GetFeedback

DECEMBER 26, 2019

A good customer thank you email can go a long way in creating a great customer experience and brand perception. Use these 5 tips to craft the perfect note.

Customers 221

Customers Brands Customer Experience Article 221

CloudCherry

DECEMBER 23, 2019

Understanding Customers…. Love it or hate it, it’s the key to driving great CX. And, this week on ‘The Sweets of CX ’, I dove in to my first episode as a solo host, and was honored to interview a friend and colleague who’s ALL about his customers, Mike Miller – Director of Customer Success at CloudCherry (now Cisco). In truth, there’s no guest I’d rather have started out with, as Mike has an incredibly kind and calm presence that- no doubt- is part of the secret to his success with Custome

CEM 195

CEM Customer Success Return on Investment Customer Relationship Management 195

TechSee

DECEMBER 22, 2019

The contact center agent’s job is getting harder. The ongoing shift to self-service has brought about many positive changes to the customer service field. Call volumes in many contact centers are down along with the cost to serve. Fewer customers now require assistance from live agents to pay bills or carry out other simple tasks. However, that means successful call center agents must now deal with a far greater proportion of complex issues.

Call Center 124

Call Center Contact Center Culture Average Handle Time 124

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. The best way I can describe ‘customer service’ is by using the word transaction. ‘Service’ is what we do, it is a product or the transaction to receive the product. According to dictionary.com an experience is; “a particular instance of personally encountering or undergoing something: or the observing, encountering, or undergoing of things generally

Blog 134

Blog Article Connections 2020 134

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Customers

Beyond Philosophy

DECEMBER 27, 2019

The Biggest Thing We Learned in 2019. If there is one thing we have learned in 2019, it is that customers give us a lot to think about regarding their behavior. How they behave and why are fascinating topics and one that has much influence on our Customer Experience outcomes. As we embark on a new year and a new decade, it is an excellent time to reflect on what we have learned and what made the most significant impact on us regarding customer retention and loyalty.

2019 131

2019 Loyalty Customer Retention Consulting 131

ReviewTrackers

DECEMBER 23, 2019

If you’re trying to build your company’s online reputation, it can be tempting to take shortcuts and try to find a quick fix. This is particularly true for businesses with not-so-positive reviews and one-star ratings. After all, a stream of fresh positive reviews can quickly bury negative feedback and clear out blemishes in search results, right? This explains why there’s an increasing market for businesses looking to “buy Google reviews”: fake reviews, that is, posted under a random name and Go

Feedback 121

Feedback Download Consumers Customer Experience 121

ShepHyken

DECEMBER 25, 2019

If you’re reading this article the day it comes out, it’s Christmas Day. Whether you celebrate Christmas, Hanukkah, Kwanzaa or any other holiday around this time, you know that the holidays often bring a frantic level of busyness and even stress. Depending on where you work or the industry you’re in, some of you get crazy busy during the holidays while others actually slow down.

Retail 115

Retail Customer Service Training Information Customer Expectations 115

Experience Matters

DECEMBER 23, 2019

The XM Institute has published new research that examines the impact that customer experience has on the loyalty of U.S. consumers across 20 industries. You can download these reports for free: The ROI of Customer Experience. This research examines the correlation between customer experience and the likelihood of consumers to exhibit the following behaviors: purchase more products or services, recommend a company, forgive a company, trust a company, or try a company’s new product or service.

ROI 110

ROI 2019 Download Consumers 110

ProProfs Chat

DECEMBER 22, 2019

“Instead of focusing on the competition, focus on the customer,” Scott Cook. With the ever-changing scenario of business globalization, companies are thriving hard to retain their brand’s loyalty by creating cutting-edge product sales strategies. There was a time when offering a good product at a reasonable price was enough for a company to stand out from competitors.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

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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

SurveySparrow

DECEMBER 26, 2019

Emails from businesses aren’t necessarily something that the average customer looks forward to because they are usually automated, lacks charm and is unapologetically formal. If you are a business, would you like to be counted as one of these companies? What’s the solution to not sound detached and uninterested in your customer? Sending personalized messages to each customer?

Customer Service 94

Customer Service Net Promoter Score Social Media Feedback 94

ShepHyken

DECEMBER 24, 2019

Strengthen Your Company’s Core. Hold Yourself Accountable for Creating a Consistently Amazing Customer Experience. Shep Hyken interviews Katie Mares. They discuss her C.O.R.E. Methodology and how it can improve the customer experience in addition to gender inequality in the customer service world. Top Takeaways: In order for your organization to succeed, it must have a strong, solid core.

Leadership 105

Leadership Consumers Customer Service Measurement 105

PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. In this blog post, we are focusing on the internal help you will need. The Information Technology (IT) Department. Let’s begin with the information technology (IT) department. IT should be your best friend in making your VoC program happen— as long as you keep an eye on the costs.

CEM 82

CEM 2001 Telecommunications Customer Experience Professionals 82

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Without a doubt, it would be struggling to find a solution to their problems. . Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . So what can you do to provide a smooth and delightful experience to customers throughout their journey?

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

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

SurveySparrow

DECEMBER 23, 2019

If you care about your customers, then customer feedback helps you understand their likes, dislikes, their opinion about your product, and so on. If you care about your employees, then it is imperative that you conduct employee feedback surveys as well. Without happy employees, it is impossible for you to produce impressive results every quarter. They are the backbone of your business and you should treat them as such.

Feedback 78

Feedback Sales Loyalty NPS 78

ShepHyken

DECEMBER 23, 2019

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. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. (SmarterCX) We asked CX professionals for their biggest gripes and pet peeves when it comes to service, and here are 10 they listed as most likely to make customers cringe

Article 100

Article 2019 Customer Service E Commerce 100

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019.

Article 97

Article 2020 Roadmap Metrics 97

ProProfs Chat

DECEMBER 26, 2019

We’ve all heard way too many times that happy customers are the cornerstones of a successful business. But what exactly does a happy customer mean to your brand? And what do you even mean by a happy customer ? Apparently, even though all serious businesses want to have their customer satisfaction at the highest level, not all of them measure customer experience in the same way. .

Measurement 90

Measurement Customer Experience Net Promoter Score Metrics 90

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

Solvvy

DECEMBER 23, 2019

As we approach the beginning of a new decade (how did that happen so fast?), it’s an opportune time to reflect back on all the good things that happened to us in 2019. And a recent accomplishment stands out in what’s already been a fantastic year for Solvvy. Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row !

Technology 62

Technology 2019 2020 Definition 62

ChurnZero

DECEMBER 27, 2019

Author: Emily Nesterick. Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. For starters, Google released their Year in Search 2019 findings with our favorite fictional babies, Baby Yoda and Baby Shark, topping the “Babies” search categor y, ahead of the real-life Royal Baby who took the numb er three spot.

2019 64

2019 Blog E-support Chief Customer Officer 64

Oracle

DECEMBER 24, 2019

This 2019 holiday shopping season, brands are tapping into the power of emotion to connect with customers and build customer loyalty. Rather than focus advertising strategy on their products, or specific unique selling propositions like price, promotions, or customer experience, it’s emotion that is the force behind many of the world’s leading brands’ holiday marketing drive.

Loyalty 55

Loyalty Brands 2019 Advertising 55

ProProfs Chat

DECEMBER 25, 2019

Often, we use the term “help desk” to refer to all kinds of customer assistance services, including technical issues as well. In fact, in everyday life, people throw around the words “help desk” and “technical support” almost interchangeably. However, did you know that there’s a sharp line of difference between the help desk and technical support ? Help Desk vs.

Customer Satisfaction 64

Customer Satisfaction Communication Omnichannel Customer Centricity 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

Optimove

DECEMBER 26, 2019

“Always on.” Digitally enabled.” “Diverse.” “Expect personal interactions and treatment.” “Trust Word-of-Mouth over brands.” “Prefer buying from cool companies.” “Convenience as the new loyalty.” “Driven by technology and on-demand culture.” These quotes – either from general business/finance sources such as Forbes, Kellogg, and Deloitte, or from more niche blogs such as Visual Capitalist, Equities, Smarter

Consumers 52

Consumers 2019 Loyalty Touchpoint 52

Kustomer

DECEMBER 26, 2019

It’s undeniable that customer experience is only becoming more central to business success. But being thought of as an “icon” in the customer service space is challenging. A surefire way to succeed? Prepare for the future now. According to a CCW Digital survey of contact center professionals, the future of customer service is already within grasp. Read on to learn what pros in the industry think, and how to prepare for the future.

Contact Center 52

Contact Center 2025 Omnichannel Download 52

Pink Guava

DECEMBER 22, 2019

Rock your 2020 with Customer Experience Management Strategy [3 Step Plan] We are sure many of you are wondering, how 2020 is going to be any different than 2019 when it comes to managing our business. We agree! There is no drastic change in the dynamics of our working environment that we anticipate soon! What we can't deny is the fact that all of us while cheering for the New Year spend some time introspecting and promising ourselves a better life, both personally and professionally.

Customer Experience Management 52

Customer Experience Management 2020 Customer Experience Management 52

NetBase

DECEMBER 27, 2019

Brands spend lots of time and money creating logos – and for good reason. They’re a powerful touch point that can keep a company top-of-mind with consumers. It’s part of the reason why tracking logos online is essential. It helps businesses monitor for brand health; see just how effective their imagery is ‘in the wild’; and, super importantly – capture copious amounts of competitor and consumer experience insight to inform strategy!

Brands 67

Brands Competitive Advantage Social Media Consumers 67

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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