Sat.Jan 18, 2020 - Fri.Jan 24, 2020

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From Build to Integration: The Essentials of a Successful VoC Program

CloudCherry

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). Instead, a voice of the customer (VoC) program is a necessity for any company that wants to understand and act on customer sentiment. Today, there is good news and bad news about VoC.

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9 Well-Meaning Yet Harmful Phrases to Avoid with Customers

ChurnZero

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3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” The idea behind a true Voice of the Customer program is to consistently, reliably and intentionally gather customer feedback.

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3 Best Practices for Creating Dashboards That Tell a Dynamic Story

InMoment XI

Maximize the Effectiveness of Your Dashboards Fighting for the attention of our colleagues and executives is hard, let alone, having the ability to inspire them to think differently or make necessary changes is even harder. As experience management practitioners you need to find ways to connect emotionally, and an important part of your role is. View Article.

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2024 State of Customer Education Report

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.

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The Right Survey to Measure Each Touchpoint of the Customer Journey

GetFeedback

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . As my trip progressed, I got email requests for feedback at each step.

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Brand Portfolio Secrets to Success (The 5 Things You Need to Know)

C3Centricity

How do you know when you have too many variants in your brand portfolio? In my opinion, the answer is that it’s when you can’t answer that question! Can you? One of the most popular evergreen posts on C3Centricity is “The Beginners Guide to Brand Portfolio Management.” It seems that we all suffer from a deep-rooted fear in managing and reducing our brand portfolio, especially when it includes many historic or regional variants.

Brands 218
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The true cost of not understanding customer feedback

Thematic

Last year was a hard one for me! . To reset and recharge, I booked a 2-week retreat in a remote part of Peru. . To get there, I had to take a flight to San Salvador, stay there overnight, board onto another flight, take a boat trip, and then walk for 3 hours into the jungle. . As usual, I am most productive on the road, and this was a long one! . So here I am, getting ready for my trip, when I realized that the popular (paid!

Feedback 121
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Is Customer Service Dead?

Customers That Stick

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand. However, customer service is still an integral part of customer experience. It is a subset of customer experience and often one of the most important parts of any experience because it is often the part of the experience that is the make or break

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How did you perform during your recent customer experience ‘stress test’?

NICE inContact

Most, if not all businesses are wrapping up an informal ‘stress test’ on their customer service operations that could have a big impact on their business for the coming year and beyond. The holiday rush not only drives big business for retail, distribution and travel/hospitality – but also a surge in customer service opportunities.

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Less Stress, More Success: Accounting Best Practices & Processes for 2025

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.

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How To Build Your Own Feedback Analysis Solution

Thematic

At Thematic, we’ve spent years researching, designing and developing our customer feedback analysis platform. . While I’d love for everyone to be using ours, I understand that you might have the resources, time and the data required to build one in-house. . There are benefits to building vs. buying. You can customize it to your needs. You can use it as much as you want!

Analysis 105
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Guest Post: The Secret to Stand-Out Store-Level Customer Service

ShepHyken

This week we feature an article by Brett Patrontasch, CEO of Shyft. Brett provides three insightful ways to help improve customer satisfaction and employee empowerment. Most retail businesses understand that the best service strategies won’t succeed if store-level employees don’t feel motivated. When given proper training, support, and encouragement, employees can make your business.

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How to Nail Your Customer Service Job Interview

Customers That Stick

So, how do you nail your customer service job interview? The first thing is to do all of the basics: be professional, research the company, even research the person you’re interviewing with. Past that, if you’re trying to get into customer service, I’ll give you one tip. Show that you have a focus on customers and what that means. Show that you believe in the importance of customer service and that — and here’s a keyword that should score you points — that you believe customer

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Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year? They have neglected to focus on return on investment for the initiatives they have implemented. . We discussed this problem in a recent podcast.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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7 Local Search Tips to Boost Your Online Presence

ReviewTrackers

Optimizing a website for local search results is a top priority for any business. Not only does it improve your ranking on search engines, but it can also bring in more customers. Our 2017 Local Search Report showed that 35 percent of all search traffic is local. Within that group, 53 percent of customers will convert within the next 48 hours of a search.

Tips 111
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The Top 7 Churn Management Strategies for B2B Enterprises

Totango

You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. .

Strategy 108
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5 Reasons to Launch Your Contact Center to the Cloud

The DiJulius Group

This article is brought to you by Nick Glimsdahl, MBA. As the primary point of interaction between your business and your customers, a contact center is often the heartbeat of an organization. Switching to a cloud contact center offers businesses of all sizes significant benefits, including newfound flexibility, new and often better cost structures, and.

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25 Effective Ways to Measure and Improve Post Purchase Experience

SurveySparrow

Most businesses miss out on the big picture when they don’t have a marketing strategy on post purchase experience, that is set in stone. Your customers traverse through a myriad of emotions after they make the purchase. They are excited that they are going to have something new and are also anxious to see if they have made the right decision. Understanding how your customers behave after a purchase can give marketers a lot of information about how to build more trust.

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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.

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Visually Enhancing Agent Experience Creates Better CX

TechSee

With days jam-packed with frustrated customers, confined to a cubicle and often on a low pay scale, it is inevitable that poor agent experience leads to reduced motivation and even burnout. In fact, the latest research shows that small-sized call centers (less than 50 seats) have an annual turnover rate of 17%, medium-sized contact centers witness a 37% attrition rate and large-sized operations lose 44% of their reps per year.

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3 Considerations When Implementing a Conversational AI Application

Interactions

This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses. A common example of where Conversational AI is used is in personal virtual assistants such as Apple Siri, Amazon Alexa, and Google Assistant.

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Innovation Lessons from the Miracle Mets of 1969: Part 2 of 3

InMoment XI

How the Worst Team in Baseball History Innovated to Win the World Series 50 Years Ago The New York Mets of 1969 Even if you’re not a baseball fan, the magical tale of the Miracle Mets of 1969 is captivating. It’s one of those, “you’d never believe it if it didn’t actually happen” stories that. View Article.

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Seeking a New VOC Vendor? Here’s How to Make the Transition

CloudCherry

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s adva

How To 243
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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

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.

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You Must Be Padding Your Resume ‘Cause You Can’t Be That Good

Steve DiGioia

I saw this written on a resume the other day. One of her past job duties was “ Joyfully greeted guests “ My first reaction was, “What kind of B.S. is that to write? You must be padding your resume ‘cause you can’t be that good. Then I started to think… How does one joyfully greet a guest (customer)? I ran a scenario through my mind of someone browsing through rack after rack of clothes when a store employee pounces over and says “Hey, good afternoon.

Travel 238
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How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial intelligence (AI) is improving all the time and slowly making its way into our offices, activities, and homes. The idea of AI holds a lot of promises such as savings in cost and time for businesses as well as supporting skilled professionals by effectively executing the mundane routine tasks. Artificial Intelligence has already been making an impression on the business industry with data collection for marketing and changing how people interreact with IT.

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New Research Digs Into Industries And Consumer Feedback Patterns

Experience Matters

The XM Institute is kicking off the year with a research bang. In a previous post, I mentioned two reports from late last year that show the business value of CX, The ROI of CX and What Consumers Do After a Bad Experience. Since then, we’ve actually published a number of new research reports with an emphasis on industry-specific data. These reports are based on a survey of 10,000 U.S. consumers and examine almost 300 companies over 20 industries.

Industry 201
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4 Things to Consider When Mapping Your Digital Customer Journey

Comm100

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. The digital customer journey describes how your customers move across digital touchpoints as they progress from prospect to customer to advocate. Examining your digital customer journey is critical to improving your customer experience by ensuring that every touchpoint is monitored and optimized.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

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

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Preparing Your Contact Center for the Unexpected

NICE inContact

NICE inContact has sought the guidance of our customers that are succeeding in call center excellence from Amy Latzer, Chief Operating Officer of 211 LA, Los Angeles County’s Health & Human Services Organization which provides citizens access to social services.

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How to Use Artificial Intelligence in Your CX Program

GetFeedback

Artificial Intelligence (AI) can be a powerful tool for delivering great customer experience (CX). Here are 4 ways you should apply AI in your CX program.

How To 195
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If You Want Customers to Say Yes, Try THIS

Beyond Philosophy

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits. The scientific name for it is Escalation of Commitment, but it is also the basis of many sales techniques, and it is an excellent way to get your customers to say yes. .