Heart of the Customer
MAY 4, 2020
When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. This is the first question of our Five-Question Framework, which we’ll be discussing during our webinar on Wednesday, May 6 – we hope you’ll join us for that…or catch […]. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.
PeopleMetrics
MAY 4, 2020
Recover alerts are the core of any advanced VoC program. Recover alerts immediately identify the customers who have had a recent poor experience. These are often detractors or emerging detractors. Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience.
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ClientSuccess
MAY 4, 2020
Over the past few months, SaaS organizations have seen their fair share of change and uncertainty. Regardless of your industry, there are changes occurring in the world that will have a lasting impact on the way SaaS teams and their customers do business. For customer success teams, challenging times can manifest themselves through different customer conversations (or lack thereof).
Experience Matters
MAY 4, 2020
Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters.
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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
MAY 4, 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. Customer Experience is the way! But where is its value? by Thomas Wieberneit. (Epikonic) What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and delivery to these promises.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
iPerceptions
MAY 4, 2020
These are unprecedented and disruptive times for everyone. A crisis can force a brand to adjust their priorities and how they do business. However, the Customer Experience (CX), and putting the customer first, should always remain top priority.
Kustomer
MAY 4, 2020
Customers are anxious. They’re stressed. They want answers quickly. And customer service organizations are being asked to do more with less than ever before. Unfortunately there’s no escaping the current environment we are living in, and customer service teams are seeing changes as a result. But how exactly are these organizations being affected? Kustomer surveyed over 150 customer service professionals to find out.
MyCustomer
MAY 4, 2020
4th May 2020 How should a customer experience leader respond to managing their team remotely during this pandemic? Are there lessons to be learned from.How to lead your remote CX team through change. By Paul Laughlin Managing Director.
Myra Golden
MAY 4, 2020
When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.
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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
MyCustomer
MAY 4, 2020
4th May 2020 How should a customer experience leader respond to managing their team remotely during this pandemic? Are there lessons to be learned from.How to lead your remote CX team through change. By Paul Laughlin Managing Director.
C Space
MAY 4, 2020
The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
MyCustomer
MAY 4, 2020
Engagement The myths putting the future of CX in peril.
Forrester's Customer Insights
MAY 4, 2020
New customer journeys are emerging as digital adoption accelerates during COVID-19. These are journeys you’ll want to map, because a journey map is often the first opportunity to view the end-to-end customer experience and understand the wants, needs, and pain points of your customers as they navigate that journey. One good example is the journey […].
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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,
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Qualtrics
MAY 4, 2020
What does modern marketing look like? There are few people - if any - in the world better placed to answer this question than Seth Godin. As the author of 19 best-sellers - including This is Marketing - and pioneer of commercial email, when Seth Godin talks people listen. According to Godin, modern marketing is “the act of doing work people care and talk about.
Forrester's Customer Insights
MAY 4, 2020
Last week, Christine Brozek shared research findings and advice on how to make your thought leadership and marketing content stand out in today’s mostly digital world of social distancing as the fight against the coronavirus pandemic continues. To catch buyers’ attention and draw them into conversation, marketing content must do double duty — inform prospects […].
GetFeedback
MAY 4, 2020
We’ve written this guide as an introduction to the fundamentals of IxD.
Forrester's Customer Insights
MAY 4, 2020
Use Federal Stimulus Funds To Deepen Customer Obsession US federal stimulus packages feature over $1 trillion in benefits to businesses. How will your company use its share? In our report, Six Ways You Should Use The Federal Stimulus To Drive Customer Obsession, we detail key ways businesses can use federal stimulus money to put customers at the center of everything […].
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.
SmartKarrot
MAY 4, 2020
Role: Head of Customer Success Location: San Francisco, CA, US Organization: Chorus.ai As the Head of Customer Success, you will be responsible for activating and renewing the customer base, acting as the customer’s main advocate within the company, and for developing and growing a world-class team for both Customer Success team members and their Support Engineers.
Forrester's Customer Insights
MAY 4, 2020
Apple did well with its Q1 2020 earnings given the circumstances and that nearly 15% of its revenue comes from China, on which it depends for both supply and demand for its products. Apple generates about 85% of its revenue from product sales and less than 15% from services. iPhones generate the bulk of this […].
Uniphore
MAY 4, 2020
Corporate America has been steadily shifting toward remote work models in recent years, but the Coronavirus crisis has sped things up considerably. With millions of Americans unable to get to the office, telecommuting isn’t just popular today - it’s necessary to continue doing business. Read More.
NetBase
MAY 4, 2020
Star Wars fans are delighted at Disney+ for all their many offerings, from the original Star Wars movies to the new Mandalorian series. As May 4 th approaches, Disney+ is battling COVID-19 by showing consumers and fans across the globe that the power of the fourth is still with them! Disney+ announced that they will release the latest in the Skywalker Saga, The Rise of Skywalker, a full two months early on May 4 th.
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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.
Maru Group
MAY 4, 2020
I had a therapist tell me once to “replace the fear of the unknown with curiosity”. It took me a while to get it, but I did and over the past 15 years it worked. Until now. Because there is the unknown and then there is the unknown unknown. The “unknown” is the lack of knowledge about the immediate and/or long-term future but within a known social, cultural construct.
Calabrio
MAY 4, 2020
Here at Calabrio, like many companies, we are entering our eighth week working from home. For a team where the majority are based in an office environment, we have now passed the phase where working from home is an experimental novelty. By now, we have settled in. We have created new routines, made decisions about what is and is not possible to maintain during quarantine, and generally revolutionized the way we operate as a company.
Think Customers
MAY 4, 2020
Like a massive tidal wave, the COVID-19 pandemic has upended business operations, supply chains, and economic activity, leaving a path of uncertainty. However, it has not changed the need for sales teams to produce results. On a recent webinar, “How to readjust and future-proof your sales,” sales growth experts from TTEC addressed prevalent questions about selling in today’s new reality and shared proven tactics, tips, and strategies.
SurveySparrow
MAY 4, 2020
COVID-19 has changed the world in no uncertain terms. Work-from-home was frowned upon by multinationals as it was believed that productivity takes a hit when people weren’t working out of their offices. Thanks to COVID-19 , working from home is the new normal. . Freelancers, independent consultants, small and medium businesses were already opening up to the concept of working out of their homes.
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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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