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 64

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

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 143

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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 121

More Trending

Build Your Customer-First Foundation, Align Your Team, and Unite the C-Suite with Data-Backed Insights

Customer Bliss

As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Guidewell is the parent company of Florida Blue.

2020 117

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?

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 102

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

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!

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.

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 110

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 82

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

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

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

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 61

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 52

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

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

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 58

The Formula for High Performing CX Teams with Matt Freedman

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams.

2020 52

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 56

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

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

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

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 62

Using research to interpret online reviews

Customer Enthusiast

A recent Wall Street Journal article provided a trove of insights into online consumer reviews based on academic research from Dartmouth, Harvard, and others. Some of the research validated what one might expect: that verified reviews have more credibility with consumers than anonymous reviews.

2020 60

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.