Beyond Philosophy
JULY 16, 2020
I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. We discussed this concept on a recent podcast with guest Zoey Chen, assistant professor of marketing at the University of Miami School of Business.
iPerceptions
JULY 15, 2020
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GetFeedback
JULY 15, 2020
A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today.
Experience Investigators by 360Connext
JULY 14, 2020
Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to discuss how we could all prepare ourselves and to answer your customer experience questions. It consisted of a short presentation from me, followed by an ‘Ask Me Anything’ Q&A in which I took questions from the audience.
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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
JULY 11, 2020
The 5 Rules for Making and Managing Customer Memories. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
JULY 14, 2020
Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience. Top Takeaways: Big companies often have more resources and can implement disciplined strategies, whereas small companies are nimbler and are often able to react and make necessary changes more quickly.
Eptica
JULY 15, 2020
Date: Wednesday, July 15, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 1. Published on: July 15, 2020. Author: Guest author: Jeanne Bliss The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Titled Would You Do That To Your Mother? it highlights that you need to understand customers personally to elevate the ir experience.
One Millimeter Mindset
JULY 16, 2020
Today, let’s ideate together. Take a deep breath. Relax. Let’s innovate. What happens to your revenue stream when employees stop fixing what people buy? Because clients are not sold what they really need. When internal teams actively drive revenue? Instead of serving as order-takers buried in departments traditionally perceived as cost-centers.
Oracle
JULY 14, 2020
The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening. Below is a look at a few of these trends, including contactless consumer experiences, the ability for employees to “Work From Anywhere”, virtual engagements, and the acceleration of messaging as a channel. We’ll likely see these trends continue to accelerate over time.
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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
JULY 15, 2020
I recently wrote about taking the extra step to deliver amazing service. There were three steps: pay attention, care about your customers and put forth extra effort. For this article, I want to focus on the first step—paying attention. Paying attention is more than just the first step. It may be the most important step. One of our readers, Scott Anderson, shared a story about staying at a resort in Mexico.
Integrity Solutions
JULY 13, 2020
No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace.
Method:CRM
JULY 15, 2020
A repeat customer is like a gift that keeps on giving. You anticipate closing a deal with them for weeks, maybe even months, and then they finally do business with you. Then, it turns out that they’re so satisfied with your products or services that they continue to buy from you and become a repeat customer. This means you can count on them to come back, make future purchases, and maybe even refer some new customers to you.
Ecrion
JULY 14, 2020
These days, it can feel like it’s more difficult than ever to connect with your customers. People are confined to their homes due to the pandemic and your customer service team may feel like their usual avenues for connecting with customers aren’t available. The good news is we live in an age of futuristic customer service technology. Tools like video communication, artificial intelligence, and self-service portals can help you to provide an amazing experience to your customers.
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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ReviewTrackers
JULY 15, 2020
Technology has advanced tremendously since the first mobile phone was used in 1973. With the invention of the Internet, a new communication form emerged as the computer became a medium for exchanging information. Access to the Internet is possible on smartphones today, and smartphones are one of the causes of the explosion of online consumer culture in the Western world.
Kate Nasser
JULY 12, 2020
To undo customer and employee anger & upset, find their powerless feelings & empower them. Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post What Powerless Feelings Do to Customers & Employees | #Leadership appeared first on KateNasser.com.
NetBase
JULY 13, 2020
Smart brands are prepping for every eventuality in a pivotal back to school year. From decreasing lead times for marketing, to creating alternate advertisements for all circumstances, brands are actively dancing to consumers’ beat. Having the most accurate and relevant insights for every possible scenario is vital for brands to stay one step ahead of this unpredictable virus, as it affects everything, including education.
Heart of the Customer
JULY 15, 2020
We had a great discussion on LinkedIn a few weeks ago about the disconnect between customer experience and leadership. This post kicked things off: As I interview CX leaders and CEOs, it’s been fascinating (but not surprising) to hear the vast differences in focus. CX people focus on survey results; their thoughts are on how to improve the experience in order to improve […].
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
Ecrion
JULY 16, 2020
Did you know that the insurance industry in the United States netted $1.22 trillion in 2018? As more insurance companies begin to emerge, customers are beginning to compare quotes from multiple companies now more than ever. With all of the different insurance options on the market, customers won’t stop until they find an insurance policy that provides them with the highest level of quality service at the lowest price available.
PeopleMetrics
JULY 13, 2020
In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.
Second to None
JULY 17, 2020
The pandemic has dramatically changed the healthcare industry. Front-line workers across healthcare organizations are dealing with unprecedented risk to ensure our safety. And the way healthcare services are being conducted has permanently changed. How can healthcare organizations sustain customer trust? Your organization must start with creating a positive and authentic patient experience.
Hello Customer
JULY 16, 2020
Delivering on customer expectations supposes you know what they are. A continuous feedback process is a great start, but you need a top-notch AI to help you figure out exactly what your customers want and need. We were already delivering on that, but with our new, industry-leading approach to text analytics, we’re taking it to a whole new level. The problem with most customer feedback platforms.
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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,
Ecrion
JULY 15, 2020
In 2020, people expect brand interactions to be focused on their needs. In fact, customers now value personalization more than price, so your company must treat your customers as individuals. With a CCM platform, you can leverage the key features required to humanize the interaction with your clients. Find out how in our infographic covering 9 ways you can personalize customer communications with CCM: Use a Comprehensive CCM solution.
Feedbackly
JULY 15, 2020
Mapping the customer journey is a key element in every Customer Experience (CX) strategy across all industries. Essentially, a customer journey outlines all the. Source.
CSM Magazine
JULY 16, 2020
The sudden need to enable remote working has impacted all companies and operations, and customer service is no different. This has not been the only change contact centres have been forced to contend with. We are also seeing more and more organisations working to improve customer self-service options through digital channels. With reduced numbers of contact centre agents available, and many now working from home, it’s necessary for organisations to try and drive down phone transactions and encou
Kustomer
JULY 13, 2020
In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. While there’s certainly plenty of overlap, the latter takes a more focused perspective and is designed to support digital consumers by taking their omnichannel customer journey into consideration. This might have you wondering, what is digital customer service, exactly?
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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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