August, 2020

The New Qualities for Customer Service Excellence

C3Centricity

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

2020 80

Personas, Interviews, Data & More: How to Know Your Customer

Experience Investigators by 360Connext

Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals.

2020 194

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5 Keys to Hiring Customer Service Frontline Reps During COVID-19

Customer Bliss

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. At Hiver, Niraj is responsible for defining the vision and strategy of the business. With over 1500 customers across 30 countries.

2020 152

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

2020 207

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!

Engaging owners through feedback tools

Customercount

View or download the presentation by Lisa Kobek from CustomerCount® on why resorts should be focusing on owner engagement with feedback tools at this difficult time for the hospitality sector. The post Engaging owners through feedback tools appeared first on CustomerCount.

More Trending

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

2020 229

How to Build Customer Trust: 4 CX Leaders Share

Experience Investigators by 360Connext

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences.

2020 207

Three Lessons From Leaders on Adapting During the Pandemic

Customer Bliss

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter.

2020 203

60 Customer Care RFP Questions for the Contact Center of 2020

BlueOcean

2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.”

2020 156

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!

Multiexperience: Where the customer journey and employee journey converge

TechSee

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. Companies have taken note.

2020 119

What's The Difference Between Digital Experience and Customer Experience?

GetFeedback

Simplifying CX YouTube series episode on the difference between digital experience and customer experience. Videos

2020 229

Cultivating Trust in Times of Change: An Interview with Jeanne Bliss & Erin Fenn

IntouchInsight

Highlights from a recent interview with Jeanne Bliss of Customer Bliss and Erin Fenn of Intouch Insight on listening to hear, humanity, and how to grow your customer experience practices to earn trust

2020 150

Use SMIRC Goals to Define Customer Experience Outcomes

Experience Investigators by 360Connext

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful.

2020 166

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.

4 Ways to Bring a Human Touch to Contact Center CX

Upstream Works

The difference between good and excellent contact center CX is providing customers with a human touch.

Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

BlueOcean

The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program.

2020 156

Customer Experience Indexes: Modern Thinking

ClearAction

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.

How The Financial Industry Should Use Digital Feedback to Boost Customer Loyalty

GetFeedback

This guide covers how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers. Guides

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 Avoid Roadblocks to Great Customer Service

ShepHyken

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? Is it people who aren’t properly trained or don’t have the right people skills?

2020 121

Want Greater CX Success? Build Your CX Success Statement

Experience Investigators by 360Connext

What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” ” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it?

2020 143

Contactless and effortless – service excellence in the new normal

TechSee

In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact.

2020 109

Rethinking the Outsourcer Selection Process in the New Normal

BlueOcean

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers.

2020 156

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 to Improve Customer Engagement

Lumoa

What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS

The Pandemic’s Impact on the State of Online Shopping Worldwide

GetFeedback

This report examines how COVID-19 has affected the ecommerce industry and the customer experience space. Reports

2020 204

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept.

2020 85

eNPS – Track and Grow your Employee Satisfaction

Retently

Loyal and engaged employees are essential for a company’s ability to not only sell a product or service, but also to create brand ambassadors that will promote it as a great place to work.

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.