Heart of the Customer

FEBRUARY 13, 2020

I’ve interviewed about twenty CX pros this year, as we work our way up to 100 interviews exploring the current state of CX as a discipline. What I’m finding is that the massive nature of the end-to-end customer experience makes for some daunting challenges. CX is the totality of all interactions between customers and your […]. The post When Eating the Elephant, Don’t Boil the Ocean appeared first on Heart of the Customer.

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Interaction Customer Experience Customer Journey Mapping Customers 103

CSM Magazine

FEBRUARY 13, 2020

Is your customer service in need of an overhaul? Luckily, there’s no need to spend a fortune revamping your entire customer service operation. Here are ten quick and easy ways to take your customer service to the next level. 1. Give a warm welcome. The art of welcoming guests is sadly an art that is in danger of extinction. The good news is it isn’t difficult to reclaim that art and help your company culture stand apart from the competition.

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Customer Service Social Media Culture Books 80

Bold360

FEBRUARY 13, 2020

I’ve just returned from Nashville where LogMeIn was a sponsor at Customer Contact Week – a multi-day event focused on customer-centric best practices and transformative ideas in service. Luckily for me, the event occurred with Music City as a bustling backdrop for education, networking, and yes, a little bit of fun. Challenges to be met – walls to be climbed.

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Engagement Multi-Channel ROI Events 52

InMoment XI

FEBRUARY 13, 2020

In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices. They have easier access to information and reviews about providers and facilities.

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Healthcare Customer Experience Consumers Article 260

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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.

Customers

Lumoa

FEBRUARY 13, 2020

Within customer experience management there are many manual and repetitive activities that have the potential to be automated. We'll explain why you should automate activities within customer experience management, and we share real-life cases of customer experience automation.

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Customer Experience Customer Experience Management Customers Management 178

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. A question that every business is seeking an answer to. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty.

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Loyalty 2020 Loyalty Programs Social Media 109

Customers That Stick

FEBRUARY 13, 2020

In this One Win Book Review, we take a look at Thinking, Fast and Slow by Daniel Kahneman. Check out the video below to hear Adam’s one win that you can take away from Thinking, Fast and Slow to improve your organization’s customer experience and customer service. About Thinking, Fast and Slow. FROM THE PUBLISHER: In the international bestseller, Thinking, Fast and Slow, Daniel Kahneman, the renowned psychologist and winner of the Nobel Prize in Economics, takes us on a groundbreakin

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Books Customer Service Engagement Marketing 78

One Millimeter Mindset

FEBRUARY 13, 2020

What is the worst word to use in strategic business storytelling? Think about it, but not for long. Because the answer should be obvious. The most frequently overused word in strategic business storytelling is “I.” Or, a form of “I” such as “me” or “we” if you are referring to your own company. First, count the number of times you talk about yourself during meetings, presentations and conversations.

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Social Media Workshop Presentation Reference 75

Ecrion

FEBRUARY 13, 2020

Did you know that companies with a customer engagement and experience mindset drive revenue four to eight percent higher than the rest of their industries? That’s a lot of money that can be gained by improving your customer engagement. Have you considered using customer engagement software to help improve your experience? To build a company people want to do business with, you need to perfect your company’s customer engagement software.

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Customer Engagement Connections Engagement Customer Journey Mapping 74

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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

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Strativity

FEBRUARY 13, 2020

Real brings strong innovation and consulting leadership experience as firm enters next phase of growth. Renowned customer experience and transformation firm Strativity Group announced Elizabeth Real as its new President. Real will guide company strategy and operations as the organization enters its next stage of growth in the booming customer and employee experience consulting market.

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2003 Consulting Innovation Leadership 98

Talkdesk

FEBRUARY 13, 2020

“81% of all customers across industries attempt to take care of matters themselves before reaching out to a live representative.” Gartner’s Four Best Practices for Implementing Extreme Customer Self-Service. Who is answering calls when your contact center is closed? Who is helping your customers when they have questions and problems outside of business hours?

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Virtual Agent Customer Experience Contact Center B2C 54

Innovative CX

FEBRUARY 13, 2020

I enjoy re-reading business books of the past that I used to aid in my professional development at some point in my career. In searching the archives, I found the book QBQ! The Question Behind the Question , written by John G. Miller originally published in 2001. The book is about “putting persona accountability into daily action, with astonishing results: problems are solved, internal barriers come down, service improves, teamwork thrives, and people adapt to change more quickly.

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Customer Experience 2001 Books Customer Service Representative 52

NICE inContact

FEBRUARY 13, 2020

Mike Bowman, Director of Operations for Educational Computer Systems Inc (ECSI) experienced his customer base (largely made up of students with loans) specifically telling him that they didn’t want to speak to agents, which led to him deploying an omnichannel contact center.

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Contact Center Omnichannel Customer Experience Customer Base 62

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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,

Measurement

Bizagi

FEBRUARY 13, 2020

A Center of Excellence (CoE) is a vital component of any organization who wants to realize digital transformation across their business. Gartner describes effective CoEs as “concentrating existing expertise and resources in a discipline or capability to attain and sustain world-class performance and value.”. In the context of process management and automation, concentrating these expertise and resources in a Center of Excellence framework means that when you scale-up production you can realize e

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Government Document Innovation Download 59

Oracle

FEBRUARY 13, 2020

It’s the season of romance, and according to Pew Research Center , 3 in 10 adults have previously or are currently using a dating site or app. But how do dating apps users feel about the customer experience they receive when looking for love? We interviewed individuals of various ages from all over the United States to see what aspects of online dating were exceeding expectations and which were failing.

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Customer Experience Social Media Travel 2019 42

Cyara

FEBRUARY 13, 2020

Well, for me 2020 has started with a bang! Since the new year, I’ve joined the Cyara team as Vice President of Engineering in Melbourne, and it’s been incredibly inspiring to get on board at this time in the company. I am humbled by the engineering talent and encouraged at how closely Engineering and Product Management work together to deliver our customer-centric solutions.

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Customer Centricity 2020 Management Customers 94

Bold360

FEBRUARY 13, 2020

Subscribe via iTunes , Spotify and more. Responding to high-quality leads who raise their hand and are ready to buy is the icing on the sales cake. But the actual cake is made up of mid-funnel prospects who have some level of interest, but aren’t ready to talk with a sales rep … and this part of the cake is thick with plenty of leads. But how do you respond to massive influx of mid-funnel leads and determine buyer intent … without spending your sales team’s valuable time on sifting through thous

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B2B Sales Demo Communication 75

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

Magellan Solutions

FEBRUARY 13, 2020

Your sales team is crucial in driving revenue. When they are not meeting quota, one might easily think that the team is being lazy or that they are not trying hard enough. But if you carefully examine the situation, the reason for their poor performance might be because your team was not given the resources to optimize their sales efficiency. What is Sales Efficiency?

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Sales Culture Call Center Competitive Advantage 52

Optimove

FEBRUARY 13, 2020

There’s so much data going around these days, and when summarizing yet another year of growth on the crossroads of actionable-data and orchestration, the task-list is gigantic and housekeeping projects are by the dozen. This can serve as proof of how boiling hot the world of CRM is – the one we envisioned years ago and spearheaded in many ways for about a decade now.

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2019 2018 2017 Presentation 52

Forrester's Customer Insights

FEBRUARY 13, 2020

Peter F. Drucker once said, “If you want to do something new, you have to stop doing something old”, and yet most firms stick with what they know and focus on incremental improvements. And while incremental growth is a critical piece of the puzzle, the more important element of growth is differentiation. If you want […].

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Innovation Technology Information Customers 60

dscout People Nerds

FEBRUARY 13, 2020

Orient your team to “how UXR works” with this handy, concrete, stakeholder-ready, user research framework.

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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.

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MyCustomer

FEBRUARY 13, 2020

Making predictions is a popular practice for thought leaders, research firms, and industry blogs across sectors. Predictions can be.3 21st Feb 2020. By nickmasonturtl CEO and Founder.

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2020 Blog 45

Forrester's Customer Insights

FEBRUARY 13, 2020

RSA Conference is an incredible opportunity for vendors to showcase their products and services to the security and risk community. Vendors, my shopping list does not include vaporware or snake oil. Everyone attending knows the internet is a scary place and threats are around every digital corner. Skip the scary statistics, and tell me how […].

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2020 Customers 42

Interactions

FEBRUARY 13, 2020

It’s no surprise that when customers are reaching out to a company, it’s not usually to tell them that everything is going well. Especially for communications service providers (CSP), where competition is high and the cost of switching is low, it’s important t not to give customers another reason to be frustrated when they contact you. Customers are not opposed to choosing another provider after even a single bad experience with their current company. .

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Contact Center Technology Brands Consumers 71

Forrester's Customer Insights

FEBRUARY 13, 2020

The highly orchestrated symphony of grouping employees into well-defined roles with specific and granular access to enterprise apps/services is breaking down under the frenetic rock n’ roll era of dynamic business. The instruments of creative destruction – digital transformation (DX), Cloud migrations, DevOps and Agile methodologies – are powering the new sound.

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Management Technology Customers 36

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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