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Customers say the darndest things
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
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The TechSee Delivery Team – Driving change through exceptional delivery
TechSee
JANUARY 18, 2021
How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.
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Rich Emotions Can Overcome Poor Quality
Heart of the Customer
JANUARY 16, 2021
Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).
5 Top Customer Service Articles For the Week of January 18, 2021
ShepHyken
JANUARY 18, 2021
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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
What is NPS: the Concept and Formula
Wootric
JANUARY 21, 2021
You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
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If we can see it, we can fix it: How vision is expanding the roles of customer service staff
TechSee
JANUARY 18, 2021
There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.
The Truth About Moments of Truth
Heart of the Customer
JANUARY 20, 2021
After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.
Small Improvements in Customer Service Create Big Wins
ShepHyken
JANUARY 20, 2021
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat.
Love Your Employees As Much As You Love Your Customers
Kerry Bodine
JANUARY 18, 2021
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.
How Call Lifecycle Details Help Increase Customer Satisfaction
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Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
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4 Key Takeaways For Brands From CES2021
Forrester Jay McBain
JANUARY 19, 2021
Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches?
A Bottle of Shampoo and Digital Customer Experience
NICE inContact
JANUARY 21, 2021
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience.
This is the One Thing to Improve Your Customer Experience in 2021
Beyond Philosophy
JANUARY 23, 2021
We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. We couldn’t agree more.
Best Practices to Monitor Your Remote Call Center Agents
ShepHyken
JANUARY 22, 2021
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario.
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Why Employees Want to Leave and How to Stop It
The DiJulius Group
JANUARY 20, 2021
4 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story Why Employees Want to Leave and How to Stop It Every year, improving employee morale, turnover, and employee experience is a major objective for many organization’s leadership teams.
Customer Service Technologies Are Variably Effective: Know Your Options
Forrester Jay McBain
JANUARY 19, 2021
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers.
Types of Customer Needs: The Complete Guide
SmartKarrot
JANUARY 19, 2021
For any new business owner or entrepreneur, success is very important. There are some yardsticks across which it is measured. One of them is how much customers need to success, buy the product or service, and continue using it.
NRF 2021: Trends that Retailers Bet will Outlast the Pandemic
Think Customers
JANUARY 18, 2021
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has imposed on retail businesses, their partners, and consumer expectations.
Community: Executives, Take Note!
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
Amazing Business Radio: Mahesh Ram
ShepHyken
JANUARY 19, 2021
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers.
Strategies to Hire and Work from Anywhere
NICE inContact
JANUARY 20, 2021
Aside from the negative outcomes of the past year, there's one shining example of a positive consequence - the seismic shift towards a work from home model in the general workforce and more specifically among contact center agents and staff.
Reorienting the Next Battle Ground of Competitive Differentiation
Strikedeck
JANUARY 22, 2021
Vincent Manlapaz, in an interview with Nimesh Mathur talks about the evolving role of Customer Success as a competitive differentiator and why companies have started to look at it as a growth engine.
Online Reviews as the Lifeblood of Brand Loyalty
CSM Magazine
JANUARY 20, 2021
Reviews are the lifeblood of businesses online and traditional brick-and-mortar. According to Search Engine Journal , 70% of people claim they form an opinion of a business based on their online reviews, and 90% of respondents claim they read less than ten reviews total before forming an opinion.
Your Guide to Boosting ROI Through Customer Support
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
Kustomer Debuts Next Generation Chat Platform, Enabling Businesses to Deliver AI-Powered, Personalized Customer Service at Fraction Of The Cost of Phone Support
Kustomer
JANUARY 19, 2021
Businesses Can Now Resolve the High-Frequency Needs of Digital Shoppers Faster and More Efficiently, Providing Personal, Empathetic & Helpful Chat-Based Support to More Customers.
Empowered Consumers Call For Sustainability Transformation
Forrester Jay McBain
JANUARY 19, 2021
For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy.
2021, a new opportunity to reward loyal customers
LoyaltyPlus
JANUARY 19, 2021
With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share.
Customer Retention Cost (CRC): All You Need to Know
SmartKarrot
JANUARY 20, 2021
Unlike traditional business models, SaaS has seen the rise of new kinds of metrics that help measure the pulse of this business. These metrics include Annual Recurring Revenue (ARR), Customer Lifetime Value (CLV), Customer Acquisition Cost (CAC) and Churn.
Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences
Advertiser: Frontline Group
Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.
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