delighted
AUGUST 16, 2021
All businesses rely on customer loyalty for brand recognition and revenue growth. How often they come back to purchase products and services, how dedicated they are to your brand, and whether they are happy with the customer service matters to the success of your company. And, the first step to retaining customers is by understanding and utilizing insights from Voice of the Customer (VoC) data.
dscout People Nerds
AUGUST 18, 2021
Even the most experienced interviewers fall victim to interrupting a participant or asking a leading question. Taking note of when these occur and actively working to avoid them can put participants at ease and encourage unbiased insights.
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MyCustomer
AUGUST 17, 2021
Engagement What does it take to be CX Leader of the Year?
TechSee
AUGUST 15, 2021
Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty. Aside from the high direct costs involved, warranty claims incur significant indirect costs such as: . reduction of market share . decrease in customer satisfaction . lower levels of brand loyalty.
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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.
ShepHyken
AUGUST 18, 2021
I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. . We asked customers to rate various customer service experiences on a scale of one to five, in which a score of one signified not important at all with five being very important.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
AUGUST 17, 2021
In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team. According to Gartner, customer experience drives over two-thirds of customer loyalty, outperforming brand equity and price. Read Full Article.
Zeisler Consulting
AUGUST 17, 2021
Articulating the return on investment (ROI) of Customer Experience efforts is a recurring theme among CX professionals. As I moderate panels on webinars and sit as a guest on podcasts, listen to my peers talk, and read articles, I hear the questions all the time: How do you define the ROI? How do you sell CX to leadership? I’ve even written about it myself on several occasions.
ShepHyken
AUGUST 20, 2021
This week we feature an article by Ray?Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. Rather than spending a ton of money on marketing to try to land new buyers, if you are able to secure loyal, lifelong customers, their repeat business will continually grow y
Kustomer
AUGUST 19, 2021
We live in an era where technology has revolutionized how people interact with each other, as well as how they purchase goods and services central to daily life. In order to thrive, businesses must understand customer needs on a personal level. This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
ChurnZero
AUGUST 20, 2021
If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password. When distinguishing between these two customer-facing functions , the customer may think: “eh, tomayto, tomahto.” Afterall, from the customer’s perspective, you’re still all the same company, right?
BirdEye
AUGUST 18, 2021
67% of the world’s population owns a mobile device, and text messaging comes readily available on every mobile phone – no additional app downloads are necessary. Tack on the fact that SMS messages have a 98 percent open rate , and it’s clear why 53% of businesses generate leads with SMS marketing to help accelerate growth. With such impressive engagement, It doesn’t take rocket science to realize how text messaging can help to generate more leads.
ShepHyken
AUGUST 17, 2021
The Uncommon Soft Skills That Make Up the Best Customer Service Representative. Creativity, Coordinating and Cognitive Flexibility. Shep Hyken interviews Greg Hanover, CEO at Liveops. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving.
Hallmark Business Connections
AUGUST 17, 2021
On the surface, insurance seems to be about risk, compliance, and regulations. But dig a little deeper and you’ll find that it’s really about protecting people during some of their more important moments. Knowing this, you have a wonderful opportunity to establish stronger connections with clients by leaning into empathy to improve their insurance customer experience.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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Education Services Group
AUGUST 17, 2021
Ah, shoot, I put the answer right there in the headline. Do you really (really?!) need to train and certify your CSMs? Even though we’re not training providers, per se, our team gets this question all the time. In our sort of, but not really, humble opinion, yes, you really, really do. Why? Because there are oh so many benefits to training and certifying your CS team.
Heart of the Customer
AUGUST 19, 2021
The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward. This slew of recent transactions (such […]. The post Tech Innovations Will Raise Expectations appeared first on Heart of the Customer.
ShepHyken
AUGUST 16, 2021
Each week I read many 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. 16 Great Customer Service Tips and Examples by Tom Coombe. (Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.
NICE inContact
AUGUST 16, 2021
Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service?
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Beyond Philosophy
AUGUST 19, 2021
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.
IntouchInsight
AUGUST 18, 2021
If you've followed our blog you’ll know that mystery shopping is one of the main channels we recommend for customer experience measurement. But who exactly are mystery shoppers can still cause some confusion.
Help Scout
AUGUST 17, 2021
We know cash rules everything around us, but there are plenty of rules around cash too, and that’s just one of the challenges to delivering great customer service in finance. There are also customer relationships and expectations to manage. When you put all that together, it’s clear that working in finance is complicated. In this article, we cover several pain points that financial services customer service professionals face, and we’ll offer 18 tips for how to overcome those challenges.
Advantage Communications
AUGUST 19, 2021
Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
The DiJulius Group
AUGUST 18, 2021
Senior Customer Experience Consultant for The DiJulius Group, Dave Murray, talks with Scott McKain, author and member of the Speakers Hall of Fame and the Sales and Marketing Hall of Fame, about creating the ultimate guest experience. You will learn: The difference between the customers we attract versus the customers we pursue The true importance.
ppt solutions
AUGUST 17, 2021
TULSA, OKLAHOMA, August 17, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it has been named one of the fastest-growing private companies in the U.S. by Inc. magazine. The annual Inc. 5000 list represents a unique look at the most successful. The post PPT Solutions Recognized as One of America’s Fastest-Growing Companies for a Fourth Consecutive Year appeared first on PPT Solutions.
BirdEye
AUGUST 17, 2021
Procurement and sales often have a tumultuous relationship. They are used to being on opposing sides of the table. That’s often because their goals differ by 180° the moment they enter the negotiation room. Furthermore, sales teams tend to be more agile and have tight deadlines coupled with aggressive quotas. On the other hand, procurement teams work more systematically and make more thorough analyses before committing to anything throughout the negotiation process.
Advantage Communications
AUGUST 16, 2021
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large volumes of requests while still meeting your customers’ expectations for remarkable customer service.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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