Heart of the Customer
APRIL 16, 2020
I’ve been posting weekly videos on LinkedIn with advice on what CX professionals can do during this unsettling time. During Week 2 of the pandemic, I received a survey request that I felt was ill-conceived. The email –entitled “We’d love to hear your thoughts!” – had your standard “based on your current level of happiness […]. The post Surveys in the Time of Pandemic appeared first on Heart of the Customer.
Hello Customer
APRIL 16, 2020
If you are familiar with Steven Van Belleghem, you'll know that he recently provided a full slide deck on how to focus on customer experience during and after the corona crisis ( Link to the slides here ). In his presentation, Steven claims that in order to win a customer's heart these days, there are 3 elements you need to focus on: Having empathy.
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Innovative CX
APRIL 16, 2020
We do what we do, and we do it together! When I last wrote about the Colleague Experience , defined as how we interact with one another to achieve an improved customer experience, phrases like self-isolation and quarantine, shelter-in-place and social distancing didn’t exist. Work from home was a luxury for some, a necessity for others and only experienced by a small percentage of the workforce.
InMoment XI
APRIL 16, 2020
In normal times, most companies recognize that delivering an outstanding customer experience is a major factor in both customer retention and overall company success. During a crisis understanding the customer experience can become downright critical. In this article we will look in depth at customer experience problems and solutions through two stories, in order to.
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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.
GetFeedback
APRIL 16, 2020
SurveyMonkey's VP of CX Christine Rimer shares her thoughts on the evolving role of CX to kick off our monthly LinkedIn livestream series.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Magellan Solutions
APRIL 16, 2020
Outsourcing can benefit businesses of all industries and sizes, especially during challenging times. For US companies that outsource offshore, one of its greatest benefits is additional support during recessions. While you can always outsource within your territory, a growing number of companies find it more effective to do it offshore. In fact, a lot of key industry players are taking advantage of offshore outsourcing.
One Millimeter Mindset
APRIL 16, 2020
By now, most of us are attending far more virtual meetings and presentations than we ever dreamed possible. With our days open 24/7 across global time zones, the assumption is that we all are “on call.” However, what isn’t “on call” are our levels of attention, energy and engagement. Because the more virtual we become, the more our storytelling habits need to be recalibrated to provide a wall-to-wall experience for attendees.
Talkdesk
APRIL 16, 2020
The recent coronavirus outbreak has put unprecedented pressure on the customer service industry. Contact centers are dealing with a surge of calls from customers who often have urgent needs, increasing the variety and level of difficulty of questions. Agents must be well-trained and prepared. . Businesses are turning to self-service tools and digital channels to relieve incoming call volumes, but many are also scaling their workforce by rapidly hiring customer service agents or repurposing other
inmoment
APRIL 16, 2020
Grocery stores and supermarkets are accustomed to being a central part of their customers’ lives, but in the age of COVID-19, many brands are finding that they are the only destination for customers—outside of their homes, that is. These stores are among the few specified “essential” businesses that remain open so home-bound customers can keep their fridges and pantries stocked.
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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
dscout People Nerds
APRIL 16, 2020
Trouble communicating, distractions, and dropped calls. Here’s how you can make your next workshop as painless as possible. .
ERDM
APRIL 16, 2020
Article by Ernan Roman Featured on CMO.com For many organizations, the coronavirus has altered the way people work—with the most obvious change, of course, coming in the form of closed offices and people working remotely. B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers.
NICE inContact
APRIL 16, 2020
Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.
Customercount
APRIL 16, 2020
Proper customer care will produce referrals, increase traffic and cause money to flow. It minimizes complaints and creates efficiencies. So why the resistance amongst business managers today? The post Why you should care about customer care appeared first on CustomerCount.
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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,
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ProProfs Chat
APRIL 16, 2020
If content is the king, it owes its realm to good customer feedback. With the in-depth knowledge of the user’s perspective, the content marketing strategy gets closer to its goals, and online surveys are great to obtain this knowledge. The more you know about the expectations and necessities of your customers, the more valuable content you can create for them.
CSM Magazine
APRIL 16, 2020
Derek Jones, VP Enterprise Strategy, Americas at Deputy outlines the steps call centers need to take for quick onboarding of new employees. Facing a crisis is inevitable in every industry, and the key to facing the time of crisis effectively is preparation. Businesses who fail to create an actionable crisis onboarding plan set themselves for failure.
Kustomer
APRIL 16, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Vikas Bhambri, Senior Vice President of Sales and CX at Kustomer, joins Gabe Larsen in discussing how both human customer service agents and artificial intelligence (AI) are mutually beneficial in the development of real and positive customer experiences. AI Bots Alone Cannot Solve Customers’ Problems.
ERDM
APRIL 16, 2020
Article by Ernan Roman Featured on CMO.com For many organizations, the coronavirus has altered the way people work—with the most obvious change, of course, coming in the form of closed offices and people working remotely. B2B firms are no exception. However, in these days of social distancing, it’s especially important that companies remain connected with their employees and customers.
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.
PK
APRIL 16, 2020
Technology-driven solutions have transformed banking and finance over the past few years. Post-recession demand from consumers for greater transparency, mobility and digital connectivity has driven advancements, but risk management, compliance and cost optimization remain top concerns for today’s banks. Modern fintech initiatives are challenged to balance innovation with security and costs while delivering high-performance products and services.
Optimove
APRIL 16, 2020
When the Coronavirus outbreak started, we were all caught off-guard. Scrambling to catch up, we rushed into mass emailing our customers, quickly reducing budgets and continually feeling as if we are one step behind. Now, after the initial “emergency mode” of operations, most companies have finally begun to find a rhythm and understanding of what is working.
C Space
APRIL 16, 2020
The Brand Move Roundup – April 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
Magellan Solutions
APRIL 16, 2020
Outsourcing has become a global phenomenon. What was once thought of simply as a means to save costs has become an effective tool in helping companies grow and expand. Key industry players, at most, benefit from this business activity. Even startups and small businesses are now taking advantage of outsourcing to supplement whatever is missing in-house.
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Enalyzer
APRIL 16, 2020
We don’t know when we are going back to normal and therefore you should prepare for the following months. A remote workforce, especially under these circumstances, has its own challenges that you need to understand and address. By collecting feedback, you can communicate with your employees, ease their concerns and uncertainty, and stay connected with the state of engagement and well-being amongst them.
SMG CX
APRIL 16, 2020
As people around the U.S. hunker down at home, the age-old question “What’s for dinner?” is more often being answered with the help of a food delivery app. Since March 11—when the World Health Organization declared COVID-19 a pandemic and restaurants across the country shut down their dining rooms—many brands have turned to third-party delivery providers.
NICE inContact
APRIL 16, 2020
Contact centers can create a team approach that increases consistency and enables everyone to have their individual contributions recognized. Agents do what they’re incented to do, and the right incentives can create great experiences for all.
Oracle
APRIL 16, 2020
When it comes to captivating an audience, there’s nothing like the power of brand storytelling. According to an interview with Forbes , New York Times Bestselling Author Donald Miller states, “Your brain spends about 30% of its time daydreaming unless you’re listening to a story. If you hear a story…your brain stops daydreaming.
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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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