Experience Investigators by 360Connext
NOVEMBER 12, 2019
“We’re unique, and so are the CX challenges we face.” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors…because of the size of our organization, the way our company is organized, and the way our industry is regulated!
ShepHyken
NOVEMBER 12, 2019
Create a Disney-Worthy Customer Experience. Building a magical customer experience at every level. Shep Hyken interviews Dennis Snow. They discuss how to define an organization’s level of service and company culture by looking at examples from the Walt Disney World Company. Top Takeaways: There are two steps to defining your organization’s level of service.
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Heart of the Customer
NOVEMBER 12, 2019
Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. Based on a 2016 study of customer experience professionals, over two-thirds of respondents did not rate their journey mapping project as successful. The reason?
Answer Dash
NOVEMBER 12, 2019
(This article was originally published at Analytics Insight ) We understand that artificial intelligence is playing an important role in how organizations work. Artificial intelligence projects and services are changing everything from data accumulation and processing in the marketing division to on-boarding in the HR office. While AI and automation hold colossal value as far as time and cost reserve savings internally, there is another area wherein AI guarantees much greater, progressively impo
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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.
Totango
NOVEMBER 12, 2019
Imagine you’re a customer. A salesperson has lavished attention on you and your every need. As a result, you’ve made a purchase. Now, you’re ready to use the new product, and you’re looking forward to seeing if it lives up to the hype. But what happens next? Do you continue to get the same level of attention from that company’s customer success (CS) team?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Oracle
NOVEMBER 12, 2019
This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy “ Omnichannel optimization is essential for success with 21st century shoppers. Consumer expectations have risen to a point where it calls for a company’s customer experience to be seamless across all channels , from your site to your social media channels, in person, and anywhere else your brand has a presence.
CSM Magazine
NOVEMBER 12, 2019
Did you know that the cost for attracting new customers is five times more expensive than retaining current ones? Therefore, you should make every effort to build lasting relationships with your clients. In doing so, they will reward you with loyalty and their patronage. Here are some key steps you can take to ensure lasting client relationships: 1.
Daniel Group
NOVEMBER 12, 2019
Welcome to Success Strategies. Want to build better relationships with your customers and your employees? The first step is to… Thank them! November reminds us to be thankful. In our recent blog, 5 Reasons to Make Thanksgiving a Habit , Doug Fowler, our COO, outlines the personal benefits of being grateful every day. What about your employees?
CSM Magazine
NOVEMBER 12, 2019
If you want to raise the bar of your quality of customer service, your efforts must begin with the management of your service representatives. Training is the cornerstone of any service-minded business because it keeps the focus of the company where it belongs – on the customer. Consider these effective ways to manage your customer service representatives so you can rest assured your customers are receiving the highest possible level of service every time they do business with you.
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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
delighted
NOVEMBER 12, 2019
A recent Walker eCommerce study reveals that by 2020, customer experience will emerge as a leading ecommerce brand differentiator. Brands will have to differentiate themselves not based on price and product (as they have in the past), but rather on the experience that they provide to customers in both their physical and online retail stores. Creating the exceptional customer experience needed to succeed in today’s competitive retail environment is only possible through relevant, memorable,
Forrester's Customer Insights
NOVEMBER 12, 2019
Customer service organizations use robotic process automation (RPA) as a tactical and short-term approach to digitize common agent tasks. There are two forms of RPA: unattended and attended RPA. A task can start with an agent and be supported by attended automation, which can kick off unattended RPA to complete the process. Customer service leaders […].
Ecrion
NOVEMBER 12, 2019
Bruce Springsteen once said “Sustaining an audience is hard.” Likewise, maintaining your customer base can be a challenge. McKinsey & Company describe the three C’s of customer satisfaction. They include customer-journey consistency, emotional consistency, and communication consistency. Studies show that document challenges account for a 21.3% loss in productivity.
CXApp
NOVEMBER 12, 2019
Generally, technology is meant to simplify our lives, by making tasks much easier to complete, helping us organize information, and also by providing more direct controls. This extends to all facets of our lives, from personal to professional.
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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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Qualtrics
NOVEMBER 12, 2019
The holidays are undoubtedly retail’s busiest time as everyone scrambles to give Santa a run for his money. But this also means that competition for consumer cash is fierce. Research from advertising company Epsilon found that 80% of consumers are more likely to make a purchase when brands offer personalized CX (customer experience). Personalization is core to experiences , according to Joe Pine, the godfather of experience economy.
NetBase
NOVEMBER 12, 2019
Brands know that vanity metrics, specifically ‘likes,’ are meaningless without understanding the “why” behind them. But that doesn’t mean they’re ready to do without them. And measuring awareness on Instagram once the likes are gone is a real concern for businesses – and influencers. But it shouldn’t be. What is happening and what should brands do once the likes are gone, just in general?
Up Your Service
NOVEMBER 12, 2019
THANK YOU for allowing me to serve you and so many others around the world with the spirit of Uplifting Service! I’ve been nominated for “Global Top Gurus 2020” and appreciate your vote of support. Step 1: Go to [link]. Step 2: Select Customer Service Category. Click “Vote Here” Step 3: Log in via Facebook, Google, or LinkedIn. Step 4: Select Ron Kaufman.
SaleMove
NOVEMBER 12, 2019
Build lasting relationships between your credit unions and your members. As consumers, we all interact with many organizations in our daily lives. Some of those conversations are good and some bad; some leave us happy with the outcome, while others have us yelling at the phone or screen. Each positively or negatively affects our willingness to continue doing business with the institution in question.
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.
NetBase
NOVEMBER 12, 2019
Brands know that vanity metrics, specifically ‘likes,’ are meaningless without understanding the “why” behind them. But that doesn’t mean they’re ready to do without them. And measuring awareness on Instagram once the likes are gone is a real concern for businesses – and influencers. But it shouldn’t be. What is happening and what should brands do once the likes are gone, just in general?
Genroe
NOVEMBER 12, 2019
In the customer feedback action journey there are several phases of evolution. It starts with simple data collection and ends with customer driven, company-wide, continuous process improvement. Some of the phases are easy, such as setting up data collection. Some of them are not so easy. One of the not so easy phases is implementing […]. The post Customer Feedback Management Meets Quality Systems appeared first on Genroe.
Forrester's Customer Insights
NOVEMBER 12, 2019
By Jay McBain and Rob Spee If you haven’t listened to a podcast yet, you’re now in the minority. According to Podcast Insights, 51% of the US population has listened to at least one podcast. Since the first podcast came on the scene in 2004, there are now over 750,000 podcast shows with […].
Maru Group
NOVEMBER 12, 2019
I had the good fortune recently to spend a few days up north, far from the bright lights of the big city. At night the stars lit up the sky, and as I stepped outside my eyes quickly gravitated to familiar patterns like the Big Dipper and Orion’s Belt. As I found myself trying to recall the ancient stories behind these groupings of stars, I was struck by how we naturally seek out and see patterns.
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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.
Forrester's Customer Insights
NOVEMBER 12, 2019
Developers deliver major types of business applications many times faster with low-code platforms than they can by coding alone. How will low-code vendors keep raising software-delivery speed? I see two big sources of innovation: 1) applying AI to low-code development and operations and 2) embracing a new approach I’m calling “prescriptive low-code.” Four vendors embrace […].
InMoment XI
NOVEMBER 12, 2019
Far too many dealership leaders are in denial that staff diversity is a critical strategy! They honestly believe that diversity ranks far below other “transactional” benchmarks…and they have a strong belief (an acceptance that something is true) that their mostly male front line already does a great job communicating equally with both men and women.
Forrester's Customer Insights
NOVEMBER 12, 2019
Sites crash, especially when a new product launch creates a massive leap in traffic compared to usual demand. Two sites notably crashed recently – startup Jeffree Star Cosmetics and veteran brand Pringle’s. While this looks like a disastrous website failure – and may be, fundamentally – it can also create considerable opportunities for brands. Is […].
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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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