Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
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The DiJulius Group
MAY 18, 2021
The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally. Excellent customer service companies train two distinct customer service skills. Read Full Article. The post The #1 way to Teach your Employees to have incredible Customer Empathy appeared first on The DiJulius Group.
Zeisler Consulting
MAY 18, 2021
As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time. I love working and speaking with them, if for no other reason than that, within these lines of business, there’s so much potential to differentiate among competitors from a CX persp
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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.
delighted
MAY 18, 2021
We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program. Tell us about your role at Delighted. My name is Ellie Peterson and I’m a member of our Customer Concierge team. Our team offers white-glove service to all Delighted customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ProProfs Chat
MAY 18, 2021
“How many questions should I include in my survey?”. “With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, will a large number of questions tire my customers and make them drop out of my survey?”. You might have faced the above dilemmas while creating a survey. As a survey creator, you want to collect as much information as possible from your target audience.
Peter Lavers
MAY 18, 2021
Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer. We will discuss an array of subjects such as the ever-increasing role of data science, ‘segment of one’ theory, customer value management (CVM, including cross/up-selling), recognition of tenure and ending
Aveus
MAY 18, 2021
A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception.
Influitive
MAY 18, 2021
For years, Wiley has set the gold standard for customer experience, and they have the award hardware to boot! Most recently, the Wiley team took home the award for Biggest Impact on Customer Experience at the 2020 BAMMIES. On April 29, we chatted with Nicole Dingley, VP of Marketing, and Jessica Mitchell, Customer Advocacy Program […]. The post Advocacy and Wiley: Proving ROI, Driving Reviews, and Fostering Loyalty appeared first on Influitive.
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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
Oracle
MAY 18, 2021
Consumers were beginning to appreciate the convenience of BOPIS (buy online, pick up in-store) and curbside pickup pre-pandemic, but the need for social distancing accelerated the rate at which they began to utilize the service. According to a 2020 National Retail Federation survey, “More than three-quarters of consumers said they were interested in BOPIS; over 90% of those who have tried it said curbside was convenient.” Now that it’s apparent BOPIS and curbside pickup isnR
Myra Golden
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
Maru Group
MAY 18, 2021
By Vik Sood, Senior Vice President, & Patrick Tillman, Senior Research Manager, Consumer Goods and Services | May 18, 2021. For our last topic in the 3-part series on HENRYs (High Earners who are Not Rich Yet), we dive into health and wellness. Using our proprietary software , Maru ran a three-day discussion with this niche group in the US. Maru’s Instant Qualitative platform allowed us to efficiently moderate a discussion and engage with HENRYs on areas related to financial sentiment, trave
SurveySparrow
MAY 18, 2021
The onset of COVID-19 changed our lives in various aspects – work culture, entertainment, and relationships. While these variations are here to stay, it becomes crucial for business owners to gauge the market minutely more than ever. And to analyze the market, the two most powerful tools are – Primary Research and Secondary Research. Secondary Research is when researchers use information and facts published from previous primary research.
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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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Magellan Solutions
MAY 18, 2021
How Outsourcing Enhances These 4 B2B Telemarketing KPIs. B2B Telemarketing has been an effective marketing strategy for every company in the past couple of decades. They take advantage of the fact that all of their potential customers use cellphones on a daily basis. In fact, 95% of Americans own at least one mobile device. This feature is also a great tool to reach out and introduce your product.
Lithium
MAY 18, 2021
Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator. All-Ways Connected.
Strikedeck
MAY 18, 2021
Vincent Manlapaz, in an interview with Kim Oslob, discusses why businesses need to continue to deliver their overall brand promises. The post Making an Impact During these Unprecedented Times – In an Interview with Kim Oslob, Senior Director of Customer Engagement at MeasuringU first appeared on Strikedeck | Customer Success Platform.
Happy or Not
MAY 18, 2021
At the start of 2020 when the world went into full pandemic mode, the future of retail was uncertain. With it, came rapid innovation that saw businesses around the world accelerating the development of technologies and processes, like Buy Online Pick-up In Store (BOPIS), curbside pick-up, and contactless payments, to name a few. . These retail ‘trends’, or now considered the evolution of retail, has brought about shifts in customer behaviors and expectations, coupled with operation
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.
MyCustomer
MAY 18, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 18th May 2021. By Neil Davey Managing editor.
Forrester's Customer Insights
MAY 18, 2021
European recovery from the pandemic depends on employee experience; yet, many leaders still underestimate the importance of culturally transforming their organization and embracing a new management approach. The firms that will succeed out of the crisis will be those that prioritize EX and embrace anywhere work.
Alida
MAY 18, 2021
Healthcare consumerization is shaking up an industry many thought couldn’t be touched by changing consumer behaviors. We’re uncovering what consumerization looks like in the context of healthcare and offering four actionable takeaways that can keep care providers ahead of the healthcare consumerization curve.
Forrester's Customer Insights
MAY 18, 2021
In the US, the Centers for Disease Control and Prevention (CDC) reported that, between January 8 (the highest peak in the US) and May 12, the seven-day moving average of new cases decreased 85.8%. Vaccination rates are steadily increasing, and the CDC has relaxed mask guidance for vaccinated individuals. The US is finally entering a […].
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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.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
Advantage Communications
MAY 18, 2021
The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
SmartKarrot
MAY 18, 2021
Role: Vice President of Customer Success Location: Remote, Chicago, IL, US Organization: TapCloud As a Vice President of Customer Success, you will drive Customer Success outcomes through customer advocacy, product adoption, and customer satisfaction. Define and optimize customer lifecycle by identifying opportunities for continuous improvement and leveraging best practices.
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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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