Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
ShepHyken
DECEMBER 30, 2020
As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference. Put another way, when I’m asked if the glass is half empty or half full, my response is, “Yes.
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Sampson Lee
DECEMBER 29, 2020
In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. 2. A misconception that “business success doesn’t mean CX success.” 3. Unequal treatment of customers’ choices. CX industry should be renamed Customers always describe a […].
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
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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.
TechSee
DECEMBER 28, 2020
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ReviewTrackers
DECEMBER 30, 2020
Google Reviews Widgets. Google reviews widgets, available in various shapes and sizes, enable you to embed or display online reviews from your Google business listing on your own website. Using widgets to display a business’ Google reviews has become a go-to strategy for today’s marketers. This allows them to leverage reviews as a powerful form of social proof.
Beyond Philosophy
DECEMBER 26, 2020
This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come. With a vaccine headed to us all and a new appreciation for what we share when things are “normal,” we are all practically giddy at the prospect of sending this year off to the annals of history.
Kustomer
DECEMBER 29, 2020
I would say that 2020 has been unprecedented, but let’s face it — we all want to permanently retire that word. From both a personal and professional perspective, it is undeniable that the past year has brought immense challenges, and you wouldn’t be alone to wish it was all just a fever dream. While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we
ShepHyken
DECEMBER 28, 2020
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. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.
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
DemandJump
DECEMBER 29, 2020
Content Marketing is a thriving, dynamic field that changes year over year with new opportunities, new trends, and innovative ways to use technology to reach audiences. So the short answer to the question in the title is, yes!
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
Kustomer
DECEMBER 30, 2020
The pandemic essentially caused a meteor storm of change, crisis, chaos, and challenges that created unprecedented customer service issues. Consumers sought out new, more convenient ways to connect with brands. Brands were forced to keep up to maintain trust, earn a reputation for excellence, and serve customers in the ways they now expect. At Kustomer, we strive to help brands effortlessly keep up with quickly shifting trends, and work to deliver products and features that have helped them orch
CSM Practice
DECEMBER 29, 2020
Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth. Hosts Diane Dye Hansen and Christine Salvo interviewed Irit Eizips and talked about engaging internal and external stakeholders with kindness, support, and community. .
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.
ProProfs Chat
DECEMBER 27, 2020
What would you prefer – being greeted like an honored guest while entering a store or just another visitor that needs to be convinced to make a purchase? Honestly, it can get annoying when you come across pushy sales representatives during your buyer’s journey who treat you like a sales target that needs to be acquired at any cost. Understand that not all your buyers journey end up converting into customers.
Optimove
DECEMBER 28, 2020
Using realtime marketing campaigns can significantly improve conversion rates for any brand out there. However, marketers must implement the right strategy for the right segment of customers for their marketing plan to succeed. Today, we’ll share with you a couple of realtime campaign examples that you could include in your registered only marketing plan to increase overall conversion rates.
PK
DECEMBER 28, 2020
We find ourselves at the tipping point of another industrial revolution powered not by steam and coal but by digital transformation. Digital transformation has long been a topic of discussion […]. The post Upskilling reskilling: Accelerating digital transformation post-pandemic appeared first on PK.
ChurnZero
DECEMBER 29, 2020
2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. (Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion. Caught in the throes of our fickle feelings – with a laugh giving way to a cry giving way to a half-laugh-half-cry hybrid – this weepy track played on a karmic loop as did the use of “unprecedented” when descri
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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.
SurveySensum
DECEMBER 28, 2020
Are you starting your customer experience journey? Are you planning to implement a VOC program? . Then you have come to the right place. In the last few years, while working with the growth stage companies we observed a few things: . They have created an awesome product. . They are acquiring customers at the lightning speed. . But, they were struggling a lot in retaining those customers!
Strikedeck
DECEMBER 29, 2020
Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.
DemandJump
DECEMBER 29, 2020
Digital content marketing looks a little different than your grandpa’s newspaper advertisement. Sure, traditional forms of marketing still carry their own weight, but digital content marketing is a new ballgame with a lot of opportunity. Marketers looking for content marketing tips might also be looking for advice on creating their own digital marketing content—here’s how to get started.
Centercode
DECEMBER 30, 2020
This is the time of year where many of us are looking back on the last twelve months and reflecting on what we’d like to do better. But it’s also a time when we can be grateful for the things that are already good — especially in a year marked by so much loss, change, and uncertainty. When times get tough, it tends to shine a spotlight on two big areas of your life: your support system (i.e., the people around you) and your ability to roll with the punches and get things done.
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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?
ProProfs Chat
DECEMBER 28, 2020
“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.
SurveySparrow
DECEMBER 27, 2020
The Human Resources (HR) department has undergone a lot of changes over the past few years. Starting from having to embrace a variety of new technologies and processes to following compliance laws, business conditions have been unpredictable in the year 2020. The Coronavirus pandemic hasn’t been great either for the HR departments around the world as they have had to traverse through a myriad of restrictions and respond quickly to issues.
DemandJump
DECEMBER 29, 2020
Look to 2020 as a testament of how rapidly content marketing strategy (and everything else, for that matter) can be turned on its head. We saw content take new relevancy as a vast percentage of our workforce became more reliant on web-based communication and interaction. Our language evolved , even. For content marketers, there’s a lot to take away from this year.
Oracle
DECEMBER 29, 2020
With the new year just days away, it’s a good time to consider the best ways to boost customer experience in 2021. We interviewed four experts for this article, and here’s what they had to say about improving CX in the new year and beyond. Do your research. To boost CX, it’s important you spend significant time and energy getting to understand your customer and their needs, says Ryan Pitylak, chief marketing officer and founder of ZenBusiness. “You need to do the research
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
ClientSuccess
DECEMBER 28, 2020
Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world. From onboarding new customers to managing implementations and renewals to spearheading expansion conversations, customer relationship managers (CSMs) are the true multi-faceted superheroes of SaaS.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
DemandJump
DECEMBER 28, 2020
One of the age old marketing questions is, “Is social media a type of content marketing ?” The answer is unequivocally yes. In addition to the content that’s made specifically for social media channels, there’s also an immense distribution network for all of the rest of the content you produce, from blog posts to videos.
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