Tue.Dec 08, 2020

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Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.

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How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

BlueOcean

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. Launched on-time despite major challenges of the pandemic.

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Which Team Role Are You Most Comfortable Serving In?

One Millimeter Mindset

Which team role do you usually take during meetings? Are you usually boxed into a corner, fulfilling a pre-determined role? Or do you assume a different voice at each meeting? And the voice you speak from depends on the nature of the meeting, the participants, and the desired outcomes. Regardless of whether you meet virtually or in-person, even the best teams have members who always fit into “assigned” team roles.

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Everything You Need to Know About Omnichannel Marketing

Ecrion

What Is Omnichannel Marketing? | Multichannel vs. Omnichannel Marketing | Reap the Benefits of Omnichannel Marketing. When many of us think of marketing, our minds go to advertisements on television and in magazines, social media posts, and podcast ad spots. But the problem with these channels is they’re static. We have to release content into the world and hope it connects with someone.

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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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Customer Success Team Accountability Gets You Closer to Your Goals

Totango

Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. As a manager, when your organizational best practices and your customer’s goals align with your employee’s actions and responsibilities, you have the perfect conditions for growth. . In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.

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Amazing Business Radio: Teresa Anania

ShepHyken

Create Value for Your Customers. Helping Customers Recover and Plan for a Successful Future. Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey. Top Takeaways: Customer service is what ties all other aspects of a business together.

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Get Ready to Personalize & Optimize Your CRM Campaigns Across ALL Customer Touchpoints

Optimove

Optimove and Dynamic Yield are pleased to announce a strategic integration that allows your brand to ensure each customer receives the optimal marketing treatment across all channels. The partnership unlocks the personalization and optimization of marketing campaigns and customer experiences throughout the entire customer lifecycle. By combining Optimove’s collected data with the power of Dynamic Yield’s personalization engine, your brand can easily deliver seamless and consistent ca

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Another Way to Say ‘No’ to a Customer

Myra Golden

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. I call the method “U S A.” I’m sharing with you the very teaching from today’s workshop. Try out U S A and let me know how it works for you. For more ideas like this, check out De-escalation Academy. Practice the U S A Method.

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Guest Blog: 5 Ways Chatbots Can Improve Your Customer Satisfaction

Comm100

Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.

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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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Virtual Selling – It’s the Same, Yet Different – and Here to Stay

Integrity Solutions

By Mike Esterday for the December 2020 edition of Top Sales Magazine. My last column for Top Sales World – in the July 2020 issue – was titled Successful Selling When Your World Turns Upside Down. That piece had a warning for salespeople and customer service teams everywhere: Your jobs have changed – your customers too – and it’s time to understand selling in a new world.

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Ask the Expert: Should I Add More Testers?

Centercode

Is more testers always the best solution when you’re experiencing a dip in feedback? In this Ask the Expert series, Centercode’s Chris Rader weighs in on large tester teams: when they work, when they don’t, and how to manage when your stakeholders want to keep adding testers. Got a question you’d like to see on the Centercode Blog?

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Live Chat Software – If You’re Only Typing, You’re Missing Out

Comm100

If you’re reading this blog, then you probably already know that live chat is the most popular digital customer service channel – and it keeps on growing. From January to August 2020, chat volume increased by 24% compared to 2019. And the reasons are straightforward. When a customer is looking for an answer to their question, they want three simple things – speed, ease, and accuracy (plus often a touch of personalization).

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Customer Experience Science

InteractionMetrics

In 1620, Francis Bacon broke with the conventions of his time by articulating a new approach to investigating nature. It’s what we now call the Scientific Method, a way of thinking which remains the gold standard for how we comprehend the world today. Instead of looking to fate or mysticism to explain nature, the Scientific Method asks us to formulate a testable hypothesis and run experiments to measure phenomena.

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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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7 proven ways to measure brand equity

Qualtrics

Get started today with our simple guide to measuring brand equity What is brand equity and why does it matter? It’s well-known that customers will tend to buy a product they recognize and trust. The concept of brand equity takes advantage of this customer behavioral tendency to maximize profitable sales over time. Brand equity is the added value a company has when they have a strong and positive brand name and public perception.

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Mapping the Customer Journey: What Insights You Need (and How to Get Them)

iPerceptions

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you shouldn't do without. The post Mapping the Customer Journey: What Insights You Need (and How to Get Them) appeared first on Astute.

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4 Important Roles the Best Cloud Call Center Software Plays in the Customer Journey

NICE inContact

Contact centers are a critical touchpoint that can make or break a customer journey. Having the best cloud call center software can ensure this particular part of the journey is smooth sailing rather than rough seas. We explore the critical role contact centers play in customer journeys and how the best cloud call center software can ensure this particular touchpoint offers frictionless service.

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When to ask the NPS Question?

Zonka Feedback

The best time to ask an NPS Question is sometime after a transaction, a purchase, a delivery or a meaningful interaction. When the customers' experience is fresh, they are in a better position to share the exact emotions and perceptions with a high accuracy of the responses. The success of any survey depends on the response rate of that survey. And when it comes to Net Promoter Score survey, the response rate means everything!

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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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Over-processing Processes for CSMs

Strikedeck

Rachel talks about the adverse effects of over-processing processes.

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Loyalty is the biggest gift for retailers this festive season

LoyaltyPlus

The ongoing COVID-19 pandemic has forever changed the way consumers shop – and retailers have had to adapt to a surge in interest in the Internet as a primary channel of trade. However, while globally entrenched retail events like Black Friday and Cyber Monday characterise November and the pre-festive season rush, businesses will be only too aware of the need to sustain and build loyalty.

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For the Love of 1099s! Preparing for JD Edwards Year-End

Circular Edge

Are you prepared to meet upcoming year-end processing deadlines ? As 2020 quickly comes to an end, it’s time to set up your EnterpriseOne systems and processes to meet and stay compliant with 1099 and US payroll reporting requirements. For JD Edwards customers, most of the tasks can be performed using Accounts Payable , HCM (Payroll, Time and Labor) and Address Book systems, as well as applying current ESUs to account for any legislative or regulatory changes that occurred duri

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Customer Experience in 2021: Forrester’s Top Five Predictions

Confirmit

Register to watch the webinar for your region. Australia. North America. Europe. It’s that time again… time to prepare your CX practice for a new year! After such an “eventful” 2020, one can only assume 2021 will be rife with changes in customer expectations and needs. How will the events of 2020 impact customer expectations?

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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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Why COVID is not a valid excuse (and other musings from a crazy year) Part Two

Smith+co CX

In my last blog I reflected on how customer experience has been impacted by the Covid-19 crisis and which brands are succeeding in spite of it. One of the hardest hit sectors in the is the hospitality industry. Smith+Co has worked with a number of leading hotel brands over the years, from luxury to budget, and so we were fascinated to see how they are coping given that the experience in staying at a hotel is so dependent on the emotional engagement.

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De-escalation Academy – Enrollment Now Open!

Myra Golden

In case you missed it, we just launched de-escalation academy. My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. If you’ve been checking out my Live Digital De-escalation workshops waiting for dates to open up on my calendar, and you want a customized workshop, this is your opportunity.

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Key Takeaways From The Forrester Wave: Customer Experience Strategy Consulting Practices, Q4 2020

Forrester's Customer Insights

On December 2, we published The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020, which is a continuation of the Forrester Customer Experience (CX) team’s study of the consulting market that supports CX professionals. These consulting services are critical to CX leaders trying to foster innovation and support CX transformations that help their companies […].

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The Power of Community-Based Marketing

Vanilla Forums

A new brand or an already established brand that wants to increase its reach in the industry will, at one point, decide to invest in community-based marketing by creating or expanding its community first. Community-based marketing is not a new marketing strategy, and it's been out there for quite some time.

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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