Sat.Oct 03, 2020 - Fri.Oct 09, 2020

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Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?

ShepHyken

This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. Especially since the first half of this year has been crucial in determining the shift in consumer behavior, needs and expectations.

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5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score

TechSee

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency. This focus on customer satisfaction has led companies to shift their measures of success as well. 91% of companies surveyed stated that NPS or another alternative CSAT KPI was

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4 Ways To Avoid a Disjointed Customer Journey

Interactions

Think back to a bad customer experience that you’ve had. We all have a story (or multiple). Some involve a rude agent who couldn’t locate the correct information. Others are a wild goose chase about trying to get a refund. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey.

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

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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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6 Simple Tips For Customer Service Emails With A Personal Touch

Win the Customer

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

More Trending

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Banking: 5 keys to supercharging your digital strategy

Talkdesk

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

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Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

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Why Colleagues & Clients do not Trust Shifting Story Narratives

One Millimeter Mindset

When you use shifting story narratives to persuade, justify or invite people to join your story, the effect is just the opposite. Instead of saying yes, they can become skeptical: of you, your solution and even your organization. Why? Because people do not intellectually or emotionally co-invest in stories that shape-shift. And considering that, overall, trust is at a premium these days, what stories are you telling?

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Customer Disservice

ShepHyken

One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. He was waiting for the package, which contained medicine that was temperature-sensitive. Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice.

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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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Digitization vs. Digitalization: What’s the Difference?

Ecrion

What is Digitization? | What is Digitalization? | How They Can Transform Businesses |. By using the Internet, entrepreneurs are able to accomplish nearly any task that they pursue. This is especially true when it comes to the overall productivity of their business. But, not everyone understands everything they should about digitization vs. digitalization.

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Brand Empathy Alleviates Social Isolation: 4 Ways to Make Customers Feel Less Lonely

Hallmark Business Connections

It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course. Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world.

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Let’s Ignite a Customer Service Celebration!

Team Support

As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !

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COVID-Induced FOMO in Young Investors

Chadwick Martin Bailey

By most measures 2020 has been a sharp stick in the eye. But Millennials and Gen Zers have had it especially rough– in fact, they’ve experienced economic, environmental, and political upheaval for most of their lives. Many have never known a time when the United States was not at war with someone. They arrived to the party with a certain baseline of anxiety and fear shaped by the world and personal events throughout their formative years.

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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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Why Composite Business Stories do not Resound with Clients

One Millimeter Mindset

It’s time to scrutinize whether you rely on composite business stories to catalyze clients to take action. Storytelling is useful in moving clients forward in decision-making about your programs, products and services. However, so-so business stories often receive neutral responses from clients. And when that happens, they take no action to move forward at all.

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Culture Is the Cart, Change Is the Horse

Heart of the Customer

There’s no doubt about it – culture change is sexy. So sexy, that it’s where most customer experience programs focus. But starting with culture is putting the cart before the horse. And we all know you’re not going to get anywhere that way. In this final post in my CX-focused series on applying John Kotter’s 8 Steps […]. The post Culture Is the Cart, Change Is the Horse appeared first on Heart of the Customer.

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Cost-benefit analysis of moving to the cloud

Talkdesk

The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. As the dust settles and planning begins for the next fiscal year, the focus is now on how businesses can remain cost-efficient in these very uncertain times.

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4 Simple to Recognize Customer Service Team Accomplishments

Win the Customer

Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.

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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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An Abbreviated Guide to Customer Satisfaction Surveys (NPS®, CSAT, CES)

ChurnZero

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. So, as your research primer and to help you get up to speed, we created an abbreviated guide that covers three of the most popular survey types: NPS®, CSAT, and CES. We stick to the basics and use bulleted lists (the exception being this introduction) with the goal of making this guide as useful and condensed as possible.

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People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership

Kate Nasser

National Customer Service Week: Power up people skills civility & empathy for excellence. Kate Nasser The People Skills Coach™, Author, Leading Morale. The post People Skills Civility & Empathy – Power Up This Duo | #CustServ #Leadership appeared first on KateNasser.com.

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How to Improve Customer Retention—Even During a Pandemic

Totango

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow? The answer is you must be flexible, proactive, and prepared to learn within a changing environment.

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Today, SurveyGizmo Transforms to Alchemer

SurveyGizmo

By David Roberts, CEO of Alchemer. Today SurveyGizmo transforms to Alchemer. We have considered changing our name for years as our customers have expanded well beyond surveys. They also count on us in ways that go way beyond what “gizmo” implies. “Alchemer” reflects the commitment we have to our customers and matches their expectations of us. Growing b eyond “Survey Gizmo ”.

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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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Why Measure Net Promoter Score (NPS)?

Zonka Feedback

83% of online respondents say they trust the recommendations of friends and family. This figure itself speaks volumes about the significance of the Net Promoter Score (NPS). Measuring the NPS helps you to improve your business and ensure a level ahead of customer experience & satisfaction.

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Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT

Kate Nasser

Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.

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Preparing Your Team for an Uncertain Future

ChurnZero

This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . 2020 has been, to be polite, an interesting year. Sadly, between the COVID-19 pandemic, global economic instability, and political challenges, accurately planning for 2021 is tough. Yet, as CS leaders we still need to plan for the coming year. I’ve shared our checklist for 2021 planning , but there are some other tactics you can use to plan for various scenarios that may come into play next year.

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Get customers to accept your word as final

Myra Golden

Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Here are the four steps: Be clear Acknowledge concern Manage expectations Guide to next steps. Grab your slides from this video for quick reference to the four tips.

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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.