Cyara

JANUARY 11, 2021

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review.

Contact Center 67

Contact Center Customer Retention Study Report 67

Strikedeck

JANUARY 14, 2021

Mel Bilge shares her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position. The post Moving into CS Leadership Through Growth first appeared on Strikedeck | Customer Success Platform.

Leadership 59

Leadership Customer Success Customers Customer Engagement 59

Advantage Communications

JANUARY 12, 2021

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.

Trends 69

Trends Customer Experience Loyalty Customer Base 69

eglobalis

JANUARY 9, 2021

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

Technology 531

Technology Customer Experience CEM Measurement 531

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

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

Experience Investigators by 360Connext

JANUARY 12, 2021

Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC). Why Implement a Voice of the Customer Program? Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then tu

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.

Customer Centricity 252

Customer Centricity Hospitality Customer Journeys Strategy 252

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

GetFeedback

JANUARY 14, 2021

20 essential customer loyalty survey questions and surveying best practices.

Loyalty 307

Loyalty Survey Customers 307

Advertisement

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

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?

Contact Center 177

Contact Center Strategy Tips Customer Journeys 177

NICE inContact

JANUARY 12, 2021

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.

Contact Center 160

Contact Center Engagement Management 160

Comm100

JANUARY 12, 2021

Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query. As a support agent, when the first thing you encounter on a regular office day is an overflowing inbox with nothing but customer grievances and queries, a subtle frown finds its way on your forehead.

System 131

System How To Social Media Knowledge Base 131

GetFeedback

JANUARY 13, 2021

Become a CSAT expert with our comprehensive 4-week email course.

Customer Satisfaction 221

Customer Satisfaction Course Customers Tools 221

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

Kerry Bodine

JANUARY 9, 2021

I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.

Customer Journeys 177

Customer Journeys Marketing Brands Customer Experience 177

Steve DiGioia

JANUARY 14, 2021

Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs. We forget what Peter Drucker famously said that the purpose of a business is to create and keep a customer. We focus more on payroll than the proper staffing needed to service our customers.

Tips 130

Tips Customers Customer Journeys Brands 130

Storyminers

JANUARY 12, 2021

2021 is already a year of big changes. That makes planning tough. Let’s make it easier. Click on the video and ask a question that’s important to you. Go ahead, just ask it. Our team will consider it and I’ll get back to you with an answer. No fluff, no sales. It’s that simple. Go ahead, ask. You might get just what you need. The post You Ask, Mike Answers appeared first on StoryMiners.

Video 130

Video Sales 130

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. The ability to offer live chat support to your customers – for free – is fantastic. But with so many free live chat software options to choose from, it can be difficult to compare them and figure out what is best for you and your customers.

Knowledge Base 130

Knowledge Base Software Survey Social Media 130

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

Alida

JANUARY 11, 2021

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.

Customer Insights 130

Customer Insights Strategy Engagement Customers 130

ShepHyken

JANUARY 13, 2021

If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience.

Hotels 153

Hotels Customer Service Training Training Course 153

Storyminers

JANUARY 12, 2021

The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners.

Course 162

Course Customer Experience Customers 162

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward.

Company 109

Company Wireless Video Insurance 109

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

JANUARY 9, 2021

Summary text of the test post for localization.

150

150

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. But monitoring it is sometimes easier said than done.

Customer Experience 140

Customer Experience How To Customer Satisfaction Metrics 140

Zeisler Consulting

JANUARY 14, 2021

We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.

Culture 93

Culture Tools Customer Centricity Customers 93

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes.

Consumers 109

Consumers Loyalty Meeting Customer Expectations 109

Advertisement

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Tools

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.

Airlines 99

Airlines Examples Customer Experience Exercises 99

Wired and Dangerous

JANUARY 11, 2021

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family, or clan link together through language, myths, mores, beliefs, rituals, and symbols.

Hotels 91

Hotels Culture Study Customers 91

Zeisler Consulting

JANUARY 11, 2021

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used.

Policies 93

Policies Course Brands Interaction 93