Tue.Jun 30, 2020

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The Value of CX: Why We Need To Start Talking About NPS Again

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management.

NPS 227
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How to optimize the customer journey with the voice of your customers

iPerceptions

As recent events have shown, the ability to rapidly adapt customer touchpoints and build out new customer experiences is a significant advantage.

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Servicing Customers In Today’s Climate

Strikedeck

Keri talks about how to guide and engage clients in today's climate.

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Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Experience Investigators by 360Connext

A special thanks to Sarbjeet Johal , Theodora Lau , and Sarah Evans for their contributions to this article. There’s never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and annual goals requiring complete restructuring. Small businesses are struggling with cash flow and innovating around how to deliver on their products and services.

2020 143
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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3 Communications Strategies to Use During a Crisis

Totango

Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.

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Targeting Hit or Miss Storytelling Yields Hit or Miss Clients

One Millimeter Mindset

Why rely on a hit or miss storytelling strategy to acquire and retain clients? Stories which, at least your clients know, are generic stories. Serving nothing more substantial than an inside-out marketing and sales purpose, via a pre-packaged library. So you do not have to think about a thing! Just select the next story and tell it to as many clients as you can.

Workshop 120
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Las Vegas Rebrand is Masterful Marketing

NetBase

Brand differentiation is the name of the game and this is particularly true when it comes to destination marketing. The strategic thinking behind the Las Vegas rebrand is a study in masterful marketing. And it’s something other destinations – and brands struggling to stand out – should take note of! Why did Vegas tinker with one of the most recognizable slogans around?

Marketing 105
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Automated field service scheduling: the power of Computer Vision AI

TechSee

Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning. These activities almost always have a negative effect on operations. Human schedulers must keep up to date with multiple technicians, including their availability and skills.

Travel 109
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STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS

inQuba

The Limitations of Journey Mapping for Customer-Obsessed Brands. The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of an individual customer’s journey.

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The 2023 Verint Experience Index: Retail

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

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CX Do’s and Don’ts in Retail Industry

Feedbackly

The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have. Source.

Retail 98
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40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Chat

“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience.

Books 85
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Customers Want to Feel Heard—Calabrio and UJET can Help You be a Better Listener

Calabrio

After months in total or semi-isolation, today’s customers—especially those with less disposable income due to economic shutdowns—have an even greater need to feel heard by the customer service teams they contact. But what customers actually mean when they say they want to be “heard” might surprise you. Calabrio’s recent Evolving World of Work study —which researched how the COVID-19 pandemic impacted and will continue to impact customer service expectations and contact center operations—found i

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How will the Future of Work be Shaped after COVID-19 : 8 Work Trends To Expect

SurveySparrow

The COVID-19 crisis came as a sudden blow to the business world and has left many organizations still grasping at straws. The routined work schedules had been turned topsy-turvy in a moment which finally resulted in many companies adopting the drastic changes that came along the way while jeopardizing the existence of some others. Organizations all over the world are fighting the crisis and innovating work models to suit the present circumstances.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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The Value of CX: Why We Need To Start Talking About NPS Again

Alida

A Q&A with Crystal Miceli, Vice President and Head of Product Management.

NPS 130
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The Secret to Higher Amazon Star Ratings

Centercode

With hundreds, sometimes thousands of products to choose from, Amazon star ratings and reviews are one of the most common and reliable ways for consumers to make buying decisions and feel confident in their choices. In a 2016 study , 71% of consumers reported feeling more comfortable purchasing a product based on its reviews. As shopping digitally becomes increasingly common and convenient, that number will only go up.

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5 Benefits of a B2B Customer Self Service Portal

Vanilla Forums

Providing your customers with a customer self service portal is hugely beneficial in the B2B world and empowers your customers by giving them the tools to help themselves. As such, providing a customer self service portal as a part of your customer service strategy is crucial to success. This blog will discuss 5 benefits of a B2B customer self service portal, and why it's more important than ever to solidify this as a key element of your customer service strategy.

B2B 96
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Younger Generations Expect Digital-first Customer Service - Are You Ready?

NICE inContact

What is new is the impact that rapid digital technology advances have had on younger age groups. "Digital native" Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world's information at their fingertips. Some don't know any other way.

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The Open CCaaS Advantage Report

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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How to reimagine your customer experience in a time of change: Your first six steps

MyCustomer

Loyalty How to reimagine your CX in a time of change.

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The future of discretionary spending

Hero Digital

Discretionary spending has taken a hit since the start of the COVID-19 pandemic — whether that hit is driven by circumstance (limited spending opportunities), choices (preparation for uncertainty), or necessity (loss of income). Restaurant and retail sales have started to bounce back, but industries like travel — which has higher price points and continued concerns around safety — are still feeling the pain of the pandemic.

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Another 10 Great Ways to Increase eCommerce Traffic

Fox Metrics

You could have the most amazing eCommerce site with the best quality items at great prices , but if you don’t have a decent flow of website traffic, you will probably not be successful. Gaining a solid amount of quality site traffic is essential if you want to sell your products and remain in business. . So, how can you ensure that you are constantly receiving a large flow of traffic to your site?

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Next-Generation Video Banking

SaleMove

When you think of banking you probably picture getting in your car, driving down there and waiting in line for someone to assist you. Something about being face-to-face with someone who can help you, inspires feelings of trust and improves the overall customer or member experience. But what happens when you can’t get to a […]. The post Next-Generation Video Banking appeared first on Glia Blog | Digital Customer Service Explained.

Banking 52
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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SMS Marketing Dos and Don’ts: How To Use SMS To Successfully Build Your Business

Grade.us

Reading Time: 10 minutes. Customers love SMS marketing. Research from DotDigital shows SMS marketing boasts a 98%t open rate; 90%t of these messages are read in three minutes. Even more interesting is the fact that 50% of US Consumers receiving branded SMS messages go on to make direct purchases. It’s the only channel that achieves these response rates routinely.

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Next-Generation Video Banking

SaleMove

When you think of banking you probably picture getting in your car, driving down there and waiting in line for someone to assist you. Something about being face-to-face with someone who can help you, inspires feelings of trust and improves the overall customer or member experience. But what happens when you can’t get a physical branch when you need help refinancing your mortgage or figuring out which 401K plan best suits you and your family’s needs?

Banking 52
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The 10 requirements of magnificent customer journey mapping

MyCustomer

Engagement The 10 requirements of magnificent journey mapping.

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Juneteenth at Uplight

Uplight

In light of the powerful and overdue global human rights movement, Uplight observed Juneteenth, also known as Emancipation Day or Jubilee Day, last Friday (June 19th). Juneteenth celebrates black freedom and achievement while encouraging continuous self-development and respect for all cultures. Uplighters across the globe reflected, listened, learned, and engaged–using the time to commit to Read More.

Culture 64
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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the