Beyond Philosophy
APRIL 23, 2020
We have a mirror that has been resting against the wall in our garage for the last five years. I want to give it away, but my wife Lorraine keeps saying, “No, we’ll sell that. It’s a nice mirror.”. It is a lovely mirror. But we aren’t going to get that much for it. Still, there it sits. Lorraine is demonstrating how the Endowment Effect works.
Heart of the Customer
APRIL 23, 2020
During these challenging times, I’ve been posting weekly videos on LinkedIn, sharing best practices on how customer experience (CX) pros can ensure their companies come out of this pandemic in a position of strength. We’ve also created a LinkedIn group, Managing the Coronavirus Experience (the Other CX), for you all to share your own tips. […].
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CSM Magazine
APRIL 23, 2020
So much of marketing now centres on ‘experience’, how do we provide that for our customers, how do we encourage our buyers to invest in the story of our product and how do we encourage them to share that experience, and by extension our product, on their social channels? One tool both sales and marketing teams will come back to time and time again is the customer journey, a great way to visualise and understand the motivations of a potential client.
Myra Golden
APRIL 23, 2020
It’s not unlike having your firstborn away at college. Your child is in the dorm and on her own. For eighteen years, you’ve prepared her for adulthood. But you worry. Is she making friends? Will she be safe at parties and with alcohol? Can she juggle classwork with fun? Is she eating healthy? Your employees are on their own at home. If a remote employee’s next phone call is from an angry, irate customer, can they handle it?
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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.
Hero Digital
APRIL 23, 2020
At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. These financial services companies have had to continually adapt and provide real-time solutions for customers through the changing nature of the crisis.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Kustomer
APRIL 23, 2020
Listen and subscribe to our podcast: Mary Drummond, CMO of Worthix, a specialist at improving customer experiences, joins Gabe Larsen on the Customer Service Secrets podcast to discuss the fundamental elements of building beneficial relationships between companies and customers. The Value Of Time Well Spent. Mary shares an experience she had during a podcast interview with Joe Pine, the decorated author of the book The Experience Economy.
Bold360
APRIL 23, 2020
As the COVID-19 crisis continues, many of us have grown newly accustomed to remote living. Even the most technically-challenged are now using video-chat, grocery delivery and online banking. Still, forgoing face-to-face communication presents some challenges we’ve had to reckon with well before social distancing. Luckily, now we have visual engagement to virtualize face-to-face engagement — and it is set to transform the customer experience.
Talkdesk
APRIL 23, 2020
The cloud ensures a remarkable pace of innovation, which is what ultimately makes the difference in the customer’s journey. Our expectations as customers have been growing and are now higher than ever. From year to year, we expect that the services at our disposal, both digital and traditional, will surpass and go further. Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count.
Kerry Bodine
APRIL 23, 2020
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this zone, you’re doing things you’re not good at — and that others are. Gay suggests we all avoid doing these tasks by delegating them to someone else or finding another workaround.
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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
Advantage Communications
APRIL 23, 2020
Customer expectations are higher now than they have ever been before. As a result, it’s crucial that your company is able to make the most of innovative technologies that enhance your customer experience (CX) and help you stand out above your competitors.
C Space
APRIL 23, 2020
The Brand Move Roundup – April 23, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. We started this series of brand updates on March 12, but the reaction has been so positive, and the crisis so fast-moving, that we’re going to move to a continuously updated rolling news format from now until it’s all over (hopefully soon).
Calabrio
APRIL 23, 2020
In my last weekly update on the leadership lessons learned during COVID-19, I discussed overcommunication: the idea that leaders need to set the tone for our managers, offer flexibility and resources for our employees, and visibly participate in meetings and our more lighthearted company virtual events and challenges. This week, instead of exploring how we handle the here and now, I am keen to share some ideas on how leadership can prepare for a smooth, safe transition when companies return to p
Forrester's Customer Insights
APRIL 23, 2020
What do consumers expect from their banks in response to the COVID-19 pandemic? We interviewed 40 customers of 14 banks to find out. We also asked them what they think of how their banks are handling the crisis so far. Their responses show that many banks are missing the mark by making COVID-19 content hard […].
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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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CSM Magazine
APRIL 23, 2020
Great service means great people. Steve DiGioia looks at the key traits you need to consider when hiring your ideal Customer Service Agent. We scour resume after resume in search of the best candidate. But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Sometimes we’re lucky and hire a gem who goes on to build customer relationships lasting years.
Kitewheel
APRIL 23, 2020
Though there is a rightful sense of worry in the consumer public during the COVID-19 pandemic, there are real business opportunities as well. Despite new concerns like a limited stock of some essential items, staff safety, and maintaining safe social distancing, the grocery industry has seen their importance to the overall economy reaffirmed more than ever before.
PK
APRIL 23, 2020
When crisis makes “business as usual” thinking implausible, it clears the way for change. The inertia that may have kept outdated practices in place subsides as the premium for finding better ways becomes an imperative. Most business leaders have been through economic disruption before. Though each crisis brings a different flavor of hardship, they know that the key to survival is adaptation and investment.
inmoment
APRIL 23, 2020
It’s clear that the Coronavirus has affected everything from commerce to customers, but how precisely is it impacting customer experience (CX) programs? Additionally, how can companies use their experience programs to spot problem areas and enact meaningful change under these unprecedented conditions? In a recent webinar , we posed these questions to our CX experts and they were all too willing to answer.
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.
John Paul
APRIL 23, 2020
Fabrice, General Manager in Luxembourg, tells us about his role and his job at John Paul. In the midst of the Covid-19 crisis, he also explains how his daily life has evolved and his favourite hobbies while staying home. What do you do at John Paul? I am General Manager of John Paul Luxembourg. I am responsible for the office in Luxembourg and my task is to make sure that both the Employee Loyalty (EL) and Customer Loyalty (CL) operations are running smoothly, as well as monitoring the business
Qualtrics
APRIL 23, 2020
As we head into spring, we’re feeling inspired to make a fresh start – and that includes cleaning out these HR programs and behaviors that are no longer serving, well, anyone. Absent Madonna, HR truly is the master of reinvention. As all signs point to spring having sprung, we’re itching to do just that: Swap out anything (and everything) to do with last season.
MyCustomer
APRIL 23, 2020
Engagement 4 practices to prepare for post-pandemic CX.
Forrester's Customer Insights
APRIL 23, 2020
On the 50th anniversary of Earth Day, brands from Hyundai to SodaStream flexed their creativity to socialize messages of inspiration and optimism as the dire reality of COVID-19 continues to strain consumer well-being. Our research has shown that the prevalence and intensity of values-based consumers have been on the rise; now, the pandemic forces consumers […].
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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.
SmartKarrot
APRIL 23, 2020
Why is this question important? – “What are the other names for customer success manager?”. Customer Success is a relatively new and evolving function, therefore, there is fair bit of overlap in terms of roles, functioning and goals with other teams. Although Customer Success requires fair amount of collaboration with different teams across the organization, currently, the function itself is overlapping.
NetBase
APRIL 23, 2020
Uncertain times can breed mass confusion. With lots of misinformation out there, it can be very easy to spread “fake news.” Brands must be vigilant around being honest and spreading facts, not fear as they pivot to adopt a more understanding, relatable tone with their consumers. Generating positive brand mentions with credible sharing is key. Here’s how it’s done.
SmartKarrot
APRIL 23, 2020
Role: Customer Success Manager Location: Hammersmith, United Kingdom Organization: Dassault Systèmes In this role, you will have to maintain the relationship with buyers to ensure perfect user experience and engage with buyers at various communities. You will be responsible for creating a strong database and improving the customer’s journey by helping them to find the right proposal.
XMplify
APRIL 23, 2020
Hot on the heels of my recent blog - Anticipating the world after coronavirus, in which I said that 'the world after coronavirus is going to look nothing like the world of 2019', this blog will explore one specific aspec.
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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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