ChurnZero
MAY 18, 2021
This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? It makes it extremely convenient for anyone to find their way and distance from Point A to Point B. A good customer journey map is like Google Maps for your customers.
SmartKarrot
MAY 20, 2021
Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days. 73% of the customers switch between an average of 4 channels during their purchase journey before they freeze their pick.
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inQuba
MAY 16, 2021
How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return. It’s important to understand value in the new economy. Did 2020 lead to customers valuing different things?
Steve DiGioia
MAY 17, 2021
Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. Thankfully, many have developed useful acronyms to help. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. 1.
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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.
NICE inContact
MAY 19, 2021
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
MAY 16, 2021
In today’s digital world, power rests with the consumer. With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. Competition is tough and loyalty is precarious. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience.
TechSee
MAY 19, 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
Alida
MAY 20, 2021
With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
GetFeedback
MAY 19, 2021
Why employee NPS surveys are valuable for your business and how they can help provide an accurate measurement of employee satisfaction.
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.
Comm100
MAY 19, 2021
If you’ve been forced to transition your whole customer service team into remote workers, you’re not alone. Organizations across the world have struggled with this past year. And while many hope that this will come to an end soon, it might be a while longer until everyone can be back at the office. For some companies the future is hybrid, with part or all of the workforce splitting their week between home and office.
Aveus
MAY 18, 2021
A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception.
Alida
MAY 18, 2021
Healthcare consumerization is shaking up an industry many thought couldn’t be touched by changing consumer behaviors. We’re uncovering what consumerization looks like in the context of healthcare and offering four actionable takeaways that can keep care providers ahead of the healthcare consumerization curve.
GetFeedback
MAY 19, 2021
An overview of customer care the role it plays in the overall customer experience.
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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.
Customer Bliss
MAY 17, 2021
We’ve all experienced something like this in our lifetime as customers: where parties inside of the company pass us around for resolution, or we get bounced back and forth between partners who both have their own point of view of their accountability. The most admired companies make the customer whole first. They don’t give their customer the job to navigate organization charts or partnership agreements to resolve their issue before they resolve things for the customer.
ShepHyken
MAY 19, 2021
Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis.
Eptica
MAY 21, 2021
Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn.
The DiJulius Group
MAY 18, 2021
The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally. Excellent customer service companies train two distinct customer service skills. Read Full Article. The post The #1 way to Teach your Employees to have incredible Customer Empathy appeared first on The DiJulius Group.
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.
Beyond Philosophy
MAY 15, 2021
This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. 5 Rules for Managing Your Customer Experience in Business to Business
ShepHyken
MAY 21, 2021
This week we feature an article Alexa Lemzy, a Customer Support and?Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a health
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
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.
Zeisler Consulting
MAY 18, 2021
As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time. I love working and speaking with them, if for no other reason than that, within these lines of business, there’s so much potential to differentiate among competitors from a CX persp
Wired and Dangerous
MAY 19, 2021
In putting together an AOP, a company is expected to use DSS formatted templates available at [link] In populating the template, a company should provide DSS with a description of the shared service, the potential risks of collaboration, the companys mitigating measures, and the details of an internal review conducted by the company, as well as an external review conducted by DSS.
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
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
Beyond Philosophy
MAY 21, 2021
I have had a friend for 30 years who is great to be around, the real life of the party. However, you can’t believe a thing he tells you. Despite this fact, we like him a lot and enjoy his company. Lying is not excellent behavior, but everyone does it. From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences.
Wired and Dangerous
MAY 18, 2021
For some learnership programmes, there are no entry requirements other than that the prospective learner must be of minimum working age in terms of the Basic Conditions of Employment Act (currently 15 years of age), while for other learnership programmes, a Grade 12 certificate is required. SETAs do not create the learnerships themselves or provide learnerships directly, but facilitate the implementation of learnerships and the recruitment of learners.
SurveyGizmo
MAY 20, 2021
What is SPSS? While Alchemer has powerful built-in reporting features that are easy to use and present for most online surveys, NPS survey, and employee satisfaction surveys, when it comes to in-depth statistical analysis most researchers consider SPSS the best-in-class solution. . SPSS is short for Statistical Package for the Social Sciences, and it’s used by various kinds of researchers for complex statistical data analysis.
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