Interactions

FEBRUARY 11, 2021

Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me. Greeting cards at the store read “You make me feel special,” “Thanks for always being there” and “Valentine, you just get me.” . When it comes to providing good customer experience, the same relationship qualities apply.

Brands 71

Brands Average Handle Time Technology Insurance 71

Cyara

FEBRUARY 11, 2021

Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations? Customer experience (CX) (.what did you think we were talking about?) is just that, an experience that the customer takes away from any interaction with your business.

Interaction 67

Interaction Brands Customer Experience NPS 67

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. In this guide, we’ll lay out a seven-step customer success strategy you can use to promote winning outcomes for your clients: Prioritize a culture of customer success.

Customer Retention 84

Customer Retention Customer Success Customer Journey Mapping Customer Journey 84

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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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

GetFeedback

FEBRUARY 10, 2021

From customer service to customer satisfaction and loyalty, here are 20 quotes to motivate you to deliver a great customer service experience.

Customer Service 195

Customer Service Customer Satisfaction Loyalty Customers 195

ShepHyken

FEBRUARY 10, 2021

You may or may not know that I’m a magician. Some of you may know that I’m also a musician. But today I want to talk about being a magician. Growing up throughout high school and college I performed at parties, corporate events and comedy clubs. That experience in show business gave me the stage chops to start my business as a professional speaker. I share this background to give you some context.

Magazine 124

Magazine Entertainment B2C Customer Service Training 124

Kerry Bodine

FEBRUARY 6, 2021

I’m a strong proponent of including a short description of the customer persona on each journey map. (Otherwise, how do you know whose journey is being represented?) That practice often brings up a question during client conversations: To what degree should our personas represent different races, genders, religions, sexual orientations, etc.? It’s Black History Month here in the United States, and that seems the perfect time to answer this question in a public forum.

Retail 102

Retail Customers Customer Base Customer Journey Mapping 102

BirdEye

FEBRUARY 12, 2021

We’re well into 2021 and while a new year brings lots of change, some things remain the same. After winning multiple awards in January, Birdeye continues to be the most-awarded and highest-rated reputation management software for businesses of any size. . G2 2021 Best Software Awards. G2’s Best Software Awards ranks the world’s best software companies and products based on authentic reviews from real users.

2021 98

2021 Net Promoter Score Innovation Demo 98

ChurnZero

FEBRUARY 9, 2021

. As we think ahead to how we want 2021 to go, you might be thinking about professional goals and ways to grow your skills over the next year. One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. What makes LinkedIn Learning so attractive is it is all on-demand to allow you to view courses anytime that works with your schedule, also when you complete a course you earn a certi

Customer Success 98

Customer Success Customer Journey Mapping Consulting 2021 98

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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

ShepHyken

FEBRUARY 12, 2021

This week we feature an article from Veronika Filipkova, a professional content editor and Chief Customer Officer at SupportYourApp. She shares different channels and strategies for creating the most convient customer support experience for your customers. According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer ser

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2021 Social Media Call Center Chief Customer Officer 109

Totango

FEBRUARY 8, 2021

Totango, Inc., the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. G2, the largest software marketplace and review platform, annually names its list of best software companies based on authentic, timely reviews from real users. “We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango.

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2021 Customer Journey Leadership Customer Success 95

One Millimeter Mindset

FEBRUARY 11, 2021

Are you busy delivering non-stop, one-way output to your team? If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Together. When you target a cross-functional team leadership trajectory, professional success leverages more than delivering presentations during meetings. As a result, acknowledging your comfort with your default delivery style becomes mission-critical to leading by example, cross-functionally.

Leadership 92

Leadership Innovation Presentation Consulting 92

Advantage Communications

FEBRUARY 11, 2021

Today’s most successful outsourced contact centers are using innovative technologies and state-of-the-art tools to deliver world-class customer experiences (CX) within their client’s customer service programs.

Contact Center 95

Contact Center Innovation Technology Customer Service 95

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

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of 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. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. (CMSWire) Valentine’s Day is approaching.

2021 94

2021 Article Customer Service B2B 94

ReviewTrackers

FEBRUARY 10, 2021

Corporate reputation management is a combination of strategies that are used to shape consumer perception of your brand. Today, consumers rely on current customers to tell them whether or not a business is worth their time and money. Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. .

Management 123

Management 2017 Social Media 2015 123

One Millimeter Mindset

FEBRUARY 9, 2021

Your choice to change professional places with another colleague can be your best opportunity for becoming more visible, relevant, and valuable. While your employer can provide training programs for you, some of these programs fall short of what you feel you need, professionally. However, no one said you cannot create a program for yourself, did they?

Innovation 90

Innovation Leadership Books Consulting 90

Team Support

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Magazine Webinar Leadership 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

ShepHyken

FEBRUARY 9, 2021

Welcome to the MEconomy. Creating the Most Convenient Experience in Customer Support. Shep Hyken interviews Gabe Larsen, VP of Marketing for Kustomer. They discuss the importance of creating a convenient CX and the impact an omnichannel platform has on the way businesses interact with their customers. Top Takeaways: The Me-conomy is about giving the customer what they want, when they want it, how they want it, with little to no effort.

Omnichannel 80

Omnichannel Advertising Communication Customer Service Strategies 80

Oracle

FEBRUARY 8, 2021

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

2021 116

2021 Books Consumers Financial 116

Zeisler Consulting

FEBRUARY 11, 2021

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training clients and facilitating workshops in Lean Six Sigma and Agile Project Management among other topics…mostly more transactional than the larger and more strategic work I do with clients these

Feedback 93

Feedback Workshop Consulting Definition 93

Talkdesk

FEBRUARY 10, 2021

Talkdesk for Salesforce can help financial institutions and healthcare providers relieve friction in the COVID-19 relief process. Two major—and positive—developments around the pandemic have jammed up customer service channels. Between the COVID-19 vaccination rollout and round two of the Paycheck Protection Program (PPP), call volumes have spiked for healthcare providers and financial institutions.

Healthcare 80

Healthcare Contact Center Financial 2020 80

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The DiJulius Group

FEBRUARY 10, 2021

5 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story HUMANIZING OUR FUTURE “In the digital revolution, excellent human interaction skills become a premium advantage.” Technological innovations and the rise of artificial intelligence (AI) have caused tremendous dislocations in today’s workplace. But the best customer service companies recognize the competitive opportunity.

Innovation 80

Innovation Article Customer Service Technology 80

Integrity Solutions

FEBRUARY 12, 2021

By Steve Schmidt. Most companies like to say they provide great customer service and deliver it with integrity, but what does that really mean? Does your team understand what your expectations as a leader are? Have you created a customer service strategy that defines those expectations? . As leaders, we hope and expect that our employees are acting with integrity and delivering exceptional service , whether they’re working with external or internal customers.

Customer Service Strategies 79

Customer Service Strategies Customer Service Document Customer Service Training 79

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. The response rates are usually qualified by a specific distribution channel or survey type: 33% as the average response rate for all survey channels, including in-person and digital ( SurveyAnyplace, 2018 ) >20% being a good survey response rate for NPS surveys ( Genroe,

NPS 78

NPS 2020 B2C B2B 78

Myra Golden

FEBRUARY 8, 2021

Guide customers to the next step, or bring down the temperature in interactions, and slash talk time by explaining three things: Here’s what we know Here’s what we’ve done Here’s what’s next. Was This Helpful? I’m asking you because my newsletter offers ideas like this all the time. If you’re not yet subscribed, sign up here.

Interaction 101

Interaction Customers Customer Experience Design Customer Experience 101

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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