GetFeedback

JANUARY 6, 2020

Customer feedback is critical for good business as it identifies strengths and blind spots in your customer experience. But, simply.

NPS 195

NPS Feedback Customer Experience Customers 195

ShepHyken

JANUARY 6, 2020

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. 8 CX Design & Strategy Trends You Need To Know: Looking Back On The 2019 Contact Center by Matt Wujciak. (CCW DIgital) This article shares 8 key findings on CX Design and Strategy, according to our 2019 market study.

2020 104

2020 Article Customer Service Contact Center 104

GetFeedback

JANUARY 6, 2020

Learn how to take the data you've gathered via your online surveys, and turn that information into visually engaging presentations.

Presentation 195

Presentation Engagement Information Article 195

Experience Matters

JANUARY 6, 2020

One of the key building blocks of Experience Management (XM) is X-data, which helps establish an understanding of how people think, feel, and behave. In almost all circumstances, organizations lack the X-data they truly need. So how should organizations go about instrumenting their operations to collect the right data? To identify the required X-data, it’s important to first understand how data flows from people’s experiences.

Management 87

Management Employee Experience Brands Marketing 87

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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.

Customers

Forrester's Customer Insights

JANUARY 6, 2020

Preparing for this years list of future channel trends has been an immersive experience to say the least. In 2019, I was able to talk to 497 companies one-on-one about their channel strategy and programs, including 130 of those face-to-face. I received 78 briefings from the technology companies who are inventing new ways to […].

2020 69

2020 2019 Technology Omnichannel 69

Provide Support

JANUARY 6, 2020

In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience.

2003 52

2003 Customer Service Social Media 2017 52

Steve DiGioia

JANUARY 6, 2020

We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years. This is a dream hire. But other times, we hire a dud who chases our clients away.

Customer Service 80

Customer Service Magazine Customers Presentation 80

CSM Magazine

JANUARY 6, 2020

All businesses need to offer a good level of customer service if they want to stay afloat. Of course, exceptional customer service can help you to stand out from the crowd and gain a bigger share of the market. However, law firms have traditionally shied away from introducing customer-led initiatives. As companies routinely require the services of commercial lawyers, many law firms assume their customer base is guaranteed.

Customer Service 52

Customer Service B2B Document Exceptional Customer Service 52

Team HGS

JANUARY 6, 2020

20/20 Vision: 9 Trends at the Heart of Tomorrow’s Healthcare. From an in-control consumer to digital experience and telemedicine, healthcare delivery continues to stretch the limits of what we thought possible. As health plans and health systems increasingly turn to outsourcing partners to compete and thrive in this ever-changing market, we’re here with HGS’s on-the-ground assessment of Healthcare 2020.

Healthcare 52

Healthcare 2020 Return on Investment Financial 52

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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

Retail

SaleMove

JANUARY 6, 2020

Check out the first installment of this series: The Times They Are a-Changing: Talent in the Contact Center Part 1: Setting the Stage In our second part of this blog series, we continue our examination of how to staff the contact center of tomorrow. Just as a sports team consists of players and coaches working […]. The post The Times They Are a-Changing: Talent in the Contact Center Part 2: Players and Coaches appeared first on Glia Blog | Digital Customer Service Explained.

Contact Center 52

Contact Center Sports Blog Customer Service 52

NetBase

JANUARY 6, 2020

Brands are always on the look-out for new influential partners, and pet influencers certainly fit the bill. They possess lots of promotional power online. But looking beyond the typical cute puppies populating Pinterest and other sites, we see lots of unusual pet influencers cashing in. And brands may want to take a moment to consider an unusual approach in this increasingly crowded global market.

Apparel 71

Apparel Fashion Brands Connections 71

Andrew Mcfarland

JANUARY 6, 2020

Companies invest billions to develop new products and expand market share but their biggest growth engine (customers) remains untapped. To transform your business in 2020, improve the customer experience.

2020 62

2020 2019 Article Marketing 62

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally. I consider myself a very moderate person in my approach to life and business and especially within my current role as a customer experience consultant.

2020 40

2020 White Paper Airlines 2004 40

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Lithium

JANUARY 6, 2020

Below are the new features and changes made to Atlas in December. Comment below if you have any questions or feedback! FIXES. Support board list overlapped the right rail. Menu no longer expanding. Case Portal descriptions hard to read on mobile. NEW. Added “My Bookmarks” component to homepage. UPDATES. Title changes in the event group. Changed all uses of “Subscribe” to “Follow”.

2019 52

2019 Events Feedback Engagement 52

CSM Magazine

JANUARY 6, 2020

Is 2020 the year you plan to open up your own business in Belgium? If so, there is no doubt that you have plenty on your plate in terms of preparing for this next big step. Clearly, you want your business to get a positive and robust start so that it can succeed, not just in the short-term but the long-term. Having a strong product or service that you will be offering to customers is only half the battle when it comes to building a successful business, and as any entrepreneur will tell, you ther

Customer Service 52

Customer Service Poor Customer Service Customers 2020 52

SaleMove

JANUARY 6, 2020

In our second part of this blog series, we continue our examination of how to staff the contact center of tomorrow. Just as a sports team consists of players and coaches working in concert, the contact center’s backbone is comprised of agents and supervisors. Let’s take a look at where those roles are headed. Human Touch – Role of the Agent. Today agents are the front line players in the contact center.

Contact Center 52

Contact Center Virtual Agent Sports Call Center 52

CSM Magazine

JANUARY 6, 2020

Latest data by B-Stock, a leading online secondary marketplace, showed that toys, speciality kitchen items, tools and women’s trendy apparel are the most returned items. The number of products being sent back on National Returns Day (2nd January) were expected to be 72% higher than the average day in December according to the Royal Mail. This contributes massively to the yearly total of £60 billion worth of products being returned to UK retailers. “Every year, the number of truckload

Apparel 52

Apparel Retail 2019 Presentation 52

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.

Customer Insights

Peter Lavers

JANUARY 6, 2020

Why building, protecting and recovering Trust is a business imperative. In this blog co-written with Mark Holloake, Peter Lavers considers how trust is a hot topic, but that lot of commentary suggests it is binary – you can either trust an entity or not – an on/off switch in effect. They argue that if it’s a switch then it’s more like a dimmer switch – yes, there’s a definite ‘off’ and ‘fully on’, but there’s also a range in between!

2030 52

2030 Definition B2B Blog 52

CSM Magazine

JANUARY 6, 2020

If you have been keeping abreast of the latest business and business and marketing trends, then you are familiar with the current buzz around podcasts. Recent studies conducted by Ofcom indicate that podcasts are now a flourishing online platform, which is attracting an ever-expanding audience. It has been suggested that around six million adults tune each week.

Download 52

Download Social Media ROI Marketing 52

MyCustomer

JANUARY 6, 2020

Engagement Is your CX being undermined by your AI strategy?

Customer Experience 52

Customer Experience Engagement Customers 52

Oracle

JANUARY 6, 2020

Few elements of the commerce world receive less love than the shopping cart, which is usually uttered in close proximity to the word “abandonment” As in, persistent online cart abandonment rates, which reflect the frequency at which potential buyers bail on purchases — which is around 70%. Such statistics frequently place the functionality in the cross-hairs of exasperated marketers, who regularly seek out potentially better ways forward.

2001 46

2001 Automotive Retail 2013 46

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Forrester's Customer Insights

JANUARY 6, 2020

With Holiday peak just behind us, apply lessons from 2019 for wins in 2020 (… and not just during Holiday!). Shoppers are not just looking for a good deal, they want to appease their sense of social responsibility to feel like they’re doing some GOOD with their purchase – or at least, not making it […].

Retail 52

Retail Consumers 2019 2020 52

MyCustomer

JANUARY 6, 2020

Loyalty 7 elements that will make or break your CX in 2020.

2020 60

2020 Loyalty 60

GetFeedback

JANUARY 6, 2020

Event and conference surveys are a great way to capture attendee feedback after the big day is over. Here are 10 quick tips on sending post-event surveys.

Events 195

Events Feedback Article 195

MyCustomer

JANUARY 6, 2020

Engagement How the customer is killing the CEO.

Customers 64

Customers Engagement 64

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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.

Customer Engagement