Zeisler Consulting
JANUARY 7, 2021
I’ve written about Customer Effort Score (CES) before and kind of chided the intractability of defining it specifically. Of course, it’s not fair to pick on CES, as I’ve written in other instances , even common definitions like First Contact Resolution runs into definitional problems when they encounter actual Customer opinions (we all have our own definitions).
Lumoa
JANUARY 7, 2021
At what point during the customer journey should you measure how the customer is feeling? In the middle? After their journey is over? Every month? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.
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delighted
JANUARY 7, 2021
When you think of your customer, who comes to mind? Can you name their intentions, motivations, and pain points? Better yet, do you know why they are choosing your company among competitors? . Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. .
One Millimeter Mindset
JANUARY 7, 2021
Ouch! That’s an in-your-face question to ask yourself, isn’t it? And if you feel defensive, it is understandable. After all, you feel you do all the right things. Following processes and steps outlined in guidelines and playbooks. Yet, projects go unproductively sideways. And team synergy slowly evaporates. In addition, unproductive rework and reduced efficiency remain the norm.
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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.
Kustomer
JANUARY 7, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Steven Maskell , Vice President of Customer Experience at Zones , to discuss how to create a personalized, data-driven customer experience. Learn how Steven does so by listening to the podcast below. Creating a Data-Driven Customer Experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ProProfs Chat
JANUARY 7, 2021
In a hyper-competitive world, how do you ensure that your product stands out and catches the customer’s attention? Sure, you could offer a never-before-seen product, but does that always ensure success? Not always! Google Glass , Facebook phone, and Apple’s Newton Handheld were thought to be incredibly innovative for their time, but where are they now?
SurveySparrow
JANUARY 7, 2021
It’s a no brainer that covid-19 has brought major changes in every aspect of your customers’ life— purchasing behaviors, needs, and emotional mindset. Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. In fact, brands started to put more attention on improving their customer engagement.
Lithium
JANUARY 7, 2021
With the world focused on the growing COVID-19 pandemic, I wanted to share an update from Khoros about what we are doing to protect our teams and communities, as well as some ways we want to be of service to you in these uncertain times. Let me say before I begin that service and support for your Khoros solutions remains and will continue to be unaffected.
Ann Michaels and Associates
JANUARY 7, 2021
In a very controversial year, from politics to how COVID was handled, one thing we can all agree on and that is that 2020 changed eCommerce forever. Everyone depended on Amazon, Walmart and even Chewy for their day to day, week to week, and even month to month needs. Beginning in March of 2020, these companies had their challenges, but rose to the occasion.
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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
iPerceptions
JANUARY 7, 2021
Efficient customer service is impossible when these 5 things stand in the way. Learn how to improve efficiency, enhance CX, and drive revenue. The post Want More Efficient Customer Service? Stop Doing These 5 Things appeared first on Astute.
Steve DiGioia
JANUARY 7, 2021
Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same. No branches are left in the flower beds or wet leaves kept hidden under the bushes.
COPC
JANUARY 7, 2021
This content is password protected. To view it please enter your password below: Password: The post Protected: Vattenfall Netherlands & COPC Inc. – Ten Years of Improving the Customer Experience and Operational Efficiency appeared first on COPC Inc.
Call Experts
JANUARY 7, 2021
On average , most adults make or receive at least five phone calls a day to their mobile phones. Depending on age and occupation, some adults exceed 10+ calls a day on average. When you consider that almost 276 million people have phones, you are looking at over 1.3 billion calls a day across the United States. . Pew Center. That is a lot of calls, and with all of these phone calls comes a massive amount of data.
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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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Lithium
JANUARY 7, 2021
The wait is over everyone! The judges went through all of the submissions for the CMAD 2020 Contest and have decided the winners of the Engage 2020 tickets. Congratulations to and on winning the contest! We look forward to seeing you both in Austin at Engage 2020 later this year. The contest question was, “What advice would you give to a new Community Manager?”.
MyCustomer
JANUARY 7, 2021
Loyalty How to enlist a volunteer army to drive CX change.
Lithium
JANUARY 7, 2021
Due to the COVID-19 pandemic, we understand that for many, this may be a stressful, uncertain time both professionally and personally. We’re taking this seriously and you can read more about how Khoros is handling COVID-19 in 's latest blog. We also created the new Group Hub, Tools for Crisis Management , that customers and partners can join. This group was created to share content, best practices, and collaborate on ways to handle digital customer engagement during crises like the COVID-19 Coro
NICE inContact
JANUARY 7, 2021
We live in a real time. We get flash-sale notifications in real time, get real-time alerts for every bank and credit card transaction in real time, know how many “likes” we have on a social post in real time – heck, I even know when my daughter’s diaper has been changed at daycare in real time (evidence that there is such a thing as too much real time).
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.
Lithium
JANUARY 7, 2021
We understand that the time you have to get up to speed on this crisis is critically short; people have tons of questions about how to manage this new environment and need help ASAP. That is why we are hosting an Expert Event in our Atlas Community next Tuesday, March 24th. We have invited some of our most experienced customers, employees, strategists, consultants, and partners to spend some precious time to answer questions and share best practices around digital engagement, community managemen
dscout People Nerds
JANUARY 7, 2021
Starting a career in UX research comes with a lot of questions. Gregg Bernstein’s upcoming book Research Practice attempts to answer them. .
SmartKarrot
JANUARY 7, 2021
Role: SVP of Customer Success Location: Tampa, FL, US Organization: Premiere Onboard As an SVP of Customer Success, you will define strategies to improve customer experience and see the product’s value. Build and manage customer success team. Provide technical support during onboarding and implementation. Actively contributing in a product roadmap and collecting feedback from customers.
dscout People Nerds
JANUARY 7, 2021
dscout hosted UX research experts from Curiosity Tank, Amazon UX Lab, Wealthfront, and Figma to discuss the art of stakeholder expectation setting and the false dichotomy between quality and speed. .
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Lithium
JANUARY 7, 2021
Below are the new features and changes made to Atlas in January. Comment below if you have any questions or feedback! New. Group Hubs category in Configuring Community Features. Created a new category called Group Hubs in the Configuring Community Features. Khoros Kudos Awards 2020 Area. Created a new area in Atlas for the Khoros Kudos Awards 2020 including a homepage banner.
MyCustomer
JANUARY 7, 2021
Download this Report. Lead goal. 60. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This report explores the changing customer support landscape and how support tech stack will need to evolve to keep up.
Lithium
JANUARY 7, 2021
Atlas notification email changing soon. On Tuesday, March 17, we will update the Atlas notification email to Atlas-Notifications@us.khoros-mail.com. We hope that this resolves the issue where members are not receiving Atlas notification emails. Please add this email to your contacts to make sure you receive our notifications. Below you’ll find the updates made to Atlas in February 2020.
CSM Magazine
JANUARY 7, 2021
Every year, so many people worldwide fall victim to credit card fraud. And even though you are not liable, the process of dealing with this issue is never a particularly pleasant one. Here are the most important things you need to know about credit card fraud and how to deal with it. What is credit card fraud? This type of fraud occurs when someone uses your credit card for a purchase or to access your account without your knowledge or permission.
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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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