Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

GetFeedback

MAY 24, 2020

The most prominent challenges of running a cross-functional CX team and how to overcome them.

How To 411

How To 411

Alida

MAY 27, 2020

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Study 130

Study Trends How To Report 130

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.

Policies 328

Policies Tips Customers Groups 328

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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

C3Centricity

MAY 25, 2020

Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. . In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! However, in working with clients around the world as well as in numerous industries, I have found that many are lost by the wealth of information that is available to them.

Technology 194

Technology Analysis Data Consumers 194

InMoment XI

MAY 28, 2020

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction. With text analytics, businesses have the power to collect, store and.

Analytics 195

Analytics Customer Satisfaction System Technology 195

Experience Matters

MAY 27, 2020

As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S. consumers a number of questions about their attitudes and activities. Health Concerns And Trusted Information Sources We wanted to understand how consumers feel about their personal health risk and where they turn for information.

Consumers 188

Consumers Customer Experience Customers 188

NICE inContact

MAY 27, 2020

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Contact Center 177

Contact Center Customers Management Call Center 177

GetFeedback

MAY 26, 2020

Vincent Wermus, Directeur Produit, nous explique pourquoi il a choisi d’implémenter une solution Voix du Client au moment de la refonte du site Travaux.com.

195

195

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Data

Experience Investigators by 360Connext

MAY 26, 2020

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a new experience for everyone.

Customer Journeys 143

Customer Journeys Net Promoter Score NPS System 143

Steve DiGioia

MAY 28, 2020

As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers. These tips are called “Tips on Thursday” The goal of these tips is to provide my dedicated readers with actionable tips that can be shared with their friends and fellow employees and can be used in any industry to start their day with a focus on providing the BEST service and experience for their customers.

Tips 147

Tips Leadership Groups Tools 147

NICE inContact

MAY 25, 2020

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Contact Center 177

Contact Center Industry Customer Service Company 177

Storyminers

MAY 27, 2020

GALILEO is the name of the digital agency my business partner, Jackie Goldstein, and I started in 1992. We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Galileo defied the Church; for that he was excommunicated and lived his last years under house arrest.

Travel 147

Travel Innovation Video Employee Experience 147

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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

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

Calabrio

MAY 26, 2020

As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe. Yet it can be easy to forget these achievements with the vast majority of our original plans thwarted. As a world, we are slowly testing how to return to some sense of normalcy.

Leadership 130

Leadership Financial Culture Communication 130

NICE inContact

MAY 27, 2020

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Contact Center 156

Contact Center Customers Management Call Center 156

Storyminers

MAY 27, 2020

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. As soon as you leave the store, your order is totaled, your Amazon prime account is charged, and you get a receipt on your mobile phone.

Retail 147

Retail Technology Video Tools 147

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

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Comparison 148

Comparison Travel Training Metrics 148

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.

Video 133

Video Customer Service Training Training Customer Service 133

NICE inContact

MAY 25, 2020

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Contact Center 156

Contact Center Industry Customer Service Company 156

Storyminers

MAY 27, 2020

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient.

Omni-Channel 147

Omni-Channel System Case Study Leadership 147

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

TechSee

MAY 26, 2020

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.

Travel 109

Travel Customer Centricity Metrics Customer Satisfaction 109

ShepHyken

MAY 26, 2020

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Top Takeaways: Many customers believe that companies don’t care about customer service.

Contact Center 122

Contact Center Customer Service Representative Omni-Channel Technology 122

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Storyminers

MAY 27, 2020

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, a lot of people overlook one key element in the equation; the customer.

Measurement 147

Measurement Advertising Competitive Advantage Customers 147

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

Heart of the Customer

MAY 28, 2020

“All creativity should communicate in a nanosecond.” So says George Lois, the “original Mad Man of Madison Avenue,” in his book, Damn Good Advice (for people with talent). He’s talking about advertising, but his recommendation applies to any organizational communication – especially in customer experience. There’s no time to waste I’ve written about the […].

Advertising 103

Advertising Communication Customer Journeys Customer Experience 103

One Millimeter Mindset

MAY 26, 2020

Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. And your adrenaline-driven rush during March only represents the front end of the pandemic bell curve. Not the entire cycle. And, Memorial Day comes and goes.

Exercises 113

Exercises Communication Measurement Tools 113

Integrity Solutions

MAY 28, 2020

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. It’s motivating and rewarding. However, the allure of “getting the win” can also be a potential trap for some of us.

Sales 111

Sales Customers B2B Connections 111