GetFeedback

FEBRUARY 4, 2021

Three ways to prove the return on investment of your ecommerce feedback program.

Feedback 435

Feedback ROI Return on Investment Ecommerce 435

Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups

Groups 328

Groups Customer Experience Industry Customers 328

C3Centricity

JANUARY 30, 2021

Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase? Either way, they haven’t hear that the most important attribute a brand needs to build is trust!

How To 317

How To Brands Advertising Customers 317

Kerry Bodine

JANUARY 30, 2021

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us. His inbox is being monitored while your account is transitioned to a new dedicated specialist. Please call 877-XXX-XXXX to speak with the first available specialist.”.

B2B 227

B2B Company Customer Experience Healthcare 227

Speaker: Jason Cottrell and Gireesh Sahukar

Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.

GetFeedback

FEBRUARY 4, 2021

Recommendations for getting finance alignment and support to meet your CX goals in 2021.

Meeting 195

Meeting 195

Storyminers

FEBRUARY 2, 2021

Mike’s style is authentic, articulate, sometimes funny, and always inspiring. Why? Because he knows how to put himself in a listener’s chair, so he can speak directly to them and address their unspoken questions. You can visit the podcast episode here. The post Storytelling Will Maximize your Team appeared first on StoryMiners.

How To 182

How To 182

NICE inContact

FEBRUARY 4, 2021

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

Contact Center 177

Contact Center Customer Service Customer Experience Customers 177

GetFeedback

FEBRUARY 3, 2021

Looking for high-value ways you can show your customers you appreciate them? Here are some ideas.

Customers 195

Customers 195

Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

Course 159

Course Measurement Customer Experience Tips 159

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Contact Center

Storyminers

FEBRUARY 2, 2021

Mike Wittenstein is the founder of StoryMiners, a consulting firm in Atlanta, Georgia. They help businesses translate strategies into customer experiences. Previously, Mike was a media personality and spokesperson for IBM. We discuss how StoryMiners utilizes design to create value for customers and the frameworks behind their processes. You can listen to the podcast here.

Retail 174

Retail Consulting Measurement Strategy 174

ShepHyken

FEBRUARY 3, 2021

Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss. When a patient – as in his customer – complains about something, he listens and then goes back to his employees, and in a knee-jerk reaction, he berates and punishes them by taking away their incentives.

System 155

System Customer Service Training Training Management 155

GetFeedback

JANUARY 31, 2021

Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them.

Metrics 195

Metrics Measurement How To Video 195

Bob Hayes

FEBRUARY 1, 2021

A worldwide survey of data professionals showed that adoption of machine learning methods in their company is 45%. Twenty-one percent of survey respondents said their employer is exploring ML methods. ML adoption rates varied by country with Israel (63%), Netherlands (57%) and the United States (56%) showing the highest and Egypt (31%), Morocco (24%) and Nigeria (23%) showing the lowest adoption rate.

Study 138

Study Survey Data Report 138

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Self Service

Storyminers

FEBRUARY 2, 2021

Mike Wittenstein is the founder of StoryMiners, a consulting firm in Atlanta, Georgia. They help businesses translate strategies into customer experiences. Previously, Mike was a media personality and spokesperson for IBM. We discuss how StoryMiners utilizes design to create value for customers and the frameworks behind their processes.

Retail 130

Retail Consulting Measurement Strategy 130

ShepHyken

FEBRUARY 1, 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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.

Customer Service 148

Customer Service Rewards Programs B2B Loyalty Programs 148

Totango

FEBRUARY 2, 2021

Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. Follow our simple three-step strategy for developing winning customer success plans: Agree on mutual goals with your customer. Develop an action plan.

Customer Success 127

Customer Success Chatbots Measurement Customers 127

Wired and Dangerous

FEBRUARY 1, 2021

In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away! We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. .

Policies 125

Policies Course Customers Customer Experience 125

Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective

In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.

Brands

NICE inContact

FEBRUARY 1, 2021

When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.

Customer Journeys 120

Customer Journeys Customer Service Customers Customer Experience 120

Daniel Group

FEBRUARY 3, 2021

It’s time to Blend CX and Marketing. Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator. Studies show that 86% of customers will pay more for better CX ( Smart Insights ). In my recent blog, Why CX and Marketing Go Together—Now , I outline the benefits of combining these efforts for your business.

Marketing 115

Marketing B2B Study Innovation 115

dscout People Nerds

FEBRUARY 4, 2021

30+ years of making experiences more intuitive, natural, and delightful—Ed Halpern of AbbVie on carrying a human-centered ethos across contexts and questions.

111

111

ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

Tips 107

Tips Customer Experience B2B Travel 107

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

ROI

TechSee

FEBRUARY 1, 2021

No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%.

Trends 107

Trends Industry Telecommunications Chatbots 107

Daniel Group

FEBRUARY 5, 2021

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. And that obviously affects every piece and portion of our business. So, over the last few years, customer experience has taken more of a front seat with Butler. ” Transcript.

Effort Score 111

Effort Score Leadership Groups Survey 111

MyCustomer

FEBRUARY 5, 2021

Loyalty Bust these 3 barriers - or fail to drive CX change.

Loyalty 105

Loyalty 105

The DiJulius Group

FEBRUARY 3, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story People with the Strongest Relationships are the Most Happy When you have the ability to make an instant connection, get people to instantly like you, make them feel comfortable, and fully develop relationships of all kinds, you are likely to have. Read Full Article. The post People with the Strongest Relationships are the Most Happy appeared first on The DiJulius Group.

Tips 105

Tips Groups Connections Customer Service 105

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Case Study

ClientSuccess

FEBRUARY 1, 2021

As we head into a new year, many customer success teams are looking for new ways to up the ante with their customer success efforts. After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. In addition to these intrinsic efforts, many customer success teams are turning to software and technology to help boost the effectiveness of their account mana

Software 104

Software Customer Success Effort Score eBook 104

Cyara

JANUARY 31, 2021

The idea of working “smarter” rather than harder is not a new one—in fact, it has become so entrenched in our consumer-focused culture that virtually every new gadget on the market comes complete with its own promise of saving the buyer time and effort. Opportunities to optimize our most valuable commodities pop up everywhere, even in everyday life.

Culture 104

Culture Consumers Examples Marketing 104

Centercode

FEBRUARY 5, 2021

With consumers adopting more and more smart tech, the everyday spaces of your customers has become an interoperability minefield. The key to navigating that minefield without a performance blowup? Tapping into an aspect of growing importance within the realm of beta testing: technographics. Today we’re talking technographics — what they are, why they matter, who they benefit, and how using them improves your testing efficiency and product performance.

Wireless 98

Wireless Guidelines Survey Connections 98