GetFeedback

JANUARY 19, 2021

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Touchpoint 435

Touchpoint Customer Journeys Customers Customer Experience 435

Hello Customer

JANUARY 22, 2021

Digital transformation accelerated in many companies over the past year. Physical customer interactions have been reduced to almost 0. Companies increasingly have to service their customers via digital channels. As a service company, this can be challenging. How do you know if you still reach your customers?

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Meeting Self Service Insurance Customer Centricity 98

SmartKarrot

JANUARY 19, 2021

The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on. While it is said that sales is the engine that is the driver of your business, customer satisfaction is the one that acts as fuel.

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Customer Satisfaction Customer Expectations Loyalty Effort Score 19

Steve DiGioia

JANUARY 18, 2021

We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? And how does this affect the customer experience? By now you must have heard about the famous “McDonald’s Hot Coffee Case”.

Customer Experience 298

Customer Experience Policies Customers Report 298

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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.

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GetFeedback

JANUARY 21, 2021

Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.

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Feedback Customers Customer Service 370

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat has quickly become the most popular digital customer service channel for small businesses and large – and it shouldn’t come as a surprise.

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Video Social Media Software Knowledge Base 246

Storyminers

JANUARY 20, 2021

If you are curious and fascinated to know what the future of work has in store, if the year 2020 has got you wondering about the nuances and the dynamism of the modern workplace experience, then you can find all the answers that you seek in the leadersHum leadership series. As a growing community of professionals spread across the globe, our 200 most influential thought leaders have redefined the world of work and have brought us an abundance of rich perspectives.

Leadership 246

Leadership Culture Employee Experience Resources 246

Kerry Bodine

JANUARY 18, 2021

While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside. There’s even a verb associated with this process — as in, “Would you consider blurbing our book?”. One of the people we reached out to with this request was a well-known author who I kind of idolized at the time.

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Comparison Culture Groups Customers 227

NICE inContact

JANUARY 20, 2021

Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.

Contact Center 216

Contact Center Strategy Examples Engagement 216

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

Steve DiGioia

JANUARY 21, 2021

Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. So, what tactics work for you? Oh, you don’t want to give up your secrets.

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Tips Hospitality Training Industry 195

GetFeedback

JANUARY 19, 2021

Simplifying CX YouTube series episode on building a robust CX technology stack.

Technology 195

Technology Video 195

ShepHyken

JANUARY 20, 2021

Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.

Customer Service 163

Customer Service Customer Journeys Exercises Touchpoint 163

NICE inContact

JANUARY 18, 2021

As anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be. In recent years, though, technology has made a huge difference, streamlining the whole process. That’s where Mitchell comes in: We bring together a wide variety of experts, technology solutions, networks, and partners to boost better claims outcome and restore lives.

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B2B Customer Experience Insurance Technology 156

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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

Heart of the Customer

JANUARY 16, 2021

Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Why? Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty). That message hit home to me when my Fitbit died…again! […].

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Loyalty Customer Experience Tips Customers 132

TechSee

JANUARY 18, 2021

There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent. Likewise, agents are now empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.

Customer Service 109

Customer Service Contact Center Knowledge Base Video 109

ShepHyken

JANUARY 18, 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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. (ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

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Self Service Customer Service Customer Journeys B2B 132

Wired and Dangerous

JANUARY 18, 2021

Sitting by the window on the top floor of a high-rise Dallas hotel provides an amazing panoramic view. Weather becomes up close and personal. We watched a major rainstorm crawl across the distant plains and deliver a hard punch to downtown Dallas streets. It sent pedestrians scurrying for cover. Cars slowed to a snail’s pace; streets gorged with torrents quickly looked more like a river than a freeway.

Self Service 103

Self Service Social Media Hotels Report 103

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

Heart of the Customer

JANUARY 20, 2021

After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth. Those are the key interactions that have a disproportionate impact on a customer’s overall perception of the journey. Don’t make […]. The post The Truth About Moments of Truth appeared first on Heart of the Customer.

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Customer Journeys Interaction Tips Consumers 114

TechSee

JANUARY 18, 2021

How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that. And that’s just one of our goals at TechSee (hopefully also stopping you from tearing your hair out). .

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Contact Center Insurance Chatbots Customer Success 109

Integrity Solutions

JANUARY 18, 2021

By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it.

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Sales Social Media Course B2B 124

C Space

JANUARY 18, 2021

The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty.

Engagement 116

Engagement Apparel Financial Automotive 116

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

Zeisler Consulting

JANUARY 21, 2021

Recently I fielded a question about NPS survey data: How do you process it? How do you use it? I popped off a quick response, but I’d like to go a little deeper on the topic here. First of all, it’s not a specific NPS question. It doesn’t matter what sort of survey you send out or (exactly) what sort of question(s) you ask.

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Survey Effort Score Net Promoter Score NPS 93

Doing CX Right

JANUARY 17, 2021

Are there people in your family that were business transformational leaders? Read Stacy Sherman's story and leadership lessons to inspire your success. The post 10 Leadership Lessons From Growing Up With A Wallstreet Mom appeared first on Doing CX Right.

Leadership 111

Leadership 111

Myra Golden

JANUARY 20, 2021

Some of you know my undergrad degree is in Psychology. I taught college psych several years before jumping into the customer service space. I apply psychological principles to all my work in de-escalation and call control. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final.

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How To Video Training Customers 105

The DiJulius Group

JANUARY 20, 2021

4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams. Building a world-class experience encompasses both customer and employee. How can. Read Full Article.

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How To Leadership Tips Employee Experience 105

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

Zeisler Consulting

JANUARY 18, 2021

Have you ever had to say to a friend, “it’s not what you said, it’s how you said it”? I remember a client who used that to describe some of the interactions their managers would have with front-line employees as an example of the need for a professional communications course I offered at the time.

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Policies Government Course Guidelines 93

Oracle

JANUARY 22, 2021

A new generation of CX technology is reshaping the way consumers deal with money. The days of having to deal with banks or credit card companies in-person are over. Digital apps let consumers automate bill negotiations, manage debt, monitor their credit, and much more. If you’re looking for a preview of trends and innovations in the consumer fintech space, and how they’re changing the consumer financial CX, here are five trends worth watching.

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Financial Consumers Tools Banking 110

Strikedeck

JANUARY 22, 2021

Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine. The post Reorienting the Next Battle Ground of Competitive Differentiation first appeared on Strikedeck | Customer Success Platform.

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Customer Success Company Customers Customer Engagement 102