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!
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
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GetFeedback
FEBRUARY 4, 2021
Three ways to prove the return on investment of your ecommerce feedback program.
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.”.
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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.
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
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.
GetFeedback
JANUARY 31, 2021
Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them.
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.
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.
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.
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.
GetFeedback
FEBRUARY 3, 2021
Looking for high-value ways you can show your customers you appreciate them? Here are some ideas.
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.
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.
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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.
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.
GetFeedback
FEBRUARY 4, 2021
Recommendations for getting finance alignment and support to meet your CX goals in 2021.
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.
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. .
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.
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.
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%.
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.
Zeisler Consulting
FEBRUARY 1, 2021
I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel. It sometimes seems like an obsession. A colleague recently posted in one of the online discussion forums to which I belong in all caps (which I’ll spare you here) that “nobody” likes being moved from one channel to another.
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.
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.
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.
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.
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.
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
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.
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
TechSee
FEBRUARY 1, 2021
TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.
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