Sat.Oct 24, 2020 - Fri.Oct 30, 2020

5 common CX metrics: What they measure and where they fall short

BirdEye

Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations.

Developing True Business Integrity Throughout Your Organization

Integrity Solutions

Values statements are helpful, but they’re not nearly enough. The “culture champions” — those organizations that make integrity a way of doing business — are the ones that stand apart from the rest. The Value Of Integrity. How important is integrity in business?

2020 82
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It’s Finally Time for Frictionless Financial CX

Think Customers

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of change into a few months.

Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.

2020 153

The History of the Word "Hacker"

According to one of the best English etymological dictionaries available, the word "hacker", with the sense of evil/good and brilliant computer programmer, was born in the halls of MIT. This fact alone reminds us that culture and words begin in actual places. At that time, to hack code, or hack out code, had a negative connotation. Where did this come from? Read this eBook to learn how the word "hacker" has evolved.

Facemasks, safety signs, and hand sanitizers won’t keep your customers

Bill Quiseng

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers.

2020 132

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Overcoming the CXM plateau: Take customer experience to new heights

Alida

Creating a better customer experience is great for business, so it’s no wonder that so many brands have made customer experience management (CXM) a top priority. After all, what’s good for the customer is always good for the business too.

2020 130

Guest Post: How Voice Technology Can Improve Customer Service

ShepHyken

This week we feature an article from Esther Lowde, a Marketing Executive at telbee. She writes about how businesses can utilize modern voice technology to create a better experience overall for their customers. What is the best way to improve relationships with your customers?

The Five Rules for Affecting Real Culture Change

Beyond Philosophy

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work.

Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not

eglobalis

Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis.

2020 103

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

For B2C, Cleanliness Is the New Black

Heart of the Customer

Let’s not beat around the bush: $#@&*%! coronavirus trashed your journeys. Prior to the pandemic, organizations had clear strategies on how to serve their customers, working to deliver an ever-improving experience to earn loyalty. A better experience is still required…but how we go about providing it – and what “it” even is – has completely […]. The post For B2C, Cleanliness Is the New Black appeared first on Heart of the Customer.

B2C 84

The New Executive Position: CLO (Customer Love Officer)

ShepHyken

The word love is not used that often in the corporate or business world. It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers.

2020 111

Human Motivations Amid Disruption: 5G, COVID-19 & More

Chadwick Martin Bailey

Answer : Massive disruption as we know it. Let’s start with the global pandemic. Like everyone, my household has had to adapt drastically in the face of a pandemic. In addition to stocking up on toilet-paper , our family’s digital dependence has sky-rocketed.

2020 74

How to Write Good Customer Survey Questions

ProProfs Chat

Are you happy with our product? How likely will you recommend our product to your family or friend? Where can we improve? These customer survey questions are a great way to check your customer’s happiness with your products and services. .

2020 72

Leadership Panel: Lessons Learnt from a Global Support Community

Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums

Are you struggling to support your global community? Or, are you not even sure where you should start. Establishing a global support community comes with many many questions. How do you encourage your customers to help others? What are the key metrics to measure? What are the biggest challenges? Our super panel consists of community leaders from around the world, each of whom, have experienced and overcome the challenges of a global support community. They are ready to share the trials and triumphs, and everything in between, on the road to a successful community.

EX: where external + internal customer loyalty pays

Customercount

The external customer experience (CX) + internal employee experience (EX) equals a winning solution. It sounds like something you would learn on your first day of business school. But that doesn’t make it any less relevant, especially in these COVID-dominated times.

Amazing Business Radio: Matthew Barnett

ShepHyken

Automate the Process, Never the Relationship. The Secret to Building Amazing Company Culture. Shep Hyken interviews Matthew Barnett , the CEO and “Papa Bear” of Bonjoro. They discuss strategies for delighting your customers by delivering amazing service.

2020 90

The rise of the mobile workforce: 4 trends and benefits

Talkdesk

Several years ago, I was doing a research project for a leading telecommunications company. The company was seeking insight into low net promoter scores (NPS) and brand loyalty. Customers loved the quality of their internet services, but still wouldn’t recommend them to anyone. One of the factors influencing low recommendation rates was how ungroomed field technicians looked when they visited customers to install hardware.

2024 56

10 Shopify Apps for Better Customer Experience

Provide Support

The post 10 Shopify Apps for Better Customer Experience appeared first on Provide Support Blog. Articles Best Practice Instructions Tips and Tricks customer experience apps Live chat for Shopify Shopify apps Shopify customer service apps

2020 64

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

Reimagining the Contact Centre for the Future

CSM Magazine

Adam Taylor, MD at VeriCall reveals a radical new approach to providing high volume service operations that support redesigned customer journeys across multi platforms. In the last decade the way people maintain contact with each other has changed immeasurably.

2020 52

5 Top Customer Service Articles For the Week of October 26, 2020

ShepHyken

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. Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo.

2020 59

Best Chatbots – Top AI Chatbot Technology in 2020

Comm100

By now, you likely already know. You know that the best AI chatbots reduce operational costs and provide cost effective 24/7 availability. You’ve read it before. You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots.

2020 56

Part 1: Soft Skills Customer Service Staff Need to Make Customers Happy

Team Support

Customer service can effectively make or break your business in the eyes of customers. According to Small Biz Genius , 95% of customers indicated that customer service is a decisive factor in their brand loyalty.

2020 55

Generic ASR Will Never Be Accurate Enough for Conversational AI

What type of ASR is able to be tailored to your Conversational AI? It is an End to End Deep Learning ASR. This type of ASR can be trained with your audio data to make sure the intent is captured and the transcription is accurate for your use case. It can also be continually trained and improved to gain more accuracy and focus. Read this eBook to find out how a Conversational Al system determines the intent of the conversation and focuses on the important words.

5 Rules for Affecting Real Culture Change

Beyond Philosophy

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

The journey to becoming a Customer Success Professional – By Irit Eizips

SurveySensum

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

2013 56

Measuring the Customer Experience in a Socially Distanced World

Second to None

The pandemic has been a catalyst to new consumer behaviors and expectations. Brands in all industries have had to pivot their business models to match these new expectations. . The problem is, even with the needed adjustments, many businesses are still seeing customer churn — and they don’t know why.

5 Common Digital Transformation Mistakes and How to Avoid Them

Kustomer

You’ve no doubt heard of digital transformation before. Maybe the term has been batted around the boardroom, maybe you already have a strategy in place, or maybe you’ve skipped over it, deciding it wasn’t necessary for your business. Digital transformation is more important now than ever before.

2020 89

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.