October, 2020

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Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

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Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey. Listening posts: Help us understand individual customer needs and experiences closer to real-time.

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The 11 Tracks on our CX Playlist

CX Accelerator

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?

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New survey: What do customers expect from service providers during COVID-19?

TechSee

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

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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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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. Culture change is not easy. I was running a workshop with a utility client many years ago about the concept of Customer Experience.

Culture 167

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Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

B2C 151
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5 Common Digital Transformation Mistakes and How to Avoid Them

Kustomer

You’ve no doubt heard of digital transformation before. Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation is more important now than ever before. Smart technology is allowing people to work remotely , and the future of healthcare has embraced telemedicine.

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Top Customer Service Considerations for Retailers in a Post-COVID World

Customer Experience Update Submitted Articles

Retail 357
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How to Reduce Field Service Costs to Meet Optimization Goals

TechSee

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

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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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How Well Do You Know What You Really Want?

Beyond Philosophy

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Books 178
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Human Motivations Amid Disruption: 5G, COVID-19 & More

Chadwick Martin Bailey

Answer : Massive disruption as we know it. Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. In addition to stocking up on toilet-paper , our family’s digital dependence has sky-rocketed. It has exposed the limits of our internet access and Wi-Fi functionality, and frayed the fragile fabric of our family’s functionality.

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Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?

ShepHyken

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.

Retail 135
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Measuring the Customer Experience in a Socially Distanced World

Second to None

The pandemic has been a catalyst to new consumer behaviors and expectations. Brands in all industries have had to pivot their business models to match these new expectations. . The problem is, even with the needed adjustments, many businesses are still seeing customer churn — and they don’t know why. And it’s even more important than ever to track the customer experience at every touchpoint, to make sure customers are feeling safe and aren’t putting in too much effort to interact with your brand

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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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B2B Customer Experience Best Practices

Customer Experience Update Submitted Articles

B2B 359
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Key to profitability - how UK customer experience is changing over the long-term

Eptica

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

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Getting Inside the Customer’s Mind

Beyond Philosophy

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131
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Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?

Totango

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

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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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What’s in a Name? Your Ability to Please Your Customers

Heart of the Customer

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167
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Amazing Business Radio: Steven Van Belleghem

ShepHyken

A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.

2020 123
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Are UnDiscovered Conversations The Key to Client Retention?

One Millimeter Mindset

What happens when you are open to undiscovered conversations? Instead of relying on scripted client conversations to guide your discussions with clients. These memorable conversations arise spontaneously. A dynamic dialogue begins. You both feel your brains expanding as you connect to, and become interconnected with, the other individual. As you begin your dialogue, you and your client start the conversation you are supposed to be having with each other.

Workshop 117
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ServiceNow BrandVoice: Great Customer Service Requires A Smarter Workflow

Customer Experience Update Submitted Articles

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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What Does Healthy Employee Engagement Look Like?

Second to None

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

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Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

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Banking: 5 keys to supercharging your digital strategy

Talkdesk

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

Banking 119
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Customer Disservice

ShepHyken

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.

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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