark Aligned its Approach to Frontline Training, Recognition, and Rewards with Excellence in Customer Outcomes
InMoment XI
AUGUST 19, 2019
Creating a Measurable Training Initiative To drive a customer centric culture, Spark overhauled its approach to frontline training, recognition and rewards to align with excellence in customer outcomes. Launching a scalable, personalised development framework grounded in team sourced best practices has increased staff knowledge and engagement levels.
Less Stress, More Success: Accounting Best Practices & Processes for 2025
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
How #socialmedia is changing the marketing landscape
QuestionPro Audience
AUGUST 20, 2019
Social networking and social media are no longer in their infancy. As these platforms keep on developing quickly, they become significant bits of the online design and experience that reshape how brands engage with their consumers. In the world of business, marketing has always been of primary importance. In days gone by, marketing was all about the conventional methods that had been around for a very long time.
How to win new customers with better experiences – Part 2
Kayako
AUGUST 22, 2019
In our previous post we talked about what customers were expecting from companies they did business with. In this post we will cover the steps you must take as a business to ensure you’re doing everything you can to remain relevant to your customer at each step of their journey. At a high level, the customer journey looks like the following five steps we identified in the previous post – Awareness, Research, Evaluation & Trial, Purchase, and finally Customer success and Support.
Contact Center Benchmarks Provide Continuous Improvements
NICE inContact
AUGUST 19, 2019
How do you know how your organization is really doing? How you stack up against external standards and industry peers? That you’re taking the right steps towards improvement in the contact center and beyond? Contact center benchmarks , that’s how. You’ll learn the answers to these and other important questions in this informative and insightful webinar featuring two dynamic presenters: Angie Luckey-Succes – Director of Client Experience, Landauer, Inc.
What Can You Do To Create a Better Experience For Your Customers?
ShepHyken
AUGUST 21, 2019
If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. It’s universal—I don’t know of anyone that hasn’t been in a taxi. If for some reason they haven’t, I can’t imagine they don’t know what one is. In the story, I talk about the “amenities” the driver offered, which made me want to ride with him the next time I was in his city.
Frost Radar: Voice of Customer Analytics, 2024
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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.
The Secret of Creating Loyal Customers
Beyond Philosophy
AUGUST 23, 2019
I have a few things that drive me crazy in the business world. In this episode of The Intuitive Customer, we are going to talk about how organizations often define loyalty, and why I think they have it all wrong. It makes me upset when I think about it. Many, if not most, companies believe that when a customer gives you all their business, it means they are a loyal customer.
Get Rid of Opportunistic Fees & Improve Customer Experience
Customer Bliss
AUGUST 20, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. A drink of water from a bottle in my hotel room just cost me about 42 cents. Most big box stores sell a 24-pack of bottles like these for about eight bucks or 33 cents a bottle?
Managing Gen-Z and Millennials in the Contact Center
NICE inContact
AUGUST 23, 2019
Millennials – born between 1980 and 1995 – have been workforce rookies for the past 15 years, but there is a new kid in town, Generation Z. Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. While both generations have commonalities, it’s important to recognize the differences and how to cater your performance management strategy to their unique needs and preferences.
5 Top Customer Service Articles for the Week of August 19, 2019
ShepHyken
AUGUST 19, 2019
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. Which is Your CX Priority: Satisfied Customers or Profit? by Mary Drumond. (LinkedIn) What should your ultimate goal be when designing your customers’ experiences?
Prepare Now: 2025s Must-Know Trends For Product And Data Leaders
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Episode 62 – Treat Your Customer Service Representatives Like Royalty
Kristina Evey
AUGUST 21, 2019
Customer Self Help options and channels are on the rise – Studies suggest that as many as 76% of customers … Read More Episode 62 – Treat Your Customer Service Representatives Like Royalty. The post Episode 62 – Treat Your Customer Service Representatives Like Royalty appeared first on Kristina Evey.
7 Hacks For Your Small Business to Ensure Strong Customer Service and Customer Satisfaction
Joe Rawlinson
AUGUST 21, 2019
The first step to providing strong customer service is taken by ensuring that all employees within your company have an extensive knowledge of the inner and outer workings of your product or service. If the customer suspects that the person they’re talking too isn’t well-informed on their issue, they’ll quickly begin to lose trust in your company, which is something you want to avoid at all costs.
Digital Customer Service on a Shoestring
NICE inContact
AUGUST 21, 2019
A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer service is one of them.
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