Interactions

FEBRUARY 11, 2021

Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me. Greeting cards at the store read “You make me feel special,” “Thanks for always being there” and “Valentine, you just get me.” . When it comes to providing good customer experience, the same relationship qualities apply.

Brands 71

Brands Average Handle Time eBook Technology 71

Cyara

FEBRUARY 11, 2021

Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations? Customer experience (CX) (.what did you think we were talking about?) is just that, an experience that the customer takes away from any interaction with your business.

Meeting 67

Meeting Interaction Customer Experience Brands 67

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success.

Customer Retention 86

Customer Retention Customer Journeys Customer Success Strategy 86

Kerry Bodine

FEBRUARY 6, 2021

I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degree should our personas represent different races, genders, religions, sexual orientations, etc.? It’s Black History Month here in the United States, and that seems the perfect time to answer this question in a public forum.

Customer Journeys 256

Customer Journeys Retail Analysis Customers 256

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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.

Customer Experience

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

GetFeedback

FEBRUARY 10, 2021

From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience.

Customer Service 195

Customer Service Customer Satisfaction Loyalty Customers 195

NICE inContact

FEBRUARY 10, 2021

Do you ever feel like you’re running a cost center rather than a contact center? Without performance management you may be experiencing high attrition rates and training costs, or low productivity and engagement rates, which can make the contact center feel like a necessary evil – rather than the true value-added function it is.

Contact Center 156

Contact Center ROI Management Strategy 156

BlueOcean

FEBRUARY 10, 2021

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate. It’s a necessity—but it doesn’t have to be a headache. Listen to the audio or read the article.

Contact Center 156

Contact Center Infographics Customer Care Customers 156

Beyond Philosophy

FEBRUARY 6, 2021

In job descriptions and resumes, there are new required skills for candidate’s resumes in Behavioral Science. These jobs might be the most important new jobs in business today. But why? Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

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

Call Center

GetFeedback

FEBRUARY 10, 2021

SurveyMonkey's CX leaders share trends and advice for providing support at scale.

Customer relationships 195

Customer relationships Tips Trends Customers 195

NICE inContact

FEBRUARY 9, 2021

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything?

Contact Center 156

Contact Center How To Interaction Engagement 156

Comm100

FEBRUARY 9, 2021

Live chat is everywhere. It’s the most popular digital customer service channel, and everyone knows the basics of what live chat is. But what many people don’t know is just how many ways it can be used for different goals, in different industries. From sales and lead generation, to engagement and loyalty, live chat is an incredibly flexible tool. To show you some of the ways live chat can be used, and how it can benefit both your customers and agents, here are our top 5 live chat examples to ins

Examples 146

Examples Industry e-support Abandon Rate 146

TechSee

FEBRUARY 9, 2021

Build vs. Buy. The epic question faced by IT leadership everywhere. With the Project Management Institute (PMI) painting a bleak picture of in-house IT projects – indicating that 14% of IT projects fail outright, 31% don’t meet their goals, 43% exceed their initial budgets, and 49% were delivered late – the facts on the ground show that it’s not always a question of whether your team can do it, it’s about whether they should.

Self Service 109

Self Service CRM Case Study Technology 109

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.

Data

GetFeedback

FEBRUARY 8, 2021

How to conduct customer success surveys to improve retention and satisfaction.

Customer Success 195

Customer Success Survey Customers How To 195

NICE inContact

FEBRUARY 8, 2021

Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options? Maybe your agents complain about the outdated technology they use every day while assisting customers?

Call Center 156

Call Center Technology Customer Experience Innovation 156

Comm100

FEBRUARY 8, 2021

Offering live chat on your website is a no-brainer if you want to provide accessible and fast support to your customers. It’s fast become the most popular digital channel for customers and agents alike whose experiences are both improved by it. But before you jump into choosing your live chat software , you need to decide if you want hosted or self-hosted live chat.

Software 131

Software Social Media Healthcare Knowledge Base 131

ShepHyken

FEBRUARY 10, 2021

You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context.

Entertainment 125

Entertainment B2C Customer Service Training B2B 125

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. .

Management 123

Management Social Media Culture Advertising 123

NICE inContact

FEBRUARY 8, 2021

Digital has far-reaching implications not just for how organizations provide service today, but also for how much more change is coming in the very near future. Those who “win” customer service will need to completely reimagine it—and digital will be central to that.

Contact Center 156

Contact Center Strategy Customers Customer Service 156

Comm100

FEBRUARY 12, 2021

We understand just how difficult customer service and support can be. It’s one of the hardest and most thankless jobs around – all too often, a dull ‘thank you’ is their only reward. And 2020 only made it harder. Customer enquiries soared as panicked customers bombarded teams with questions, many of which had never even been asked before. Amidst all this, agents were also tackling the switch from an office to home working environment that posed a lot of challenges for almost everyone.

Social Media 130

Social Media Customer Service Representative Knowledge Base Customer Service 130

Oracle

FEBRUARY 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

Tips 116

Tips Video Consumers Financial 116

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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?

Customer Experience

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer ser

Social Media 110

Social Media Chief Customer Officer Call Center Video 110

Zeisler Consulting

FEBRUARY 11, 2021

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training clients and facilitating workshops in Lean Six Sigma and Agile Project Management among other topics…mostly more transactional than the larger and more strategic work I do with clients these

Feedback 93

Feedback Consulting Course Engagement 93

Chadwick Martin Bailey

FEBRUARY 11, 2021

In the past year, we’ve been forced to try new things and step outside of our comfort zones. After almost a year of challenging transitions to virtual everything , this year’s annual Qualitative Research Consultants Association (QRCA) conference (exclusively virtual) exceeded my expectations. The content was easy to access (and great, as always), and the platform (Pathable) seamlessly replicated the social nature of conferences by enabling a sense of valuable networking.

Conference 107

Conference Consulting Culture Brands 107

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. There are two specific themes that seem to be re-occurring today: 1. Agility 2. Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

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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.

Communication

CSM Magazine

FEBRUARY 8, 2021

Even the best, most highly regarded brands in the world experience service delays or snafus. . When they do, they need to react promptly and appropriately to address the issue, assuage the unhappy customer and boost the odds that the customer will remain a client for the long term. Coupons are commonly used by all types of companies to appease customers when regular communications fail.

Company 105

Company Social Media Call Center Customer Service 105

Totango

FEBRUARY 8, 2021

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

Software 97

Software Company Analytics Customer Journeys 97

Myra Golden

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Customers 101

Customers Interaction Customer Experience Design Customer Experience 101