What would you say if asked "Is customer experience worth it?"
MyCustomer
JUNE 3, 2021
Engagement What would you say if asked "Is CX worth it?
Sat.May 29, 2021 - Fri.Jun 04, 2021
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5 Ways to Develop Trust with Your B2B Customers
Team Support
JUNE 1, 2021
People do business with people they like. That’s about the oldest known business strategy! And it still holds true today, particularly in B2B environments, although it may look a little different today than it did back when (quarterly business reviews over a Zoom call versus a two-martini lunch, for example). Just as any relationship takes time to build, developing a trust with your customers that feels almost like a friendship will take time as well.
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What CX Skills Are Most Important & How To Achieve Them
Doing CX Right
MAY 30, 2021
If you want to transform your brand & gain a competitive edge, you need to elevate your customer experience skills & hire the right people. The post What CX Skills Are Most Important & How To Achieve Them appeared first on Doing CX Right.
Live Chat KPIs are Essential – But How Can You Get Agents Onboard?
Comm100
MAY 31, 2021
While tracking and measuring live chat KPIs is essential, it’s not always so easy to get your agents to understand why this matters and to get them onboard with your targets. But it’s completely worth the effort. A decade-long study involving 100,000 teams found that increasing employee engagement can generate up to 18% more sales. Here are five top tips to help you get your agents engaged and onboard with your KPIs and lead your team on a journey to live chat excellence. 1.Set measurable and cl
3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience
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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.
How Alida Stands Out in a Crowded Customer Feedback Management Market
Alida
MAY 31, 2021
As genuine connection between customers and brands becomes increasingly more important, more and more companies are turning to customer experience (CX). After the ups and downs of 2020, CX is a hot topic—and you can tell by how crowded the market is. There are over 100 vendors that offer CX services, including Alida.
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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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CX maturity playbook: Customer journey mapping
GetFeedback
JUNE 1, 2021
Actionable insight to uplevel your use of customer journey maps and optimize the experience at every touchpoint.
Best examples of chatbots and what makes them great
NICE inContact
JUNE 2, 2021
If you're new to chatbots, it can be difficult to envision where a bot makes sense in your organization's customer journey. Looking at how other companies have deployed and are successfully using bots will be both helpful and can inspire you to move forward with your own solution. This article will provide real-life examples of effective chatbots plus tips for identifying and implementing the best chatbot for your contact center.
SWAGGER Magazine: Standing out in a Sea of Content
Alida
JUNE 3, 2021
(Part 1 of 4). SWAGGER Magazine is North America's leading, digital-first, modern men's luxury lifestyle magazine. They help build their readers' confidence by providing them a pulse on the latest trends in fashion, grooming, entertainment, travel, culture, automotive, and more. They are a Toronto-born publication with teams across the US and Canada with growing audiences in key urban North American cities.
Top 10 Reasons To Enroll In “Customer-Powered Profits”
Kerry Bodine
JUNE 3, 2021
If you’re looking to level up your customer experience skills, you need to check out my online course, Customer-Powered Profits: 10 Lessons To Unlock The Potential of Customer Experience. Need a reason to click that link? Here are 10! I make customer experience concepts simple. You won’t find any highfalutin language or academic explanations in my course.
Manual Call Reviews? There's a Better Way!
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
CX maturity playbook: Listen, understand, and act
GetFeedback
MAY 31, 2021
Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.
Good Leaders Never Want To Be On the Email Chain – Tip #32
Steve DiGioia
JUNE 3, 2021
I once worked for a boss who led through intimidation. Whenever there was an issue to be resolved or a problem that’s taking longer than expected to figure out, he would say “Send (name) an email and “CC” me”. He thought that, just because the boss was copied on the email, it would make the email recipient respond quicker and act on the request right away.
Amazing Business Radio: Natalya Berdikyan
ShepHyken
JUNE 1, 2021
The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience. Top Takeaways: There are two types of energy: Catabolic energy (levels 1 and 2) is the draining and destructive energy.
6 Pain Points Faced by Gig Customer Service and How Vision Can Solve Them
TechSee
JUNE 1, 2021
The gig economy is exploding, spawned by well-known apps such as Fiverr , TaskRabbit , Thumbtack , and Upwork that serve as digital marketplaces where an independent worker can be hired for a short-term project or task on-demand, also known as a gig. What is Gig Customer Service? This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis.
Turn Payments Into Personalization: Unlock the Value of Transaction Data
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.
CX maturity playbook: Technology and tools
GetFeedback
MAY 31, 2021
Actionable insight to uplevel your use of technology and tools for optimizing the customer experience.
Six Steps to Contact Center Digital Transformation: A Framework for CX Modernization
UJET
JUNE 4, 2021
Ready to modernize your own contact center? Get the jump on your competitors by downloading our free Digital Transformation Roadmap. The concept of digital transformation isn’t new. But for businesses that rely on customer service and experience as a competitive advantage, COVID-19 has underscored the need for digital transformation frameworks that can definitively help these complex changes succeed.
How to Compete with Amazon
ShepHyken
JUNE 2, 2021
Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. This is actually good for everyone.
What is an IVR?
Cyara
JUNE 3, 2021
“To speak to an agent, please press one.” Whether as a customer, manager or agent, we’ve all experienced an Interactive Voice Response (IVR) system. This customer service solution has been around for decades — first as pre-recordings now typically as software — and it can help with everything from reducing agent call loads to cutting costs.
The Ultimate Guide to Monetizing Customer Learning
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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.
CX maturity playbook: Leadership buy-in
GetFeedback
MAY 31, 2021
Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.
Are You Perceived As Being Too Easy To Work With?
One Millimeter Mindset
JUNE 2, 2021
Are you perceived as being too easy to work with? Think about it. Yes, you focus on being a team player. And you always try to do “whatever it takes” to acquire and/or serve colleagues and customers. Yet colleagues and clients just do not take you as seriously as you wish to be regarded (and respected). Why? In your quest to be regarded as easy to work, you can fall into these two professional pitfalls.
5 Top Customer Service Articles of the Week 5-31-2021
ShepHyken
MAY 31, 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. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands li
What to Expect When Shopping for Support Software
Help Scout
JUNE 3, 2021
Every time I need to buy a pair of jeans, I trick myself into thinking it’ll be an easy process. I’m sure I can simply order from the last place I bought them or just check a few stores. Inevitably, the place I ordered from last time changed something about the fit or material, and the in-store options are lacking. I end up making a bunch of trips, printing out shipping labels like it’s a part-time job, and still have no denim to show for the trouble.
What Does it REALLY Mean to Put CX First?
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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?
CX maturity playbook: Employee experience
GetFeedback
JUNE 1, 2021
Actionable insight to uplevel and transform your employee experience program.
#02: From Hospitality to Performance Marketing: Lessons Balbina Knight Learned to Achieve Career Purpose and Growth
Michel Falcon Experience
JUNE 3, 2021
To listen to the podcast on an Apple device, click here. To listen to the podcast on another device, click here. Meet Balbina Knight, she… The post #02: From Hospitality to Performance Marketing: Lessons Balbina Knight Learned to Achieve Career Purpose and Growth appeared first on.
Are Your “Averages” Obscuring Your CX Opportunities?
Heart of the Customer
JUNE 2, 2021
If I could only ask you one question to determine if you’re a Change Maker, it would be this: “Tell me about your data.” Most of the more than 100 CX pros we interviewed in the course of our research last year responded with, “What do you mean?” Or they only mentioned survey data. But […]. The post Are Your “Averages” Obscuring Your CX Opportunities?
The time is now for omnichannel retail: 2021 consumer trends
delighted
JUNE 3, 2021
Shopping patterns in the US have changed dramatically since January 2020, when the first coronavirus case was reported in the US. Consumer spending plunged amidst lay-offs and shelter-in-place orders. Over a 100 retail chains pulled down their shutters temporarily in March and April 2020 and unemployment skyrocketed. However, this decrease in spending did not affect all retailers equally.
Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience
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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?
CX maturity playbook: Customer experience strategy
GetFeedback
MAY 31, 2021
Actionable insight to uplevel your customer experience strategy approach.
Chief Experience Officer: the next-generation CMO
BirdEye
JUNE 4, 2021
The customer journey has changed drastically over the past decade. These days, customers expect seamless experiences across digital touchpoints and instant responses to their messages. Despite these changes, many businesses maintain the same leadership structure they have had for decades. Traditionally, CMOs were responsible for growing revenue and building brand awareness.
Financial Services Remains a People Business: What Global Customer Relations Managers Need to Know
CSM Magazine
JUNE 4, 2021
Tom Meder, Managing Director at ViewTrade Securities explains why artificial intelligence will never be able to replace humans in driving results in the financial services industry. It is the twenty first century, though no matter how much technology you put into the hands of your business-to-business (B2B) or business-to-consumer (B2C) clients, we cannot ignore the tremendous value of the human element in driving results.
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