How to Close Customer Feedback with NPS
Zonka Feedback
OCTOBER 7, 2020
Sat.Oct 03, 2020 - Fri.Oct 09, 2020
59 
Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?
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.
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How to Combat Shopping Cart Abandonment
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them.
Exploring CX Strategy and Technology Adoption: A Decision-Makers Chart
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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.
The 7 Keys to Word-of-Mouth Marketing
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?
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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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5 Rules for Driving Down Costs in a Customer-Focused Way
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.
How to use the Customer Effort Score (CES) metric
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric.
6 Simple Tips For Customer Service Emails With A Personal Touch
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.
Customer Disservice
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.
Signal-Based Selling: How to Leverage 4 Key Buying Signals
Advertiser: ZoomInfo
As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.
With CXone Technology, ECSI ‘Acts Like the Big Guys’
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.
Demystifying Customer Journey Mapping: Highlights From CX Leader Roundtable
GetFeedback
OCTOBER 7, 2020
Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?
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?
How to Make Your Customers Feel Important – Tip #19
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.
Evolving Beyond Intent: Create Customer Value with Signals
Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester
Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!
I’m Gen-X and I Don’t Want to Talk to You Either: Customer Service Secrets You Need to Know
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.
A Practical Resource Guide for Achieving Digital Accessibility Compliance
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.
Bias Is a Four-Letter Word
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.
Unlock the Future of Learning Growth and Retention at Cognition24!
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The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.
5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success
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.
The Power of Rudiments (Within CX)
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?
Digital Transformation and Digital Accessibility
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.
Are You Meeting or Exceeding Your Customers’ Thresholds for Service Delivery?
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!”.
Business Intelligence 101: How To Make The Best Solution Decision For Your Organization
Speaker: Evelyn Chou
Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.
Amazing Business Radio: Steven Van Belleghem
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.
Retail Reality: Now More Than Ever, Your Online Store Must Be Accessible
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.
Banking: 5 keys to supercharging your digital strategy
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.
Activating Intent Data for Sales and Marketing
Advertiser: ZoomInfo
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Why Colleagues & Clients do not Trust Shifting Story Narratives
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?
Customer Success vs. Customer Support: What Are the Differences?
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. .
How to Scale Your Business and Customer Service Program for Maximum Efficiency
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.
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