ChurnZero
JUNE 5, 2020
Is your customer onboarding turning into a fixer-upper? The proper upkeep and continual improvement of a home (and onboarding process) are essential to maintain its value over time. When done right, it’s a worthwhile investment that substantially increases your return. Of course, you need good bones and strong foundation to build from—no aesthetic enhancements (or amount of shiplap) will remedy a weakening structure.
ProProfs Chat
JUNE 5, 2020
I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn. And that’s the problem.
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Martin Hill-Wilson
JUNE 2, 2020
According to Lisa Barret Feldman and other leading neuroscientists, emotion is a constant. It is part of our brain’s core function – to interpret what is going on and then respond: based on ongoing simulation and prediction. The result is our everyday reality. Here is her three minute explanation if you want more insight. In this context, emotion is crucial to the accuracy of that ongoing interpretation.
Experience Investigators by 360Connext
JUNE 2, 2020
My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” My client proudly pointed to the dashboard.
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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
MAY 30, 2020
Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess. However, if you can open your mind to trying new things other than what you normally would do, you might discover the magic trick that makes it all work well for managing your customer behavior.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Ecrion
JUNE 2, 2020
With the upgraded CCM platform, Ecrion is providing a faster, user-friendly customer communication management solution. Ecrion announced the release of the latest version of its customer communication (CCM) and customer experience (CX) platform. This release, based on a microservices architecture, also introduces a new suite of digital experience (DX) applications, designed with specific business processes in mind, including insurance claim processing, loan applications, patient onboarding, and
TechSee
JUNE 2, 2020
Today’s number one challenge in field service is the knowledge gap between Baby Boomer technicians – an aging workforce – and the next generation of technicians who have less experience and want more independence. The population aged 60+ is growing faster than any other group. According to the United Nations’ 2019 World Population report, by 2050, 1 in 6 people will be over the age of 65, up from 1 in 11 in 2019.
Inbenta
JUNE 2, 2020
1. Set a goal for your chatbot. As obvious as it may seem, this is the number one chatbot best practice to keep in mind when starting to design a conversational agent. You can create a bot for almost anything nowadays, so setting a clear goal for yours and outlining what it’s supposed to do, right from the beginning, will prevent you from getting carried away.
Talkdesk
JUNE 5, 2020
It has been a few months now since the coronavirus (COVID-19) took the world by storm. As social distancing and quarantine measures were put in place by governments across the globe, businesses had to quickly reinvent themselves in order to ensure a successful work-from-home (WFH) shift. The change was not easy. Many organizations had little-to-no prior experience with remote work, and therefore lacked the infrastructure, processes and policies required to ensure collaboration and continuity of
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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
Michel Falcon Experience
JUNE 3, 2020
In this episode, I talk to Tania Dasilva (Clinic Director) about: Getting employees to care about the business. My 3:1 ratio agreement with employees. Designing customer experiences with my wants vs. needs model. Listen to the podcast here (Apple users) or here (Andriod users). The post Podcast: Designing Customer Experiences and Will Employees Really Care About the Business?
ShepHyken
JUNE 3, 2020
This is one of those unbelievable customer service stories that borders on the ridiculous. I actually thought I was in the middle of a Seinfeld episode—or maybe there was a hidden camera hoping to get a crazy reaction to the interaction I’m about to share with you. I was at an airport and wanted some breakfast. There was just one person ahead of me in line.
Eptica
JUNE 3, 2020
Date: Wednesday, June 3, 2020 Author: Guest author - Blake Morgan 3 ways to create a consistent, omnichannel experience (and why it matters). Published on: June 03, 2020. Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact. How can businesses respond and meet this vital need?
One Millimeter Mindset
JUNE 2, 2020
The stories clients need to hear are about the stuff they need to know. So we get to where we need to go. Together. One millimeter at a time. Are you playing it safe, altering your business and use cases, and your HR and design team stories? So you dance around topics which should be emphasized? Soft-selling project attributes which, if otherwise ignored, might come back to haunt stakeholders?
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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Currency Alliance
JUNE 1, 2020
The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. People in Barcelona are buying a lot more ice-cream lately. From my balcony in the evening, it looks like 2 in 10 are enjoying an ice-cream cone. One year ago, there might have been 2 people in 50. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about.
NetBase
JUNE 4, 2020
Online shopping is here to stay, COVID-19 has seen to that. And Pinterest is perfectly positioned to sell recipe ingredients to its significant and highly engaged consumers! If you aren’t thinking about how to rebuild your business strategy to adapt to this new consumer capability, you should be! But if you’re not sure where to start, we can help. In this channel exploration, we’ll share consumer and market intelligence around: Pinterest’s latest ecommerce offering and why other soci
ShepHyken
JUNE 1, 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. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. (Business2Community) I’ve been a freelance illustrator for 30 years.
kommunicate
JUNE 3, 2020
Nowadays, every business has a Facebook page, and your customers are likely to reach out to you via social media. However, most of the companies do not have a dedicated support team for social media. It creates a support overhead on your side. Therefore, it is crucial to connect your social media to your customer [.]. The post Facebook Messenger Customer Service – Integrate Social Media in Your Customer Service appeared first on Kommunicate Blog.
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
SaleMove
JUNE 2, 2020
There is no doubt that life after the pandemic will be forever changed. However, there are certain aspects of the professional landscape that are coming into focus. The after-effects will be far-ranging, but, without a doubt, one of the megatrends triggered is the sudden work-from-home (WFH) phenomenon. Companies who may have questioned employees’ productivity in their home environment have been forced to dive headfirst into the remote workforce to keep business running as usual.
NICE inContact
JUNE 3, 2020
Has the pandemic permanently changed the way people work? Specifically, are all the employees currently working from home really going back to the office? It's hard to see how. In fact, some employers have already announced permanent changes.
Experience Matters
JUNE 4, 2020
The deaths of George Floyd, Breonna Taylor, Ahmaud Arbery, and others have sparked a renewed outrage against racial inequality around the world, leading many organizations to consider changes to how they operate. That’s great, but I’ve seen too many of these situations create an immediate response with no lasting change. I don’t have answers for solving deep injustices in broader society, but I want to apply what I’ve learned to help organizations become more inclusive and diverse.
UJET
JUNE 3, 2020
Right now, your support team is either mostly or entirely remote. Agents can access the platform from any location and are fully capable of helping customers resolve issues. But what if you were used to having your entire team in one office and usually spoke to them in person. How can you manage a dispersed team effectively when everyone is remote? Use the Right Technology.
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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,
ProProfs Chat
JUNE 5, 2020
Dale Carnegie, in his 1936 classic “ How to win friends and Influence People” advised, “Ask questions the other person will enjoy answering.” Asking good questions shows genuine interest and elicit honest answers. That said, we all know that customers love asking questions, especially when they are about to make a purchase. But can a business owner ask questions to clients and customers?
NetBase
JUNE 1, 2020
SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. This was arguably the best yet, with industry leaders bringing insight to inform every aspect of effectively running a global enterprise. Because as we all know, the social web has opened up the world to brands – or at least to those ready to participate in it!
ERDM
JUNE 4, 2020
Article by Ernan Roman Featured on CMO.com For Condé Nast, it’s not just about bringing more eyes to the media brand’s many websites. It’s also about zeroing in on providing a great experience, especially for highly engaged, loyal readers, says Ainul Huda, vice president of analytics, marketing, and audience development at the media company, whose brands include Bon Appetit , GQ , The New Yorker , and Vogue.
Answer Dash
JUNE 3, 2020
Crises breed change—both at a societal level but also within us all, personally. As COVID-19 has taken hold, we’ve all had to alter our habits and have likely seen changes in our behaviors, attitudes, beliefs, and motivations. And it’s this collective change in mindset that businesses must consider in adapting to the needs of the COVID-19 customer. Whether you previously prioritized customer experience or not, now is the time to reevaluate this term and what it means for your business.
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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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