ChurnZero
MAY 18, 2021
This is a guest blog post by Dhruv Mehta from Acquire. Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? It makes it extremely convenient for anyone to find their way and distance from Point A to Point B. A good customer journey map is like Google Maps for your customers.
SmartKarrot
MAY 20, 2021
Tough times like COVID-19 have changed the general norms of business today. The new normal for the customers is to interact and shop with brands online. Having multiple channels to interact with customers is what the brands are striving for these days. 73% of the customers switch between an average of 4 channels during their purchase journey before they freeze their pick.
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inQuba
MAY 16, 2021
How leading businesses are creating value by ensuring that customers get value. Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return. It’s important to understand value in the new economy. Did 2020 lead to customers valuing different things?
GetFeedback
MAY 19, 2021
An overview of customer care the role it plays in the overall customer experience.
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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.
TechSee
MAY 19, 2021
In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency. COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. consumers required assistance during the pandemic.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 19, 2021
Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We begin each meeting with a ritual. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It can be as simple as returning a call quickly or stepping in to help in a crisis.
Alida
MAY 20, 2021
With so many industries forced to adapt to unprecedented change over the last year, Voice of the Customer (VoC) and customer experience (CX) initiatives are becoming critical for any company to be successful. CX professionals are recognizing just how important direct communication with customers is for making decisions and navigating the business to better outcomes.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Kustomer
MAY 20, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen and Vikas Bhambri from Kustomer are joined by Edmund Ovington to learn the secrets to breaking down language barriers. Listen to the full episode to learn more. Why Your Team Needs Language Translation Software. VP of Global Alliances at Unbabel , Edmund Ovington shares why language translation software is a hot topic in the world of CX and how leaders could greatly benefit from these servi
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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
NICE inContact
MAY 19, 2021
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, we’re a worldwide leader in AI-powered contact center software. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform—and elevate—every customer interaction.
ShepHyken
MAY 18, 2021
The Role of Emotional Intelligence in Customer Service. Utilizing Emotional Intelligence Tools in Building Authentic Relationships. Shep Hyken interviews Robin Hills, Director of Ei4Change. They discuss the importance of emotional intelligence in customer service and customer experience. Top Takeaways: In customer service and sales, we build authentic relationships and help our customers to make the right decisions using their logic and emotions.
Hello Customer
MAY 19, 2021
Organizations have multiple touchpoints which define their level of customer centricity. We think of touchpoints such as digital channels and salespeople, but many often forget the one that is perhaps the most important, the contact center. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked.
CSM Magazine
MAY 17, 2021
The global pandemic has accelerated digital transformation and ushered in a Cloud-Smart Era. Tom Goodmanson, CEO at Calabrio, reveals recent research results and shares ideas on how to harness the next level of strategic potential for new and existing cloud-based contact centres. . The COVID-19 health crisis has accelerated digital transformation like never before.
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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Eptica
MAY 21, 2021
Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Stress and burnout are amongst the key reasons for this churn.
ShepHyken
MAY 21, 2021
This week we feature an article Alexa Lemzy, a Customer Support and?Content Manager at TextMagic , a cost-effective, efficient, and secure way to communicate. She shares 5 strategies to build a happy and high-performing remote customer service team. Remote working has many benefits for customer service teams but also comes with some challenges. Managing your customer service team in a way that enables employees to focus on their tasks, work effectively with their colleagues and maintain a health
BirdEye
MAY 21, 2021
The digital environment has been evolving at a rapid pace, and it’s often difficult for location-based businesses to adapt. Marketing teams are often too focused on delivering great experiences across both physical and digital touchpoints to keep up with the latest social media and SEO trends. . We wanted to put together some tips on how businesses can attract more customers across all of their different locations, so we decided to sit down with an industry expert.
ChurnZero
MAY 20, 2021
When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. In the early stages of your Customer Success team’s journey, where you have little organizational oversight or guidance and the amount of work outnumbers the people to do it, just figuring out the right things to focus on can be a paralyzing challenge – not to mention doing those things right.
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
Heart of the Customer
MAY 21, 2021
It’s hard to overstate how much building an emotional connection with customers matters. According to the XM Institute, when the emotional experience is rated highly, 76% of customers are promoters. When it’s rated low, only 6% are. More importantly, when the emotional experience is rated highly, 63% will forgive you when problems arise. But if […].
ShepHyken
MAY 17, 2021
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. How to handle customer complaints? 6 tips you must know by Alibaba.com. (Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically.
CX Workout - Ideas Blog
MAY 17, 2021
In this webinar, Decooda’s Chief Insights Officer, Kirsten Zapiec, and IntelliShop’s Vice President, Greg Dale, demonstrate how to take insights and turn them into outcomes through effective mystery shopping integrated with imaginative questions. Moving beyond tasks, check lists and rating scale to understand how shoppers truly experience a brand.
The DiJulius Group
MAY 18, 2021
The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally. Excellent customer service companies train two distinct customer service skills. Read Full Article. The post The #1 way to Teach your Employees to have incredible Customer Empathy appeared first on The DiJulius Group.
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Oracle
MAY 21, 2021
The Americans with Disabilities Act (ADA), 21st Century Communications and Video Accessibility Act (CVAA) , and other laws forced companies to make their stores, marketing campaigns, and other aspects of their business more accessible to people with disabilities. And many brands began to realize that huge portions of their customer base benefit from such accommodations.
Zeisler Consulting
MAY 18, 2021
As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time. I love working and speaking with them, if for no other reason than that, within these lines of business, there’s so much potential to differentiate among competitors from a CX persp
Totango
MAY 19, 2021
If you’ve purchased a home in recent years (or if you’re just someone who enjoys real estate “window shopping”), it’s likely you’ve used a tool like Zillow or Trulia to help you in your house hunt. These sites allow you to narrow down your search by categories like price, location, home type, number of bedrooms and bathrooms, etc. Since the purchase of a home is such a major decision, it’s useful to have a tool to help you sift through the available options and narrow down your search to just wh
Conversocial
MAY 20, 2021
Supply chains, waistbands and family relationships - all things put under a far greater strain than would be preferable since March 2020. For the purposes of this article, we are just going to focus on the first one. Over the course of the last 12+ months countries have been in fluctuating states of lockdown, creating issues around factories, transport, stores and every link in between that makes the global supply chain function.
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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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