June, 2020

What are the most common objections to new CX initiatives - and how can you counter them?

MyCustomer

Engagement How to pitch CX initiatives & overcome objections

4 Experts Share Their Advice on Cultivating the Well-Being of Your Organization’s Stakeholders

Customer Bliss

During this time, I’ve been hosting weekly live conversations on LinkedIn , with C-Suite leaders, authors, and experts in their respective fields. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery.

2020 130

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Customer Experience in the Era of Product-Led Growth

Wootric

Executives and end-users look for different things when choosing software products. An executive, for example, might be more interested in ROI and scalability, while the end-user often cares more about just getting their work done, quickly and easily. . There was a time when executives were the gatekeepers who decided which B2B software products their companies purchased while the end-user experience took a back seat—but that era has ended.

2020 65

Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

Experience Investigators by 360Connext

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. Think about your best experiences as a customer.

2020 134

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!

10 Ways to Immediately Improve Your Customer Centricity

C3Centricity

We all know that customer centricity is essential; even more so these days with the lockdown in most countries due to the pandemic. Now more than ever, businesses need to put their customers clearly at the heart of their organisation. But I know that many struggle, even in more normal times, to be customer centric. They just don’t know where to start. Am I right? If you’re one of them, then this article is for you.

More Trending

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners

eglobalis

Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis. Amazing Human Cetricity Business Transformation CX Complex vs Simple Customer Driven Customer Experience Customer Relationship CX Crisis Management Experience Design Human and Digital Engagement Micro Moments People Experience Product and Services Design Quality CX Management

How to Navigate Machines in the CX Ecosystem

GetFeedback

How to design a customer experience that prioritizes the always-evolving human and machine interconnection. Guides

2020 200

The Central Role of AI in Multiexperience CX

TechSee

Customer experience (CX) is a space where innovative AI applications are being deployed at a rapid rate to deliver effortless, multi-sensory journeys across a range of voice, video and text modalities, apps, and other digital touchpoints. This emerging approach is known as multiexperience (MX). MX gives customers a greater degree of choice over how they interact with a brand. Devices such as TVs, phones, tablets, and smartwatches each have their strengths when it comes to UI and UX.

2020 106

How to optimize the customer journey with the voice of your customers

iPerceptions

As recent events have shown, the ability to rapidly adapt customer touchpoints and build out new customer experiences is a significant advantage. Customer Experience Voice of the Customer

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!

CX Do’s and Don’ts in Retail Industry

Feedbackly

The retail industry can massively gain from customer experience because of its close-bound relationship with customers. This is especially true for stores that have. Source. Insight business customer service problems customercare customerexperience cx happycustomer retail

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.

2020 57

5 Surprising Rules to Live By When Managing Customer Memories

Beyond Philosophy

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. However, these are big ideas about memory, and the purpose of my newsletter today is not to wax philosophical about how incredible and impactful memories are.

2020 86

6 Most Common RFP Mistakes for Customer Success Software

ChurnZero

Writing anything from scratch can be intimidating, much less a request for proposal (RFP). It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Even with pre-purchase research, you simply don’t know what you don’t know when it comes to determining must-have criteria.

2020 43

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.

7 Tips for Effectively Managing a Remote Customer Service Team in 2020

Ecrion

Research has shown that remote customer service employees demonstrate increased levels of productivity. A study published in the Quarterly Journal of Economics revealed that participants were able to handle 13% more requests per day when working remotely. Aside from increasing productivity, remote working also lowers overheads. However, these gains don’t mean much if your remote customer service team is not managed effectively.

2020 43

How Positive Customer Reviews Can Help Grow Your Business

CSM Magazine

At the time of writing this article Reassured’s Google My Business listing had generated an impressive 2,011 customer reviews with an average rating of 5-stars. No mean feat in this day and age, when a negative online opinion is never far away. But why is this such a good thing for Reassured, now the UK’s largest life insurance broker? SEO manager Ben Bendall explains how and why they have harnessed Google reviews to grow their brokerage business and enhance their digital presence.

Customer Feedback Management & Brand Reputation

Customercount

Your brand reputation is more important now than ever before. And in today’s fast-paced, always-on and immediate digital world, are you prepared to be ready or to react when the reputation need arises? The post Customer Feedback Management & Brand Reputation appeared first on CustomerCount. Customer Feedback Management CustomerCount Reputation Management brand reputation customer feedback management reputation management reputation marketing text analytics

3 Examples of How to Talk the Language of Your Customer

Ann Michaels and Associates

When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them. The paid close attention to their customer’s voice and it has paid off for them in a big way.

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.

How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.

2020 146

9 Ways to Improve Employee Loyalty and Engagement

SurveySparrow

All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term. Retaining your top employees is critical for a number of reasons. For one, your loyal, engaged, long-time employees are also likely to be the most talented.

2020 55

How Machines Impact Experience Design

GetFeedback

Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

2020 200

Audience Q&A: 5 Questions for Yamini Rangan, Chief Customer Officer of HubSpot

Customer Bliss

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work.

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!

How Virgin Money UK Listens & Responds to Changing Customer Needs

Vision Critical

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks. Customers expect them to do things differently and by listening closely to customers and adapting quickly, they’re able to stay one step ahead of their competition. Customer Experience

7 Expert Customer Service Tips during the Coronavirus (COVID-19) Crisis

ProProfs Chat

The COVID-19 pandemic has pushed businesses to dodge bullets and the global economy is in dire straits. While the number of positive cases increases, the negative scenarios keep piling up. . Charles Darwin’s famous quote on species evolution stands true for today’s volatile business world- “ It is not the strongest or the most intelligent who will survive but those who can best manage change. ” . Business adaptation is the key.

2020 86

Improve Your Voice of the Customer Program: Focus on These 3 Things

Experience Investigators by 360Connext

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” ” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” ” My client proudly pointed to the dashboard. I squinted, trying to find the word “customer.”

2020 120

You May Not Know It, But You’re in the Subscription Business

ShepHyken

I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning? What if renewal simply meant that the customer comes back—again and again? While repeat business may not be as steady as a subscription renewal, it can still be tracked in a similar way. A business with a true subscription model can predict renewals.

2020 96

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.