Sat.Apr 16, 2022 - Fri.Apr 22, 2022

11 Articles You Need to Read About Today’s Employee and EX Landscape

InMoment XI

In the midst of the fallout of a global pandemic and the Great Resignation, the employee experience (EX) is an incredibly hot topic. With such a complex EX landscape, what do brands need to do to retain their employees, inspire their commitment and advocacy, and attract new talent?

2022 396

3 Ways to Improve your Customer Experience with Warm Transfers

TechSee

“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal.

2022 174
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A NEW CUSTOMER EXPERIENCE METRIC WHICH SHOULD BE EVERY COMPANY’S PRIMARY FOCUS

The DiJulius Group

The companies that don’t invest in CX have leaders who don’t understand the financial impact it can have. A customer satisfaction survey (which can include a biased sample of survey responses) or a customer loyalty program will not provide enough insight into this key metric.

2022 99

Guest Post: The Intersection of Engagement and Productivity

Shep Hyken

This week, we feature an article by Luke Jamieson, Regional Director at Centrical , the next-gen employee engagement and performance platform. He writes about the importance of engagement and employee experience to an organization’s productivity to business success.

2022 91

How to Supercharge Your Customer Feedback Strategies with Messaging

When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.

3 CX Goals that Create Experience Improvement, Not Just More Data

InMoment XI

It’s a commonly held belief among many brands—and the customer experience (CX) vendors that partner with them—that all it takes to solve your business challenges and meet CX goals is to turn on as many listening posts as possible.

2022 372

More Trending

Customer Service Channel Planning Matters – Here’s Why

COPC

Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

2022 83

How to Deal with Customer Complaints: The Perfect Thing to Say

Shep Hyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .

2022 91

Enterprise CS 301: Measure Business Impact the Right Way

Gainsight

When it comes to travel, they say half the fun is getting there—though it usually depends on which airline you take! . Similarly, establishing customer success (CS) at the enterprise level can be quite an exhilarating journey, both challenging and rewarding.

2022 83

Get Help With Digital Accessibility: Tips For Selecting An Accessibility Partner

Forrester Digital Transformation

Over the last two years, digital accessibility quickly became a business priority. Forrester has seen a significant increase in inquiries related to accessibility, and more companies are hiring accessibility specialists — an encouraging signal that companies are making investments in this space.

2022 82

Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!

Planning an Effective Channel Strategy Matters: Here’s Why –

COPC

Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

2022 81

Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy

kommunicate

Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.”

2022 83

Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These?

Kate Nasser

Leaders, How well do your teams handle these keystone customer service moments? Customer experience w/ Kate Nasser, The People Skills Coach™. The post Key Customer Service Moments: Leaders, How Well Do Your Teams Handle These? appeared first on KateNasser.com.

2022 72

You’re Probably Greenwashing, But You Don’t Know It

Forrester Digital Transformation

Alongside the COP26 Conference, many businesses communicated their green pledge and how much they are acting to protect the environment. Expect more of this to happen this week, with Earth Day falling on Friday, April 22 — and get ready to see many brands accused of greenwashing.

2022 83

How to Make Every Survey a Top Customer Experience!

We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team

Totango

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

2022 82

Episode #15 – Why Employees Should Be Vulnerable at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with executive leadership coach, CEO and Dare to Lead facilitator Diane Lloyd on the importance of vulnerability and in bringing your full self to work.

2022 83

Alchemer Expands Best-in-Class Security Controls with AI-driven Anti-phishing Protections

SurveyGizmo

Alchemer’s commitment to data privacy and security incorporates multiple layers of internal and third-party technologies, features, and controls.

2022 79

Sales Leaders Can Improve Sales Productivity By Focusing On Four Wellness Steps

Forrester Digital Transformation

Sales leaders want to continuously improve sales productivity. What many may not realize is that high seller engagement and wellness directly correlate with higher productivity.

2022 76

Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!

B2B CX Strategy Trends That Should Be On Your Radar

Heart of the Customer

Managing a B2B experience isn’t more or less difficult than managing a B2C experience. It’s just different…and more complex. The need to understand multiple levels of your clients drives that complexity and is critical to a successful B2B CX strategy.

2022 78

5 Top Customer Service Articles of the Week 4-18-2022

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. Tracking Customer Experience?

2022 60

Idea Velocity Moving Faster Than Clients Process Proposed Solutions?

One Millimeter Mindset

Does your idea velocity move faster than clients are able to process what you have to say? Clients need mental breathing room, especially when dealing with complex problems. Consider that moving forward, there really are no simple issues.

2022 87

Technology Is Not Neutral

Forrester Digital Transformation

Responsible and ethical tech practices start with the premise that technology is not neutral—and that represents a significant shift in thinking in the tech industry.

2022 77

How to Design Your VOC Program for CX Success

What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!

Is Review Gating Allowed on Google?

ReviewTrackers

In case you missed it, Google recently updated its review policy and added the following requirements: Don’t discourage or prohibit negative reviews or selectively solicit positive reviews from customers. What exactly does this mean for businesses?

2022 108

Apr 21 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: Pleasant Grove, UT, US (Hybrid) Organization: Whistic As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization.

2022 83

Voice-of-Customer Research: Understanding the Facility Managers

Uplight

Uplight has conducted hundreds of focus groups, listening sessions, and surveys with business customers from small, medium, and large accounts. We use this research to better understand the customer experience of non-residential energy consumers.

2022 56

Can we just ask this too……? Why you must resist the urge to lengthen your surveys.

customer sure

We’ve all been there. Invited to respond to a survey and you decide to take part. You are filled with optimism that it’ll be a quick and straightforward experience. But then, oh no , you realise it’s a never ending nightmare, question after question, page after page.

2022 62

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.