Sat.Jun 23, 2018 - Fri.Jun 29, 2018

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Secrets to Incredible Customer Service with Paul R. Jones

BlueOcean

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization.

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How the Perception of Productivity Affects our Engagement at Work

InMoment XI

Weekends in my household are often consumed by time well spent with my wife and two young children, who enjoy everything from hide & seek and board games with crazy rules, to baseball and bike riding. While I love these activities and the family memories they create, I too enjoy weekend time spent alone on. View Article.

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Vanderbilt Children's Hospital, Masters of CX Design

CX Accelerator

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. People with unimaginable pain enter these doors every day, and yet most will exit with new hope and authentic smiles.

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In the Competitive Airline Industry, Best Practices in CX can be Transformational

Customer Bliss

Let’s face it: the airline industry is tough. It’s competitive and increasingly consolidated. (Do you remember how many airlines there were when you were a kid?) The number of domestic and international passengers rises every year—as do both costs and revenues. To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Getting Customers To Buy From You Habitually

Beyond Philosophy

We all have habits. Some of them aren’t very good habits, either. But we have them, nonetheless. Many of them form without our awareness. We have habits as customers, too, and habits are powerful things, especially for Customer Experiences. We discussed this problem on our recent podcast, and defined habits as any time your mind prepares you to respond in a certain way based on environmental cues or stimulant.

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5 Top Customer Service Articles for the Week of June 25, 2018

ShepHyken

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. Keys To Earning Sustained Loyalty From Your Employees by Charle Brown. (Chief Executive) Having strengthened millions of relationships for brands and causes worldwide, we’ve identified five critical steps to achieve the sustained loyalty your business needs.

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CXO Transforms Parkland Hospital Customer Experience Through Employee Experience

Customer Bliss

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. After a personal encounter spending a few days each month in a hospital for two years, Vishal realized he wanted to serve in healthcare.

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How to Choose the Best NPS Software for Your Business [2018 Update]

Retently

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. In order to choose the best NPS software that properly fits your business, it’s essential to first become familiar with what most NPS tools have to offer. From automating various tasks to integrating with other systems, find out below what you should pay attention to when deciding on the appropriate customer satisfaction survey software for your

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8 Interview Questions to Help You Hire for Emotional Intelligence In Customer Service Roles

Myra Golden

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers. To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those peop

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The 2023 Verint Experience Index: Retail

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

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The leading retailer in omnichannel experience: Sephora

Customer Guru

What is an omnichannel experience? Omnichannel experience is not just a buzzword. Rather, it is a necessity for retail marketing today. Omnichannel experience is a revolutionary multichannel approach for marketing, selling, and serving customers in order to provide a cohesive customer experience. Its purpose is to create a harmonious and seamless customer experience across all touchpoints or channels – whether customers are shopping online from a desktop or mobile device, by telephone, or

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Guest Blog: Struggling with Bad Customer Service? Top 4 Factors Your Business Needs to Investigate

ShepHyken

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. – Bill Gates. There is no denying that loyal customers are the bread and butter of an organization. Retaining current customer satisfaction while securing more is fundamental to the growth of a business.

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The Employee Engagement Virtuous Cycle (Video)

Experience Matters

Why should you care about Employee Engagement? Because it fuels a virtuous cycle that drive customer experience and business success. Take a look… Video Script: Did you know that engaged employees are really, really valuable? Temkin Group’s research shows that when employees are highly engaged, they are much more likely to behave in ways that help your organization: They stay late at work if something needs to be done They help other people Do good things for the company, even when it’s no

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No Joke! The Role of Humor in Customer Experience

Michelli Experience

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids ). I became a student on the topic because I wanted my children to learn how to constructively use humor to take themselves and the world around them less seriously.

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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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6 Things That Will Help Your Ecommerce Website Reach Relevant Traffic

Joe Rawlinson

For ecommerce websites, the essential thing is to attract as much relevant traffic as possible. Of course, you need to have a well-designed website, offer quality products, add various incentives, discounts, content, etc. but all of these things are easy compared to driving quality traffic. On top of that, all of these things won’t matter if there are no interested people visiting your site and seeing what products and discounts you are offering.

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Three C’s of Customer Service Success

ShepHyken

There is an old saying in the real-estate industry: The three keys to success are location, location and location. I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Of course, there is much more to delivering an amazing customer experience, but if there is something that is a non-negotiable to creating customer loyalty, it is a consistent and predictable experience – one that custo

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9 Actionable SMS Templates for Requesting Online Reviews

ReviewTrackers

This article was written by Anastasia Sviridenko. She is responsible for crafting and marketing content over at TextMagic. When she’s not working, you can find her going for a run or catching up on the latest sci-fi series. According to a study by Dimensional Research, 90 percent of the customers say that online reviews influence their buying decisions.

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SUPER AGENT – Saving Customer Service with Augmented Reality

TechSee

“And I shall shed my light over dark evil, for the dark things cannot stand the light… the light of… The Green Lantern!” Just as DC Comic hero The Green Lantern fought common criminals in New York City with the aid of his magic ring and the light it produced, modern superheroes can stimulate a more creative approach to problem solving by helping a business “see the light.

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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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The Future Shines Bright for Sunrun with Increased Contact Center Conversion Rates

NICE inContact

The largest residential solar company in the U.S., Sunrun, is on the leading edge of the clean power revolution. But until recently, its contact center was stuck in another era. With the move to NICE inContact CXone, however, the company is well on its way to its mission to create a planet run by the sun. As part of a fast-growing company in a hot market, its contact center is a hard-working one.

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Amazing Business Radio: Doug Bell

ShepHyken

Everybody Deserves a Voice. How does participation create a customer experience culture? Shep Hyken sits down with Doug Bell, a customer experience consultant and founder and CEO of The Experience Manager , to discuss the benefits of creating a customer experience movement. ? ?. Top Takeaways: A company customer experience movement starts by giving everyone in the company a way to communicate with leadership.

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What Your Luxury Retail Brand Can Gain From Mystery Shopping

Second to None

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

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The Beginner?s Guide to Improving Your Local Search Ranking on Google

ReviewTrackers

Whether you’re managing a small- or medium-sized business or running an enterprise-level organization with hundreds of business locations, you can’t deny the importance of your local search ranking on Google. According to the Local Search Report by ReviewTrackers: . More than a third (35 percent) of searches have local intent. 53 percent of searchers typically visit a business within 48 hours of search.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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How to define a highly engaged SaaS user

InnerTrends

Without any further ado, a highly engaged user is defined as someone who regularly receives value from your product. There are 2 main elements to this definition that are worth exploring: the value users find in your product, and. the frequency with which they use it. A. The value refers to the actions performed by the users (inside or outside the app) which deliver what you promised them.

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What does CX actually mean?

Eptica

Date: Wednesday, June 27, 2018 Author: Olivier Njamfa - CEO & Co-Founder What does CX actually mean? Published on: June 27, 2018. Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? The opening keynote at the recent Gartner Customer Experience & Technologies Summit began with a list of some of the things that Customer Experience Managemen

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Head of Marketing, How Can You Keep Your Job When Most CMOs Are Losing Theirs?

C3Centricity

What does a Head of Marketing (CMO) do in their average four-year tenure to ensure that they keep their job for longer? Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? And even more shocking is the fact that in the consumer goods industry it is even lower at just 3.6 years!

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6 Customer Experience Lessons I've Learned as an Experienced CCO

Answer Dash

Here are 6 most important customer service lessons I've learned during my career as a CCO in numerous enterprise ventures. You will find these lessons amazingly helpful if you are also a major in customer service industry. Let's begin! 1 - IT’S NORMAL TO FEEL ANXIOUS! Leading a customer experience transformation is a lot of work! And let me tell you, from the heart, that the paranoia and anxiety you’re feeling is very normal.

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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.