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NOVEMBER 1, 2020

How to provide the best customer service and support during this unprecedented holiday season. Guides

Customer Service 441

Customer Service Customers 441

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. But for this success to happen, this information can’t be siloed. For your company to thrive, your departments and the teams that comprise them must be on the same page at all times. For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base.

Omnichannel 52

Omnichannel Document Metrics Information 52

Beyond Philosophy

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one. Today, I’m talking about why that is, and it comes down to two words that describe our instinctive behavior: Negativity Bias. We discussed Negativity Bias on a recent podcast.

Insurance 130

Insurance Customers Consulting Advertising 130

Experience Investigators by 360Connext

NOVEMBER 3, 2020

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. Employee journey mapping uses the same concepts and best practices of customer journey mapping to help you: Understand your employee experience better. Provide the resources, tools and support employees need.

Customer Journey Mapping 143

Customer Journey Mapping Net Promoter Score Customer Journey Leadership 143

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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

Heart of the Customer

NOVEMBER 5, 2020

In CX, we all focus on making the experience easier on our customers. (We even made it the title of our book.) But building loyalty isn’t as simple as removing friction. Don’t get me wrong. It’s definitely worthwhile to simplify your customer experience. Friction is a key driver behind loyalty destruction, and your organization will […].

Definition 172

Definition Loyalty Books Customer Experience 172

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. Top Takeaways: Don’t fall into the trap of thinking your service is “good enough.

Customer Expectations 133

Customer Expectations Webinar Technology Customer Centricity 133

TechSee

NOVEMBER 3, 2020

Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service? The result of this shift is an explosion of remote service delivery. Gone is the traditional model of technicians dispatched to a customer’s location, toolbox in hand.

Contact Center 109

Contact Center Innovation Social Media 2019 109

Customer Enthusiast

NOVEMBER 3, 2020

Between March and September of this year, sales at restaurants and bars plunged 27%, compared to the same period in 2019, according to the U.S. Census Bureau. And by April, according to the National Restaurant Association, more than 8 million restaurant employees had been laid off or furloughed. Experts anticipate that between 30% to 50% […]. The post Support local restaurants during Covid-19 appeared first on Steven Curtin.

2019 128

2019 Sales Loyalty Engagement 128

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI). COVID-19 has thrown the spotlight on the age-old mystery of the chicken and the egg.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

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

ShepHyken

NOVEMBER 4, 2020

This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night. It turns out she could follow a recipe and had bought a book that had 365 chicken recipes—one for each day of the year.

Customer Service Training 141

Customer Service Training Social Media Customer Service Representative Books 141

CX Workout - Ideas Blog

NOVEMBER 3, 2020

Three Root Causes and Their Solutions. At Decooda, we believe that underperforming CX programs have three distinct root causes: 1) Lack of Strategic and Structural Alignment. 2) Misunderstanding the True Voice of Customers and Employees. 3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing?

Net Promoter Score 98

Net Promoter Score Employee Experience Customer Satisfaction Metrics 98

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.

Virtual Agent 82

Virtual Agent Customer Service Contact Center Average Handle Time 82

Call Experts

NOVEMBER 5, 2020

The shopping season is about to arrive, and now is the time to be planning. According to Salesforce , “Cyber Week digital traffic is still expected to grow by 28 percent year-over-year (in 2020) — a trend accelerated by nearly ubiquitous access from mobile phones and the fact that fewer people will be rushing to stores on Black Friday.” . One of the best ways to profit off the holiday season is to offer sales and promotions during Black Friday and Cyber Monday.

Contact Center 98

Contact Center Omnichannel 2020 Social Media 98

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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

ShepHyken

NOVEMBER 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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

Article 104

Article 2020 Customer Service Magazine 104

The DiJulius Group

NOVEMBER 4, 2020

How to Understand the Irreversible Impact of the Pandemic on Business 4 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Understand the Irreversible Impact of the Pandemic on Business What a year 2020 has been! For the first time in my life, I understand the saying, “What doesn’t kill you, Read Full Article. The post How to Understand the Irreversible Impact of the Pandemic on Business appeared first on The DiJulius Group.

2020 98

2020 Article Leadership Customer Service 98

Win the Customer

NOVEMBER 6, 2020

In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows. An in-depth look at the one-liners reveals that all power, as far as buying a product or subscribing to a product is concerned, rests with the customer.

Loyalty 85

Loyalty Customer Experience Customer Service Representative Loyalty Programs 85

One Millimeter Mindset

NOVEMBER 3, 2020

Are clients reaching out to you about making hard calls? Mine are. Because their businesses are in trouble. And future sustainability appears uncertain. Thus you serve them in ways which may make you both uncomfortable. Because making hard calls involves having “those” conversations, together. Conversations grounded in mutual trust and respect because of the relationship preceding their request for your input.

Culture 84

Culture Leadership 2020 Innovation 84

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

UJET

NOVEMBER 3, 2020

AI (artificial intelligence) customer service tools weren’t designed to replace your agents. They were designed to help your agents deliver a better customer experience. Nothing can truly replace positive, meaningful exchanges between two people. But when the interactions between your customers and your agents are filled with repetitive questions, long holds, and awkward pauses, the human connection falls to the wayside.

Virtual Agent 72

Virtual Agent Customer Service Contact Center Average Handle Time 72

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Published on: October 30, 2020. Author: Pauline Ashenden - Demand Generation Manager Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you.

Customer Service 117

Customer Service 2020 Customer Relationship Management Blog 117

ShepHyken

NOVEMBER 6, 2020

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no. Whole Foods understands what drives their customers’ purchase behavior.

Insights 101

Insights Customer Service Marketing 2008 101

DemandJump

NOVEMBER 4, 2020

Digital marketing is a strategy where many roads all lead customers to the same destination. Whether it’s social media, email, or paid search ads, the goal of getting new business is the same. How can marketing teams understand whether social media, email, search engine optimization, or a combination of all these are driving customer conversions? The answer is through digital marketing attribution.

Multi-Channel 110

Multi-Channel Marketing Social Media Touchpoint 110

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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

C3Centricity

NOVEMBER 4, 2020

One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs. To be fair, the trends were already there, covid just speeded them up.

Customer Satisfaction 71

Customer Satisfaction Marketing Communication Reference 71

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time.

2020 83

2020 ROI Consumers Blog 83

Kate Nasser

NOVEMBER 1, 2020

If you want to awaken your empathy for others, find out what happened before in order to help them now. Kate Nasser The People Skills Coach™. The post What Happened Before Awakens Your Empathy Now | #PeopleSkills #LeadMorale #CX appeared first on KateNasser.com.

Leadership 102

Leadership Customer Service Customers 102

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. As your team heads into 2021, staying on top of industry trends, innovations, and best practices will be key to maintaining the high level of customer service your accounts now expect while continuing to grow and expand your internal team’s development and education. 5 resources to set your CSMs up for success

Customer Success 70

Customer Success Chief Customer Officer 2020 2021 70

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Customer Journey