July, 2020

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

Experience Investigators by 360Connext

2020 156

Bridging the Gap Between Marketing and CX

GetFeedback

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

2020 296

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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.

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. She, along with colleagues, published about the Return Trip Effect.

2020 104

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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.

2020 61

More Trending

5 Common Sales Challenges and How to Overcome Them

Integrity Solutions

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace. But the sales challenges persist.

Sales 64

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. What does that mean for you?

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.

2020 88

5 Ways to Reduce Churn by Delivering a Consistent Customer Experience

ChurnZero

This is a guest blog post by Dhruv Mehta from Acquire. Truth be told, there’s a direct relationship between customer retention and higher profits.

2020 59

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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!

2020 104

4 Strategies to Keep Customers Engaged and Coming Back

ShepHyken

2020 62

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).

2020 61

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.

2020 61

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Guest Blog – How Social Media Chatbots Can Help Businesses Target and Generate Leads

Comm100

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc.

Bridging the Gap Between Product and CX

GetFeedback

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

2020 294

The secrets of Gymshark’s customer-centred success

Vision Critical

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

2020 169

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.

2020 203

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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.

2020 143

What’s Trending in Customer Service Right Now?

BlueOcean

Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We were curious what industry influencers are talking about right now and wanted to share our findings here. Read on for more insight on what’s trending in customer service.

2020 120

The Big Mistake People Make with AI

Beyond Philosophy

Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable as magic.

2020 155

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. Guides

2020 249

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

The secrets of Gymshark’s customer-centred success

Vision Critical

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

2020 130

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.

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

2020 120

Truth in Teamwork: How cross-functional collaboration drives remote resolutions

TechSee

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed.

2020 127

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.