MyCustomer

JUNE 3, 2021

Engagement What would you say if asked "Is CX worth it?

Customer Experience 82

Customer Experience Engagement Customers 82

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.

B2B 59

B2B Touchpoint Customer relationships Customers 59

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.

How To 59

How To Brands Customer Experience Customers 59

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution. Over the past several decades, I have managed over 250 projects, and am currently serving as the President of Consight Marketing Group.

B2B 200

B2B B2C Brands Consumers 200

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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

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

Net Promoter Score 246

Net Promoter Score Average Handle Time Effort Score Customer Satisfaction 246

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel your use of customer journey maps and optimize the experience at every touchpoint.

Customer Journeys 221

Customer Journeys Touchpoint Customers Customer Experience 221

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.

Chatbots 177

Chatbots Examples Contact Center Tips 177

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.

Course 177

Course Video ROI Customers 177

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.

Tips 130

Tips Leadership Innovation Communication 130

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

GetFeedback

MAY 31, 2021

Actionable insight to uplevel how you listen to customers, understand their needs, and take action to improve the customer experience.

Customer Experience 195

Customer Experience Tools Customers 195

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.

Consulting 147

Consulting Customer Service Customer Experience Interaction 147

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.

Self Service 109

Self Service Customer Service Video Consulting 109

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.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

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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

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your use of technology and tools for optimizing the customer experience.

Tools 221

Tools Technology Customer Experience Customers 221

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.

How To 139

How To Retail Advertising Customer Service Training 139

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.

Software 111

Software System Interaction Customer Service 111

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.

Leadership 116

Leadership Innovation Consulting Strategy 116

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

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your approach to gaining leadership buy-in for your customer experience program.

Leadership 195

Leadership Customer Experience Tools Customers 195

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

Customer Service 136

Customer Service Effort Score e-support Chatbots 136

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.

Software 105

Software Tools Exercises Tips 105

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.

Omni-Channel 101

Omni-Channel Retail Consumers Trends 101

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

GetFeedback

JUNE 1, 2021

Actionable insight to uplevel and transform your employee experience program.

Employee Experience 221

Employee Experience Tools 221

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.

Hospitality 88

Hospitality Marketing Meeting Company 88

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?

Course 88

Course Survey Data ROI 88

Help Scout

JUNE 1, 2021

As a small business, keeping up with customer support can be a tough task. Though standard email applications like Gmail or Outlook may work initially to manage incoming customer requests, they don’t work as a long-term solution. You need a specialized tool. Help Scout’s small business help desk software lets you create stronger customer relationships, save time, and increase team productivity.

Self Service 99

Self Service Software Knowledge Base Ecommerce 99

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

GetFeedback

MAY 31, 2021

Actionable insight to uplevel your customer experience strategy approach.

Strategy 221

Strategy Customer Experience Customers Tools 221

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.

Social Media 98

Social Media Touchpoint Customer Journeys Contact Center 98

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.

Financial 98

Financial Management B2C Customer Service Representative 98