Mon.Jan 04, 2021

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It’s the experience, not the channel

Zeisler Consulting

Surely I’m late to the game on this but I had always found it curious and interesting to read accounts of peoples’ CX and more specifically support experiences through Twitter. The concept of pinging a business via their public handle and then getting a resolution seemed pretty cool to me. It’s mostly anecdotal but I feel the vast majority of those instances were travel-related.

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5 Top Customer Service Articles For the Week of January 4, 2021

ShepHyken

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 Tips and Advice from the Pros During Disruption by Srijana Angdembey. (Oracle) An engaging customer experience (CX) was once only nice to have, but during periods of uncertainly, it becomes a must have to provide the advice and solutions your custo

2021 144
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What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience.

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The Ultimate List of Customer Success Resources For 2021

Gainsight

As we embark on the New Year, now is the perfect time to catch up on Gainsight’s Customer Success resources from 2020. We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Bookmark this list and get through it bit by bit. It may seem daunting at first, but small daily rituals can lead to big results.

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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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3 Things Vitamix Can Teach Brands About Successful Loyalty Programs

Oracle

In a recent webinar hosted by Oracle, Vitamix, a leading global manufacturer of high-performance blending technology for consumers and commercial settings, shared three ways to elevate customer experience and deepen loyalty. Read on to learn how. Design your loyalty program to foster engagement. Design your loyalty program with your goals and objectives in mind.

More Trending

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CRM Hack: Marketing Plan Objectives and Principles

Optimove

For some reason, it’s still not widespread common knowledge in the marketing industry – but the data you collect from customers and analyses that you can conduct accordingly reveal the objectives and set of principles you need to define before building your marketing plan. Some think marketing plans and campaign ideas come from some magical creativity.

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Five companies crossing industry lines to transform customer experience

MyCustomer

Engagement 5 brands crossing industry lines to transform CX.

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How to Prepare Your Team for Digital Transformation

Russel Lolacher

How do you prepare your organization’s culture to fully embrace digital transformation? I was honoured to speak on a panel at the Public Sector Network event Virtual Digital Government Road Show: Turning Policy into Practical Delivery to talk about that very subject. Over the course of an hour, my fellow panelists and I shared our experiences and insights and I wanted to share my responses with you in case you find them helpful.

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Another Round of CX Happy Hour: 3 Employee Experience Tips for 2021

Think Customers

In 2020, we can always use another round of happy hour. Luckily, TTEC’s Liz Glagowski reunited with CX expert Dan Gingiss for their second LinkedIn Live ask me anything, EX for What’s Next: Most Standout Trends in Employee Experience for 2021. Here’s a recap of Dan’s best insights for driving positive and productive employee experiences in their happy hour discussion.

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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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Cue the Confetti: Celebrating Milestones from 2020 and Preparing for the Road Ahead

Team Support

“Every opportunity that a company has to celebrate something, no matter how small or large that something is, they really should take advantage of it to lift the morale of the employees.” 1 That’s what Matthew Jarzynski, vice president, human resources, Synergy, advises businesses as 2020 works its way into the history books. As business leaders, your focus this year was likely concentrated on adjusting to remote work, reconfiguring your staff according to changing business needs, retaining cust

2020 69
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CRM Hack: Marketing Plan Objectives and Principles

Optimove

For some reason, it’s still not widespread common knowledge in the marketing industry – but the data you collect from customers and analyses that you can conduct accordingly reveal the objectives and set of principles you need to define before building your marketing plan. Some think marketing plans and campaign ideas come from some magical creativity.

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Why streaming bundled services drive customer loyalty

PK

In streaming, giving consumers a reason to stick around is critical to remaining relevant. This is true of just about any category, but particularly for the OTT world because streaming […]. The post Why streaming bundled services drive customer loyalty appeared first on PK.

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Leading the CX Culture (R)Evolution

XMplify

In this short article I want to discuss why addressing the strategic and technical challenges facing Customer Experience professionals in 2021 is also going to need a rethink about corporate culture, especially as it app.

Culture 52
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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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Putting the Customer First with Personalized, Automated Communications

Topdown

With how busy everyone is and how immersed in technology most of our society seems to be these days, getting someone’s attention has become a competitive endeavor requiring a good deal of effort and creative strategy. But fret not, you have access to numerous tactics to craft meaningful and impactful customer communications and messaging that speak to the heart of your customer.

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Adapting CX to 5 common types of customers

MyCustomer

It’s no secret that delivering a five-star customer experience (CX) has direct and long-lasting positive effects on customer loyalty.A 4th Jan 2021. By Frank Sherlock.

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Forrester's Customer Insights

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2021 31
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4 Steps to Build Your Customer Journey

ClientSuccess

A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals. Many times, situations in which a customer becomes upset or frustrated can be attributed to a CSM not having a clear plan in place for transitioning between these different stages.

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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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The Perfect Zoom Set Up | Set Up Zoom Meeting

SurveySparrow

Video Conferencing tools have become one of the most critical technologies of late, especially because of a virus strain that has brought the whole world to its knees. Who’d have thought that! There is no denying the fact that Zoom is the most popular video conferencing tool in the market right now. We are going to speak about how you can set up Zoom meeting and a conferencing call with the help of Zoom app.

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The Roles of Success in the Customer Experience

SmartKarrot

As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention. You can go back to the drawing board–improve analytics, update playbooks, adjust team member incentives–but there’s also an inconvenient truth to address.

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How to better harness digital feedback to improve your digital experiences

MyCustomer

Voice of the Customer Harnessing digital feedback for better digital CX.

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Jan 04 – Customer Success Jobs

SmartKarrot

Role: Vice President, Customer Success Location: San Francisco Bay Area, US Organization: BrightEdge As a Vice President, Customer Success, you will consult on strategic initiatives and opportunities to drive innovation and value for customers. Drive metrics on performance and processes to achieve corporate and customer objectives, provide the best customer experience and consistently achieve team productivity, and customer satisfaction targets.

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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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Onboarding Customer & Employees The Right Way

Doing CX Right

The post Onboarding Customer & Employees The Right Way appeared first on Doing CX Right.

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It’s Likely You Already Have Low-Code Developers. Get Them Into Your Security Neighborhood.

Forrester's Customer Insights

In the world of DevSecOps, a little empathy goes a long way – particularly when it comes to expectations for your developers. While security pros have been steeped in common security flaws and the OWASP Top 10 for years, most developers never took a security course at the university level. As security pros, our job […].

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2020 CX Reflections – That Was The Year That Was

Horizon CX

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently. I liken this to a trip I made to India a few years back where I saw poverty like I had never seen before, became so ill that I could not eat for nearly an entire w

2020 52