Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as a tool and not an artifact. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Some will conclude journey mapping doesn’t work because they witnessed how a lot of hard work resulted in a well-designed artifact which hasn’t served much

Customer Journeys 250

Customer Journeys Innovation Touchpoint Customers 250

ShepHyken

MARCH 6, 2020

This week we feature an article by Patricia Fripp, executive speech coach and sales presentation skills trainer. She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. One single negative contact can ruin your reputation in the eyes of not only that one customer but also everyone he or she knows.

Customer Service 123

Customer Service Hotels Tips Conference 123

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. Afterall, an “obsessive compulsive focus on the customer” is the number-one thing Amazon’s Jeff Bezos attributes to the company’s monstrous success and near trillion-dollar valuation. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Customer Journeys Culture Study 69

Talkdesk

MARCH 3, 2020

As business leaders, it’s our job to take care of our employees and our customers. We may not be able to control most natural disasters and emergencies, but we can control how we support employees and customers during these times. A recent article in Harvard Business Review, “ What’s Your Company’s Emergency Remote-Work Plan? ”, highlights the importance of business flexibility in times of crisis, noting the increase in remote working, establishing communications protocols and identifying

Contact Center 98

Contact Center Customers Technology Communication 98

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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

GetFeedback

MARCH 5, 2020

In this article, we talk about using customer feedback as a guide to creating a great customer experience. .

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Feedback Customers Customer Experience 195

Heart of the Customer

MARCH 5, 2020

I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]. The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer.

Tools 88

Tools Survey Customers Customer Experience 88

Totango

MARCH 6, 2020

Voice of the Customer best practices turns words into action. The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. Today’s on-demand, subscription-dominated marketplace requires that enterprises pay closer attention to what their customers want from their products—and there’s no clearer indication than their own words.

Voice of Customer 93

Voice of Customer Feedback Customer Success Metrics 93

CSM Magazine

MARCH 5, 2020

When you are operating a business that involves distributing goods to customers, you need to make sure that you are handling things correctly. Your customers are the people who keep your business running and if their goods get to them in a poor condition, they might not come back. This is a major concern for many businesses. Here, we are going to give you some of our top tips for distributing goods to customers.

Tips 52

Tips Insurance Policies Comparison 52

NICE inContact

MARCH 2, 2020

Nearly nine in 10 companies have formal, funded initiatives to improve their customer experience (CX). That’s because even a temporary lack of focus on CX could result in a swift dive in customer ratings, leaving the company vulnerable to competitors sweeping in and snatching valuable customers.

Tools 156

Tools Customer Experience Company Contact Center 156

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

InMoment XI

MARCH 3, 2020

Taking Care of Your Customers “Before” Buying a new car or truck is magical. We work in the business so we can forget how special it is to our customers. And at best it only happens every three to five years, often much longer, so it is truly a special event. Servicing this same vehicle is often looked at in a different. View Article.

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Automotive Customers 457

GetFeedback

MARCH 5, 2020

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

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System Customer Experience Customers 368

Experience Matters

MARCH 2, 2020

As the Coronavirus situation evolves, organizations are being forced to consider a number of changes that affect every one of their stakeholders—suppliers to employees to customers. It’s critical that leaders not only focus on making the right decisions, but that they also focus on how they implement those decisions. Experience design plays a key role in this area.

Tips 257

Tips Customer Experience Customers 257

C3Centricity

MARCH 2, 2020

I’ve been involved in hundreds of successful project management initiatives over my career. I’ve been the leader, sponsor or team member, which means that each time I had different responsibilities. What they all had in common was the desire to get the project approved quickly and easily, with the right resources of people, time and money. There are many reasons why projects fail and I’ve experienced many of them over my career!

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Roadmap Management Consulting Analysis 177

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

InMoment XI

MARCH 5, 2020

Adapting and Evolving CX Strategies When new regulations shook up the finance industry, banking organisations were faced with a critical choice to adapt or be left behind. Instead of shying away from the challenge, Lloyds Banking Group used the new regulations as an opportunity for innovation and worked to evolve their CX Strategy. Laurent Christoph, LLoyds Banking Group’s Experience.

Banking 260

Banking Groups Innovation Strategy 260

GetFeedback

MARCH 5, 2020

Interview with April Obersteller, senior manager of global customer experience at YETI, a seller of premier outdoor gear, about her career in the customer experience space.

Customer Experience 259

Customer Experience Management Customers 259

Experience Matters

MARCH 6, 2020

The XM Institute has published new research that examines the current state of employee experience (EX) management programs and the mindsets, skills, and actions required for employee experience (EX) excellence. You can download both of these reports for free: The State of EX Management Programs, 2020. This research – based on a survey of HR leaders at 250 large U.S. firms – looks at the current state of employee experience (EX) management programs and future plans for EX.

Management 211

Management Employee Experience Survey Report 211

Calabrio

MARCH 2, 2020

Contact center as a service (CCaaS) makes the power of a modern contact center available to any business, regardless of budget or technical expertise. With it, any size company can move faster and be more competitive. These results are a big reason why CCaaS is projected to grow at a CAGR of nearly 15 percent between 2019 and 2021—and why CCaaS is a critical part of Calabrio’s go-to-market plan.

Contact Center 179

Contact Center Airlines Communication Report 179

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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

NICE inContact

MARCH 6, 2020

In this video, the next in our series on Transforming Customer Experiences, Lauren Comer, Sr. Product Marketing Manager, discusses how you can leverage workforce optimization software to hire, train and engage contact center agents more effectively.

Contact Center 156

Contact Center Engagement Video Software 156

GetFeedback

MARCH 1, 2020

In this article, we will explore how AI can improve the customer experience, increase the revenue for your retail company, and why your business needs an app.

Retail 221

Retail Customers Customer Experience Company 221

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s third Stevie Award. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. Blue Ocean’s winning entry highlighted the incredible success of one of the company’s tech support teams.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. We tap our toes and roll our eyes as we wait. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. Or are they? Last February, the Harvard Business Review (HBR) published, “ Why is Customer Service so Bad?

Customer Service 188

Customer Service Consulting Wait Times Customers 188

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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

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Contact Center 156

Contact Center Management Call Center Engagement 156

GetFeedback

FEBRUARY 29, 2020

If you want to make a real impact on customer loyalty, it starts with measuring Customer Effort Score (CES). Let’s talk about how to do just that.

Effort Score 221

Effort Score Loyalty Measurement Customers 221

TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Uniphore

MARCH 5, 2020

By definition, a crisis means there’s no time to plan. Even top teams fail to understand what it takes to plan for disruption. That’s why so many businesses were caught flat-footed during this recent coronavirus outbreak. Read More.

How To 130

How To 130

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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

NICE inContact

MARCH 2, 2020

NICE inContact is a champion for diversity and inclusion in technology, and in honor of Women’s History Month and International Women’s Day on March 8th, we are showcasing some of the accomplished women in technology at NICE inContact. Ask employees in the NICE inContact office in Cochabamba, Bolivia what an effective female technology leader looks like, you’re likely to hear Paola’s name come up time and time again.

Technology 156

Technology Management Software Contact Center 156

GetFeedback

MARCH 4, 2020

Vena Solutions helps companies manage their finances by transforming Microsoft Excel into an enterprise-class business and finance solution. Read on to find out how Vena Solutions’ CX strategy evolved to an automated insight engine.

Strategy 195

Strategy Management Company Customers 195

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.

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Loyalty Customer Service Training Customers Training 162