Beyond Philosophy

MARCH 31, 2020

Just over a decade ago, just as the world was coming out of the deepest recession since the Greatest Depression, we carried out significant research across the globe with the largest container shipping company in the world. We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran.

E Commerce 200

E Commerce Airlines Hospitality Travel 200

Lumoa

MARCH 31, 2020

Customer Insights 161

Customer Insights Insights Customers 161

Experience Investigators by 360Connext

MARCH 31, 2020

Another week, another glimpse into the uncertain. Many of us are working from home, managing remotely at the same time as managing our family’s needs and our own physical and emotional health. We will get through this. And right now your customers are looking to you for exactly how they can get through this, too. Your customer experience team is looking to you, also.

Customer Experience 162

Customer Experience Communication Definition Customers 162

ijgolding

APRIL 1, 2020

Customer Journey Mapping 116

Customer Journey Mapping Customer Journey Customers 116

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

Totango

MARCH 31, 2020

Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online. The way we meet face-to-face changed, and very quickly, we learned to do everything remotely. Now, you must focus on locking in your core business, your current customers.

NPS 77

NPS Loyalty Programs Metrics Customers 77

Michel Falcon Experience

APRIL 2, 2020

Many things can cause a team to be dismantled. Having not built the right team from the beginning can cause you to have to rebuild. Of course, things such as Covid-19 and a recession can cause this too. In this blog post, I will share the five steps to follow when it comes time to start rebuilding your team. Stay in Touch (overcommunicating is a good thing).

Events 158

Events Airlines Leadership Insurance 158

TechSee

MARCH 31, 2020

Ensuring business continuity and the safety of employees and customers is top of mind for companies delivering essential services across industries such as utilities, medical technology and telecommunications. These are lifelines for millions of people and in field service, COVID-19 represents a unique challenge. With so many people currently at home – whether on a voluntary or mandatory basis – customers are likely to experience more issues than usual and need far more support.

E-support 145

E-support Telecommunications Travel Contact Center 145

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that. What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.

2004 159

2004 Retail Brands Books 159

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home. No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity.

Call Center 95

Call Center Management Social Media Contact Center 95

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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

Retail

ProProfs Chat

APRIL 3, 2020

With the constantly increasing expectations of customers, providing 24/7 support is no more a choice. Instead, it has become a need of the hour, indispensable to survive the intense competition existing in the business ecosystem. Unlike a decade ago, when customers were willing to wait for brands to act on their requests, modern-day customers lack such patience.

Article 94

Article Customer Service Information Financial 94

Oracle

MARCH 30, 2020

According to cognitive psychologist Jerome Bruner and as reported by Forbes , information presented in a story is 22 times more memorable than facts alone. Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. At Oracle Modern CX 2019, we spoke with Julian Guthrie , award-winning journalist and New York Times Bestselling Author of The Billionaire and the Mechanic, about her tips for ef

Brands 99

Brands Social Media Travel Sports 99

Customercount

MARCH 31, 2020

CustomerCount has been included in the 2020 CIO Review listing of 20 companies at the forefront of providing Customer Experience Management Solutions. The post CustomerCount’s Platform recognized by CIO Review appeared first on CustomerCount.

2020 98

2020 Customer Experience Management Management Customer Experience 98

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Without face-to-face contact, it's hard to measure how everyone is doing and how everyone is feeling. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface.

Measurement 94

Measurement Engagement Touchpoint Connections 94

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.

Customer Insights

One Millimeter Mindset

MARCH 31, 2020

Virtual meetings create a tremendous opportunity for everyone to co-create virtual stories. Together. Stories which support one another and the clients we serve. What are your stories? What are your experiences? Consider that we now experience a continuous, epic story which is everyone’s common denominator: across job titles, pay grades, levels of education, generations and professional disciplines.

Books 86

Books Consulting Culture Innovation 86

Talkdesk

MARCH 30, 2020

Recent events connected to the coronavirus (COVID-19) pandemic have highlighted the importance of having tools in place to support rapid contingency plans and business agility. We realize companies are facing two simultaneous challenges — supporting employees’ safety and well-being while ensuring business continuity for customers. At Talkdesk®, we envision a modern contact center that empowers agents to engage with customers any time, anywhere, using any device.

Contact Center 90

Contact Center Events Connections Sales 90

ShepHyken

APRIL 1, 2020

Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old. When I say it was a cold morning, I mean it was record-breaking cold. I walked out to her car and asked if I could fill her tank with gas for her so she could stay in her warm car.

Customer Service 116

Customer Service Leadership Customer Focused Customer Service Training 116

Gainsight

MARCH 31, 2020

If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all going through. In these uncertain times, companies (rightly so!) are keeping close tabs on their expenses and cash. Based on research done by Gainsight as well as a few other companies with CEOs, CROs and CCOs, 65–80% of companies have frozen hiring for the next few months and 30–45% have frozen hiring and backfills

Customer Success 85

Customer Success E Commerce E-support NPS 85

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

Contact Center

Heart of the Customer

APRIL 2, 2020

Any wishful thinking that this crisis might blow over in a couple of weeks is pretty much shot. It now seems likely that we are facing a prolonged period of home-bound isolation, and, most tragically, the deaths of tens, if not hundreds, of thousands of Americans. March brought with it cataclysmic changes to the way we live, work, learn, shop, and interact, and most of us are still trying to acclimate to this new normal, which carries varying levels of stress, […].

Interaction 103

Interaction Employee Experience Customers Customer Engagement 103

Experience Matters

APRIL 1, 2020

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing. The post Experience Management In A Crisis: Shift From Trending To Sensing appeared first on Experience Matters.

Management 112

Management Customer Experience Customers 112

UJET

APRIL 1, 2020

The world has gone digital. From on-demand food delivery, e-commerce purchases, telehealth, and more, customers are looking for great digital experiences that not only mirror the experiences of speaking with someone face-to-face or visiting a brick and mortar location, but that goes above and beyond. The reality is, with many consumers now staying at home, digital support requests are increasing and the need to provide streamlined support that can not just resolve issues in a timely manner, but

E Commerce 100

E Commerce E-support Fashion Consumers 100

ShepHyken

MARCH 31, 2020

The Customer is Your Bottom Line. Creating Purpose for Your Employees and Your Business. Shep Hyken interviews Horst Schulze. They discuss his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise , and strategies for hiring the right team, building the right service vision and delivering an unparalleled customer experience.

Hotels 64

Hotels Customer Satisfaction Loyalty Leadership 64

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Measurement

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy.

Customer Service 71

Customer Service 2002 Customers Document 71

C Space

APRIL 3, 2020

The Crisis Playbook, Part 1: Business Tactics During, and After, COVID-19. How we work needs a radical rethink. To support our clients, we’re building a best practice playbook for businesses: how to navigate now and plan for what’s next. Tweet. Sam Rothkopf. Chief Development Officer. Looking at the business landscape today, we see three distinct types of business responses emerging.

Entertainment 75

Entertainment Communication Healthcare Presentation 75

ProProfs Chat

APRIL 3, 2020

Can you imagine the mindset of customers who are satisfied with a business? After a negative experience, certain emotions come to the forefront, which can be-Frustration, disappointment, and disrespect. The impact of these emotional outbursts is immediately seen on a brand’s sales and performance. Let us understand what does the word satisfaction implies for a brand?

Customer Satisfaction 69

Customer Satisfaction Social Media Feedback Brands 69

NICE inContact

APRIL 2, 2020

Aetna’s Bill Jetter, President of Medical Transition Services, shares his thoughts and experiences on vendor assessment and Aetna’s pursuit of exceptional customer service.

Contact Center 71

Contact Center Exceptional Customer Service Customer Service Call Center 71

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Customer Engagement