Tue.May 26, 2020

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Making the most of consumer touch points

Customercount

Throughout the vacation process, there are consumer touch points that can improve customer engagement and make a huge different in customer satisfaction. The post Making the most of consumer touch points appeared first on CustomerCount.

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Future-Proofing Customer Experience (CX) for a Digital-First ?New Normal?

Bold360

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. In its broadest meaning, customer experience is the subjective impression (always viewed from the customer’s perspective) a brand makes from the totality of interactions, resulting in how a customer thinks of a brand across every stage, channel and touchpoint of the customer journey.

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The 9 Best Ways to Win Back an Upset Customer

CSM Magazine

Steve DiGioia reveals his best strategies for winning back upset customers. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

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Service Blueprinting and the Next Normal

Experience Investigators by 360Connext

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a new experience for everyone.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How Field Service KPIs are Evolving in the New Normal

TechSee

The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end. Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers.

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An Essential Guide to Preventing One-Timers from Churning – Part I

Optimove

How to reduce the number of one-timers who are likely to churn? We got a few best-practices to share with you. You can read on to get to know one of these methods or click here to download all of them. Decided to continue reading here? Alright, perhaps that’s the right time to tell you that 59% of first-time purchasers (aka one-timers) will never make an additional order for most brands!

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Facebook Shops Making eCommerce Waves

NetBase

No doubt about it, ecommerce has seen a meteoric rise in the wake of the coronavirus pandemic. Due to social distancing measures and the closure of many brick and mortar stores that were deemed non-essential, people have been quick to shift to online retailers to bridge the gap. And diving in to support this new world, we see Facebook shops making ecommerce waves.

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9 valuable tips to build rapport over the phone

Talkdesk

The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building. Below you’ll find a series of valuable tips that will help you build rapport with customers over the phone in no time. 1.

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3 Customer Service Lessons from Pella Corporation

Oracle

Pella, a window and door-making company, has been bringing innovation into people’s homes for over 90 years. Pella has become a leader in technology and product innovation with more than 150 product and design patents. Pella’s passion for quality and innovation goes beyond the products and encompasses every part of the customer journey. While customer service often isn’t a deciding factor in someone’s window purchase, it often shapes how the customer feels later about the

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Why Change Gets Resisted

CSM Magazine

As organizations try to implement change, whether it be a new project management platform or a company restructure, they are often met with significant resistance. There’s a portion of the organization that wants to maintain the status quo and another portion that’s ready and willing to change. So leaders often take a variety of approaches to get the other half on board, whether it be taking a hard line, amplifying communications, or reinforcing the logic of the decision.

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Serving The Customer Of The Future

SaleMove

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending , I’ve seen cardinal changes happening in the financial services industry. Given the high expectations towards services we consume, and the examples of Netflix, Amazon and many others, it’s time to look at what some of these customer journeys look like today and where they are

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The Cult of the Customer with Shep Hyken

Kustomer

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Shep Hyken to discuss his book, The Cult of the Customer and the different phases of customer experience. Shep Hyken is a customer service expert and has spent 37 years in the industry. He is passionate about customer loyalty, engagement, and management.

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When All Else Fails?.Turn to Social Selling

Ann Michaels and Associates

During the COVID:19 Pandemic, business owners have had to be very creative in order to survive. In an instant, an owner may be left with no customers. What is next? Creative thinking to the rescue! Interestingly enough, many find new ways of selling their goods and services. Social selling is one option. A great example of this is how a Minnesota Farmer got quite creative when faced with meat processing plants closing suddenly.

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The Open CCaaS Advantage Report

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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Four Key Takeaways from the Forrester SiriusDecisions 2020 Summit

Influitive

With that, another Forrester SiriusDecisions Summit is in the books. Influitive was proud to sponsor this virtual summit and connect with marketing, customer success and customer experience professionals from around the world.

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Free Webinar: Increasing Customer Engagement to Reduce Resolution Times

CSM Magazine

Reuters Events Free Webinar: Increasing Customer Engagement to Reduce Resolution Times. Delivering a great experience is at the heart of every customer service department. However, engaging a customer on a deeper level is often overlooked in favor of reducing resolution times and increasing efficiency. With customer expectations continuing to rise it’s important that you do both.

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Serving The Customer Of The Future

SaleMove

I was born in 1995 and got my first PC in 2002 with Windows 95 on it. I’ve been browsing the web since then. As a [close] representative of the notorious Gen Z, which now controls $45 billion in annual spending, I’ve seen cardinal changes happening in the financial services industry. Given the high expectations […]. The post Serving The Customer Of The Future appeared first on Glia Blog | Digital Customer Service Explained.

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Don?t Let Your Customers Fall in the Expected Experiences Gap

CSM Magazine

Shep Hyken gives his latest view on the gap between the best customer service performers and most companies today. I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Net Promoter Score: The Customer Loyalty Metric

Uplight

A simple question and the foundation of the Net Promoter Score (NPS). This customer satisfaction survey is becoming ubiquitous; two-thirds of Fortune 500 companies have adopted this metric. Uplight uses NPS in our Marketplace product as it gives us direct feedback from end customers into what we are doing well and where we can improve. Read More. The post Net Promoter Score: The Customer Loyalty Metric appeared first on Uplight.

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Selling the value of customer experience to the Board in the wake of COVID-19

MyCustomer

Engagement How to sell CX's value to the Board after COVID-19.

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Surge in Both eCommerce Online Shopping and Customer Service

Advantage Communications

Emarsys and GoodData’s ecommerce tracking shows revenue up 37% and orders up 54% in April, as the US emerges from Covid lockdowns. The boom in online shopping is expected to transform consumer behaviour forever, as more consumers find they can acquire products they need without visiting brick and mortar locations.

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The Importance Of HR Document Auto-Generation

Ecrion

According to an IDC survey, 80% of business leaders in HR reported that having different internal systems/applications that do not integrate causes issues around documentation. If you work in HR, you’re probably no stranger to the inefficiencies and administration headaches that revolve around HR paperwork. However, HR departments now have the option to minimize these issues by implementing HR document automation.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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3 Reasons a Customer-Centric Tech Ecosystem isn’t Complete without Community

Gainsight

Can you believe it’s been two weeks since Pulse Everywhere happened? . Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and product professionals who descended on Moscone for the in-person event. It seems ironic now that I’d wondered if there were no barriers to attend (time, travel, budget), how many people carry the same level of passion and want to be a part of this incredible community?

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How To Deal With Negative Reviews On Google

Grade.us

Reading Time: 7 minutes. You’ve just received a negative review on Google. Or maybe, you’ve just decided to focus on improving your digital reputation and discovered some critical reviews of your business. Either way, a negative review on Google is a problem you need to address. The consequences of negative reviews can be devastating to a business. Just consider the last time you looked for a restaurant with curbside delivery.

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Les conséquences de la crise du Covid-19 sur le bien-être financier des consommateurs français

Forrester's Customer Insights

Déjà bien avant que l’épidémie de coronavirus ne frappe, les recherches menées par Forrester révélaient qu’un grand nombre de consommateurs français s’inquiétaient de l’état de leurs finances personnelles et considéraient la gestion de ces dernières comme une tâche difficile. De fait, un an avant la crise, un quart des consommateurs français interrogés déclaraient se sentir […].

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Entretien avec Vincent Wermus, Directeur Produit pour Travaux.com

GetFeedback

Vincent Wermus, Directeur Produit, nous explique pourquoi il a choisi d’implémenter une solution Voix du Client au moment de la refonte du site Travaux.com.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr