ShepHyken
JULY 1, 2020
I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.
The DiJulius Group
JULY 1, 2020
1. Feature Article How to Stop Losing Your Customers By John DiJulius, Chief Revolution Officer One of the most frustrating pain points for customers is dealing with businesses that are paranoid of customers taking advantage of them. This leads to a significant amount of time spent by companies creating and enforcing policy versus creating. Read Full Article.
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Innovative CX
JULY 1, 2020
Or put another way, when was the last time you: Accessed your website from a mobile device? Checked to see if a promotion code works when you try to enter it online? Asked one of your field sales representatives about the specifications of one of your products? Used your interactive voice response unit to access your account information online?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
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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.
Customer Bliss
JULY 1, 2020
Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Myra Golden
JULY 1, 2020
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.
One Millimeter Mindset
JULY 1, 2020
It’s time to hit your professional reset button with these six blog posts! Today, tomorrow and moving forward, your clients need you. And, more than ever before, they require you to be fully present and in the moment with them. Because everyone’s stories are now profoundly changed by this year’s extraordinary set of events that continue to emerge daily.
Customer Enthusiast
JULY 1, 2020
I’m reading a lot about how COVID-19 is going to irrevocably change customer service and customer experience. There’s no doubt that things will change – are changing – in the near term. And after the virus has passed, we’ll continue to see masks worn voluntarily on airplanes, public transportation, and in other densely populated settings. […].
PK
JULY 1, 2020
Recently, a major retailer asked PK to assess its loyalty program, which had first launched in the late 1990s. By one metric—retention rate—the retailer’s program was still successful. But while […]. The post Mine your data before you change your loyalty program appeared first on PK.
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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
Think Customers
JULY 1, 2020
The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every industry from healthcare, travel, banking, and more. But the Coronavirus pandemic forever changed our hopes for the future. We understood that most industries were on the road to digitalization, but the crisis led to a tectonic shift in how people live.
NetBase
JULY 1, 2020
Consumer understanding will make or break a business right now. The stakes are too high to take risks with less than accurate intel, and this is a challenge many brands face. And this is why top brands and agencies are ecstatic over the nuanced and unanticipated insight they’re uncovering during the NetBase Certification process. What is NetBase Certification?
Kustomer
JULY 1, 2020
We all know that businesses strive to be efficient — not only within the customer service department, but throughout the entire organization. However, as customer experience continues to become more important than price and product when it comes to loyalty, the goal for CX departments to be highly effective can at times feel at odds with the efficiency mandate.
Lithium
JULY 1, 2020
Does your brand use Khoros technology to deliver world-class digital customer experiences? Do our tools help you build strategies and results that others can learn from? Share your stories and successes through the first annual Khoros Kudos Awards in one of these 11 categories! Best-in-Class Care. Best-in-Class Community. Best-in-Class Marketing. Better Together: Customer Engagement.
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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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Wootric
JULY 1, 2020
We are excited to announce a new integration with Freshworks that enables cloud-based businesses to optimize the customer support touchpoint, a crucial moment in every customer journey. The integration is now available on the Freshworks Marketplace. The integration between Wootric and Freshworks’ omnichannel helpdesk, Freshdesk, enables businesses to immediately trigger a personalized Wootric microsurvey upon the closure of a customer support case or other event captured in Freshdesk.
Martin Hill-Wilson
JULY 1, 2020
This article is intended as a provocation around how the CX community likes to see its value and the associated narrative often told to support that identity. Customer experience management is at a tipping point. Where We Are Now. The industry has blossomed during the last decade. It has global, regional, and local communities of practitioners. Many have taken the initiative to accredit themselves and then tilled the soil to plant the vison and practice of customer experience management.
NICE inContact
JULY 1, 2020
The past few months have presented huge challenges for businesses and employees around the world, including the disruption for many to a work-from-home environment. While the majority of contact centers are well past the initial hurdle of providing agents access to work from, it was no easy feat as many didn’t have an agile infrastructure that supported a seamless transition.
Storyminers
JULY 1, 2020
Check the original article here. Mike Wittenstein Show Notes. Mike Wittenstein had not acted since his junior high school play. But he decided to take an acting class and it helped him to grow his business. Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way. Mike grew up in Orlando, FL, on the same land his great grandparents grew oranges and raised dairy cows.
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.
Oracle
JULY 1, 2020
You’ve got your diploma, your resume is ready, and your cover letter is perfected. Now how do you land that position in marketing? According to Katie Martell , Marketing Consultant, “Both marketing and CX are filled with processes that combine people and technology, so it’s important to be good at both. Sharpen your left-brain logic and tech acumen along with your right-brain creativity and empathy.” In the second part of our tips for graduates series, we asked CX profess
Team Support
JULY 1, 2020
Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated. But why should B2B customer support teams pay attention to customer sentiment and CDI?
Confirmit
JULY 1, 2020
At many companies, security may be taken for granted, but at Confirmit, our Security and Compliance team never rests. That’s why we are extremely pleased to be able to say that Confirmit has, once again, successfully completed a “System and Organization Controls” - SOC 2 Type II examination for our Confirmit Horizons SaaS and Cloud offerings.
Prophet
JULY 1, 2020
Over the past few weeks and even months we’ve seen how quickly retail stores have been innovating and pushing their physical services and experiences online. The digital disruption over the past 5 years and now COVID-19 has driven the necessity for retailers to quickly transform their business model. Every day, we see how creative retailers […].
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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.
Forrester's Customer Insights
JULY 1, 2020
The notion of the customer at the center of government is not a new concept. For centuries, government employees have been identified as “civilian servants of the public” Becoming a politician or government departmental employee was considered a noble act of serving individuals, the community, and the nation. Few organisations, and even fewer vocations, shape […].
Optimove
JULY 1, 2020
What are Control Groups? A control group, or holdout group, is a subset of the total group of customers being exposed to a test. Many clinical trials and social experiments use control groups to illustrate what would have happened to patients or participants if they had not received the test treatment or if they had received a different treatment known to be effective.
Forrester's Customer Insights
JULY 1, 2020
While a lot of firms are hurting right now, there are a few who are doing better than most. Digitally advanced firms typically outpace others when it comes to revenue growth. While many firms focus digital efforts on improving customer experiences, advanced firms also look for opportunities to drive new sources of revenue from new […].
GetFeedback
JULY 1, 2020
Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies.
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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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