CX Accelerator
DECEMBER 10, 2019
How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.
TechSee
DECEMBER 10, 2019
Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Accelerator
DECEMBER 10, 2019
How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.
Experience Investigators by 360Connext
DECEMBER 10, 2019
When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect time to get started so you know your customer journey will be up to snuff throughout the coming year.
Advertisement
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.
ShepHyken
DECEMBER 10, 2019
The Empathy Machine. Using AI to Guide Employees Toward Better Customer Care. Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > Top Takeaways: Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 10, 2019
Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.
ChurnZero
DECEMBER 10, 2019
Dashboards & Automation Drive Customer Success Team Efficiency – A Success Story . . ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Each month millions of consumers research purchases, write reviews and stay up to date on important news. ConsumerAffair’s mission is to arm every consumer with the knowledge they need to make smart purchasing decisions.
Ecrion
DECEMBER 10, 2019
As business continues to grow and change, so too does the landscape of how to reach your customers effectively. There are a lot of strategies you can apply to be sure you are attracting customers and relating to them in a way that is productive for your entire business. This is the foundation on which your business is built, so you can never learn too much.
Myra Golden
DECEMBER 10, 2019
Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth. And managers get frustrated with this, but it’s your fault, managers. You teach customers to escalate by holding all the power in your headsets. .
Advertisement
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
CSM Magazine
DECEMBER 10, 2019
Improving the customer experience will continue to be a priority for businesses in 2020, meaning driving insights from customer data has never been more important. Hazel Morton of customer feedback experts Critizr works with some of Europe’s biggest brands and businesses. Here she reveals Critizr’s top five predictions for customer listening in 2020. 1.
Kustomer
DECEMBER 10, 2019
In today’s fast-paced world, paying for convenience is at an all-time high. Whether using a car service, ordering an item for same day delivery, or buying groceries for pick up, convenience often comes at a cost. But unfortunately this cost of convenience is not always monetary-only. Consumers can be so focused on the fact that they are saving time, even if it means paying more, that they may not realize what is being done with their data, or whether it is safe.
Lithium
DECEMBER 10, 2019
Here at Khoros, we have the benefit of working with more than 2,000 global brands on their digital marketing, care, and community strategies, and we’ve aggregated that experience into top trends every brand should know in 2020. Below we share three of these trends — to learn more read the full trend sheet. Online consumers value peer feedback above all.
inmoment
DECEMBER 10, 2019
Optimizing the customer experience for success is a necessity in today’s competitive business environment. And, for any initiative, customer data is the perfect place to start adjusting your strategy. With careful planning, analysis, and execution, you can transform CX intelligence into effective product innovation. Our webinar, “From Information to Innovation: Using Customer Data to Drive Product Innovation,” helps you identify ways to leverage your CX program to sustain product enhancements th
Advertisement
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,
.png)
CSM Magazine
DECEMBER 10, 2019
The environment matters. More and more customers are starting to understand the impact they have on the natural world. They buy products with environmental benefits, exercising their voice and power through the things that they acquire. Most importantly, they expect organizations to be engaged in the process of making a positive impact when it comes to environmental matters.
Myra Golden
DECEMBER 10, 2019
I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her. I smiled, and when she got to my window, I practically sang, “How are you?”. And you know what the employee said to that?
Daniel Group
DECEMBER 10, 2019
In the past, I have written about the importance of consistency in delivering a great service experience. In my opinion, you will likely win at the service game if you deliver good, no great , customer service consistently ( rather than having it great one time, average the next, and not-so-good the next time ). I want to highlight a critical component of delivering consistently great customer service which is not taking loyal customers for granted. .
delighted
DECEMBER 10, 2019
ROX is the new customer experience ROI. Let’s get right into it — how customers perceive your brand can influence the success of your business more than ever before. Many brands are investing heavily in customer experience (CX) and, as we explore below, the numbers don’t lie — those allocated resources can yield some serious returns. But what exactly is the return?
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.
Gainsight
DECEMBER 10, 2019
Customer churn. It’s on everybody’s mind. Studies show that customer churn is costing U.S. businesses $136 billion a year. Even though you might not be aware of it, customer churn could be working its way through your business right this very second, just like a virus. Luckily, there are ways to predict and prevent customer churn. It’s time for a visit to the doctor. #1 Way to prevent churn: Provide (and prove) ROI.
Lithium
DECEMBER 10, 2019
Here at Khoros, we have the benefit of working with more than 2,000 global brands on their digital marketing, care, and community strategies, and we’ve aggregated that experience into top trends every brand should know in 2020. Below we share three of these trends — to learn more read the full trend sheet. Online consumers value peer feedback above all.
Oracle
DECEMBER 10, 2019
It seems like every time you’re on social media, there’s a new award being given in science, humanities, the arts, and more. Heck, your colleague was even recently honored by the university he attended! But, how do the winners get chosen? Most often, it’s from a nomination. Here are some of the top tech, marketing, and customer experience awards to consider applying to in 2020 and beyond. 50 Most Powerful Women in Technology Awards.
inmoment
DECEMBER 10, 2019
Optimizing the customer experience for success is a necessity in today’s competitive business environment. And, for any initiative, customer data is the perfect place to start adjusting your strategy. With careful planning, analysis, and execution, you can transform CX intelligence into effective product innovation. Our webinar, “From Information to Innovation: Using Customer Data to Drive Product Innovation,” helps you identify ways to leverage your CX program to sustain product enhancements th
Advertisement
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.
Prophet
DECEMBER 10, 2019
This year, Prophet took home 7 Transform APAC Awards that recognized our work in brand strategy, design and innovation across a range of industries. It’s always exciting when our work is recognized. It is a testament to our commitment to help our clients unlock uncommon growth. Our award-winning work features some of China’s most exciting […].
Customercount
DECEMBER 10, 2019
The nominations deadline for the CustomerCount® Customer Engagement Professional Resort Trades award is rapidly approaching. Continue reading → The post What are you waiting for? appeared first on CustomerCount.
NetBase
DECEMBER 10, 2019
The Disney+ launch was everything a brand could want – and then some. Let’s see how the beloved brand demonstrates the power of the social analytics side. And how your brand can do that same! Social analytics intel is the secret sauce that most top brands have informing strategy behind-the-scenes. Understanding how to harness and analyze relevant consumer insight is a differentiator in any category.
Lithium
DECEMBER 10, 2019
Happy holiday’s to those who celebrate! November was full of engaging discussions and helpful solutions like 's What permissions allow viewing the company key? , 's How can I track the number of unanswered posts over time? , and 's How much members use search. Also, if you have a TKB you’re proud of, share it with in Show me your best knowledge base article ( shared a great example)!
Advertisement
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.
Expert insights. Personalized for you.
182 
Let's personalize your content