Mon.Jan 11, 2021

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Intro to Insight Communities

Alida

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.

Insights 130
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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 266
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23 customer service tips to provide great experiences

GetFeedback

Top tips to provide better service that’ll benefit your business and your customers.

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Celebrating Tony Hsieh's Contribution to CX

CX Accelerator

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182
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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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5 Top Customer Service Articles For the Week of January 11, 2021

ShepHyken

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. How to Measure Your Customer Experience Maturity by Sharon Florentine. (CMSWire) A customer experience (CX) maturity assessment is a great way for an organization to understand where it is on its path to customer-centricity and identify where further interventions mig

2021 92

More Trending

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Experience TV Episode 5: The Problem with CRM for Digital Sellers Featuring Denis Pombriant of Beagle Research

Oracle

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

Sales 55
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5 ways to empower agents to deliver great customer experiences

MyCustomer

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This paper explores how you can empower agents to deliver a level of customer service that drives loyalty and ultimately boosts your brand.

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Increasing efficiency in banking customer experience with the power of Fintech

Beyond the Arc

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].

Banking 52
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Making customer service a more human experience

MyCustomer

Download this Ebook. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty.

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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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Increasing efficiency in banking customer experience with the power of Fintech

Beyond the Arc

2020 has left many financial institutions struggling to keep up with a tsunami of new demands and competitive challenges. Banking call centers are overwhelmed, and customers' financial needs are growing more complex. Add to that, tech giants like Apple and Google are wooing away consumers with seamlessly simple digital-first card experiences. How can banks and [.].

Banking 52
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In a Crowded Healthcare Industry, Stand Out with Stellar Patient Experience

Think Customers

Not that long ago, people had limited options when seeking healthcare: they went to their primary care doctor or, for more emergent needs, the local hospital. But these days, patients have a growing number of additional options: walk-in care centers, clinics located within retail pharmacies – even Amazon has entered the healthcare landscape. As competition grows, so too are consumer expectations, meaning healthcare organizations must offer superior patient experience to stay relevant.

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5 Elements of a Winning Customer Service Management Strategy

iPerceptions

The best customer service management strategy has clear goals, solid journey maps, strong processes, metrics, and a customer-centric culture. The post 5 Elements of a Winning Customer Service Management Strategy appeared first on Astute.

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Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security

Happy or Not

Responsible for the management of 44 airports in Norway, Avinor has rolled out HappyOrNot’s world-famous feedback terminals to measure critical customer feedback at security checkpoints TAMPERE & OSLO – JANUARY 2021 – HappyOrNot (www.happy-or-not.com), the […]. The post Norwegian Airport Operator Avinor Partners With HappyOrNot to Boost Customer Experience at Security appeared first on HappyOrNot.

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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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Smart CRM Basics: B2C Marketing

Optimove

What do cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).

B2C 52
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Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success

Gainsight

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO, speaks with Chris Port , the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions.

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Smart CRM Basics: B2C Marketing

Optimove

What does cohort analysis, customer attrition, behavior modeling, lifetime value, micro-segmentation, and customer loyalty all have in common? Well, they are all among the ever-popular pages on Optimove’s Learning Center – where you can find 40 terms that run from the most basic marketing phrases (such as B2C Marketing), all the way to the most advanced ones (think: predictive modeling, RFM segmentation, and statistical significance).

B2C 52
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CX job vacancy of the week: Bourne Leisure

MyCustomer

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 11th Jan 2021. By Neil Davey Managing editor.

2021 40
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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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When you can’t answer, “Why?”

Zeisler Consulting

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used.

Brands 93
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The New Change Management: Automated And Decentralized

Forrester's Customer Insights

Change management has continued to be a hot topic on social media and customer inquiry. As a process symbolizing traditional IT service management and the ITIL framework, it’s under increasing pressure to modernize in response to Agile and DevOps trends. However, change management emerged for a reason and I think it’s prudent to look at […].

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Don’t keep your customers on hold

MyCustomer

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores the impact of keeping customers on hold, and five ways you can improve call handling.

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inSided sees record 220% year-on-year growth as B2B demand for Customer Success Communities soars

inSided

[Amsterdam, Netherlands – January 12, 2021] In 2020, inSided, the Customer Success community platform , saw 220% year-on-year growth as more B2B companies wanted to leverage the power of community to facilitate customer self-service to increase retention and drive growth.

B2B 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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Atlas Reaches 100,000 Kudos

Lithium

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.

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Jan 11 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist (Work From Anywhere) Location: Melbourne, Victoria, Australia Organization: Snapforms As a Customer Success Specialist, you will build a strong rapport with customers and manage their relationships with Snapforms through the entire client journey, from a trial, sign up, and through to contract renewal. Be the customers’ go-to person!

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Atlas Reaches 100,000 Kudos

Lithium

Today is a significant milestone for us all and a great chance to reflect upon just a few of the successes we have all had leading up to this moment. Community Managers offered their advice and pushed us to new heights during CMAD. Together, we welcomed our new CCO, Staci. We all said Hi to Maia, the Khoros bot , and chatted with our Atlas Guides. Our Khoros Kudos winners proved they are leaders and champions of progress.

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Sandbox access: Introducing Keatext’s new free trial experience

Keatext

The post Sandbox access: Introducing Keatext’s new free trial experience appeared first on Keatext.

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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