Blueshift
AUGUST 12, 2020
Your customer database is the foundation for the work that you do. Whether you’re building marketing campaigns, testing and improving the product experience, handling customer support tickets, or running predictive analytics queries, you’re likely leveraging customer attributes, insights, and engagement history when making decisions. Given the importance of customer data, therefore, you’d think that many […].
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty.
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Horizon CX
AUGUST 10, 2020
This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded. Wikipedia: Conversation is an interactive communication between two or more people.
GetFeedback
AUGUST 11, 2020
This guide covers how financial institutions can collect feedback to improve the digital experience and build long-lasting relationships with customers.
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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.
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
AUGUST 12, 2020
The ongoing quest to enhance customer experience has birthed a new buzzword: multiexperience (MX). This emerging trend has companies seeking to provide their customers with seamless, native experiences on any channel or device, via voice, video, or text. Gartner has placed MX among the top technology trends of 2020, predicting that by 2023 , more than 25% of large enterprises’ mobile apps, progressive web apps and conversational apps will be built or run through an MX development platform and th
GetFeedback
AUGUST 11, 2020
An overview of key strategies SaaS businesses can employ to improve and enhance their customer experience.
Beyond Philosophy
AUGUST 13, 2020
Do you know what annoys me? When I go into an organization, and they say their goal is to delight customers at every moment of contact. Honestly, it sounds exhausting, for both the team and your customers. After all, how much joy do you need to buy paper towels? Another area exists to channel all that enthusiasm instead. There is a significant connection between successful Customer Experiences and the amount of effort they require from customers.
ProProfs Chat
AUGUST 14, 2020
Imagine being in your customers’ shoes. You’ve landed on the website due to a certain search query and find the product you need. You add it to the cart and are ready to check out. But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. As you click on the sign up process, you realize that the form is quite a journey in itself.
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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
Zeisler Consulting
AUGUST 14, 2020
This is part two of a series of posts on the four components of a good CX system. I introduced the concept here and my first post, on CX strategic alignment, is here. Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying.
Ecrion
AUGUST 12, 2020
The success of your business relies on your customers. Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX? No matter the industry, customer satisfaction is deeply connected to greater employee satisfaction.
QuestionPro Audience
AUGUST 10, 2020
Market research has been around for long and has helped many industries grow by grabbing the right opportunities based solely on consumer feedback. Like everything else, consumer research, too, had advanced over the years, coming a long way from legacy survey distribution methods. Research methods like telephone surveys, in-person interviews, and Google ads are no longer as effective as they were a few years ago.
Retently
AUGUST 12, 2020
Loyal and engaged employees are essential for a company’s ability to not only sell a product or service, but also to create brand ambassadors that will promote it as a great place to work. If you want to grow your business, you need happy and proactive employees that will constantly go above and beyond, provide exceptional customer experience, make informed decisions, and come up with innovative ideas for your business’ development.
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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Zeisler Consulting
AUGUST 10, 2020
In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. I won’t go too far in depth into the four parts but rather provide an overview of how they work together with a brief explanation of what they are. Following, in a continuation of this series of articles, I’ll explain with more specificity how these work (and work together), as they each deserve their own writings.
Doing CX Right
AUGUST 12, 2020
Today is my milestone 25th wedding anniversary. Having come from divorced parents, it’s a big deal for me. I tell you this because there are many relationship lessons I’ve learned over the years and want to inspire you to enrich connections with your partner, friends, colleagues, and customers too. You may be wondering what does marriage have to do with business?
SaleMove
AUGUST 13, 2020
At this point, everyone has heard of Artificial Intelligence and it continues to grow in popularity across businesses, functionality and industries. By utilizing AI, businesses are able to significantly improve their online services as well as customer and agent experiences. Companies looking to improve customer service tend to use bots in one of two ways: first, are virtual assistants which offer automated, intelligent self-service to customers.
ShepHyken
AUGUST 14, 2020
This week we feature an article by Rakshit Hirapara , a content marketer at PeddleWeb. He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. However, it can be interpreted in several ways. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.
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
Beyond Philosophy
AUGUST 10, 2020
How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” I nod my head and smile, but secretly I think it sounds exhausting. Moreover, it is unnecessary in many parts of the experience. People many times do not want to be delighted; they want to be done already.
One Millimeter Mindset
AUGUST 11, 2020
Creating innovative solutions, instead of comfortable solutions, works best when you actually prioritize addressing unmet client needs. To tease out the story of what is truly behind each design specification. So you create robust – yet flexible and innovative – client-focused solutions. Consider whether your project outcomes end up being comfortable solutions, rather than innovative ones.
NetBase
AUGUST 10, 2020
Finding new customers during a pandemic is not for the faint of heart, just ask any CPG brand these past few months! But we have a market research primer to help brands sort out finding and engaging undiscovered segments. And cleaning products offer lots to learn from right now! So, how does the consumer and market intelligence landscape look for brands right now?
ShepHyken
AUGUST 12, 2020
What does it cost to be nice? Some would say, “Nothing.” When it comes to people interacting with people, that’s probably true. It’s a smile, a wave, a head nod or some other gesture. It’s a genuine “thank you” or another comment to share your appreciation for your customer. None of that has any cost associated with the idea of being nice. I’m in the process of writing a new book.
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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,
SurveySparrow
AUGUST 13, 2020
We already know emails are cheap, essential, and useful communication tool in our everyday life. 3.9 billion , which was the approximate number of email-users globally in 2019, and it will grow to 4.48 billion users around 2024. But, you might be wondering if email automation is a good option to upskill your marketing game or not. Then let me break this to you for every $1 spent email will give you a $44 ROI.
Advantage Communications
AUGUST 11, 2020
Cus tomer service is crucial for the success of your business. High-quality customer experiences that delight your customers turns potential leads into sales, and cultivates a loyal following that means you extract more value from existing customers through word-of-mouth marketing, testimonials and reviews that drive new revenue.
CSM Magazine
AUGUST 14, 2020
In today’s irregular world you need to make sure your customers are loyal to your brand. Anastasia Tatsenko, Head of Sales and Customer Success at NetHunt CRM explains. In the regular world, obtaining customer loyalty is an important goal for any business to achieve. But the world we are living in is far from regular. In this post-apocalyptic virus scenario, the tables have turned.
ShepHyken
AUGUST 10, 2020
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. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. (SmartBug) In this blog, we look at five customer retention strategies that you can implement to deliver more value to your customers and increase customer loyalty.
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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.
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