GetFeedback

MAY 18, 2020

The traits, discipline, and knowledge that it takes to lead a successful customer experience program.

Leadership 284

Leadership Customer Experience Customers Article 284

MyCustomer

MAY 18, 2020

Podcast: The future of CX after coronavirus. Chris Ward. Wednesday, May 20, 2020 - 08:19. Customer experience management. Employee engagement. Reputation management. The future of customer experience after COVID-19.

Customer Experience 111

Customer Experience 2020 Customer Experience Management Loyalty 111

ShepHyken

MAY 18, 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 Loyalty Is Flat. What Should Your CX Strategy Look Like Now? by Rachel Lane. (CMSWire) A fair portion of customer loyalty may have been flattened over this 90-day period of the pandemic for businesses that haven’t been able to function as usual, and tha

Article 92

Article 2020 Customer Service Customer Retention 92

CSM Magazine

MAY 18, 2020

Successful companies always aim to keep their customers happy. They strive to support them with the best people and more increasingly, the best technology. Here I review OneDesk , a popular customer service solution. What is OneDesk? OneDesk is an application that helps you support your customers and manage projects. It does this by combining helpdesk and project management tools and enabling interactions between team members and customers through email, a customer portal, live chat, and mobile

Customers 84

Customers Demo Customer Service Interaction 84

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Customers

Myra Golden

MAY 18, 2020

The average business call lasts two minutes longer than it should. One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. If you’re like most of my clients, you have more pots now than you have burners. The last thing you need to be doing is worrying about your work from home employees’ ability to move swiftly from one call to the next.

Customer Experience 111

Customer Experience Customer Experience Design Customers 111

Joe Rawlinson

MAY 18, 2020

Optimizing your website is easier said than done. A lot of business owners are under the impression that all it involves is simply creating a visually-appealing site and then sitting back and waiting for results. No matter how great the design of your website is, you can’t just spend an hour on it and be done. Optimizing your website is an ongoing process that you need to stay on top of.

User Experience 88

User Experience Information Engagement Sales 88

NetBase

MAY 18, 2020

As the world shut down, and ride share operations came to a hard stop, the Eats section of Uber ramped up to deliver the ultimate in comfort – food. Using a crystal ball stocked full of next generation consumer and market intelligence could be the secret sauce keeping Uber ahead of the curve as it innovates early – again. Ride Share is Nonexistent Right Now.

Innovation 98

Innovation Transportation Consumers Financial 98

Confirmit

MAY 18, 2020

There’s no sugar-coating it. Things in the global aviation industry are tough going at the moment. Heathrow Airport, one of the busiest airports in Europe saw a 97% drop in passengers in April. What was looking like it could be a 4-6-week struggle is now clearly a global game-changer. Airbus has warned that the industry could take up to five years to recover to levels seen before the Coronavirus pandemic.

Airlines 59

Airlines Travel Government Feedback 59

Feedbackly

MAY 18, 2020

CX Professionals know that well-developed customer experience can have a positive impact on the business as a whole. Forrester writes how CX can increase. Source.

Customer Experience 87

Customer Experience Customers Insights 87

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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

Retail

NICE inContact

MAY 18, 2020

Last week, I noticed headlines announcing yet another business that’s decided it “won’t reopen half its offices after pandemic, amid restructuring and work-from-home success”. Maybe that’s not so shocking, though, considering that work-from-home contact center agents have an 80% better retention rate than those working out of a physical call center (according to a recent ICMI benchmark study on agent experience).

Contact Center 71

Contact Center Call Center Insights Engagement 71

CX University

MAY 18, 2020

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. Insights from the 2018 Customer Experience Conference at The Conference Board . Customer experience is best when it fits with the emotions of your customers. They want to feel they can trust companies, regardless of industry. Therefore they look for evidence. In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded.

Social Media 52

Social Media Insurance 2018 Hospitality 52

Forrester's Customer Insights

MAY 18, 2020

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […].

Financial 59

Financial 2020 Consumers Customer Centricity 59

CX University

MAY 18, 2020

The CXU Student Brief. A monthly newsletter for Upgraded Online Course Subscribers. Insights from the 2018 Customer Experience Conference at The Conference Board. Customer experience is best when it fits with the emotions of your customers. They want to feel they can trust companies, regardless of industry. Therefore they look for evidence. In the 2018 customer experience conference at the Conference Board, observations from 112 senior practitioners were recorded.

2018 52

2018 Insurance Culture Touchpoint 52

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Measurement

Experience Matters

MAY 18, 2020

U.S. well-being drops the most since 2012, driven by older females who feel much less financially secure. The post Largest Drop In U.S. Well-Being Since 2012 Hits Females Hardest appeared first on Experience Matters.

2012 69

2012 Financial Customer Experience Customers 69

LoyaltyPlus

MAY 18, 2020

As markets over the world continue to bear the brunt of the coronavirus (COVID-19) pandemic, governments are having to balance the health and welfare of citizens against the very real need to keep key sectors open and do all they can to sustain ailing economies. Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce.

Loyalty 52

Loyalty 2020 Brands Airlines 52

Optimove

MAY 18, 2020

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. And with every passing year, Optimove looks to improve its response to these needs. This year, Gartner recognized Optimove’s development and advanced it from the “Niche Players” to the “Challengers” quadrant in Gartner’s Magic Quadrant for Multichannel Marketing Hubs (MMH).

2020 52

2020 Marketing Download Call Center 52

LoyaltyPlus

MAY 18, 2020

As markets over the world continue to bear the brunt of the coronavirus (COVID-19) pandemic, governments are having to balance the health and welfare of citizens against the very real need to keep key sectors open and do all they can to sustain ailing economies. Experts within the retail space have long believed 2020 will be a significant year of development, with loyalty at the core of digital commerce.

Loyalty 52

Loyalty 2020 Brands Airlines 52

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.

Customer Insights

CSM Magazine

MAY 18, 2020

A new nationwide study commissioned by Eskenzi PR examined how video conferencing has changed workers’ perception of their colleagues. The results, announced today, have found that 40% of UK workers judge their colleagues on how their house looks over video conferencing. Fortunately, of those who admit letting the appearance of their co-workers’ houses influence their opinion of them, 28% say they now view their co-workers more favourably.

Presentation 52

Presentation 2017 Events Customer Service 52

FiveStars

MAY 18, 2020

[ps2id id=’fbcoronavirus’ target=”/]With the onset of the novel coronavirus (COVID-19) crisis, many companies must take unprecedented action in order to survive. Social distancing guidelines and related health regulations mean that many small businesses need to establish an online presence to remain visible. In addition to revamping websites and online ads, essential workflow may also include […].

Insights 52

Insights Loyalty Customers 52

Topdown

MAY 18, 2020

Digital transformation requires more than simply integrating new digital technologies. True digital transformation translates to overhauling processes, re-architecting operations and reimagining products and services. But are companies truly considering the customer in their digital strategies?

Technology 48

Technology Customers Customer Experience 48

Forrester's Customer Insights

MAY 18, 2020

More and more customer service organizations turn to robotic process automation (RPA) to make agents more effective. The technology offloads repeatable tasks from agents, enforces compliance to process and policy, and allows agents to focus on work that matters. Yet contact centers often don’t see the initial ROI of RPA play out as they scale […].

Customer Service 48

Customer Service Contact Center ROI Technology 48

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Information

CSM Magazine

MAY 18, 2020

Power cuts are rare, but if there’s ever a lengthy power cut UK Power Networks are offering to get customers a takeaway delivered. . One surprised customer received a chocolate birthday cake for her daughter after a power cut struck during their celebrations. She said: “Thank you, you certainly went above and beyond to help make my daughter’s birthday!”.

Events 40

Events Innovation Customer Service Customers 40

ppt solutions

MAY 18, 2020

TULSA, OKLAHOMA, May 18, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, formally announced today the addition of Casey Kostecka as Senior Vice President of Enterprise Solutions and Marketing. A veteran to the Contact Center and Customer. The post PPT Solutions Announces Casey Kostecka as Senior Vice President of Enterprise Solutions & Marketing appeared first on PPT Solutions.

Marketing 40

Marketing Contact Center 2020 Customer Experience 40

Forrester's Customer Insights

MAY 18, 2020

Firms Poised To Survive The Pandemic Aren’t Laying Off CX Pros, They’re Doubling Down To cut costs, companies are laying off employees in customer experience, customer success, and customer support. That’s a big mistake for three reasons. First, we have proof that improving CX increases revenue, lowers cost, and mitigates risk. Second, firms with a strong CX function have the customer understanding needed to weather the pandemic.

Marketing 45

Marketing Insights Customer Success Customer Experience 45

Knowmax

MAY 18, 2020

Benefits Of Having An Internal Knowledge Base At Enterprises.

Customer Experience 59

Customer Experience Customers 59

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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.

Customer Engagement