Zeisler Consulting
NOVEMBER 16, 2020
Today I’m posting the third article in a five-part series on the Principles of Good CX. There’s an intro to the series here , and parts one and two are here and here , respectively. I’ve previously mentioned the tongue-in-cheek observation that our jobs would all be a lot easier without the Customers, right? (Forget that our jobs would not exist without Customers, of course, but that’s part of the joke.
GetFeedback
NOVEMBER 16, 2020
After implementing GetFeedback, Lippert improved its customer experiences within a matter of weeks of receiving customer insights. It also built a community of brand advocates that provided feedback and shared new product and service ideas.
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UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.
TechSee
NOVEMBER 16, 2020
It’s as old as communication technology itself. The importance of following remote support best practices is undeniable – certainly anyone who has seen the movie Apollo 13 will recall that it saved the lives of the failed mission’s astronauts 50 years ago. In the decades since, with the ever-more-rapid pace of life, there is an increasing demand for companies that really know how to provide successful remote support and can provide faster response to customer support issues.
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Customers That Stick
NOVEMBER 16, 2020
Note: This blog post contains information related to and provide by a client of CTS Service Solutions. With our webinar upcoming this week, Hassle-Free CX: Define, Design, and Deliver, I enjoyed getting to talk to Dawn Varghese of Agara Labs about the role conversational AI is playing in today’s customer support environment and what the near-term future looks like.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
NOVEMBER 16, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways To ‘Innovate’ The Customer Experience by Sanjay Monga. (Forbes) Innovation has become a popular buzzword of the Digital Age.
Customercount
NOVEMBER 16, 2020
It has been announced that nominations will open for the 2020 Customer Engagement Professional (CEP) Award on December 1, 2020 and close on January 14, 2021. The post 2020 CEP Award Nominations Open appeared first on CustomerCount.
Peter Lavers
NOVEMBER 16, 2020
In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises. The links between customer and staff satisfaction, ease of working/doing business, and advocacy are very well established, and yet the programmes to understand and manage these are all too often divorced within the organisation.
Confirmit
NOVEMBER 16, 2020
A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. DOWNLOAD. The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and c
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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
mopinion
NOVEMBER 16, 2020
Some of the best SaaS companies have achieved long-term success because of their obsession with the customer experience (CX). I mean, think of Amazon (US) and Uber. These companies are practically pioneers in the field of CX and look where’s it gotten them. However, designing and delivering a great experience in the software industry can […]. The post How SaaS companies can improve their Customer Experience (CX) appeared first on Mopinion.
Think Customers
NOVEMBER 16, 2020
What’s next for mobile commerce in a world transformed by COVID-19? What new expectations do customers have and how can brands be prepared? Bill Bloom, founder and CEO of the mobile market research firm Fast Focus, shares insights on the mobile commerce trends that he and his firm are watching for in 2021 and beyond. This interview has been lightly edited and condensed for clarity.
MyCustomer
NOVEMBER 16, 2020
Voice of the Customer How to avoid the dangers of CX dissonance.
UJET
NOVEMBER 16, 2020
This is a guest post by Donna Fluss, the president of DMG Consulting LLC. It took a pandemic, but most companies have finally been convinced that they need to undergo a digital transformation to position themselves for success in the economy of the future, also known as the “new normal.” The only problem is that no one knows what the new normal will be, only that it is likely to be different from what the world looked like at the end of calendar year 2019.
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MyCustomer
NOVEMBER 16, 2020
Loyalty Does CX matter in manufacturing & B2B sectors?
Optimove
NOVEMBER 16, 2020
Fun fact: this year, marketers will find it harder to get into their family Thanksgiving dinner than into their subscribers’ inbox (thanks to the CDC’s recommendations for continued social distancing through the holiday season). Still, there are some very important and strategic best practices to follow that will help guarantee successful Black Friday and Cyber Monday email communications.
MyCustomer
NOVEMBER 16, 2020
Engagement How to ensure your purpose is more than marketing.
Gainsight
NOVEMBER 16, 2020
This is part 12 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. At the dawn of video gaming, California-based Atari was on top. For nearly its entire golden era, the company succeeded with very little intentional marketing. . “They had no sales, no advertising, no marketing, nothing but R&D,” recalls an executive vice president of a company that put money into Atari at the time.
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.
PK
NOVEMBER 16, 2020
Hospitality’s Covid challenge For cruise ship and resort operators, whose livelihood depends on the comfort and safety of travelers from all over the world, a pandemic is the worst-case scenario. […]. The post The guest journey in 2020: A crucial tool to adapt your guest experience appeared first on PK.
Topdown
NOVEMBER 16, 2020
Developing a highly efficient customer communications team that delivers a top-notch customer experience with minimal error takes time, planning, and forethought. That forethought should include developing a comprehensive customer communication management (CCM) strategy with the goal of benefitting the overall customer experience (CX).
dscout People Nerds
NOVEMBER 16, 2020
Need an exciting way to engage your team and generate innovative product ideas? Run an ideation workshop.
MyCustomer
NOVEMBER 16, 2020
It's a well-known fact that good customer service is a cornerstone of business success. Poor customer service can have a significant impact.A 16th Nov 2020. By Aileen Allkins CEO & Founder.
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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.
Forrester's Customer Insights
NOVEMBER 16, 2020
Consider Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. However, the consequences of the pandemic are not identical for all companies. Different industries, including insurance, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath.
MyCustomer
NOVEMBER 16, 2020
Customer Experience, like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare.G 16th Nov 2020. By Colin Shaw Founder & CEO.
Talkdesk
NOVEMBER 16, 2020
2020 has been an extraordinary year for brands and retailers. COVID-19 has accelerated the channel shift from in-store purchases to e-commerce, leading many companies to rapidly adopt and upgrade their digital capabilities, while others were ill-prepared. For both, the upcoming holiday super peak will prove an important stress test. A holiday peak stacked on a pandemic Over the past decade, the start of the peak holiday shopping season has crept earlier and earlier in the calendar year, as reta
iPerceptions
NOVEMBER 16, 2020
A look at how several key industries might approach COVID-19 screening and testing in light of new restrictions that could go into effect this winter. The post How COVID-19 Employee Health Screening Could Impact Your Industry This Winter appeared first on Astute.
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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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