Tue.Jun 16, 2020

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How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.

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The Importance of a Robust Customer Engagement Strategy in a Time of Crisis

Ecrion

If you’re a customer engagement specialist, these last few weeks may have found you staring at your screen wondering what you can possibly say to your customer base. How do you, as a brand, navigate through a crisis? Maintaining customer relationships has become more important now than ever. Having a strong customer engagement strategy can help you continue getting your message out even in the middle of a crisis.

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5 High-ROI Tactics to Boost Your Customer Acquisition Strategy

ReviewTrackers

Let’s talk customer acquisition strategy. One fundamental way to grow your business is to win new customers. Sounds simple enough, right? After all, there are so many channels and so many ways for today’s businesses to find, engage with, and attract potential new customers. The most challenging part: where exactly — and how. After all, you don’t want to waste your time and money on the wrong channel or customer acquisition strategy.

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Computer Vision in Field Service: Empowering and Enabling Technicians

TechSee

Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.

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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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Amazing Business Radio: Dan Hill

ShepHyken

Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions. Top Takeaways: Facial coding is not facial recognition, but rather how emotions are displayed on the face.

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How to Seamlessly Merge Employee Experience and Customer Experience

Advantage Communications

There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience , but, surprisingly, it’s fairly difficult to find information on aligning them both together. The vast majority of businesses spend their time wondering what comes first, employees or customers. Why not both? By taking care of the employee experience, your employees will take care of the customer experience.

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Hit the Target in your next Business Review

CSM Practice

It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate.

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Top 10 Customer Success Takeaways from SaaStock Remote

ChurnZero

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. After speaking with their community in the wake of the current crisis, they said one thing was clear – the need to connect and share knowledge remains and grows stronger with each passing day. That’s what led them to bring that value online with their SaaStock Remote event last week.

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Innovators break the mould, at the 2020 Loyalty Magazine Awards

Currency Alliance

For most of the last decade, loyalty marketing seemed to be on autopilot for many brands – but the tide is turning. Many of the entrants to this years’ Loyalty Magazine Awards were as adept with data and technology as marketers in many other disciplines. What really stood out is which brands were pulling off these feats. While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, enter

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The 2023 Verint Experience Index: Retail

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

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How AI Chatbots Can Streamline Staff Expectations

Kustomer

Artificial intelligence is making a major impact on customer service and shows no sign of stopping. The increased interest is warranted — Forbes contributor Kathleen Walch of Cognitive World said AI is a useful tool that’s improving customer service , enhancing customer loyalty, enabling better brand reputations and allowing customer service agents to focus on tasks of greater value that can bring companies more business.

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Can Zoom Power a Contact Center?

SaleMove

In this WFH environment, we often spend the majority of the day as a square in Zoom’s grid view—that’s the way we became the Brady Bunch. At Glia, we adopted Zoom for our conferencing needs way before it was as ubiquitous as it is now. And we love it. Zoom is reliable, mobile and versatile (as well as secure…Yes I said it). With all of us—and our parents and grandparents—now using virtual meeting software such as Zoom, Teams or WebEx so often, it begs the question, can businesses use these

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Brand Move Roundup – June 16, 2020

C Space

The Brand Move Roundup – June 16, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Sixteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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10 Best Practices for Better Enalyzer Reports

Enalyzer

Reports are crucial for any measurement, however, if set up improperly, they can confuse and even misguide readers. In short, mistakes in the report setup might not make sense to those who need it the most. Nevertheless, well-thought-out reports can quickly deliver insights, as well as discover patterns in your survey data. To help you bring data to new levels, we have compiled 10 things to keep in mind when designing Enalyzer reports to maximize the return on your reports.

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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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The K.E.E.P Model: How CS Delivers Business Value and Successful Outcomes

Strikedeck

Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important.

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10 Newsletters That Community Professionals Need to Read

Vanilla Forums

As a community manager, being in-the-know is important. Whether it's knowing about relevant issues that affect your community, contentious issues in society that may be discussed in your community, or simply new ways of strategically managing, engaging and building your community —community managers should always strive to get the most up-to-date information possible.

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Hit the target in your next Business Review

CSM Practice

It is my assumption that in the next 6 months, there will be very few business travels. Would you postpone the next (executive) business review until in-person visits are an option again? Per CSM Practice COVID 19 Survey results , customers are now more used to having video conferences with vendors and a remote business review should be appropriate.

Travel 64
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Social Intelligence Tools Brands Need to Succeed

NetBase

There’s a short list of “must have” items that every brand needs to succeed, and the right social intelligence tools certainly dominate much of it these days. Brands can make it one minute and break it the next with social media missteps. So, we compiled a list of the social intelligence tools that will help you navigate today’s tricky social media landscape.

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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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Seeking Customer Success Jobs amidst COVID-19

CSM Practice

The job market is wide, it has a lot of opportunities that can be offered to job-seekers who are seeking Customer Success jobs during COVID-19. However, as a result of the outbreak of corona virus, the future of the labor market is unprecedented and the competition of job-seeking will change dramatically. Many Customer Success professionals are seeking Customer Success jobs amidst COVID-19.

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Don’t Fear Fear

Storyminers

In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own. I must have hopped on the wrong train as the station names were unfamiliar. Rather than head to my original destination, I decided to continue on.

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Part 1: Managing the Post-sale Customer Experience in Uncertain Economic Times

Team Support

This decade has begun with economic uncertainty. From COVID-19 to political and social movements, businesses of all types have been impacted by the major fluctuations in consumer trust. However, even in these times, there are strategies to build stronger post-sale customer relationships the right way from day one. Let’s look at how businesses can successfully work with new customers to create a strong foundation for moving forward even during uncertain economic times.

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Can Zoom Power a Contact Center?

SaleMove

In this WFH environment, we often spend the majority of the day as a square in Zoom’s grid view—that’s the way we became the Brady Bunch. At Glia, we adopted Zoom for our conferencing needs way before it was as ubiquitous as it is now. And we love it. Zoom is reliable, mobile and versatile […]. The post Can Zoom Power a Contact Center? appeared first on Glia Blog | Digital Customer Service Explained.

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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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The language of NPS

MyCustomer

Download the Guide. Lead goal. 100. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Global change explains how voice technology is improving and advancing customer experience metrics such as Net Promoter Scores and Customer Satisfaction Scores.

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8 Ways Web Design Can Help You Improve Customer Experience

CSM Magazine

Making sure your website design is properly done with the assistance of a professional website builder will definitely help improve the customer experience(CX) you offer. Speaking of a professional website builder, there are many reliable options to select from. As a matter of fact, each one of these website builders is reliable and thorough when it comes to enhancing customer experience by providing cutting-edge website design.

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Protected: How should you follow up with Passive customers?

Daniel Group

This content is password protected. To view it please enter your password below: Password: The post Protected: How should you follow up with Passive customers? appeared first on The Daniel Group.

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Customers want reassurance, not a return to normality

MyCustomer

Engagement Customers want reassurance, not a return to normal.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the