CloudCherry

DECEMBER 9, 2019

Join us, CX Soldier…. …As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. Brand Manager) for Promomash , and one of CloudCherry’s 2019-2020 CX Champions- Sarah Meyerdirk. Need a little back-story on how our CX Champ ended up joining the frontlines in the CX World at Promomash? Five years ago, she met the team at a Trade show and- in her own words, “fell in love with the idea of saving all my time away from spreadsheets, and mov

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2019 2020 Culture Brands 312

CX Accelerator

DECEMBER 10, 2019

How A Simple Vision Board Changed My Year & A How-To Guide For Building Your 2020 Board. By Becky Roemen. If you haven’t ugly cried in a Target parking lot have you even Adulted? We’ve all had those times in our lives where we think ‘this is it, the world just might crumble around me, there is no feasible way I can do it all’. For me, this time in my life was mid-August 2018.

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2020 2019 Document Magazine 182

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX). An added advantage of text analytics is that it helps uncover trends that you might not have even realized existed–questions you might not even be asking on your customer surveys.

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Customer Experience Feedback Customers Information 221

TechSee

DECEMBER 10, 2019

Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps. They want to help themselves when it’s most convenient to them and if that’s at 2 am when the contact center has gone dark, so be it. Far from becoming disheartened by their customers’ attitudes, call center managers are thrilled by these developments.

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Call Center Contact Center Insurance Download 136

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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.

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Experience Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail experience handle it? Do you have a working customer journey map? If you don’t, the holiday season is a perfect time to get started so you know your customer journey will be up to snuff throughout the coming year.

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Customer Journey Retail Customer Journey Mapping Social Media 162

GetFeedback

DECEMBER 11, 2019

With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments.

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Customer Experience Feedback Customers Article 195

Thematic

DECEMBER 9, 2019

Digital transformation is one of those terms that has been taking the corporate world for the past years. Like it or hate it, it’s here to stay. Here is proof from Google trends showing the growing popularity of the search term “digital transformation”: There are some great examples of digital transformation already happening in industries that aren’t typically digital-first.

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Feedback 2020 Travel Voice of Customer 126

ShepHyken

DECEMBER 11, 2019

With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics. To this end, I recently published an article in Forbes about ways to create an amazing customer experience in 2020, and I thought it would be enjoyed by our Shepard Letter subscribers as well.

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2020 Customer Service Fashion Customer Service Training 118

ProProfs Chat

DECEMBER 12, 2019

Is managing your company help desk a tough challenge? Are you unable to cater to the customers’ needs and their grievances? This post is dedicated to addressing this issue by and large! Here, you will be engaged in a detailed discussion on how to run a help desk and the various ways to improve help desk performance. Primarily, a help desk refers to the assistance and advice provided by a company/organization to its customers.

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Customer Service Representative Multi-Channel Metrics Feedback 95

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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

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ReviewTrackers

DECEMBER 10, 2019

In 2018, online reviews influenced 66.3 percent of consumers when they were looking for a new primary care physician, which is the second-highest influence of any industry. More than ever, patients are visiting multiple websites to find a new healthcare provider, and reviews are influencing their decisions. Healthcare Review Site Statistics. Before we look at which sites you should be monitoring, here are some interesting numbers worth considering: A staggering 94 percent of Internet users who h

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Healthcare Hospitality 2013 Insurance 132

Beyond Philosophy

DECEMBER 13, 2019

Why the Strength of Customer’s Emotion is Critical. Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.

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Consulting Metrics Loyalty Customer Experience 94

ShepHyken

DECEMBER 10, 2019

The Empathy Machine. Using AI to Guide Employees Toward Better Customer Care. Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. > Top Takeaways: Artificial intelligence (AI) is a powerful tool. When used correctly to support customer service representatives and call center agents, it can help humans be “more human.”.

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Contact Center Customer Service Representative Call Center Technology 105

Lumoa

DECEMBER 12, 2019

Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits.

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ROI Customer Experience Financial Measurement 137

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

Customers That Stick

DECEMBER 12, 2019

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be. But first, what do we mean by a game changer? It’s simply something that materially redefines how we look at or execute around customer experience.

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Customer Experience Retail Books Customers 78

Beyond Philosophy

DECEMBER 10, 2019

Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.

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Consulting Presentation Loyalty Customer Experience 94

PeopleMetrics

DECEMBER 12, 2019

Employee experience is vital to a healthy and growing company. A poor employee experience leads to disgruntled or apathetic employees who suck the energy out a business. On the other hand, an exceptional employee experience leads to employees who pass on their enthusiasm to customers. In fact, customers are more likely to have a positive customer experience if they are served by passionate employees.

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Banking CEM Employee Experience 2001 91

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

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2019 Customer Service Social Media NPS 75

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

The DiJulius Group

DECEMBER 11, 2019

1. Lack of Executive Sponsorship – Just because you say you’re committed to your company’s customer service; your actions don’t lie. Annual customer service training is like deodorant, it wears off and the odor comes back. It is a proven fact that any big initiative, project, or revolution has to have the support of the. Read Full Article. The post 7 Reasons Why Your Customer Service Is Not As Good As You Want It To Be appeared first on The DiJulius Group.

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Customer Service Customer Service Training Article Customers 85

ChurnZero

DECEMBER 10, 2019

Dashboards & Automation Drive Customer Success Team Efficiency – A Success Story . . ConsumerAffairs is an online marketplace that helps connect consumers with the best companies across hundreds of categories. Each month millions of consumers research purchases, write reviews and stay up to date on important news. ConsumerAffair’s mission is to arm every consumer with the knowledge they need to make smart purchasing decisions.

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Touchpoint Customer Insights Customer Success Insights 75

Ecrion

DECEMBER 10, 2019

As business continues to grow and change, so too does the landscape of how to reach your customers effectively. There are a lot of strategies you can apply to be sure you are attracting customers and relating to them in a way that is productive for your entire business. This is the foundation on which your business is built, so you can never learn too much.

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Connections Communication Poor Customer Service Social Media 74

Answer Dash

DECEMBER 7, 2019

(This article is originally published on AdRoll - re-published by the consent of AdRoll) Once upon a time, customer loyalty depended on the product or service you’d provide. If they were high quality and unique, bibbidi-bobbidi-boo, you’ve most likely gained yourself a new fan. Nowadays, it’s different — the market is saturated with various brands offering similar services, and an essential distinguishing factor is customer experience.

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Metrics Measurement Customer Experience Net Promoter Score 79

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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

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Get it right, and you give the initiative the very best chances for success.

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Blog Demo Competitive Advantage Insurance 101

Call Experts

DECEMBER 12, 2019

It is time to celebrate the holiday season; everyone is excited to shop and give gifts to their loved ones near and far. For your business, this season can be a challenging phase. Although businesses grow and flourish during the holidays, the holiday rush can be overwhelming with the increase in customer requests and orders. Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind.

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Contact Center Call Center 2018 Customer Journey Mapping 69

Interactions

DECEMBER 12, 2019

How are you delighting your customers? For large retailers, this question is of paramount importance, especially during the holiday shopping season. . A delighted customer is loyal. Increased loyalty often translates into those customers making more purchases, more often. A recent study found that 50% of loyal customers will make more purchases with their preferred retailer and 60% of those loyal customers are more likely to purchase more frequently.

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Retail Loyalty Rewards Programs Omnichannel 62

One Millimeter Mindset

DECEMBER 9, 2019

Developing storytelling confidence moves you one millimeter forward, beyond remaining professionally comfortable. Embracing not only the risk, but also the opportunity, of connecting your stories to other people’s stories. And growing your professional credibility, as you grow your storytelling acumen. Storytelling seems to be an extremely popular skill set these days.

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Workshop Employee Experience Communication Presentation 66

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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