ChurnZero
FEBRUARY 7, 2020
What’s the Job Outlook for Customer Success Professionals? Embarking in an emerging career field like Customer Success brings great possibility—and uncertainty. Will this role have high growth potential? Do companies see the value of my department? Is my experience going to be relevant in the years to come? These are the questions that can onset an existential career crisis.
Oracle
FEBRUARY 7, 2020
Investing in better customer experience (CX) may significantly contribute to revenue growth and customer loyalty. According to Gartner , “More than two-thirds of marketers responsible for CX say their companies compete mostly on the basis of CX, according to the 2017 Gartner Customer Experience in Marketing Survey. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX.” CX is undoubtedly very important.
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Heart of the Customer
FEBRUARY 7, 2020
A while back, I posted here on Forrester’s prediction that 1 in 4 CX pros will lose their jobs this year. When CustomerThink reposted my thoughts on this, it generated a great conversation, with Sampson Lee, Shep Hyken, Lynn Hunsaker, Harley Manning, Bob Thompson, and others weighing in in the comments section. One issue that came up repeatedly up was why?
GetFeedback
FEBRUARY 7, 2020
The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. If you sold financial software, your product would get compared to your competitors’ products and that was the end of it.
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ProProfs Chat
FEBRUARY 7, 2020
Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too. At least it was obvious that customers would simply walk to the store whenever they needed support. . And then came the technological avalanche – postal service, phone, email, live chat, social media.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
FEBRUARY 7, 2020
This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems. In the age of chatbots, contact forms, and phone menus, consumers still seek human interaction when communicating with a business and will grow frustrated if that interaction is delayed or not allowed.
ClearAction
FEBRUARY 7, 2020
Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Lynn Hunsaker. Customer experience is not limited to an interaction. Cumulative perceptions, interactions, circumstances and judgments add up over time to form “customer experience” for each of our prospects, customers, partners, suppliers, and stakeholders. This means customer experience is longitudinal, i.e. developed across a long period of time.
CSM Magazine
FEBRUARY 7, 2020
Banks, credit unions, and direct lenders work in a very competitive market. They also deal with one of the most sensitive and vital aspects of peoples’ lives: money. Or the lack thereof. In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses?
NetBase
FEBRUARY 7, 2020
Flying has come under fire for contributing to environmental damage, and the industry response has been swift. Carbon offsetting programs by Delta and United set the pace and now JetBlue is taking it one step further, committing to a carbon neutral approach. And it has consumers and investors talking, while creating a host of opportunities for the airline.
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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
Very Best Service
FEBRUARY 7, 2020
Scan your customer service horizon The long term performance of your business is really what matters. Once you have removed all seasonal effects and difficult trading periods due to economic down cycle or increased international competition, the business will perform according to your ability to understand customers needs and deliver the product or service that they expect.
Strikedeck
FEBRUARY 7, 2020
Cairo Amani talks about the common mistakes that startup SaaS companies make when it comes to their customers.
Lithium
FEBRUARY 7, 2020
January got off to a fast start, and that, unfortunately, included an attack on the Khoros Marketing Platform. For those affected, we truly appreciate your patience and feedback as we worked through the week to resolve this. As Khoros CEO Jack Blaha mentioned in a previous communication , we take the trust of our customers very seriously and we put your success first, always.
MyCustomer
FEBRUARY 7, 2020
Engagement How to renew your stale CX programme in 90 days.
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Team Support
FEBRUARY 7, 2020
All companies strive towards having a strong corporate culture. People make a business what it is, so keeping them happy, motivated, and positive has an impact on operations that is difficult to measure and describe. A great culture fuels a level of growth and productivity that all businesses want to achieve. When it comes to customer support, a corporate culture can have a wide array of impacts.
Forrester's Customer Insights
FEBRUARY 7, 2020
In the recently released report, “The Forrester New Wave™: Bot Management, Q1 2020,” we talked about the range of bot attacks that organizations are facing, from simple web scraping bots to sophisticated bots that mimic human behavior. We didn’t spend much time talking about the web scraping scenario, but both good and bad bots do this. For examples of good bots, consider search […].
Customers That Stick
FEBRUARY 7, 2020
What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well. . I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions. That can be tedious. In customer service, it’s less about the responsibilities than the situations.
Hero Digital
FEBRUARY 7, 2020
Kenneth Parks of Hero Digital shares how brands must put customers at the heart of their businesses to win trust and achieve growth in a Truth & Beauty Economy. The world is experiencing a trust deficit because institutions and corporations are constantly failing us, said Kenneth Parks, Hero Digital’s CMO, at Most Contagious New York on 29 January.
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.
eGain Blogs
FEBRUARY 7, 2020
The importance of knowledge management in the call center is growing. Based on the findings of the TSIA annual report on the state of knowledge management , this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations, including professional services, managed services, and customer success, formalizing the capture and s
Talkdesk
FEBRUARY 7, 2020
Omio , formerly GoEuro, presents a pioneering platform that allows users to find the fastest, cheapest and best travel options by train, bus and flight to thousands of cities, towns and villages across Europe. The company operates in 15 countries, with 27 million monthly users from more than 120 countries traveling across 100,000+ European destinations.
Confirmit
FEBRUARY 7, 2020
Register to the webinar for your region: Australia: 19th March @ 11am AEDT. Europe: 19th March @ 11am GMT. North America: 19th March @ 11am EST. Historically, B2B and B2B2C companies have focused their analytics on either customer insights (CI) and revenue or cost optimization and operations. This made sense in years past, when firms could focus on a single source of advantage — such as growing faster or being more efficient.
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