Steve DiGioia
FEBRUARY 15, 2021
The Mandalorian. The blockbuster hit on the Disney Channel. A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.
Heart of the Customer
FEBRUARY 18, 2021
Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. So what can it do? Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. It changes and evolves as […]. The post What Is a Living Journey Map? appeared first on Heart of the Customer.
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CSM Magazine
FEBRUARY 16, 2021
Building a loyal customer base is essential to growing and maintaining a successful business. Loyal customers will always choose your brand over any others. They will do this based on their experience of your products, customer service and the unique qualities that set your business apart. The Buyer Journey. The route a prospective buyer takes from addressing a problem to finding the solution is known as the buyer journey.
GetFeedback
FEBRUARY 19, 2021
The ultimate guide for using VoC surveys to improve the customer experience.
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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.
ShepHyken
FEBRUARY 17, 2021
Not long ago I wrote about how small improvements can make a big difference. Even just a 1% improvement can make an impact. And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. You’ll find ways to save money, make money, develop better ways of doing business and much more.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
FEBRUARY 13, 2021
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.
TechSee
FEBRUARY 16, 2021
In the last few years, companies have been investing in their field service function as a way to differentiate and personalize their services and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with ServicePower reporting that 2020 field service trends resulted in field service organizations increasing investment in service workers by 72% to meet the rising demand.
ShepHyken
FEBRUARY 19, 2021
This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart.
GetFeedback
FEBRUARY 15, 2021
Follow these steps to provide an excellent customer service experience.
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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
Beyond Philosophy
FEBRUARY 18, 2021
I’ve changed many habits during the pandemic, from how I have business meetings to how I grocery shop. I am not the only one; people have changed so many routines. Today, we will talk about what we can learn from the pandemic and discuss the five rules for changing your customer habits. We discussed habits on a recent podcast. Many years ago, I read The Power of Habit by Charles Duhigg, and I have been fascinated by habits ever since.
Lumoa
FEBRUARY 15, 2021
Customer experience integrations help you to automate your customer experience. The logic of this type of integration is the same as any other type of integration you can do with other tools. For example, you probably have integrated your CRM with your helpdesk already to get a better view of your customers so you can be even more efficient when solving their issues.
Kustomer
FEBRUARY 18, 2021
Great customer experiences depend on great agent experiences. Giving agents the right tools and knowledge is critical to empowering agents and facilitating customer-centric, empathetic support. And as studies have shown, good customer experiences have a direct impact on topline revenue, driving retention, loyalty, and word-of-mouth marketing. However, according to Forrester, agents on average spend 35% of their time searching for information, and another 15% performing repetitive, manual tasks.
GetFeedback
FEBRUARY 15, 2021
Follow these steps to provide an excellent customer service experience.
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.
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The DiJulius Group
FEBRUARY 17, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story It is easy to have excellent customer service when everything is humming along. Which typically happens during your slowest times. Perfect world circumstances are rare and the exception. You can count on human error, call-offs, customers being late, technology breakdowns, Read Full Article.
Beyond Philosophy
FEBRUARY 15, 2021
Behavioral Science is a growing field in business. It applies to everything and everything we do. We hosted two interesting guests on a recent podcast that might have one of the most important new business jobs today. Today, we will take a closer look at what they do and what they wish everyone understood about behavioral economics in business today.
SaleMove
FEBRUARY 16, 2021
Today we have the honor of recognizing Glia’s partnership with Infosys, a global leader of next-generation digital solutions, advisory, and consulting services, to extend Digital Customer Service to Infosys’ business clients across the globe. Together, we are poised to optimize call center operations and improve the customer experience for businesses seeking to realize the benefits of a digital-first approach. .
delighted
FEBRUARY 15, 2021
When you start setting up a customer experience program, one of the first things you’ll consider is how many customer surveys to send out. This handy guide by Sean Mancillas, the head of our Customer Concierge Team, navigates you through statistics concepts like survey sample size and margin of error, equipping you to ballpark the survey and response volumes you’ll need for a best practice CX program.
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
ShepHyken
FEBRUARY 16, 2021
Creating Customer Loyalty in a Digital World. How the Pandemic Transformed the E-Commerce Experience. Shep Hyken interviews Christy Augustine, Chief Operating Officer of Bloomreach. They discuss the digital commerce trends companies have been forced to adapt due to the pandemic and how those companies can succeed moving forward. Top Takeaways: Personalization has been and continues to be the big buzz word in the world of customer experience.
Inbenta
FEBRUARY 15, 2021
Even though there is no “real” benchmark for automated self-service solutions, we’re going to try to give you some indications of the kind of results you can realistically expect from such solutions. But first, what is customer self-service? Customer self-service is a solution or a set of solutions that enables web users to access information or even perform some simple tasks autonomously, without requiring the assistance of a customer service representative.
CSM Magazine
FEBRUARY 18, 2021
‘The customer is always right’ is a phrase that is constantly being preached by business experts. If you are an entrepreneur, or you run company, you surely have heard this phrase one time or the other. How true it is! After all, it’s the customer who is spending money with you, so it’s the customer who must be treated right. This is particularly true in the highly competitive home improvement industry.
Talkdesk
FEBRUARY 18, 2021
On National Drink Wine Day, we raise a glass to Talkdesk customer Vivino for achieving their highest customer satisfaction ever. One of the industries most impacted by the coronavirus pandemic has been e-commerce. For many online retailers, sales increased exponentially. With the uptick in sales came an influx of customer service inquiries, bringing about its own set of challenges.
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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,
One Millimeter Mindset
FEBRUARY 16, 2021
At the beginning of each day, ask yourself these two questions to create more value for colleagues and clients. First, how do you create value during each meeting and customer touchpoint: written, verbally, visually, and experientially? Second, how dependent are you on professional jargon to communicate your professional value to others? If you target creating more value across the organization, then “unlearn” professional communication habits.
BirdEye
FEBRUARY 19, 2021
“With so many alternatives for all businesses, you stand out with your emotional connections and experience. You need to elevate your game to ensure that each guest is not only satisfied, but is a raving fan and telling others about your business.” – Jim Mizes, Former CEO, Blaze Pizza. COVID-19 has permanently changed customer behavior. Being stuck at home months at home has made customers more comfortable with online orders and contactless technology.
ChurnZero
FEBRUARY 17, 2021
Technology Services Industry Association (TSIA) has a library of 751 business challenges, which represent specific issues about which members go to seek assistance, guidance, or direction on. Last year TSIA responded to over 3,000 inquiries from members. Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge.
Eptica
FEBRUARY 19, 2021
Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. Author: Pauline Ashenden - Demand Generation Manager Ensuring your agents are customer-focused and positive when talking to customers requires mental muscle memory, with automatically putting the customer first ingrained in everything you do.
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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.
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