ShepHyken
FEBRUARY 4, 2020
The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization. Top Takeaways: It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-commerce, sales and the frontline, and especially new product development.
Second to None
FEBRUARY 4, 2020
One of the most unfiltered ways of observing and analyzing the customer experience within your brand is to employ mystery shopping programs. While this field can be controversial, considering the many scams that are run under the guise of mystery shopping, many consider it as a great way to help bring in supplemental income. The first thing you should know when considering becoming a mystery shopper is that scams are not an issue when working with reputable mystery shopping companies.
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Customers That Stick
FEBRUARY 4, 2020
Sometimes in keynotes or training , depending on the audience and how I’ve customized the presentation, I will deliver the following line: everything is important, everything is not equally important. Often, I’m discussing experience design and execution. What touch points matter, what action steps from a journey map should be prioritized, or — simply — what experiential elements should be invested in.
Second to None
FEBRUARY 4, 2020
So, your brand has dedicated the money and resources to improve its Customer Experience by implementing a mystery shopping initiative, but what should this program be measuring? While this is inherently different for every brand, the overall concept of a mystery shopping program should be unlocking similar insights. Understanding the value your customers desire and being able to deliver that value is the overarching goal for any Customer Experience initiative, and a mystery shopping program can
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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.
Oracle
FEBRUARY 4, 2020
Today, you can pay for purchases using cash, check, a credit card, or mobile wallet, but what if you could pay by hand? Some major ecommerce brands are reportedly experimenting with technology that would allow customers to do just that, and link their credit information to their palm prints so they can pay by hand via kiosks located in local businesses.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customercount
FEBRUARY 4, 2020
INDIANAPOLIS, IN (February 3, 2020) – It’s awards season! The Golden Globe! Oscar’s! Grammy’s! NFL Playoffs! And the 4th annual CustomerCount® Customer Engagement Professional (CEP) Resort Trades Award. Nominations closed January 15 and the panel of judges has narrowed down … Continue reading → The post Short List Announced for Customer Engagement Professional award appeared first on CustomerCount.
Second to None
FEBRUARY 4, 2020
When it comes to reducing the amount of effort it takes for customers to complete a purchase, direct-to-consumer selling strategies can serve as a vital tool. By cutting out the wholesaler middle-man, brands are setting themselves up to better understand what their customers are looking for within the sales interaction, therefore helping to establish better and longer customer relationships.
NICE inContact
FEBRUARY 4, 2020
Everyone in the contact center wants to deliver a great customer experience. Unfortunately, after many years of industry focus, it is not being achieved uniformly. Many centers deliver sub-optimal results and struggle with their Customer Experience (CX) initiatives.
ClearAction
FEBRUARY 4, 2020
Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceed
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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
NetBase
FEBRUARY 4, 2020
Super Bowl commercials are money well spent for brands seeking maximum promotional impact. But it can’t be a one and done experience. Brands wisely seek to cash-in with consumers and generate long-term value from their very significant investment. And they do this with the help of next generation AI-powered social analytics. Some brands build hype ahead of the game, while others launch ads designed to surprise and delight.
Kustomer
FEBRUARY 4, 2020
Every year new buzzwords and trends are introduced into the customer service space. Some are just ‘words’ while others are impactful trends that can really change a business for the better. How do you know which trends are most important and which ones to ignore? It’s not easy, so we decided to help you out and identify the 23 trends every customer service leader should be aware of to effectively run their business in 2020. 1.
Talkdesk
FEBRUARY 4, 2020
In today’s digital economy, with competitors simply one click away, companies cannot afford even the smallest shortages in connectivity. Consistent uptime has become a “must-have”, a key business imperative for companies doing transactions in a connected world. Regardless of industry or sales model (B2B, B2C), business has been forever changed by the customer’s insistence on technology excellence.
Strikedeck
FEBRUARY 4, 2020
Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success.
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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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Second to None
FEBRUARY 4, 2020
Advanced technology has served as a disrupting factor in most industries, but it has been especially impactful for grocery brands. We are witnessing revolutionary changes to brick-and-mortar store layouts, customer relationship building efforts, and the overall value proposition to the customers they serve. One change that cannot be ignored is the effect that digital technology has had in terms of the journeys customers take when finding and choosing a grocery brand.
NICE inContact
FEBRUARY 4, 2020
Determining how to implement or improve proactive customer service at your organization is a big swing. Inspiring the buy-in and adoption of a proactive customer service model across your contact center takes trust and patience.
Second to None
FEBRUARY 4, 2020
The ability to reach customers where it is most convenient for them can be a differentiator between your organization and the competition. One segment in which convenience is especially important is the food delivery industry , because reduced effort is inherent in the value proposition of the service. Online ordering has greatly disrupted the delivery industry by reducing the amount of work to order even more than the delivery methods of the past.
Centercode
FEBRUARY 4, 2020
Laguna Hills, CA. Centercode, the leader in Customer Validation Software-as-a-Service (SaaS) solutions, today announced its upcoming free three-day virtual Delta ’20 conference April 7-9, 2020. This event is dedicated to the discussion, peer sharing, and best practices of industry-vetted strategies for continuous product testing and ongoing customer engagement.
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.
CXApp
FEBRUARY 4, 2020
Every business should focus on providing a consistent, cohesive and seamless omni-channel customer experience. The problem is that today’s audiences want something more, something with much more fluidity. There is a gap between what customers want, what businesses think they need, and ultimately, what is actually delivered.
MyCustomer
FEBRUARY 4, 2020
Engagement Why CX budgets could fall and what to do about it.
InMoment XI
FEBRUARY 4, 2020
Swaying The “Swing” States In 2016, the United States held its last Presidential Election. It was a hotly contested election and lines were drawn between “Red” and “Blue” States, and then there were the “Swing” states. I happened to be working in the MaritzCX office in Toledo, Ohio in October of that year. As I. View Article.
Forrester's Customer Insights
FEBRUARY 4, 2020
I talk to lots of marketing and CX professionals as part of my job. I kept hearing over and over how both groups were struggling to secure buy in, differentiate, and win over customers. I also heard story after story of marketing and CX pros at odds with each other. They were working in opposite […].
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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.
Brad Cleveland Blog
FEBRUARY 4, 2020
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer … Continue reading → The post The Contact Center’s Role in Building Self-Service appeared first on Brad Cleveland.
QuestionPro Audience
FEBRUARY 4, 2020
What is a consumer panel? A consumer panel is defined as a representative group of people, selected by an organization or business to provide opinions and inputs for consumer research. The panelists provide feedback relating to product & services testing, ad testing, taste testing, and other areas. These recruited groups are like specialized panels that take part in various research projects sponsored by the researching organization.
Brad Cleveland Blog
FEBRUARY 4, 2020
Many organizations are learning firsthand that contact centers play a central role in encouraging and supporting low-cost access channels. For example, the contact center can provide a wealth of information about which contacts can be automated or handled in customer communities, and what can be done to improve customer acceptance of this type of handling.
Second to None
FEBRUARY 4, 2020
Tips for Avoiding Mystery Shopping Scams. Do not deposit unexpected paper checks into your personal account and then wire funds or purchase and mail gift cards, as this is almost certainly a mystery shopping scam. You should never pay to become a Mystery Shopper. Do not accept assignments involving evaluating money-transfer services. Be cautious of any jobs with outlandish rewards or cash payments.
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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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