Heart of the Customer
SEPTEMBER 3, 2020
One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.
Beyond Philosophy
SEPTEMBER 3, 2020
Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
One Millimeter Mindset
SEPTEMBER 3, 2020
When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project. However, is there an intentional, or unintentional, professional homogeneity and familiarity created in the team selection process?
Ecrion
SEPTEMBER 3, 2020
How to Boost Digital Customer Engagement | Measuring Digital Customer Engagement. It’s 2020 and we are living in the digital age. Is your company up to speed? 70% of businesses have a digital transformation plan in place. If you’re not one of them, you’re behind the times. Customer engagement has always been a key element of any business marketing strategy.
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.
Eptica
SEPTEMBER 3, 2020
Date: Thursday, September 3, 2020 Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive Turning a crisis into an opportunity: greener and more sustainable contact centres. Published on: September 03, 2020. Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive COVID-19 has led to millions of people rapidly switching to home working, including those who traditionally commuted to contact centres.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Andrew Mcfarland
SEPTEMBER 3, 2020
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. (Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing. “When.
Think Customers
SEPTEMBER 3, 2020
Understanding where your customers are and how to reach them in a seamless fashion is the cornerstone of any modern customer experience. Unfortunately, by the time a customer typically reaches your contact center it means you have failed to deliver an effortless experience. So, imagine if you could get a clear view of your current customer experience across all channels and touchpoints for each customer journey, and a digital strategy that differentiates your CX from competitors through its effo
Kustomer
SEPTEMBER 3, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Nate is the Founder of CX Accelerator , a virtual community that encourages and supports CX professionals in the tough work that they do. Nate is also the Chief Experience Officer at Officium Labs , a company dedicated to decentralizing wealth by investing in high quality CX products and concepts.
SaleMove
SEPTEMBER 3, 2020
With insurance, people will buy on price and leave on experience. In order to provide customers with the best possible experiences, companies must equip their employees with the right tools and training to to their job and be successful. When communicating online, agents need tools that are intuitive and designed to make their lives easier and the customer’s experience better.
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
CSM Magazine
SEPTEMBER 3, 2020
Business insurance can be frustratingly expensive, but it’s an essential part of good customer service. Here’s why, and how you can get it cheaper. Running or managing your own business often comes with just as much risk as reward. From employees getting injured through to extreme weather stopping you from trading, you need insurance to safeguard your business in case the worst comes to the worst.
SaleMove
SEPTEMBER 3, 2020
With insurance, people will buy on price and leave on experience. In order to provide customers with the best possible experiences, companies must equip their employees with the right tools and training to to their job and be successful. When communicating online, agents need tools that are intuitive and designed to make their lives easier […].
NICE inContact
SEPTEMBER 3, 2020
If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.
Maru Group
SEPTEMBER 3, 2020
The enforced social lockdowns to combat the coronavirus pandemic around the world created a new army of homeworkers. With restrictions now easing, recent data from our Maru/Matchbox Feel, Behave, Think COVID-19 tracker suggests 40% prefer their work from home setup over office work. It’s a pattern that’s so prevalent that even tech giants like Twitter have announced the end of their global workplace altogether.
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,
.png)
inmoment
SEPTEMBER 3, 2020
If you’re looking for reasons why employee experience (EX) is crucial to the success of your brand, all you need to do is count the hours. The truth is that most of us spend the majority of our lives at work; in many cases, we spend more time chatting with our co-workers than some of our family members. Therefore, the employee experience has a major impact on our overall health and well-being, leading us to look for jobs that both engage and fulfill us.
SurveySensum
SEPTEMBER 3, 2020
Want to know how exactly your customers feel! Are you able to comprehend your customers’ feedback? Do you want to simplify their complex opinions? Then, you are at the right place! . You can do it all with the Likert Scale! But what is the Likert Scale? The Likert Scale is a rating scale that helps you gauge the attitudes or opinions of your customers.
XMplify
SEPTEMBER 3, 2020
The thorny matter of measuring the ROI on your CX investments hasn’t gone away over the summer. I am sharing a link to a white paper I co-wrote with Clare Kavanagh of W5 on the back of the CXPA Ireland webinar in July on.
The DiJulius Group
SEPTEMBER 3, 2020
What are the common issues that you have in your company? Is it sluggish sales? Poor engagement? Lack of innovation? Every company has its own set of issues. The problem is that there are many leaders who aren’t actually solving the real issue. Getting to the Root Cause Whether that’s an issue around leadership, sales, Read Full Article. The post Creating The Trust Edge in Your Business appeared first on The DiJulius Group.
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.
Brad Cleveland Blog
SEPTEMBER 3, 2020
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team.
C Space
SEPTEMBER 3, 2020
The Brand Move Roundup – September 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.
Strikedeck
SEPTEMBER 3, 2020
Shreesha talks about how to leverage customer advocacy to expand your business.
Brad Cleveland Blog
SEPTEMBER 3, 2020
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most … Continue reading → The post The Stay Interview: A Powerful Retention Tool appeared first on Brad Cleveland.
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.
Steve DiGioia
SEPTEMBER 3, 2020
Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?
Brad Cleveland Blog
SEPTEMBER 3, 2020
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace of effort required, feeling of not being appreciated, the list goes on. What is most important in retention efforts is determining what is important to each individual employee on your team.
Zeisler Consulting
SEPTEMBER 3, 2020
There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether. A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the
ClientSuccess
SEPTEMBER 3, 2020
In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.
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.
Expert insights. Personalized for you.
117 
Let's personalize your content