Heart of the Customer
OCTOBER 6, 2021
This is the second in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There’s some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually. Last week, I covered B2C; next week I’ll address B2B2C leaders. I’ve talked with hundreds of […]. The post 10 Questions for B2B CX Leaders appeared first on Heart of the Customer.
Steve DiGioia
OCTOBER 3, 2021
I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”. I guess I couldn’t ask for more. But something happened that made me disappointed in the service.
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NobelBiz
OCTOBER 5, 2021
Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner. Being a leader in the contact center industry can be difficult for some and simple for the most experienced owners and directors.
InMoment XI
OCTOBER 7, 2021
In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. I like using the SMART acronym for setting motivating goals because it is both comprehensive and better yet, easy to remember. .
Speaker: Becky Parisotto
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Experience Investigators by 360Connext
OCTOBER 5, 2021
What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. And there are CX teams dedicated to customer journey design and improvements. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kerry Bodine
OCTOBER 5, 2021
Happy Customer Experience Day! I hope you and your colleagues are joining one of the many CX Day celebrations around the world. In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Just use code CXDAY21 at checkout.
TechSee
OCTOBER 5, 2021
With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines. But this time, the issue isn’t a global pandemic or foreign political unrest that has caused some petrol stations to introduce a £30 cap on the amount of petrol people can buy. Believe it or not, it’s the lack of lorry drivers.
Lumoa
OCTOBER 7, 2021
Nobody likes a know-it-all, but, if we may, we would love to provide some specific definitions for you about digital experiences and their variants because it is valuable information to know. Terminology can be tricky when seeking ways to improve, no matter the industry or trade. And although it might seem like a debate in semantics, understanding the distinction is something to keep in mind when looking for ways to set yourself apart from competitors.
InMoment XI
OCTOBER 5, 2021
You know that old saying, “There’s no ‘I’ in ‘team’?” Well, there may be an “I” in “customer experience,” but there’s no arguing that customer experience is definitely a team sport. That’s why we’re so happy to celebrate this year’s CX Day theme, “CX is a team sport.” In our decades of experience, we’ve been a part of countless CX programs, and the most successful ones go into their efforts with a team-centric mentality.
Speaker: Carolyn Clark and Miriam Connaughton
The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). And that’s not including the business scene, where you can add on subscriptions to Microsoft, Adobe, Salesforce, HubSpot, Docusign, and hundreds more.
Beyond Philosophy
OCTOBER 7, 2021
Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. Before we get into the rules, let’s talk about what loyalty is.
ShepHyken
OCTOBER 6, 2021
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. . In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?
IntouchInsight
OCTOBER 7, 2021
Fall is finally here! As the weather cools down and retailers ramp up for the holidays, let us be the Goose – no, not the Christmas kind – to your Maverick with our latest Changes in Consumer Habits report.
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BlueOcean
OCTOBER 8, 2021
As the Vice President of Client Services for Blue Ocean, I am fortunate to work with a wide variety of companies. Clients of all types turn to our company to make sure their customers receive a high level of service excellence. Not everyone gets to follow their passion at work, so I consider myself lucky. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target.
Zonka Feedback
OCTOBER 4, 2021
The past year changed the way businesses operate. Organizations across all industry verticals adopted remote working.
ShepHyken
OCTOBER 8, 2021
Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. He shares four customer service methods for your subscription-based business that will help you boost your reputation, increase customer satisfaction, and improve overall business health.
dscout People Nerds
OCTOBER 7, 2021
We walk (or swim) through how to research potential products WITHOUT asking the taboo question, “Would you use this in the future?
Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System
Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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.
BlueOcean
OCTOBER 4, 2021
Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). And that’s not including the business scene, where you can add on subscriptions to Microsoft, Adobe, Salesforce, HubSpot, Docusign, and hundreds more.
Alliance by IFS
OCTOBER 8, 2021
The IFS Champions program shines the spotlight on exceptional individuals that work for IFS customers, making use of their IFS. The post Navigating the invisible ERP spider’s web: IFS Champion Minna Ingram appeared first on IFS Blog.
Myra Golden
OCTOBER 6, 2021
Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!
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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.
Eptica
OCTOBER 4, 2021
Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.
Uniphore
OCTOBER 7, 2021
It’s increasingly vital for organizations in all industries to provide superior customer service that exceeds expectations and meets users’ needs quickly and efficiently. To do just that, one of the best ways is to learn from the examples of the best in the business. Delivering great customer service above and beyond what people expect relies on various best practices and innovations like Conversational Automation solutions to resolve customer service challenges.
MyCustomer
OCTOBER 5, 2021
Voice of the Customer CX is growing - so why are customers unhappy?
Optimove
OCTOBER 7, 2021
With years of experience seeing brands increase their customers’ lifetime value by unifying and optimizing customer experiences, we feel like there’s a pretty straightforward formula to achieving it: first, brands need to consolidate all customer data to one single source of truth, then leverage AI journey-mapping to flawlessly orchestrate campaigns across any engagement channel, all while measuring the impact of each of their activities.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
Eptica
OCTOBER 8, 2021
Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Published on: October 08, 2021. Author: Pauline Ashenden - Demand Generation Manager From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control.
Myra Golden
OCTOBER 7, 2021
My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. #servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .
Help Scout
OCTOBER 5, 2021
Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus.
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