Sat.Sep 04, 2021 - Fri.Sep 10, 2021

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Guest Post: Customer Experience: Expectation vs. Reality


This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.

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How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.


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Structuring your Customer Success team


We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. This week, it’s time to talk more about the people behind those metrics – it’s time to talk about team structure. Because your digital-led team might just look a little different from your “traditional” team.

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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance


When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.

Sales 191
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The Ultimate Guide to Monetizing Customer Learning

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.

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You’re Terminated: Three Reasons Customers Will Stop Doing Business with You


One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?

Books 163

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The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat

CSM Magazine

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly. A recent report on Customer experience (CX) shows as much as one-third of customers would consider switching companies after just one instance of bad customer service.

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Must-Have Customer Experience Management Skills for CX Professionals


Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings.

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Identifying Opportunities for Growth with Justin Robbins


Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Listen to the full podcast below to learn more about recognizing opportunities internally for customer success long-term.

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Top 10 trends shaping the future of Customer Success in 2021


Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.

2021 96
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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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9 Nuggets from TMSA’s Recent Strategic Interest Group Featuring CX University

CX University

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year. The organization’s July 29 Strategic Interest Group, moderated by Founder and CEO of CX University, Mohamed Latib, PhD featured a mix of insights from research findings and first-hand experiences from participants. A special thanks goes out to TMSA Corporate Member, Courtney Keenan at RLS Logistics for sharing CX trend data and insights in the B2B sector to support the discussion.

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Customer Experience ROI: A Framework for Measuring CX Success


Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth.

ROI 130
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The Importance of Data Quality for AI Success in Customer Service


If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do. A good way to approach answering this question is to consider the data you need to provide this artificially intelligent system in order for it to produce the promised result.

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Is It Time to Redefine Your Post Pandemic Professional Target?

One Millimeter Mindset

Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore. Are you an out of sync professional? Is what you are feeling necessarily a bad thing?

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The Open CCaaS Advantage Report

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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CX leader spotlight: Michael Bair, SVP of Customer Experience at FIGS


We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Can you tell us how you got started in customer experience? I was lucky enough to take a non-traditional path.

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055: The Weather Report Challenge

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service. You will learn: If your employees are not providing the same level of customer experience every single time, then you’re. Read Full Article.

Article 92
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The Rise of Self-Service: How Changing Consumer Demands Require New Options


Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.

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Better than NPS? Brand Alignment Score

Zeisler Consulting

I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem. I think, generally, that comes more from a place of complacency than downright lunacy. It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking.

NPS 81
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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

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

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3 Winning B2B Client Engagement Strategies


B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based

B2B 80
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Moving to the cloud – 5 tips for a winning strategy


Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

2021 106
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Knowledge management for the contact center: The secret behind successful digital CX transformation

eGain Blogs

The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved, or it only millimetered up (attempted humor that also reflects reality!). This is despite the fast and furious addition of digital capabilities such as new interaction channels and virtual assistance.

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Three Ways to Make Your Case

Heart of the Customer

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position. We need to prove this based on our own data: ‘These are the scores for the […]. The post Three Ways to Make Your Case appeared first on Heart of the Customer.

ROI 88
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11 Tips to Drive Learning Content Consumption

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,

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The Hidden Messages That Are Killing Your Culture Without You Knowing

Beyond Philosophy

If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings.

Culture 88
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How emotional intelligence can help you cope with Christmas


Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.

2021 104
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Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent


There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually in

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Top 10 Employee Experience Management Software of 2021


Want the business gods on your side? Then this guide is for you! Imagine this. . A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.