GetFeedback
JANUARY 15, 2020
Customer experience (CX) is an ever-evolving industry with unexpected twists and turns. But it’s also this unexpected component that makes it exciting for people who turn CX into a career. This year we’ve recognized 12 of these brave souls as our founding CX Ambassadors. . Each month we’ll be featuring an interview with one of these CX Ambassadors, revealing their successes, challenges, and pains.
ShepHyken
JANUARY 15, 2020
One of our Shepard Letter subscribers, Tom Korff, wrote in with an important question: how should customer support agents handle callers who are threatening to harm themselves and/or others? This is a serious topic. I will share my thoughts, but it’s important to note that the brevity of my answer does not diminish the importance of the question. If someone threatens to do harm to themselves or others, it cannot be taken lightly.
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Eptica
JANUARY 15, 2020
Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Analysis from Contact Babel has found that email is the second most used channel within contact centres, making up nearly 20% of interactions.
Customers That Stick
JANUARY 15, 2020
As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer. In this weekly series I’m going to give you some quick answers to your customer service questions.
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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.
Talkdesk
JANUARY 15, 2020
Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level? Then look no further – you have just arrived at the right place! With more than 3,000 customer experience professionals and decision-maker attendees, Opentalk 2020 is the CX event of the year with the presence of industry innovators, thought leaders and cus
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Helpware
JANUARY 15, 2020
2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020:
NetBase
JANUARY 15, 2020
What do you get when you cross powerful brand marketing with live television? A viral marketing moment where you see all of your targeted social listening pay off. For example, did you know that Popeye the Sailor Man prefers chicken now? Thanks to Popeye’s branding win, it’s now something that will be mentioned in marketing materials for years to come.
Integrity Solutions
JANUARY 15, 2020
There’s someone on your team who really should be making quota, but they aren’t. It’s within their reach, you think, if only they’d increase their sales activity. In fact, their low level of activity is only a symptom of the problem. And until you get to the root of the issue- their sales mindset- both of you will continue to be frustrated. You could even end up losing someone who has the potential to be a superstar.
Up Your Service
JANUARY 15, 2020
Transcript of What is Excellence?”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. Now, some of you are saying, “Excellence has to be Unbelievable.” The rest of you are saying, “No, no, no. Let’s be realistic.” Excellence is when you surprise or when you just serve somebody the way they like it.
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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
CX University
JANUARY 15, 2020
We all understand that having a great customer experience (CX) affects everyone as customers, and an exceptional CX drives revenues and growth. SaaS consultant Nichole Elizabeth DeMeré explains that companies with superior CX saw an increase in customers and regardless of the industry, CX leaders had as much as a 26%-point lead. With that in mind, we’re going to look at 5 thriving industries and how CX has helped them excel.
Up Your Service
JANUARY 15, 2020
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fourth challenge, Turning Customer Complaints to Customer Loyalty. These are the links to watch Challenges 1, 2, 3 and 5: Challenge 1: Setting Effective Service Standards Challenge 2: Shifting from Service Process to Customer Experience Challenge 3: Building Internal Service Relationships and Employee
PeopleMetrics
JANUARY 15, 2020
2020 is here, and this year, many of our banking clients have made measuring and improving customer experience a strategic priority. Some clients are looking to launch their very first customer experience (CX) program, and others are looking to evolve their existing program. No matter where you fall on that spectrum, here are 3 things to consider as you're thinking about your bank’s 2020 CX program: 1.
Up Your Service
JANUARY 15, 2020
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance. These are the links to watch Challenges 1 to 4: Challenge 1: Setting Effective Service Standards Challenge 2: Shifting from Service Process to Customer Experience Challenge 3: Building Internal Service Relationships and Employee Engagement C
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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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Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation.
Confirmit
JANUARY 15, 2020
In this video, business leaders in the Market Research, Customer Experience, and Employee Engagements worlds talk about their experience of working with Confirmit. They highlight Confirmit's deep expertise across Voice of the Customer and Market Research, and discuss how Confirmit helps them to reach their objectives. You’ll hear from companies in insurance, pharmaceutical, research and manufacturing businesses who use Confirmit’s technology, solutions and consultative services t
Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation.
Optimove
JANUARY 15, 2020
“Scaling up is always a pain point for a growing business. As customers, we love our neighborhood grocer, because he knows exactly what we like and what to recommend. But he has only hundreds of customers. Growing businesses can maintain engagement by using AI and machine learning to personalize their customer experience at scale. This will give every customer the personal experience they expect” -Pini Yakuel, CEO, Optimove.
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.
Peter Lavers
JANUARY 15, 2020
Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.
Bold360
JANUARY 15, 2020
A new year is a new opportunity to prioritize how you want to evolve your customer experience (CX). To help narrow the field of possibilities, we sat down with someone who has a finger on the pulse of our customers and what they are looking to achieve in 2020, for episode 11 of CXNext Live. Here are the top 3 resolutions that track with current trends and emerging technologies and can help you evolve your CX this year, as recommended by Ryan Cronin, Senior Customer Experience Manager on the Bold
Strativity
JANUARY 15, 2020
Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. With this fourth post in our ‘CX Consulting 101’ series, we look at the most important elements for bringing your customer experience strategy into the real world with successful employee activation.
Kitewheel
JANUARY 15, 2020
A Key Journey Use Case. Journey analytics is the key way that businesses understand the customer experience they deliver. This is because journey analytics allows business leaders to look at a holistic view of the metrics that matter. Businesses cannot actively create better experiences for their customers if they don’t identify journey and experience trends.
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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.
The DiJulius Group
JANUARY 15, 2020
5 Quick Tips To Help You Make Price Irrelevant 1. Featured Article The Rise of The Human Relationship Debt Crisis Is it a good thing that more and more businesses are offering non-human contact options? The technological revolution has definitely shown us that human-less interactions, like using self-service channels, can provide faster and more convenient.
Think Customers
JANUARY 15, 2020
The future of retail is about removing barriers. At NRF 2020, retail partners demonstrated the many ways brands can blend online and offline experiences and combine different data sources to produce a fluid, personalized experience. Here are highlights from the Innovation Lab, a showcase of startups that are re-envisioning the retail journey with cutting-edge technologies.
Helpware
JANUARY 15, 2020
2019 was a year full of learning and rapid change, and as we’ve been lucky enough to be named the global leader in Customer Service by Clutch, we thought we’d take the time to share the top trends we’re seeing in Customer Service for 2020:
Confirmit
JANUARY 15, 2020
RS Components is the world's leading high-service distributor of industrial and electronics products, sourced from over 2,500 leading suppliers, and provides a wide range of value-added services to over one million customers. With operations across 32 countries and a global network of distribution centers, the organization ships more than 50,000 parcels daily.
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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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