Doing CX Right
AUGUST 2, 2021
Is CX & Marketing the same? Is Customer Experience the new Marketing? Read expert views and what you can do with the information to advance success. The post The Great Debate: Is Customer Experience The New Marketing? appeared first on Doing CX Right.
Helpware
AUGUST 3, 2021
Optimize business communication for customer success growth with these effective strategies.
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Education Services Group
AUGUST 4, 2021
Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result.
Alida
AUGUST 6, 2021
Customer communities help companies build relationships with customers, listen to their needs, and gather valuable customer insights. When multiple customers feel that they are a part of something bigger, your organization becomes a force to be reckoned with.
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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.
ShepHyken
AUGUST 3, 2021
Everybody Wants to Rule the World. Surviving and Thriving in a World of Digital Giants. Shep Hyken interviews Ray Wang, Principal Analyst, Founder, and Chairman of Silicon Valley, based Constellation Research, Inc. They discuss Ray’s book, Everybody Wants to Rule the World: Surviving and Thriving in a World of Digital Giants , a groundbreaking guide that reveals which companies will thrive and get crushed by the powerful forces now at work.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
The DiJulius Group
AUGUST 2, 2021
The Best Way to Improve Your Company Culture in Challenging Times By Jess Pischel Employees are the backbone of your organization, and if they are not satisfied, other areas of the business will struggle too. Conversely, a workplace where team members are engaged, feel they are supported by leadership, and have the opportunity to.
Middlesex Consulting
AUGUST 5, 2021
The Great Resignation combined with the silver tsunami will absolutely challenge all of us who are responsible for building and maintaining our organizations! From the Article Earlier this year, I shared my thoughts on an urgent situation facing industrial business leaders: the silver tsunami. As older employees begin planning for retirement, it’s time for industrial […].
Kustomer
AUGUST 5, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Brad Birnbaum , CEO of Kustomer, to learn about how companies can win with their customers in this new space. To learn more about Brad’s vision for future customer success, listen to the full podcast below. A New Wave of Customer. The modern customer demands that companies are accessible on their preferred platforms, including Facebook, Instagram, Twitter, etc.
Zonka Feedback
AUGUST 5, 2021
Net Promoter Score®(NPS) has become the gold standard Customer Experience Metric. More than two-thirds of the Fortune 1000 list currently use the Net Promoter Score to determine customer loyalty. Thousands of leading brands such as Apple, Intuit, G.E., and American Express began using NPS to measure customer loyalty and engagement.
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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
delighted
AUGUST 3, 2021
As our customers expand their experience management programs to multiple touchpoints across the customer lifecycle, they’ve let us know that they’d like a bit more flexibility in the rating scales at their disposal. That’s why, right on the heels of our new eNPS and PMF surveys, we’re excited to announce two more survey templates to help you optimize how you collect feedback and measure your customer experience: A 3-point Smiley Customer Satisfaction Score survey (CSAT-3) A 7-point Customer Effo
Pink Guava
AUGUST 3, 2021
How Empowered Customers can make a difference to your Business In today's digital age, the lines between the physical store and digital experience have vanished. There has been a complete shift as the brick-and-mortar store experience, and multi-digital channels are governed by customer behavior, engagement, and expectations. Businesses earlier focused just on reaching customers, and it was more than enough for customer connect.
ShepHyken
AUGUST 2, 2021
Each week I read many 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. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. (CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.
Uniphore
AUGUST 6, 2021
Demanding callers. Complex processes. Impossible expectations. These are some of top contact center pain points driving employee disengagement today. In our webinar, What Your Call Center Agents Rant About on Social Media , we went beyond the annual Voice of the Employee survey to explore how agents really view the contact centers they work in—and why they’re leaving at an alarming rate.
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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Advantage Communications
AUGUST 4, 2021
Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.
Help Scout
AUGUST 5, 2021
“I was working longer and longer hours just to keep up.” “The tiniest thing would set me off.” “I felt trapped and helpless.” “I had a sense of tunnel vision.” “I told my manager, and all they said was, ‘You’re doing a good job, don’t worry about it.’” “I get to the point where I just don’t want to do anything. A snowball of apathy.” “I came back from sabbatical, and the workload was the same but my perspective was so different.”.
Playvox
AUGUST 4, 2021
I n a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.
Steve DiGioia
AUGUST 2, 2021
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. We decided to take the haybale ride around the farm and got ready to see the sights. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers.
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
ShepHyken
AUGUST 4, 2021
Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.
Totango
AUGUST 3, 2021
A freemium strategy is one of the best ways to sell a SaaS product. However, common freemium SaaS mistakes can thwart this otherwise effective approach. Here we’ll help you steer clear of the most frequent pitfalls SaaS companies encounter when deploying a freemium sales model. First, we’ll consider why a freemium approach works so effectively when it’s executed correctly.
Optimove
AUGUST 4, 2021
In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. Within it, “scaling segmentation” – an essential requirement for a proper retention/loyalty strategy – came in second as the biggest challenge in retention marketing.
Heart of the Customer
AUGUST 3, 2021
Do you feel it? That rumbling beneath your feet? It’s a seismic tremor that’s changing the CX landscape. Back in December, I predicted 2021 would be The Year of CX Data. This summer we’re seeing that play out on an even grander scale than I expected. This pivotal moment in CX history makes designing compelling […]. The post The Year of CX Data Shifts Into Overdrive appeared first on Heart of the Customer.
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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,
ShepHyken
AUGUST 6, 2021
This week we feature an article by Charlotte Blackmore, an SEO Executive and content creator based in Essex. She writes about how using an outsourced call center can be a successful strategy for keeping customers happy. One of the most effective ways of growing a business is through streamlining your customer communications. Providing a quality experience for your customers has a positive impact on generating increased sales and improving overall brand reputation.
Totango
AUGUST 5, 2021
Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. We’ll consider a variety of issues that can cause communication difficulties, ranging from misunderstandings to money to technical barriers.
Lithium
AUGUST 3, 2021
For our 5th episode of Titans of Customer Engagement, Drew Claybrook ( ), Digital Support Community Manager of NetApp, joins the show to discuss his experience with NetApp and how they’re expanding community channels to provide even better customer support. Don't forget to share with your peers , leave us a rating or review, and continue the conversation in the comments section!
C3Centricity
AUGUST 2, 2021
This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago. As mentioned last week, you can download the full white paper HERE. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. In general, it is critical to get the importance level of each function as well as our performance score.
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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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