March, 2021

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board.

2021 81

5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’

Beyond Philosophy

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

2021 106
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How to Care More About the Customer Than the Sale

ShepHyken

It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that?

2021 136

What is Customer Experience Management?

GetFeedback

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

How to Run a Successful Voice of the Customer Program

The Voice of the Customer (VoC) is the core foundation of any successful customer experience program. Download this guide from GetFeedback to learn how you can launch a successful Voice of the Customer program that drives return on investment!

Visual Transformation in Telecom: Endless opportunities

TechSee

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.

2021 145

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Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.

2021 142

Reflecting at the Year Mark: 3 Lessons on Leadership from a Year of Coronavirus

Customer Bliss

As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. Even as more people get the vaccine and we slowly edge into “normal life,” it’s vital for us not to waste this opportunity.

5 Top Customer Service Articles For the Week of March 22, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Forget Customer Experience. Forget Employee Experience.

2021 120

Interview with CX Ambassador Mike Cancel about Pandora's customer experience program

GetFeedback

We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space. Articles

2021 253

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

5 Technologies that help your Customer Service Team drive more Sales

TechSee

“Do you want to SuperSize that?” ” and “Do you want fries with that?” ” These lines – uttered with every Mickey D order – are probably the most famous upsell and cross-sell out there.

2021 119

Banks & credit unions: Improve your metrics by putting customers first

Alida

The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.

Joseph Michelli: What’s the Purpose of Your Business?

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones.

2021 124

The Most Important Measurement In Business

Hyken

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

5 Top Customer Service Articles For the Week of March 15, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

2021 116

Customer service best practices: 12 tips to improve your business

GetFeedback

Excellent customer service can increase customer loyalty, retention, and more. Articles

2021 195

How Visual Transformation Will Revolutionize Customer Service

TechSee

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives.

2021 109

Don’t Leave Your Customers in the Dark!

Heart of the Customer

At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises.

2021 137

How woom bikes Takes an Employee-First Approach to Grow Its Customer Base

Are your employees an untapped source of customer feedback? Watch this on-demand webinar featuring woom bikes to learn how their team improves employee and customer experiences in tandem.

What are video surveys & why should you use them?

Alida

A video survey is a qualitative research survey with one or more embedded video questions. Customer Engagement

2021 130

Overcoming The Virtual Engagement Trap of Remote Selling

Integrity Solutions

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it?

2021 111

How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love.

How to create and measure customer service goals

GetFeedback

Goals can improve your overall customer service, customer retention, employee experience, and more. Articles

2021 195

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Need Mo’ Money? Customer Service can Help using the Power of Vision

TechSee

Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization.

2021 109

UPS Fail: Mishandled With Care

Heart of the Customer

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse.

2021 137

Why WPS Health Solutions Puts Member Experience First

Alida

WPS Health Solutions is a not-for-profit health insurance provider with a footprint that extends across the United States. Over its 75-year history, WPS has grown from a regional player in the Wisconsin market to become a leading force in the U.S. health insurance sector.

2021 130

Amazing Business Radio: Adele Gutman Milne

Hyken

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective.

2021 103

Why the Future Success of Retail Lies in Customer Experience

Retail’s post-pandemic future: Are you prepared? Download this article by Harvard Business Review (brought to you by GetFeedback) to find out why the future success of retailers will ultimately depend on creating a cohesive customer experience, both online and in stores.