Zonka Feedback

OCTOBER 7, 2020

NPS 59

NPS Feedback How To Customers 59

ShepHyken

OCTOBER 9, 2020

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.

Retail 142

Retail Customer Experience Multi-Channel Omni-Channel 142

Helen Dewdney

OCTOBER 9, 2020

Brands 93

Brands 93

GetFeedback

OCTOBER 5, 2020

The common reasons online shoppers abandon their carts and how to overcome them.

How To 397

How To 397

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Report

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Sounds easy, doesn’t it?

Marketing 194

Marketing NPS Net Promoter Score Effort Score 194

NICE inContact

OCTOBER 8, 2020

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them.

Technology 157

Technology Financial Interaction Multi-Channel 157

GetFeedback

OCTOBER 8, 2020

Simplifying CX YouTube series video on how to use the CES metric.

Effort Score 273

Effort Score Metrics How To Video 273

BlueOcean

OCTOBER 6, 2020

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Steve DiGioia

OCTOBER 8, 2020

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional, some are relaxed and carefree, and some are “by-the-book” without showing much emotion and simply going through the steps of service.

Tips 147

Tips How To Connections Customers 147

Speaker: Amanda Adams, Fractional CFO, CPA

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Data

NICE inContact

OCTOBER 7, 2020

Businesses are sitting on a gold mine of information, go talk to your Gen X-ers. Listen to what they have to say about the experience you should be delivering, and how you can deliver it. Then empower them to make it happen! Learn about all the considerations and how to keep not just your contact center, but your customer service experience, ahead of the game.

Contact Center 156

Contact Center Customer Service Customer Experience Customers 156

Beyond Philosophy

OCTOBER 8, 2020

You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Today, we offer you the five rules of reducing costs to help you make it through what we will likely call the COVID-19 Recession. We discussed these five rules on a recent podcast.

Customer Focused 173

Customer Focused Call Center Consulting Measurement 173

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

Tips 173

Tips Customer Service Brands Customer Retention 173

ShepHyken

OCTOBER 7, 2020

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.

Customer Service Training 167

Customer Service Training Training Customers Customer Service 167

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Voice of Customer

NICE inContact

OCTOBER 5, 2020

Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders. It's pretty clear when a customer service manager is or isn't producing results. Just look at the KPIs.

Call Center 156

Call Center Customer Satisfaction Measurement Data 156

CXS

OCTOBER 7, 2020

The comprehensive accessibility service platform, eSSENTIAL Accessibility, shares with us their practical guide on how to bring your digital properties into compliance with the latest Web Content Accessibility Guidelines (WCAG). What is WCAG? The Web Content Accessibility Guidelines (WCAG) provides technical specifications … The post A Practical Resource Guide for Achieving Digital Accessibility Compliance appeared first on CX 2020.

Resources 130

Resources Guidelines How To 130

Alida

OCTOBER 5, 2020

"Members of an insight community are biased. Survey results aren’t really representative. ”. We hear this a lot. This statement often stems from the belief that by maintaining anonymity and surveying a general population sample, researchers will find the unbiased truth. (Spoiler: there's no such thing!). However, times have changed and perceptions toward research sample should evolve as well.

ROI 130

ROI Survey Trends Brands 130

Horizon CX

OCTOBER 3, 2020

Mastering the rudiments or basics of just about any pursuit can be critical to overall success. That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). Could the difference between a customer experience professional and a customer experience novice simply be that the expert is much better and more effective at the rudiments—the basic tasks that are fundamental to that skill?

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

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

OCTOBER 7, 2020

Customer Journeys 273

Customer Journeys Customers 273

CXS

OCTOBER 7, 2020

In an article written by eSSENTIAL Accessibility, a sponsor of the Customer Experience Strategies Summit, describes the importance of accessibility during a brand digital transformation. While many brands are focused on transforming processes and strategies into a digital-focused world, certain … The post Digital Transformation and Digital Accessibility appeared first on CX 2020.

Strategy 130

Strategy Brands Customer Experience Customers 130

Wired and Dangerous

OCTOBER 5, 2020

We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse-drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.

Meeting 127

Meeting Comparison Touchpoint Customers 127

ShepHyken

OCTOBER 6, 2020

A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.

Customer Experience 125

Customer Experience Brands Technology Resources 125

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

Heart of the Customer

OCTOBER 3, 2020

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.

Culture 109

Culture Customer Experience Tips Customers 109

CXS

OCTOBER 7, 2020

With mandatory closure caused by the pandemic, online sales rise making the online customer experience important for many brands. It’s “make-or-break” for businesses when creating a great user experience, and that’s why implementing tools that help improve accessibility is strongly … The post Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible appeared first on CX 2020.

Retail 130

Retail User Experience Sales Tools 130

Talkdesk

OCTOBER 8, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

Banking 119

Banking Strategy Contact Center Chatbots 119

One Millimeter Mindset

OCTOBER 8, 2020

When you use shifting story narratives to persuade, justify or invite people to join your story, the effect is just the opposite. Instead of saying yes, they can become skeptical: of you, your solution and even your organization. Why? Because people do not intellectually or emotionally co-invest in stories that shape-shift. And considering that, overall, trust is at a premium these days, what stories are you telling?

Entertainment 117

Entertainment Leadership Communication Connections 117

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

Totango

OCTOBER 6, 2020

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

Customer Success 109

Customer Success Customers Measurement Communication 109

CXS

OCTOBER 5, 2020

We all know that a well-oiled customer service machine is a business imperative, but how do you know if yours is designed for maximum efficiency? While your customer service agents represent the single biggest cost in your contact center, there … The post How to Scale Your Business and Customer Service Program for Maximum Efficiency appeared first on CX 2020.

Customer Service 130

Customer Service How To Contact Center Customers 130

Talkdesk

OCTOBER 5, 2020

The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. As the dust settles and planning begins for the next fiscal year, the focus is now on how businesses can remain cost-efficient in these very uncertain times.

Analysis 119

Analysis Contact Center Call Center Policies 119