Uplight
APRIL 6, 2020
As the COVID-19 pandemic continues to spread, it has become clear that we are not living in an environment of business as usual. So much of what we took for granted has shifted or been challenged. Customers who generally spend only a few minutes a year thinking about their energy bill are starting to look Read More. The post Principles of Utility Customer Communication During COVID-19 appeared first on Uplight.
Beyond Philosophy
APRIL 9, 2020
Organizations use lots of incentives to encourage specific behaviors. The idea is that people will change behavior because of the monetary element of incentives. However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. Ph.D. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives.
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InMoment XI
APRIL 7, 2020
Learning to Adapt in a Changing Industry Industries across the entire business landscape are in a state of perpetual change and development. The products and services are changing, the methods of delivering those products and services are changing, the way we market to our customers is changing, even the customers themselves and their expectations are.
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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.
Experience Investigators by 360Connext
APRIL 7, 2020
It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic. “Their people just get it!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
APRIL 9, 2020
Here’s a story I’ve seen played out multiple times: An executive believes in the power of customer experience (CX). Perhaps they read an article, or they heard about a CX program another company offered, or saw a competitor speak at a conference. For whatever reason, the executive saw the light, and wanted a CX program […]. The post Three Ways to Show Business Impact for Your CX Program appeared first on Heart of the Customer.
PK
APRIL 10, 2020
Connection is everything in moments of crisis. The question on everyone’s mind is, how can retailers navigate the new normal, where the ability to connect is more reliant on digital technology than ever? The first task is to look to consumers and ask, how can we address their most pressing needs? In considering how to help retailers respond to the current crisis, four major themes in consumer sentiment emerge: Consumers are feeling uncertain, stressed, and anxious.
Hello Customer
APRIL 9, 2020
How can companies make the human connection part of their customer experience? Our mass move to online and digital comes with unseen challenges for organisations that are doing their best to adapt. As people crave human contact more than ever, it’s important that companies maintain a human touch in the way they do business. This doesn’t just apply to e-commerce.
Experience Matters
APRIL 8, 2020
The Qualtrics XM Institute is launching a monthly newsletter, The XM Journal. Make sure to subscribe for access to leading-edge Experience Management content. The post Announcing The XM Journal appeared first on Experience Matters.
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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
ShepHyken
APRIL 8, 2020
I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback. You can survey customers over the phone, via email, in focus groups and more. You can get objective and subjective feedback. You can use tools such as Net Promoter Score and Customer Effort Score.
Eptica
APRIL 8, 2020
Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. Author: Pauline Ashenden - Marketing Manager Digital channels are now a vital part of the customer relationship, across every sector. They give consumers greater choice , whatever their demographic, and enable them to find fast, accurate answers wherever they are in the customer journey.
Hello Customer
APRIL 10, 2020
Every day we see businesses adapting to new circumstances in creative ways. Many organisations are constantly innovating so they can remain at the disposal of their customers. Some companies are forging new alliances, others open up their business to do good for society. In our weekly digest, we'll highlight some of these inspiring stories. This week: Mini, DPG Media, Zappos and Decathlon!
One Millimeter Mindset
APRIL 7, 2020
Capture your team’s pandemic stories. Record these together, review them together, celebrate them together. Today, tomorrow and future-forward. Because the large, and often small, and always human actions we take towards each other and our clients are our testimonials. Our collective legacy to the one common denominator we all share, moving forward.
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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Talkdesk
APRIL 7, 2020
Register now for Opentalk 2020 Virtual and learn from former Walt Disney World CX leader, Dennis Snow. This year we are transforming Opentalk® into a virtual event — all online and at no cost to you — on May 6. Save the date! Opentalk 2020 Virtual includes a full day of thought-provoking content and presentations, including keynotes from Talkdesk® executives and CX visionaries, as well as on-demand breakouts featuring Talkdesk experts, customers and industry leaders.
ChurnZero
APRIL 8, 2020
How Online Communities Create Customer Advocacy and Retention. This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own custome
Interactions
APRIL 9, 2020
Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses are still facing challenging times and making tough decisions. But while some businesses have taken a particularly hard fall, we still see some–even in the hardest-hit industries–calmly and efficiently handling this crisis when it comes to customer relationships.
Hero Digital
APRIL 8, 2020
COVID-19 is resetting what people value. Will your business be ready for the new reality? A hard reset on what’s valuable. Like many of us, the ongoing coronavirus pandemic and economic uncertainty have forced me to more closely scrutinize “what are the things of value” in my daily life. In March my car lease was up. I was curious: What would leasing a car be like during a time when everyone (myself included) is sheltering in place?
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
Advantage Communications
APRIL 6, 2020
Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage.
Beyond Philosophy
APRIL 4, 2020
Loss Aversion teaches us that people like to gain things, but that they like hanging on to what they have even more and feel losses much more profoundly than gains. So, you would think that effective policy to reduce disposable bag usage by charging a surcharge for a grocery bag would tap into these feelings. Not so fast. New research reveals that Loss Aversion is not the reason for the grocery bag surcharge’s success.
Inbenta
APRIL 9, 2020
The pandemic has changed our priorities with health quickly becoming priority #1 throughout the world. Millions of people are now confined in their homes (for the most favored), many others are on the streets looking for day-to-day food, whilst others are in the hospital or at home with aggravated symptoms of illness. The importance of prevention and speed of response in times of crisis.
ShepHyken
APRIL 7, 2020
Empowering Humans to Be Human. How AI Can Help Companies Deliver Amazing Customer Experiences. Shep Hyken interviews Vit Horky. They discuss his book, Customer Service in the Transhuman Age , and ways AI and other tech can support customer service agents. Top Takeaways: The concept of transhumanism is that we, as human beings, are able to transcend what we were capable of in the past thanks to new technology and innovations.
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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,
Kustomer
APRIL 7, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. Peter is a professor in the Marketing Department at the Wharton University of Pennsylvania. He also consults and works in many different markets, from telecommunications to financial services.
NetBase
APRIL 6, 2020
Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. How do they keep knowing what will resonate and create viral sensations? We have five ways brands should adapt their Covid-19 marketing to emulate the spicy chicken brand’s success. Winning Combo for Consumer Love.
Customercount
APRIL 9, 2020
We consider the three reasons why customer satisfaction surveys fail and provide advice and information on how to fix them. The post 3 reasons customer satisfaction surveys fail appeared first on CustomerCount.
Gainsight
APRIL 8, 2020
As a Sales Leader, I am deeply focused on how to maintain & maximize revenue during the currently unfolding & rapidly changing COVID landscape. I find myself racked with questions around how to think about re-forecasting the business, which product lines would be most impactful to customers in this environment, what special promotions might we offer, and ways we can alter prospecting efforts, to drive maximum yield.
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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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