Ecrion
JUNE 18, 2020
Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020. It can seem difficult, though, to decide on the best way to go about it. Not sure where to start? Don’t worry, we’ve got you covered.
Heart of the Customer
JUNE 18, 2020
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.
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Russel Lolacher
JUNE 14, 2020
Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is these are cliches. And not worth the poster paper they’re printed on in your boss’s office if your organization doesn’t actually put those words into co
Strikedeck
JUNE 16, 2020
Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
McorpCX
JUNE 15, 2020
In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Experience Investigators by 360Connext
JUNE 16, 2020
How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.
IntouchInsight
JUNE 17, 2020
In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines.
GetFeedback
JUNE 14, 2020
Designing a customer experience that seamlessly incorporates the machines from our daily lives.
Experience Matters
JUNE 15, 2020
Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Customer Bliss
JUNE 17, 2020
We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.
Steve DiGioia
JUNE 18, 2020
How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions. Just as with other business tasks, there must be a clear-cut chain of responsibility on who will complete any given assignment, especially one that is important to the success of your business.
NICE inContact
JUNE 15, 2020
Disaster planning and recovery, business continuity, working remotely and now, working from home. As these terms increasingly dominate the vernacular around business operations and preparedness, a diverse community of companies and organizations are finding that NICE inContact's CXone cloud contact center platform enables them to meet disaster-related challenges in ways they never thought possible.
Storyminers
JUNE 19, 2020
Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. LinkedIn | Twitter. Mike Wittenstein is the founder of one of the world’s first strategic storytelling and experience design consultancies. He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns.
Speaker: David Nisbet, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
ShepHyken
JUNE 17, 2020
I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way.
Beyond Philosophy
JUNE 13, 2020
The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.
Storyminers
JUNE 19, 2020
Mike Wittenstein has been recognized as a top eCommerce influencer! Congratulations Mike! Mike Wittenstein ( @mikewittenstein ). Mike Wittenstein is a customer interface designer and consultant with a good knowledge of the emerging developments in eCommerce. He is the managing director and founder of Storyminers. He helped his customers gain almost $2 billion from revenue, logistics, service development and branding, and marketing improvements.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
TechSee
JUNE 16, 2020
Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.
eglobalis
JUNE 15, 2020
Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.
Storyminers
JUNE 16, 2020
In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own. I must have hopped on the wrong train as the station names were unfamiliar. Rather than head to my original destination, I decided to continue on.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Beyond Philosophy
JUNE 17, 2020
We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.
dscout People Nerds
JUNE 18, 2020
Whether you’re an aspiring researcher looking to cut your teeth, or you’re a seasoned UXR looking for a new challenge, taking these steps to advance your career can get you there.
ReviewTrackers
JUNE 17, 2020
Part of attracting customers to a brand new Facebook business Page involves uploading photos, which makes the phrase “a picture is worth a thousand words” ring true, especially when it comes to social media. Images are a crucial part of a business’ marketing strategy on Facebook. You can use it to show off various parts of a business like a store’s interior, a staff roster, or even the products on sale offered to customers.
Gainsight
JUNE 17, 2020
One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. What’s so compelling about the book, even six years after its publication, is that it’s built around the principle that there are no easy answers or quick fixes in leadership.
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Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!
ProProfs Chat
JUNE 15, 2020
With more than 60% of consumers finding customers experience an important factor (irrespective of price), it becomes all the more crucial for your business to look into substantial customer-oriented marketing strategies. That means you need to make customer needs and happiness your top priority. It can become a painstaking process for managers and even for business owners like you.
Second to None
JUNE 19, 2020
How has consumer behavior shifted through this pandemic? Consumer behavior has indefinitely changed during COVID-19. People are consuming time on the internet for longer periods of time and are seeking fresh ways of interacting with businesses. According to a study by McKinsey & Company , we have progressed five years forward in consumer and digital adoption in merely 8 weeks.
Optimove
JUNE 15, 2020
Whether it be poker, lottery, bingo, casino, or arcade games – treating each player type differently based on their deposit and activity behavior is crucial to the success of your gaming operation. That’s Gaming CRM 101. Communicating with players based on their individual playing experience – with best practices in mind – will allow you to spread the most effective CRM campaigns over the initial period that is crucial for players to remain active in the long run.
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