CX Accelerator
JANUARY 7, 2019
I’m not known for being quick on the uptake by those closest to me. A couple prime examples include long division and driving a stick-shift. When my only option was a manual transmission, my parents just sort of cut me loose on the streets of Rancho Cucamonga, California to learn to drive (Yes, I already had my driver’s license but on an automatic transmission).
GetFeedback
JANUARY 7, 2019
Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges.
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Customer Bliss
JANUARY 11, 2019
Are you doing all that you can to help your company earn customer-driven growth? The key word here, is, earn. You can earn customer growth by anticipating their needs, extending patience, and showing respect at all times. This is a topic I address in my latest book, Would You Do That To Your Mother? My goal with the book is to help you focus your decision making and actions on what matters most so you can inspire new behaviors inside of your company.
InMoment XI
JANUARY 8, 2019
MaritzCX Provides the Tools and Technology Needed to Research, Measure, and Focus the Customer Experience Chris Neeson, Customer Experience Leader at Ohio Mutual Insurance, attributes their CX Program success to a combination of knowledge, expertise, and selecting the right partner. Hear how they deliver the best experience to their policy holders by identifying issues and.
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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
JANUARY 10, 2019
Understanding Customers’ Mental Budgets. I won some money at a Casino recently, an unusual outcome for me. It wasn’t a huge amount, but it was a nice windfall. Did I spend it on something practical? No. Save it? Nope. Give it to charity? Not a chance. I bought a fancy new fishing reel that I had my eye on but previously had felt was too expensive. It’s excellent, and I couldn’t be happier.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JANUARY 10, 2019
As conversations around sustainability and corporate social responsibility continue to increase, I think you’ll enjoy this timely conversation with Michael Bair , Senior Director of Member Experience at Inspire , a clean energy tech start-up. Inspire uses technology to bring clean energy sources to businesses and the homes of everyday Americans. With over 10 years of experience under his belt, leading customer-facing teams, Michael sheds some insight into how he breaks through some of the challe
Experience Matters
JANUARY 7, 2019
If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” It just makes sense. How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!
Lumoa
JANUARY 8, 2019
Find out what are 5 leading trends in B2B customer experience management in 2019. Drive your business-to-business operations to customer success and advocacy. Understand the influence of customer feedback on B2B operations.
UJET
JANUARY 10, 2019
Great omnichannel support requires the right tools and training to ensure that your team provides a consistent customer experience. As your company grows, you'll need to support a higher volume of customers—which means scaling your customer-support team to meet their needs.
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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
CX University
JANUARY 8, 2019
In the Bible of Self-Help Books, “How to Win Friends and Influence People,” by Dale Carnegie, the author spends at least two out of every three chapters discussing an aspect of empathy. Two out of every three. The rest he spends on communication tactics you can employ to make it easier for people to follow your advice. But two out of three boils down to empathy: how to listen, how to consider someone else’s point of view, how to validate their point of view.
ShepHyken
JANUARY 7, 2019
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. What’s in the box? Insights into the Subscription Based Economy by Sonakshi Nathak. (LinkedIn) Glancing over the New York Times app for your daily briefings as you brew your coffee, you head to the counter to discover a box from Blue Apron to prepare Mexican-Sp
Eptica
JANUARY 9, 2019
Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. Author: Anne-Claire Bellec - Marketing Director As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned.
Amity
JANUARY 9, 2019
This article was originally published on WnTD's blog. With Elizabeth's permission, we are republishing and sharing it with our community. One of the most exciting aspects of developing customer success strategies is looking at how Customer Success is (or should be) integrated with other areas of the organization. It’s where you start to see the positive impact CS can have on the entire organization and how CS is truly a cross-functional business discipline.
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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Thematic
JANUARY 7, 2019
Are you doing customer engagement right? Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way dialogue and providing value-added communications, you have no idea what customers think about your business and your marketing tactics. Our company ( ERDM) just completed VOC research for a major up-and-coming brand.
ShepHyken
JANUARY 11, 2019
This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback. For example, if a customer complains about being overcharged, the company may respond with an apology and issue a refund.
ProProfs Chat
JANUARY 10, 2019
A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. While many experts in this segment may offer you great insights, finding all the trends at one place is kind of tricky.
Brandwatch CX
JANUARY 7, 2019
Believe it or not, people took photos before Instagram. People even shared photos before Instagram. With its snazzy filters and easy sharing options, soon we were all addicted to posting our holiday hot dog legs and hipster food snaps. With many millions now using the app every day, there is no shortage of Instagram stats and facts that show how popular it is.
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
One Millimeter Mindset
JANUARY 7, 2019
Your customers will try to evaluate your storytelling credibility. Especially if the customer stories you tell seem too good to be true. Then, what do you do? How do you respond to their skepticism? A client I am coaching carefully selected from a cadre of client stories her company had invested a lot of money in creating. Yet, each time she either sent that story to current or prospective clients, or told that story to them herself, she fell short of being convincing.
ShepHyken
JANUARY 9, 2019
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be. And, when there is a customer service “horror story,” it seems to stand out much more than when everything is right and works the way it’s supposed to.
ReviewTrackers
JANUARY 9, 2019
Research shows that 86 percent of customers will pay more for great customer experience, and the data from reviews and surveys will be the building blocks to help you get to that higher level of customer experience. With this guide, you’ll get to know the benefits of using surveys and reviews for customer feedback in addition to tips for best practices.
Oracle
JANUARY 7, 2019
When you consider that over the past year, poor customer service cost US businesses 75 billion dollars —a 20% increase from the previous year, it’s little wonder that 66% of respondents actually prefer self-service systems to speaking with a brand representative. Businesses are at a tipping point between phone contact center interactions and a plethora of choices for customers in the digital age.
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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,
Beyond Philosophy
JANUARY 5, 2019
There is an abundance of theory in behavioral economics which can seem overwhelming. How can Marketing and Customer experience teams start using it today. In this podcast we give you an overview of the big ideas. To do this, Ryan has developed a framework of the four key principles – a summary of the four principles of human behavior. Ryan calls this the 4R’s. 1: Reference points.
Brandwatch CX
JANUARY 5, 2019
Here at Brandwatch, we love data. We love the statistics that this data provides too. Which is why we’ve collated this bumper list of Facebook statistics. For some, these are just interesting factoids that titillate the mind and can later be brought out to impress friends over a coffee. For marketers, these statistics can help in developing strategies to ensure you are targeting the audience you want to reach in the most effective way.
CSM Magazine
JANUARY 9, 2019
We often oversimplify what we believe a customer’s need is, often due to the fact that many organizations view customer needs through an internal lens. Now is the time to refocus on your customers. “Because we sell widgets, our customer must need widgets. Our customers must want them to perform reliably, have them delivered on time, and at least meet a minimum quality standard.
Call Experts
JANUARY 9, 2019
The 21st century is all about digital! Most people spend more time online than not. Websites are helping develop connections without the barriers of distance and proximity. As the population on the internet increases, businesses are also increasing efforts to capture audience attention online. Brands are eager to develop healthy connections with buyers utilizing the latest digital tools.
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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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