Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Where does this organizational magic come from? In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand. “The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

TechSee

JANUARY 5, 2021

2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.

Contact Center 109

Contact Center Consumers Leadership Government 109

Beyond Philosophy

JANUARY 5, 2021

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. The pandemic has presented an opportunity to participate in a forced-perspective taking exercise for all of us.

2020 89

2020 Presentation Consulting Government 89

One Millimeter Mindset

JANUARY 5, 2021

Will you avoid falling into a pattern of professional complacency during 2021? Or do you long for a permanent oasis from ambiguous and uncertain scenarios? When I ask this question to colleagues and clients, like you, the answer is: “a little bit of both, please”. Because the professionals and associations I serve seek consistency and continuity in every level of their professional environments.

2021 93

2021 Workshop Innovation Leadership 93

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.

Customers

ShepHyken

JANUARY 5, 2021

The Power of the Handwritten Note. Personalizing the Customer Experience at Scale. Shep Hyken interviews David Wachs , Founder and CEO of Handwrytten. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience. Top Takeaways: If you send a personalized item to your customers, whether it’s a note or other gift, don’t put your logo on it.

ROI 81

ROI Touchpoint Loyalty Connections 81

Myra Golden

JANUARY 5, 2021

Continue the training with me? Join me at De-escalation Academy. This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Interaction 111

Interaction Customers Customer Experience Design Customer Experience 111

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. Published on: January 05, 2021. Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of the top articles from our own and our parent company Enghouse Interactive’s blog to illustrate the trends and opportunities that 2

2020 104

2020 Blog 2021 Article 104

iPerceptions

JANUARY 5, 2021

Email surveys are a great way for customer-centric brands to gain actionable insights into their customers' experiences. The post 10 Email Survey Best Practices to Collect Timely Insights appeared first on Astute.

Insights 62

Insights Customer Centricity Brands Customer Experience 62

Chadwick Martin Bailey

JANUARY 5, 2021

Taylor is a seasoned client services/relationship manager with deep and varied experience in customer satisfaction, customer experience, loyalty/affinity, AA&U, and concept testing research. He brings a holistic perspective to his projects through his varied experience in the market research industry that includes performing different roles such as Client Services Manager and Market Research Analyst with leading global companies. 1.

Seminar 59

Seminar Travel Loyalty Programs Financial 59

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.

Customer Insights

Myra Golden

JANUARY 5, 2021

My Get Angry Customers to Back Down De-escalation Academy is the most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down. “Get Angry Customers to Back Down” is the only training for customer service that not only shows your employees how to redirect verbal aggression and regain control of interactions – but how to get customers to accept their word as final.

Interaction 59

Interaction Customers Customer Service Customer Experience Design 59

SurveySparrow

JANUARY 5, 2021

We often hear that employees are the most important asset in a company. We know that keeping your employees happy can greatly affect your business profits. It holds power to make or break your organizational growth. But, when it comes to investing in employees, companies tend to ignore it the most. And the main reason behind this is, only a few companies see employee experience as an urgent investment.

Employee Experience 52

Employee Experience Measurement Net Promoter Score Return on Investment 52

NICE inContact

JANUARY 5, 2021

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so.

Contact Center 63

Contact Center Customer Experience Customers 63

Forrester's Customer Insights

JANUARY 5, 2021

Il y a près d’un an déjà, je publiais un blog sur les tendances 2020. Ce matin, je découvre un article des Echos qui explique pourquoi l’ère des épidémies ne fait que commencer. La lecture de cet article m’inquiète mais paradoxalement ne me surprend pas. En l’espace de neuf mois, nous nous sommes habitués à […].

2021 67

2021 2020 Article Blog 67

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,

Measurement

Confirmit

JANUARY 5, 2021

These days, it’s hard to find a company that doesn’t say it competes on customer experience (CX). At the same time, we know as both CX pros and consumers that many – some might say most – deliver mediocre experiences on a good day and flat-out crummy experiences most of the time. What is the source of this gap between what companies say and what companies do?

Customer Experience 52

Customer Experience Leadership Measurement Customers 52

Gainsight

JANUARY 5, 2021

Users today, whether on the go or working remotely, exist on various platforms and devices— web-apps, desktop, and especially mobile phones. . Multiple platforms and devices can be a huge pain point for SaaS companies to deliver a unified experience. For example, what if your interoffice messaging system doesn’t transfer to mobile? What about other questions of overcoming the difficulty of bringing all of your customer data together?

Customer Success 52

Customer Success Measurement Engagement Consumers 52

CSM Magazine

JANUARY 5, 2021

Customers should never feel uncomfortable and out of place at your business; instead, they should be immediately put at ease when they walk through the door. Invest in a few comfortable chairs if your customers typically have to wait to see someone. Provide products such as a UV sanitizer to address any concerns you customers may have regarding the sanitation of your premises.

Customer Service Representative 52

Customer Service Representative Advertising Customers Presentation 52

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today. This list has been compiled by the editorial team at SmartKarrot taking into account overall influence in the form of original insights, industry contributions, community engagement, follo

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

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.

Customer Engagement

Vanilla Forums

JANUARY 5, 2021

People join online communities for a number of reasons. Whether they’re looking to interact with a brand, proclaim support for a political or social cause, or connect with individuals who share a common hobby. Part of a community manager's (CM) job is to ensure that the forum is a safe and enjoyable place for members to interact.

Interaction 72

Interaction Connections Brands Management 72

SmartKarrot

JANUARY 5, 2021

Role: VP, Global Customer Experience Location: San Antonio, TX, US Organization: Tech Data As a VP of Global Customer Experience, you will build and lead the customer experience strategy and oversee operational excellence for all CX projects to ensure alignment with corporate strategy. Lead and direct daily operational support to CX projects including any execution outside of Tech Data, such as third-party support, customer survey oversight, customer data analysis oversight, etc.

Customer Success 10

Customer Success Consulting Roadmap Government 10

inSided

JANUARY 5, 2021

In Episode 9 of The inSide Scoop, we talk to Rav Dhaliwal who describes himself as a “recovering software executive” with over 20 years of management and executive leadership experience in enterprise software. Let's see what Rav has to say about CS constantly being at risk of becoming the ‘everything department’. Don't want to listen this time? We've got you—check out the handy transcript of this interview below.

Leadership 52

Leadership Management Customer Success Customers 52

Forrester's Customer Insights

JANUARY 5, 2021

Compensation is not always the most important sales motivator. Assessing your team on three factors will determine the influence it has to drive sales.

Sales 56

Sales Management 56

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.

Information

Comm100

JANUARY 5, 2021

Live chat connects website visitors to agents in real-time so customers can receive fast and efficient support. But while its popularity and effectiveness have soared in recent years, some worry about the security of live chat. This is understandable. After all, customers often share personal and sensitive information with agents, and it’s critical that none of it falls into the wrong hands.

2020 52

2020 2019 Banking Airlines 52

Forrester's Customer Insights

JANUARY 5, 2021

I can explain the evolution of commerce technology using plate tectonics — really! Now imagine me telling you that commerce is no longer the nucleus of the commerce technology atom (… and that I could even mix a metaphor about Gremlins into this conversation). It’s true — the commerce core is shrinking away. We already […].

Technology 33

Technology Consumers Customers 33

Hallmark Business Connections

JANUARY 5, 2021

What is Valentine’s Day all about? Consumers tend to imagine hearts, chocolate, cupid, and romance. For marketers, it’s all of that — plus dollar signs. With the holiday’s spending on the rise, however — research reported a projected $1.1 billion increase from 2018 to 2019 — marketers have embraced Valentine’s Day marketing with open arms and open hearts.

Marketing 52

Marketing Social Media Consumers Connections 52