Heart of the Customer

APRIL 9, 2020

Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.

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Article White Paper Customer Experience ROI 133

Beyond Philosophy

APRIL 9, 2020

Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.

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Consumers Consulting Financial Books 174

Customercount

APRIL 9, 2020

We consider the three reasons why customer satisfaction surveys fail and provide advice and information on how to fix them. The post 3 reasons customer satisfaction surveys fail appeared first on CustomerCount.

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Customer Satisfaction Customers Information Customer Engagement 98

Hello Customer

APRIL 9, 2020

How can companies make the human connection part of their customer experience? Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. As people crave human contact more than ever, it’s important that companies maintain a human touch in the way they do business. This doesn’t just apply to e-commerce.

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E Commerce Customer Experience E-support Feedback 98

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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

Interactions

APRIL 9, 2020

Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships.

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Contact Center Virtual Agent Financial Technology 71

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer Engagement Metrics Amplified.

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Insights Brands Social Media Fashion 60

Calabrio

APRIL 9, 2020

COVID-19 is impacting all dimensions of the workplace, from where we work to how we interact with customers and co-workers. Further, it has highlighted the need for schedule flexibility as more employees work from home and are faced with other constraints such as school closures and childcare. With most companies in or moving toward a work-from-home model, a cloud-enabled remote workforce is the new imperative.

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Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. John is an entrepreneur and has three businesses. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

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Loyalty Airlines Leadership 2021 59

Talkdesk

APRIL 9, 2020

2020 began with the disturbing news that has touched many lives around the globe. Since January 2020, the coronavirus (COVID-19) has spread all over the world and affected many families as well as several segments and businesses. To slow the spread and help healthcare providers, public health specialists have recommended social distancing and self-isolation.

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Contact Center Healthcare Sports 2020 80

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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

C Space

APRIL 9, 2020

The Brand Move Roundup – April 9, 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).

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DemandJump

APRIL 9, 2020

What is Digital Marketing? Any beginners guide to digital marketing strategies should first define what this term refers to. A simple digital marketing definition would mention marketing that uses the internet, internet-enabled devices, and various online platforms to reach potential customers content and advertisements. More specifically, a digital marketing campaign generally refers to a coordinated effort that will help support the larger strategy these campaigns could be focused on one digit

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Marketing Social Media Advertising Reference 59

inmoment

APRIL 9, 2020

What exactly does the term “closing the loop” mean to you? Is it the part of an experience strategy that is only executed by the most mature customer experience (CX) organizations? Does it refer to encouraging employees to personalize closing the loop with customers? Since any closed-loop process starts with handling the customer, it’s well worth discussing the inner loop and the importance of resolving individual feedback.

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Brands Culture Reference Feedback 40

Kitewheel

APRIL 9, 2020

Having a common language to discuss journeys can help business leaders build competency and advance journeys at their businesses. As different terms and phrases come into use it can be difficult for business leaders to navigate and understand the customer journey landscape. To bring clarity to the customer journey software space, Kitewheel has created our Customer Journey Glossary.

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Customer Journey Definition Metrics Measurement 52

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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

SMG CX

APRIL 9, 2020

While businesses adapt to the new normal created by COVID-19, it’s imperative to keep pace with a quickly evolving customer experience. As the expectations for low-contact or contactless shopping shift, your digital touchpoints need to hit the mark.

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Customer Centricity Touchpoint Customers Customer Experience 52

ReviewTrackers

APRIL 9, 2020

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Advertising Consumers Customer Experience Customers 123

Customer Bliss

APRIL 9, 2020

In each episode of the Daily Dose of OPTIMISM! , I want to share acts of goodness that will drive and will earn both human and financial prosperity, as we work our way out of this. The following is a lightly edited transcript of the video below. This Daily Dose of OPTIMISM! is brought to you by the choral concert of the Chino Valley Unified School District.

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Financial Blog Customers Leadership 256

Forrester's Customer Insights

APRIL 9, 2020

Nearly two-thirds of consumers choose, switch, avoid, or boycott brands based on their stance on a social issue. Marketing and CX pros can lead the way in getting values-based messaging right.

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Consumers Marketing Brands B2C 42

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

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. So how can you help enable this effectively across your organization? Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. Benjamin Granger Ph.D., XM Institute.

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Communication Feedback Consulting Measurement 34

FiveStars

APRIL 9, 2020

One thing that small business owners and managers are great at is adapting to their current situation. While the coronavirus epidemic is unprecedented, those skills that keep small businesses alive every day will help these businesses survive. In many cases, there is no need to gather more debt during this time as national, statewide, and […].

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Insights Management 98

DemandJump

APRIL 9, 2020

One of the current buzzwords in business is digital transformation. Here at DemandJump we believe wholeheartedly in the importance of digital transformation as a way of transitioning into the future of business.

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Kerry Bodine

APRIL 9, 2020

The coronavirus pandemic has ushered in a new way of life for people around the world. And, no big shocker here: Our collective behavior is impacting businesses large and small. With data starting to trickle out about what people are actually doing during the time of COVID-19, I thought it would be helpful to consolidate this information so that businesses can make informed decisions about how to move forward.

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2020 Measurement Consumers Connections 87

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Information

One Millimeter Mindset

APRIL 9, 2020

When is the last time you updated business stories? You know, the ones you tell to acquire and (I hope) retain clients? And the stories you tell to engage and retain employees? Are you still using the same business stories, investor pitches, technical use cases or business cases? From Yesterday, which may literally be yesterday? The stories which you depend upon to show and tell and compel and sell and explain your solution?

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Employee Experience Books Innovation Connections 87

Maru Group

APRIL 9, 2020

Last week, we shared an update from US-based parents managing school closures during the pandemic. Many find themselves balancing home-schooling with family care and careers. Interviews showed how these parents are struggling, managing, and relying on technology companies to deliver easy-to-navigate educational platforms. Parents were clear that they were worried about their children’s social development.

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Sports Connections Culture Management 52

Centercode

APRIL 9, 2020

The Delta ’20: Virtual Customer Validation Conference saw over 400 Customer Validation professionals from companies like Bose, Roku, Autodesk, TechSmith, and countless others.

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Workshop Customers 52

Maru Group

APRIL 9, 2020

We tend to think of insights as being complete and discrete. We often develop a new understanding of a business problem and think we are done. But the reality is that insights emerge gradually, and understanding grows in fits and spurts more than we might like. Insights build on each other like scaffolding. One piece of information links to another and, as understanding increases, we gain a more complete structure.

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Insights Travel Reference Books 52

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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