August, 2021

23 CX statistics shaping the new reality

MyCustomer Experience

2Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve. 6th Sep 2021. By John Aves Chief Executive

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The True Cost of Employee Disengagement in the New Normal

Uniphore

Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today.

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Trending Sources

The Year of CX Data Shifts Into Overdrive

Heart of the Customer

Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected.

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What is Asynchronous Messaging in Customer Service?

Advantage Communications

Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries.

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2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

Start with Hiring People Who Show Humanity at Work

Customer Bliss

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home.

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More Trending

Warranty Cost Management: Guarantee Satisfaction & Profitability

TechSee

Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

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5 Evolving Contact Center Technologies and Where the Next Year Will Take Them

BlueOcean

For all the grief, losses, and setbacks the pandemic unleashed, there is a general consensus that it also sparked a revolution on the technical front. The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months.

Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.

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Driving Software Adoption through Customer Success: 6 Ways to Improve Customer Engagement

Totango

Driving software adoption through customer success in the 2020s is a precision business.

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Improved People Skills Take You Further Than Jerky Behavior | #Leadership

Kate Nasser

Do improved people skills really help people? Yes, they really do. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly. Moreover, your poor people skills can drive people away from you.

How Insight Communities Improve Customer Experience

Alida

Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with. Customer Experience

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90% of Companies Have a CXO

The DiJulius Group

In 2020, almost 90% of organizations reported that they have a Chief Experience Officer (CXO), according to Gartner. This is a significant increase from 2017 when more than 35% of companies did not have a CXO on their team.

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How can you measure customer satisfaction?

ViiBE Blog

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp. Share on email.

2021 83

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

The Difference Between Repeat Customers and Loyal Customers

Shep Hyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? .

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7 Digital Customer Experience Best Practices for Higher Satisfaction

Totango

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention.

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Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills

Kate Nasser

For customer service excellence avoid saying these crushing customer service replies. 30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale.

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What Is Total Experience Management & Why Does Your Business Need It?

Alida

CX is your competitive weapon, but your competitors know this too. The experiences you deliver will have the biggest impact on attracting and retaining customers—more than price or product.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Supporting Your Customers by Going the Extra Mile with Enhanced Support

CSM Magazine

Supporting your customers by going the extra mile with enhanced support leads to happy customers and long-term loyalty.

2021 83

The Best Way to Improve Your Company Culture in Challenging Times / A Day in the Life of your Employee / Scott Blanchard Keynoting at the Revolution

The DiJulius Group

The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too.

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5 Top Customer Service Articles of the Week 8-9-2021

Shep Hyken

Each week I read many 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.

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3 Activities for Quick Wins in Customer Experience (& 3 More to Avoid)

Experience Investigators

Who doesn’t love a quick win? Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts.

2021 101

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How Success Teams Can Use Voice of Customer to Improve Customer Retention

Zonka Feedback

For every business, customer loyalty is a hard-earned wealth. Loyal customers would not only choose your brand over others every time, but they would also spread good word-of-mouth for your business and become your brand advocates.

Integrating CX Can Potentially Increase Your Profit by the Millions

Alida

It is a widely accepted fact that a happy customer is a returning customer. Someone who has enjoyed your service (in-store or online), product, and price are more likely to buy from you again and more importantly recommend you to their friends and family.

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5 ways to improve customer satisfaction scores using customer empathy

NICE inContact

Simply put, applying customer empathy means understanding and integrating your customer’s expectations. And lucky for you, we’ve outlined what that looks like with help from three industry experts in the eBook, “Cultivating a future-proof customer journey strategy.” Get your copy now.

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Amazon Saves you 75 Hours a Year

The DiJulius Group

We are really buying time from Amazon People don’t buy products from Amazon, they buy time. “We We offer low prices, vast selection, and fast delivery, but imagine we ignore all of that for the purpose of this estimate and value only one thing: we save customers time,” says Jeff Bezos.

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.