ShepHyken

APRIL 1, 2020

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old. When I say it was a cold morning, I mean it was record-breaking cold. I walked out to her car and asked if I could fill her tank with gas for her so she could stay in her warm car.

Customer Service 117

Customer Service Leadership Customer Focused Customer Service Training 117

ijgolding

APRIL 1, 2020

Customer Journey Mapping 116

Customer Journey Mapping Customer Journey Customers 116

Horizon CX

APRIL 1, 2020

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses. The presenter told a story about a fictitious restaurant, whose name in the story turned out to be an actual diner in Massachusetts.

Hotels 59

Hotels Travel Advertising Customer Expectations 59

CSM Magazine

APRIL 1, 2020

Businesses are always eager to set themselves apart from competitors. However, a crowded marketplace can make it tricky to differentiate your company. For retailers and service providers, in particular, it can be difficult to distinguish your brand from others in the market. According to the latest statistics, customer service is becoming increasingly important to consumers and business buyers.

Customer Service 52

Customer Service Multi-Channel Social Media Customer Care 52

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

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but

E Commerce 100

E Commerce E-support Fashion Consumers 100

Talkdesk

APRIL 1, 2020

In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis. In this blog, I explore the challenges and pitfalls of a common alternative tactic many companies are employing to enable remote agents: using Virtual Private Network (VPN) connections to their legacy on-premises phone system.

Call Center 105

Call Center Contact Center Events Travel 105

Lumoa

APRIL 1, 2020

The best way to address any situation is to first zoom out and get the lay of the land. When it comes to customer experience and your customer insight strategy , it’s no different. How can you give your users what they need if you haven’t asked them about it? What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them.

Customer Insights 83

Customer Insights Insights Customer Journey Mapping Net Promoter Score 83

Totango

APRIL 1, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

NPS 62

NPS Loyalty Programs Metrics Customers 62

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

Retail

SurveyGizmo

APRIL 1, 2020

By Kristin Vroman, Senior Manager, Product Management. Getting valuable feedback requires collecting a variety of information and distilling that information into meaningful metrics. Asking the right questions and creating a user-friendly flow so your audience can easily click or type their response takes some strategy and intention. Still, you may miss important feedback that would easily be discovered with face-to-face interactions.

Feedback 94

Feedback Metrics Insights Information 94

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but

E Commerce 82

E Commerce E-support Fashion Consumers 82

Ecrion

APRIL 1, 2020

How important is good customer experience (CX) to the success of a company? According to Forbes, consumers are willing to spend up to 17% more at a business that offers them a good CX compared to one that has mediocre or bad customer service. If you want to take advantage of this trend towards valuing great customer service over quality products and services, you need to find ways to improve customer experiences.

Net Promoter Score 63

Net Promoter Score Metrics Customer Satisfaction Reference 63

Talkdesk

APRIL 1, 2020

The rapidly evolving health crisis caused by the coronavirus (COVID-19) is disrupting the lives of millions around the world. As cities and entire countries shelter-in-place to slow transmission, companies large and small struggle to quickly equip employees with the right technology to work from home. In the midst of this chaos, customer service operations are particularly vulnerable.

Contact Center 57

Contact Center Technology Customer Service Customer Experience 57

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

SurveyGizmo

APRIL 1, 2020

To our valued customers, The coronavirus pandemic is affecting every organization and making all of us rethink how we work and live. SurveyGizmo is responding by increasing the engagement with our customers and employees. As of Monday (3/16/2020), all SurveyGizmo employees are working from home. We took this action driven by our responsibility to our company and to our community.

2020 78

2020 Information Technology Management 78

Ian Williams

APRIL 1, 2020

Ian Williams from Jericho and Adrian Swinscoe from RARE Business (aka the CX Punk) discuss how companies and their customer experience / customer service is going to be impacted by the coronavirus / covid-19. In this special episode of CX Club Vlog , the Punk CX himself, Adrian Swinscoe and Ian Williams from Jericho discuss the situation with Covid-19 and the impact it is having, and will most likely continue to have in the CX space.

Consulting 52

Consulting Insights Customer Experience Customer Service 52

Magellan Solutions

APRIL 1, 2020

The best time to make a comeback is after experiencing adversities. Ask these people who failed big in life and they would show you how you can see your biggest strength when you’re pulled into the rock bottom. These past few days, fear and uncertainties are in the air as the coronavirus disease continues to disrupt the equilibrium of society. And even after this pandemic is gone, people’s way of life will never be the same again.

Government 52

Government Leadership 2003 Events 52

Education Services Group

APRIL 1, 2020

Building a Customer Success Organization is no easy task. Let me rephrase. Building a proactive and predictive CS organization is no easy task. Make no mistake, there is big difference between adding CS to a company org chart vs. building a scalable operationalized practice. To accomplish this, here are just a few considerations to keep in mind. You’ll need to define, hire, train, and retain a spectrum of CS roles ( not just CSMs ).

Customer Success 52

Customer Success NPS Customers Metrics 52

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

inmoment

APRIL 1, 2020

Like everything else having to do with customer experience (CX), listening to customers has been turned upside down by the coronavirus pandemic. Suddenly, brands need to consider how to survey their clientele amid the largest public health crisis in recent years—this means thinking about how the pandemic has affected customer life and how to effectively listen to those individuals despite significant disruption.

Government 52

Government Communication Webinar Brands 52

Andrew Mcfarland

APRIL 1, 2020

Over the last 5 years business journals have [mistakenly] exhorted companies to improve their customer experience. Even though a variety of companies, consultants, and other professionals will benefit handsomely from this purported “wisdom” they’re wrong! Here are 3 reasons the.

Customer Experience 62

Customer Experience Consulting Customers 62

Ian Williams

APRIL 1, 2020

The latest iteration in the #coronaviruscantstopus CX challenge features the silky skills of Mr. William Carson from Ascensos. Thanks mate! So, we now have five tracks featuring ‘yours truly’, James Dodkins , William and Bentaro Rifferashi. I’m going to lay down a lead vocal track this evening, but I’m still encouraging others to make their contributions, so feel free to submit.

CEM 52

CEM Consulting Customer Experience Customers 52

MyCustomer

APRIL 1, 2020

Download this Whitepaper. Lead goal. 50. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Reap the business rewards by providing a brilliant service.

Download 52

Download Customer Experience Customers 52

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

Advantage Communications

APRIL 1, 2020

There are a number of reasons why an organization would outsource their customer service strategy to a world-class contact center. In fact, companies that do so will realize a huge number of benefits from a call center partnership.

Call Center 52

Call Center Contact Center Customer Service Customer Service Strategies 52

MyCustomer

APRIL 1, 2020

Download this Whitepaper. Lead goal. 50. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Reap the business rewards by providing a brilliant service.

Download 52

Download Customer Experience Customers 52

Optimove

APRIL 1, 2020

Times they are a crazy. But, this too shall pass. And businesses must act now with the “day after” in mind. To make sure your business stays as profitable as possible, you might need to make some changes, adapt to the situation, and come up with creative ways to keep your customers close. Whether you’re in panic mode or not, here are a few ways to protect your business in these uncertain times. 1.

E Commerce 52

E Commerce E-support Presentation Innovation 52

Qualtrics

APRIL 1, 2020

The COVID-19 pandemic is creating a new reality for brands and everyone is feeling the impact. In mid-March, as the crisis began spreading in the U.S., just over 70% of U.S. consumers indicated that coronavirus was impacting their day-to-day lives. Fast-forward one week later and that number jumped to nearly 9 in 10 US consumers who said they were feeling the daily impact of COVID-19.

Brands 34

Brands Consumers Government Loyalty 34

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