Experience Investigators by 360Connext

OCTOBER 13, 2020

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website,

Strategy 62

Strategy Effort Score B2B Customer Success 62

ShepHyken

OCTOBER 16, 2020

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

Marketing 103

Marketing Customer Experience Survey Customers 103

Steve DiGioia

OCTOBER 15, 2020

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.

Tips 279

Tips Industry How To Company 279

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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

NICE inContact

OCTOBER 14, 2020

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.

Contact Center 264

Contact Center Strategy Consumers Connections 264

Storyminers

OCTOBER 12, 2020

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

Entertainment 245

Entertainment Government Groups Management 245

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. But what is it actually? In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. More and more companies are turning to customer-centric business strategies to differentiate themselves from the competition with customer experience.

Feedback 195

Feedback How To NPS Customer Centricity 195

TechSee

OCTOBER 13, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Meeting 202

Meeting How To Knowledge Base Contact Center 202

GetFeedback

OCTOBER 12, 2020

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273

Customers 273

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

Alida

OCTOBER 13, 2020

Customer advisory boards (CABs) are a great way for organizations to sit down with their high-profile customers and gather feedback and advice from this VIP audience. CABs present an opportunity to find out what you’re doing right and where adjustments could be made to better serve the needs of your most important customers.

Feedback 173

Feedback Customers Customer Insights 173

NICE inContact

OCTOBER 15, 2020

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?

Contact Center 156

Contact Center Call Center Trends 156

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Retail 357

Retail Customer Service Customers 357

Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167

Consumers Customers Insurance Tips 167

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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

CXS

OCTOBER 13, 2020

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide the way, Zendesk partnered with ESG Research to build … The post CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success appeared first on CX 2020.

Customer Experience 130

Customer Experience Company Customers 130

NICE inContact

OCTOBER 13, 2020

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

Contact Center 156

Contact Center Management How To Data 156

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

B2B 359

B2B Customer Experience Customers 359

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

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

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

Communication 136

Communication Tips Sales Customers 136

Chattermill

OCTOBER 12, 2020

Analysis 246

Analysis Feedback Data How To 246

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic.

Self Service 130

Self Service Customer Service Consumers Customers 130

Wired and Dangerous

OCTOBER 12, 2020

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

Entertainment 103

Entertainment Customers Interaction Customer Experience 103

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

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs.

Call Recording 113

Call Recording Trends Meeting Innovation 113

ShepHyken

OCTOBER 13, 2020

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Consumers 113

Consumers Brands Connections Customer Experience 113

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards.

Customer Success 130

Customer Success Call Center Sales Customers 130

dscout People Nerds

OCTOBER 15, 2020

Designers need to be mindful that they’re designing with their users and not just for them. Dr. Christina Harrington believes community-based participatory design can get us there. .

How To 111

How To 111

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

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com.

Communication 110

Communication Leadership Customer Service Customers 110

ProProfs Chat

OCTOBER 16, 2020

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.

Survey 105

Survey Tips Fashion Social Media 105

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Engagement 246

Customer Engagement Engagement Management Customers 246