UJET
NOVEMBER 18, 2019
2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. To welcome the new year, here are five predictions for 2019. Messaging Surpasses Voice.
ShepHyken
NOVEMBER 18, 2019
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. Consumers And Brands Disagree On Customer Experience, Poll Finds by Ray Schultz. (MediaPost) Consumers and brands are on a collision course over what makes a good customer experience.
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Michel Falcon Experience
NOVEMBER 18, 2019
In this video, I describe my People-First Culture. I hope you enjoy and subscribe to my blog to stay up-to-date on company culture, employee engagement, and customer experience strategies! Stay tuned for next week’s installment! Eager to learn more? Follow me on LinkedIn and pick up a copy of my book! BOOK — [link]. LINKEDIN – www.linkedin.com/in/michelfalcon.
Oracle
NOVEMBER 18, 2019
“You Millennials are the laziest generation there is.” “You want to work for free and do the bare minimum.” “You have no respect for authority and are as entitled as they come.” Sound familiar? I’d bet a pretty penny that every Millennial has encountered – either directly or indirectly – such remarks on the generation’s sense of entitlement, poor work ethic, and respect for authority (more accurately, the lack thereof).
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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.
LiveChat
NOVEMBER 18, 2019
Can you feel it, coming in the air tonight? It’s a big holiday season for retail. Bigger than 80’s hair. We hacked the mainframe and found the secret data – this could be The Trillion Dollar Season. Join LiveChat for a week of articles and videos dedicated to Black Friday and Cyber Monday. Sell better online and offline. Make it rain. Cyber Monday is just around the corner.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Bold360
NOVEMBER 18, 2019
Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. And with all the buzz around Artificial Intelligence technology, it’s no surprise many companies are considering ways to incorporate AI to improve performance. As you think about 2020 and beyond, consider these three areas where you can leverage AI across your customer’s journey.
CSM Magazine
NOVEMBER 18, 2019
In today’s age of technology, the businesses that can offer effective online customer service will undoubtedly be the ones to thrive. However, virtual transactions pose a host of challenges in the service realm. If you want to step up your online customer service, we have six options to consider. Automate Transaction Follow-Up. When customers shop online, they want the process to be as fast and trouble-free as possible.
Kustomer
NOVEMBER 18, 2019
The modern customer wants to buy a product, but they don’t want to be treated like a transaction. They’re expecting an experience—and if that experience is a positive one, then a one-time purchase often becomes a lifelong interaction with a company that understands their wants, needs, pain points and history. Unfortunately, most companies are still living in the early-digital Dark Ages, treating their customers like tickets in a queue rather than individuals with real desires and concerns.
Confirmit
NOVEMBER 18, 2019
Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. What does it actually mean? How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership development, performance management) are all part of the Employee Experience.
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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
MyCustomer
NOVEMBER 18, 2019
Loyalty Shocking stats that shook the world of CX in 2019.
NetBase
NOVEMBER 18, 2019
Some influencers generate more buzz than others, of course. But none do it quite as well as a “B” the bee influencer! Its sights are set on creating an environmental buzz on social media and it has been pretty successful so far. Is an animal influencer in your brand’s future? Let’s find out! And first, a gratuitous pic of B, because there are so many amazing shots to share: Now, about that buzz.
SMG CX
NOVEMBER 18, 2019
This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place.
NetBase
NOVEMBER 18, 2019
Some influencers generate more buzz than others, of course. But none do it quite as well as a “B” the bee influencer! Its sights are set on creating an environmental buzz on social media and it has been pretty successful so far. Is an animal influencer in your brand’s future? Let’s find out! And first, a gratuitous pic of B, because there are so many amazing shots to share: Now, about that buzz.
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MyCustomer
NOVEMBER 18, 2019
Engagement Survey: Help unearth the secrets of CX leadership.
Forrester's Customer Insights
NOVEMBER 18, 2019
Nike Just Does It First, the age of the customer shifted power away from institutions to individuals, drastically reducing the control companies had over their own brands. Then came Amazon. The competitive juggernaut ripped whatever shred of control brands had left, leaving them to figure out the algorithmic enigma of e-commerce while competing on price […].
GetFeedback
NOVEMBER 18, 2019
A process map to take action CSAT feedback: how to transform, consume, and operationalize customer feedback collected via a CSAT survey. .
Forrester's Customer Insights
NOVEMBER 18, 2019
“When [billing] goes well, no one cares. When it goes wrong, it’s the end of the world,” one business customer summed up. As a digital business strategist, you may not think billing technology is in your purview. But your ability to keep up with market changes and the quality of your customer experiences will depend […].
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.
GetFeedback
NOVEMBER 18, 2019
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen–not just money, but respect.”. Those words could not be truer when it comes to customer experience (CX) and to your business. . Listening (to customers) is one of the most powerful tools in your toolbox. As Harvey says, you learn when you listen. You learn about the customer, about her expectations, about how well you’re performing against her expectations, about how your products and services he
MyCustomer
NOVEMBER 18, 2019
Engagement Benchmark yourself against other CX leaders.
Forrester's Customer Insights
NOVEMBER 18, 2019
Innovating based on instinct is a gamble — the right way is through design research. But its repertoire and relevance are widely misunderstood.
Qualtrics
NOVEMBER 18, 2019
Last week, we hosted the first of a new meetup series – Pancakes and People Analytics – that does exactly as the name suggests. Here’s what I learned sharing delicious pancakes with some of the brightest minds in people analytics. First off, let me just say the pancakes were phenomenal. But beyond that, we had Geoff Ho from Roger’s Communications, who shared how he’s driving employee experience with data while the rest of us HR folk ate pancakes, mingled, and shared insights and tips
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Gainsight
NOVEMBER 18, 2019
According to a B2B Marketing survey, two-thirds of marketers are making CX a priority in the next twelve months. More than a quarter of those surveyed are prioritizing CX before the year-end, largely because CX is set to become the most influential factor in customers’ minds as they sort through their options in saturated markets. Of the B2B companies that are fine-tuning their CX strategy , they are said to have strong revenue growth and ROI, reporting more than a 2x return on their investmen
Experience Matters
NOVEMBER 18, 2019
When an employee asks for a specific feedback score, it jeopardizes your Experience Management (XM) program. You need to stop this "gaming" behavior. The post Stop Employees From Asking For Good Ratings appeared first on Experience Matters.
Thematic
NOVEMBER 18, 2019
Key #1: Let customers talk! (Ask open-ended survey questions). Companies know that customer feedback matters. There are more cost-effective (sometimes even free!) services than ever to solicit that feedback. However, too many businesses struggle to turn this feedback into action. In other words, they collect valuable data — then do nothing with it. At Thematic, we interview dozens of companies each month who collect feedback from their customers — both those who succeed and those who struggle.
Solvvy
NOVEMBER 18, 2019
The holidays are here and wish lists have been made. Have you been nice or naughty? If you’ve been nice, Santa and his elves are beavering away in their workshop trying to make your dreams come true. This time of the year is not only busy for Santa and his elves, but for everyone else trying to find the perfect Christmas gift for their loved ones.
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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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