July, 2020

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Customers Want Personalized Experiences and Privacy: Can They Have Both?

Experience Investigators by 360Connext

Customers 232
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Bridging the Gap Between Marketing and CX

GetFeedback

Nine ways for CX and Marketing teams to work better together in optimizing the customer experience.

Marketing 415
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CX Needs Change Management

Heart of the Customer

You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […].

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How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.

Events 194
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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Things You Can Start Doing to Go From Reactive to Proactive Support

Kustomer

Today, businesses thrive when they can provide a convenient, personalized customer experience. That entails answering questions specific to a customer’s concerns and addressing wants and needs of a particular patron, all within a short amount of time. Certainly, businesses can help customers and provide top-notch customer service when taking on such tasks, but customer service agents can also be a valuable resource when they go above and beyond and reach out to the customer first.

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You Can’t Automate Your Customer Relationship

ShepHyken

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.

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How Complexities Prevent and Improve Employee and Customer Experience

eglobalis

How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.

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5 Strategies for CX Excellence

PeopleMetrics

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

CEM 163
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Why You Need to Be Collecting VOC And CSAT

The DiJulius Group

1. Feature Article Why You Need to Be Collecting VOC and CSAT By Jess Pischel, Customer Experience Consultant There is often some confusion when it comes to Voice of Customer (VOC) and Customer Satisfaction (CSAT). While they are two very different aspects of the customer opinion, the information collected from each are very important. Read Full Article.

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The 2023 Verint Experience Index: Retail

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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Boring Customer Service—Is That What Customers Want?

CSM Magazine

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

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Interview With CX Ambassador Corrina Owens

GetFeedback

Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space.

Marketing 437
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A Boring Customer Service Experience—That’s What Our Customers Want

ShepHyken

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

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To Master Customer Experience Strategy, Master CX Mindset

Experience Investigators by 360Connext

What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.

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The secrets of Gymshark’s customer-centred success

Alida

With businesses fighting hard to re-engage their customers in the wake of the coronavirus pandemic, Gymshark is one company that retailers could learn some lessons from, says Daniela Cicoria, senior customer success manager at Vision Critical.

Retail 208
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5 Must-Hear Conversations About Leadership and Relationship-Building

Customer Bliss

Throughout these uncertain times of the pandemic, I’ve been fortunate to bring you conversations with incredible business leaders, authors, and experts through my podcast, The Chief Customer Officer Human Duct Tape Show , and through LinkedIn Live. These individuals have all had insightful advice and anecdotes to help us think through how to approach current business models and future ones, given how rapidly things are changing in the world.

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How to Bridge the Gap for CX Across the Organization

GetFeedback

Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments.

Metrics 509
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Support Customers Faster, Better and Cheaper with Community

Vanilla Forums

All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. But most companies also think that delivering superior customer services comes with a hefty price tag. These companies, as it turns out, are happily mistaken.

Customers 193
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Customer service: what you can learn from great business leaders

Eptica

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.

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What A Face Mask Can Do for Customer Segmentation

Beyond Philosophy

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

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The Secret of CX Success

Heart of the Customer

Swing for the fences! Shoot for the Moon! You got this! During my many years as a high school and collegiate lacrosse player and coach, I heard (and said) encouraging platitudes like these more times than I can possibly count. But I think many CX professionals – myself included – could benefit from a reminder of just how much confidence […].

Customers 174
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ABM Success Recipe: Mastering the Crawl, Walk, Run Approach

Shifting to an account-based marketing (ABM) strategy can be both exciting and challenging. Well-implemented ABM motions build engagement with high-value accounts and drive impactful campaigns that resonate with your audience. But where do you begin, and how do you progress from crawling to running? Watch now as Demand Gen experts delve into the essentials of each stage of the ABM process.

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Retail Digital Experience Can Still Satisfy Europeans during COVID-19

eglobalis

Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.

Retail 132
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Bridging the Gap Between Product and CX

GetFeedback

Three ways for CX and Product teams to work better together in optimizing the customer experience.

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4 Ways to Speed Up New SaaS User Onboarding

Totango

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.

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Amazing Business Radio: Patricia Fripp

ShepHyken

The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert. They discuss her career history of using amazing customer experiences as a competitive differentiator, plus a few tips on speaking and presenting.

Culture 126
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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper