CSM Magazine

OCTOBER 29, 2020

Companies that lead in customer experience outperform those who don’t by an impressive 80%, while 84% of companies that make efforts to improve their customer experience enjoy a significant increase in their revenue. In the era of ubiquitous connectivity, customers are more spoiled for choice than ever, with an eager competitor ready to fill the gap left behind by lax organisations, at just a click of a button.

Technology 45

Technology Customer Experience Customer Relationship Management Touchpoint 45

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Second to None

OCTOBER 29, 2020

The pandemic has been a catalyst to new consumer behaviors and expectations. Brands in all industries have had to pivot their business models to match these new expectations. . The problem is, even with the needed adjustments, many businesses are still seeing customer churn — and they don’t know why. And it’s even more important than ever to track the customer experience at every touchpoint, to make sure customers are feeling safe and aren’t putting in too much effort to interact with your brand

Measurement 118

Measurement Customer Experience 2020 Consumers 118

Heart of the Customer

OCTOBER 29, 2020

Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […].

B2C 120

B2C Loyalty Customers Customer Voice 120

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Customers

Zeisler Consulting

OCTOBER 29, 2020

Where is your CX function located? That’s a common question often used to kick off conversations on many webinars and conference chats. For a while I found it mildly interesting as a survey question and as an icebreaker or a means of getting people engaged right off the bat. But the more I found the answer to be “within the Customer Support organization,” the more puzzled I became: Isn’t the goal of CX, to a degree at least, to drive support out of business?

ROI 81

ROI Customers Feedback Webinar 81

Eptica

OCTOBER 29, 2020

Date: Friday, October 23, 2020 Author: Pauline Ashenden - Demand Generation Manager How to build a collaborative contact centre with Microsoft Teams. Published on: October 23, 2020. Author: Pauline Ashenden - Demand Generation Manager Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located.

Customer Centricity 56

Customer Centricity 2020 Webinar Communication 56

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I had the opportunity to speak at Michigan State University CXM Best Practices Symposium. I shared practical customer experience takeaways and how to’s. If you missed the event, no worries as I have posted a recording below.

Events 52

Events Customer Experience Design Customer Experience Management Customer Experience 52

PK

OCTOBER 29, 2020

Achieving consumer loyalty on-demand was difficult even before the pandemic hit, but now many brands need to get creative about how they retain customers. Despite the high levels of uncertainty […]. The post Webinar recap: Loyalty on-demand appeared first on PK.

Webinar 75

Webinar Loyalty Consumers Brands 75

Interactions

OCTOBER 29, 2020

When it comes to etiquette, the first thing that usually comes to mind is which fork should I use? However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. The word etiquette is synonymous with Emily Post, who is famous for her writings on the topic.

Customer Care 48

Customer Care Interaction Customers Technology 48

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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

Retail

Feedbackly

OCTOBER 29, 2020

The role of banks as the mediator between people and their financial needs have only amplified in the recent past. But, as much as. Source.

Banking 75

Banking Financial Customer Satisfaction Feedback 75

CSM Magazine

OCTOBER 29, 2020

Customer obsession as a guiding principle can help make the difference between a business that gathers momentum and one that spins its wheels. It’s something that Amazon founder Jeff Bezos puts at the top of his list of founding principles – and other successful businesses have emulated his approach. So exactly how can a new business cater to customers, and thereby secure their loyalty in the long run?

Customer Service 40

Customer Service Social Media Culture Customers 40

Strikedeck

OCTOBER 29, 2020

Vincent Manlapaz, in an interview with Tyler Wonderlic shares his thoughts on the importance of an organization’s CS core values, its purpose, and its impact on a business as a whole.

Customer Engagement 40

Customer Engagement Customer Success Engagement Customer Experience 40

Forrester's Customer Insights

OCTOBER 29, 2020

We’re more than 6 months into a global pandemic that’s still rampant. Your prospects and customers are tired, lonely, and anxious. The good news: you’ve made it possible to hang on to distanced and digitally-enabled versions of holiday cheer. Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it […].

Customers 46

Customers E Commerce Customer Relationship Management User Experience 46

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Measurement

Oracle

OCTOBER 29, 2020

Halloween 2020 will be unlike any other, but the good news is there will be just as many treats as tricks. This year, retailers are rising to the occasion, creating a frighteningly great customer experience. Here are 3 Halloween ideas brands put in place for a spooktacular season. Brand-approved safety planning. Will consumers be too spooked to celebrate?

2020 40

2020 Retail Events Consumers 40

Forrester's Customer Insights

OCTOBER 29, 2020

In 2020, digital shifted from nice-to-have to must-have. In 2021, companies will accelerate their digital transformation with a focus on customers and what, where, and how to serve them.

2021 52

2021 2020 Customers Customer Experience 52

Waypoint Group

OCTOBER 29, 2020

“How hard could it be… it’s just a survey, right?” I often hear this sentiment. Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to be done in a B2B context. Are you guilty of treating your B2B feedback effort (nay, “survey”) like that of a consumer-focused company? If so, you’re not only wasting an opportunity to effectively engage customers and truly understand what’s working well and what needs improvement, but

B2C 40

B2C B2B NPS Consulting 40

Knowmax

OCTOBER 29, 2020

Customer knowledge management- twiddling paths for CRM and KM.

Management 52

Management Customers Customer Experience 52

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.

Customer Insights

Keatext

OCTOBER 29, 2020

The post Bruce Temkin: “The future of CX depends on actionable insights” appeared first on Keatext.

Insights 40

Insights Customer Experience Customers 40

Forrester's Customer Insights

OCTOBER 29, 2020

Customer experience (CX) has become the number one business priority for marketers. The percentage of European B2C marketers considering improving CX as their company’s top business priority has jumped from 26% in 2019 to 46% in 2020. CMOs are fully aware of the importance of customer data to personalise experiences. The employee data tsunami is […].

Employee Experience 28

Employee Experience B2C Brands 2019 28

dscout People Nerds

OCTOBER 29, 2020

When the pandemic hit, Pluie they knew it was an opportunity to help their users more than ever. That’s why they turned to dscout. .

95

95

Vanilla Forums

OCTOBER 29, 2020

Spam is the scourge of the internet and can do significant damage to your community if left unchecked. That's why it's important to monitor your community and ensure that this distasteful posting is kept far away. It can be a difficult task, however there are some things that you can do to make it much easier. That being said, this post will provide you with 9 tips on how to keep spammers at bay in your community.

Marketing 76

Marketing 76

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Information

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. Learn how Matt has successfully built brand loyalty in a new economy by listening to the podcast below. The Me-Economy. Enterprise Account Executive Manager at Kustomer, Matt Freedman , knows how to build a company from the ground up and understands what it takes to produce successful customer expe

Brands 52

Brands Omnichannel Loyalty E-support 52

Confirmit

OCTOBER 29, 2020

Register to watch the webinar for your region. Australia. North America. Europe. In its quest for efficiency and speed, Userneeds has developed a unique approach that puts clients in the driver’s seat of their studies. By tapping into the power of digital and DIY, Userneeds has seen unsurpassed turnaround time and incredible client success, while cutting costs.

Webinar 52

Webinar Presentation Innovation Marketing 52

kommunicate

OCTOBER 29, 2020

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than the contact forms or communicating through emails. A market bustling with customers who seek a new service or product every day makes their work easy. But in case [.]. The post How to Add Live Chat to Your Tumblr Website appeared first on Kommunicate Blog.

Blog 52

Blog Communication Marketing Customers 52

Forrester's Customer Insights

OCTOBER 29, 2020

Marketing leaders should embrace the new reality and look for ways to adapt their current approach to in-person events, while exploring ways to innovate their virtual event experience. They also need to pay attention to the underpinning infrastructure and integrate teams, processes, and technology.

Events 60

Events Innovation B2B Technology 60

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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.

Customer Engagement