Experience Investigators by 360Connext

OCTOBER 13, 2020

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journey Mapping 143

Customer Journey Mapping Customer Experience Net Promoter Score Contact Center 143

ShepHyken

OCTOBER 16, 2020

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

Marketing 75

Marketing Customer Experience Article Customers 75

Kustomer

OCTOBER 15, 2020

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Read on to find out how much of a difference quality customer service can make — and how you can start taking action today. Quality Customer Service, by the Numbers. The importance of delivering good customer service becomes all the more significant when it’s quantified.

Customer Service 64

Customer Service Net Promoter Score Customer Care Metrics 64

TechSee

OCTOBER 13, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Contact Center 202

Contact Center 2025 2019 Measurement 202

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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.

Customers

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167

Consumers Customers Insurance Customer Voice 167

ShepHyken

OCTOBER 13, 2020

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Books 106

Books Consumers Brands Connections 106

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand.

Customer Service Strategies 105

Customer Service Strategies Customer Service Competitive Advantage 2020 105

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

B2B 359

B2B Customer Experience Customers 359

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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

Retail

ProProfs Chat

OCTOBER 16, 2020

Stella is a market researcher at a large corporation and her main priority is providing insightful data for the entire company to use. The UX team uses it for their personas, the marketing team uses it for the adwords campaigns, etc…. She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing.

Fashion 105

Fashion Social Media 2016 2017 105

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.). The day was full of so many thought-provoking presentations and aha moments, it’s impossible to pick just one key takeaway.

Net Promoter Score 105

Net Promoter Score Seminar Presentation Customer Success 105

BirdEye

OCTOBER 16, 2020

The following post is from a guest contributor. As member-owned financial institutions, credit unions have long been touted for their competitive interest rates, low fees, and their local branches’ ability to offer high quality and personalized service. Then along came COVID-19. Credit unions, even more so than their larger banking chain counterparts, were faced with a myriad of new challenges.

Technology 98

Technology Marketing Financial Banking 98

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic.

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Customer Service Consumers Interaction Customers 130

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.

Customer Insights

Talkdesk

OCTOBER 14, 2020

The economic downturn caused by the coronavirus is bringing back a part of the 80s no one was feeling nostalgic about: the spike in debt. Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt.

Banking 105

Banking Contact Center Omnichannel Insurance 105

One Millimeter Mindset

OCTOBER 13, 2020

Typical customer discovery involves speaking with current and potential customers. Often to determine whether their stated and unstated needs marry up with your current products, services and capabilities. And then decide whether opportunities exist for new product development and innovation. However, often the customer discovery process falls short of delivering on client needs and expectations.

Automotive 93

Automotive Workshop Healthcare Innovation 93

BirdEye

OCTOBER 16, 2020

Buying a car is a big decision and customers want to go with the best. In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership. Why customer experience is crucial for your dealership.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

ProProfs Chat

OCTOBER 16, 2020

We’ve seen live chat in action as the customer service and support tool. But lately, it’s evolved and grown. Other than connecting with users and engaging them in real-time conversations, it can also capture qualified leads and increase conversions. And that’s just the tip of the iceberg. Live chat leveraged as a sales tool not only improves conversion but also simplifies and shortens the sales funnel.

Sales 98

Sales Connections Definition Engagement 98

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

Contact Center

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

Communication 134

Communication Document Sales Reference 134

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Customer Service 96

Customer Service Blog Interaction Customers 96

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Engagement 246

Customer Engagement Engagement Management Customers 246

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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,

Measurement

Talkdesk

OCTOBER 16, 2020

Customer experience (CX) has changed immensely over the years and even in the last few months. With the proliferation of digital channels, customers are now looking for a more personalized, timely and efficient service. For many organizations, this includes the deployment of self-service technologies. Customers are now looking to solve issues on their own terms, using their channel of choice and spending as little time as possible.

Metrics 83

Metrics Customer Service Representative Contact Center Customer Retention 83

One Millimeter Mindset

OCTOBER 15, 2020

How easily are you tactically distracted each day? Do you feel like you are forever fighting tactical fires? Instead of focusing strategically on the big picture? You know, feeling like you take one step forward yesterday. Then three steps backward today. At that rate, how do you get to where you really need to go tomorrow and moving forward. Sure.

Workshop 87

Workshop Culture ROI Consulting 87

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs.

Call Recording 113

Call Recording 2020 Innovation Interaction 113

ShepHyken

OCTOBER 12, 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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

Article 77

Article 2020 Customer Service Loyalty 77

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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.

Customer Engagement