Innovative CX
APRIL 22, 2020
I live in a city that is mandating the use of masks to prevent the spread of COVID-19. I support this requirement if it helps flatten the curve and speed our recovery from this pandemic. I have noticed on more than one occasion when I venture out for essential supplies, that my customer experience has dramatically changed due to one missing element.
The DiJulius Group
APRIL 22, 2020
It is important for every organization to have its mission and purpose statements. It serves as a guide when it comes to decision making and alignment. Nonetheless, it is also important for a business to have a Customer Service Vision Statement. Statement overload! When we start working with a consulting client and tell them the. Read Full Article. The post The Difference Between a Mission, Purpose, and Customer Service Vision Statement appeared first on The DiJulius Group.
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CSM Magazine
APRIL 22, 2020
In our times, no company big or small can survive without a robust online presence and a website converting new customers into loyal ones. Customer experience is the crucial aspect you need to think about as a startup or a solopreneur, from visuals to UX and from blog content to customer support tools. What to Choose: A Website Builder or a Professional Website Designer?
ShepHyken
APRIL 22, 2020
“Detail is no detail.”. I’m not sure where I heard this first. I even did a Google search and couldn’t find it. Maybe I made it up. If I did, this is what I meant by it: details are important. They must be purposeful. Some of the “little things” that seemingly don’t matter can actually be very important. An example of this comes right out of my recently released book, the updated and revised version of The Cult of the Customer.
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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.
Lumoa
APRIL 22, 2020
B2B companies often struggle with common hurdles when it comes to surveying customers. Conducting B2B customer surveys should be an illuminating process, but instead, they become a nightmare that makes you want to tear your hair out. It’s kind of like making New Year’s resolutions… you know you should stick to them, but somehow you always stray from the righteous path.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ecrion
APRIL 22, 2020
It’s true that automating any business-related task can save time and money. You and your employees take advantage of automating business operations on many levels. This is even true when it comes to communication with your consumers. For instance, you might have a reason to set up automated email responses. These can be useful for a variety of operational tasks.
ChurnZero
APRIL 22, 2020
ChurnZero has been recognized as a leader among Customer Success software providers. We are proud to announce that TrustRadius has recognized ChurnZero with a 2020 Top Rated Award. With a trScore of 9.1 out of 10 (highest in the Customer Success category) and over 89 verified reviews, ChurnZero is recognized by the TrustRadius community as a valuable player in the Customer Success software category.
NetBase
APRIL 22, 2020
Consumer confidence is low right now and brands are switching gears to maintain relationships. Monitoring consumer investment mindset in light of COVID-19 will be important. Here’s how. Taking the C onsumer Confidence Index (CCI) Temperature. The economy is fueled by consumer spending, and for quite some time now, economists have been able to predict and measure future trends.
Talkdesk
APRIL 22, 2020
“Talkdesk works well with remote teams. When I’m onboarding new hires, I can have them download, register and learn how to use the program within an hour, and they are able to take calls.” — Emily Donohoe, training specialist, HotelTonight. For many, 2020 is a year of change — both personally and professionally. Currently, the coronavirus (COVID-19) pandemic is taking the world by storm, forcing many to practice social distancing or shelter-in-place for safety.
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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
Forrester's Customer Insights
APRIL 22, 2020
Medallia continues its buying spree – adding to its numerous acquisitions in 2019 and its purchase of video feedback platform LivingLens in February of this year.[i] Acquiring Voci will strengthen Medallia’s overall offering primarily by enabling clients to tap into contact center insights and data. This move will also help Medallia customers overcome one of […].
C Space
APRIL 22, 2020
Customer, Now. Nothing is changing faster than ourselves. Read more about this C Space project. What’s happening with customers right now and what should business do next? Suddenly, these two questions became a lot more complicated; the answers require us to get beyond the numbers, headlines and hyperbole in search of simple, scalable human truths. That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspecti
Confirmit
APRIL 22, 2020
Register to the webinar for your region. Australia: 28th April @ 11am AEST. Europe: 28th April @ 11am BST. North America: 28th April @ 11am EDT. Customer experience doesn’t sit in a vacuum. To succeed, it needs to be a living part of the wider organization – and that means you need some serious business acumen. You need to understand what delivers results, and how to make that happen.
kommunicate
APRIL 22, 2020
The chatbots are cropping up and gaining popularity everywhere. It’s also commonplace for chatbots to appear on websites, instead of a user attempting to search your website to find what they need, they can just engage in directions conversation with your chatbot. In this post, we will learn how to add dialogflow bot to WordPress websites with the help of Kommunicate.
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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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Confirmit
APRIL 22, 2020
Register to the webinar for your region. Australia: 28th May @ 11am AEST. Europe: 28th May @ 11am BST. North America: 28th May @ 11am EDT. There’s more to customer experience than analytics – but it’s a great place to start! With the ever-growing data mountain that encompasses most corporations, it’s imperative to have an analyst on the team who can evaluate the information accurately, communicate it to the right people in the most digestible format, so necessary action c
C Space
APRIL 22, 2020
The Brand Move Roundup – April 22, 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).
Brad Cleveland Blog
APRIL 22, 2020
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic work so many customer service professionals are doing. [link].
Forrester's Customer Insights
APRIL 22, 2020
Forrester has completed several Total Economic Impact™ (TEI) studies focused on communication and collaboration technology. Higher productivity is a key, consistent, and measurable benefit. We found that there are several ways in which employee efficiency and effectiveness can be improved.
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.
Brad Cleveland Blog
APRIL 22, 2020
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the … Continue reading → The post “Press 1 for Frustration” Article appeared first on Brad Cleveland.
Alida
APRIL 22, 2020
It is in the difficult times when we see the best in people and the best in community.
Qualtrics
APRIL 22, 2020
This is the second post in a two-part series about supporting on-site employees during COVID-19. Read part one about listening effectively to these essential on-site and frontline workers. As things change rapidly with the COVID-19 crisis, the importance of keeping employees safe and healthy has emerged as the top priority for companies across the globe.
Brad Cleveland Blog
APRIL 22, 2020
This article from Heather Kelly at The Washington Post is a great behind-the-scenes look at the challenges of reaching customer service when call volumes are high and wait times are long. I was honored to be a resource for the article—and I’m thankful for the heroic work so many customer service professionals are doing. [link].
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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.
Qualtrics
APRIL 22, 2020
Life as we knew it before COVID-19 will take time to return, and even when it does we’re likely to be in a ‘new normal’, as the crisis impacts consumer behaviors going forward. Find out how Conjoint/MaxDiff can help you use real-time feedback to develop the products and services your customers need both now, and as you emerge from the other side of the coronavirus crisis.
Lumoa
APRIL 22, 2020
Conducting B2B customer surveys is for many a struggle. There are two major problems that B2B surveys often experience; not able to collect enough responses and hard to act on the feedback. Learn how to overcome these typical B2B survey problems.
The DiJulius Group
APRIL 22, 2020
1. Feature Article Be The Best Decision Your Employees Ever Made By John DiJulius, Chief Revolution Officer Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever. Every employee is in their most vulnerable state. They need to know. Read Full Article.
Uplight
APRIL 22, 2020
Over the past few weeks, the world has come to a halt, with most people sheltering in place during the coronavirus pandemic. In the US, this has instantly had a profound impact on energy usage – by Uplight’s preliminary estimates, residential usage has increased by more than 20-30 percent in some areas of the U.S. Read More. The post Helping Customers with Personalization During the COVID-19 Crisis appeared first on Uplight.
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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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