GetFeedback
DECEMBER 16, 2019
Having a great restaurant and serving great food at competitive prices is no longer enough. Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback.
InMoment XI
DECEMBER 17, 2019
Using Video Technology to Inspire Action User generated video is becoming a ubiquitous part of modern life. According to research, consumers spend more than 80% of their screen time on mobile devices. Each and every one of us now has access to the tools needed to capture and record our thoughts, feelings and opinions on. View Article.
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Experience Investigators by 360Connext
DECEMBER 17, 2019
2020 is Almost Here… With the new year — and the new decade! — just two weeks away, we’re all turning our attention to where CX will go in 2020 and beyond. And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so!
BlueOcean
DECEMBER 16, 2019
Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Before we sign off for the holiday break, we want to give shouts to all the frontline agents and coaches holding it down for clients and customers in co
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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.
Beyond Philosophy
DECEMBER 20, 2019
Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
TechSee
DECEMBER 17, 2019
The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. It’s no longer just about providing a reliable service to customers who have been loyal for decades – it’s about providing effortless utility customer experience.
ShepHyken
DECEMBER 18, 2019
Last week, I shared ten ideas to drive a better customer experience in 2020. As promised, I’m back with ten more tips. If you haven’t read part one yet, you can do so here. Or, you can see all these suggestions at once by reading my recent Forbes article. Without any further delay, here are ten more ways to create a better customer experience in 2020.
Beyond Philosophy
DECEMBER 20, 2019
What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.
Alida
DECEMBER 19, 2019
The past three weeks have been a whirlwind. I can't thank everyone enough for the warm reception I've received as the new CEO of Vision Critical. It is an honor to lead Vision Critical and be part of what will become an amazing growth story in the CXM market. I love working alongside our customers to drive solid outcomes, and I already feel a powerful connection with our employees, partners, and clients as we continue our transition to a leader in the customer experience management (CXM) field.
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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
Kustomer
DECEMBER 20, 2019
The final days of 2019 are drawing to a close, and that means it’s time for Kustomer’s year-end wrap up. It has been an exciting year, with much growth and development not only for Kustomer, but for the customer service space as a whole. Here are some of the most memorable highlights: Top Customer Service Trends of 2019. The throughline of all developments in customer service this past year have stemmed from one fact: customer expectations are growing and brands are struggling to keep up.
ShepHyken
DECEMBER 17, 2019
The Hospitality Mentality. Tips to Creating an Amazing Customer Service Experience in Hotels and Beyond. Shep Hyken interviews Rupesh Patel. They discuss Rupesh’s “secret sauce” to creating an amazing guest experience across his hotels, and how those ideas can translate to the larger customer service world. Top Takeaways: Don’t make the mistake of caring more about money than customer service.
ReviewTrackers
DECEMBER 16, 2019
Does your organization really want five-star reviews across the board? It’s easy to dismiss the question as silly. Of course you want five-star reviews (!) — especially in the age of Yelp, Facebook, and TripAdvisor. If the kind of customer feedback posted publicly on online review sites and social media channels can indeed make or break your business, wouldn’t you rather everything be positive and perfect and full of praise?
Upstream Works
DECEMBER 18, 2019
There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and it’s staggering to consider how much the contact center has changed over the last decade. The coming decade will likely bring just as much change, and in our view, the best way to understand that is through the lens of digital transformation.
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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Michel Falcon Experience
DECEMBER 16, 2019
I didn’t finish post-secondary university to earn my business degree (BA) nor do I have an MBA. I don’t believe either teach you how to properly fire someone. Whether they do or not, many people I know leading companies and teams haven’t properly been taught how to either. When I read Bob Iger’s book he outlined his philosophy on how to fire someone. .
Customers That Stick
DECEMBER 19, 2019
In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt. Check out the video below to hear Adam’s one win that you can take away from The Goal: A Process of Ongoing Improvement to improve your organization’s customer experience and customer service. [link]. About The Goal: A Process of Ongoing Improvement.
ProProfs Chat
DECEMBER 20, 2019
79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers. When customers know that their concerns are being handled by expert humans, they get that assurance that they are trusting the right people with their money. .
SurveyGizmo
DECEMBER 18, 2019
A Guest Blog by Ashley Halsey. Many companies ask for customers’ feedback, and they’ll spend a lot of resources on gathering data and opinions. But the outcome is not always what they expect. If organized correctly, a feedback loop can be beneficial for both customers and the company. By responding, you show your customers that your company really cares about their feedback about your products and services, and what you can do better.
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
Call Experts
DECEMBER 18, 2019
Automated phone lines are a powerful resource for interactions with your customers. AI-powered solutions offer cost savings, call efficiency, and real-time reporting. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. The difference in great automation and poor automation can mean the difference in your business.
The DiJulius Group
DECEMBER 18, 2019
5 Quick Tips To Help You Make Price Irrelevant 1. Customer Service Best Practice Are You Sure You Know Why Your Customers Are Loyal? By Jess Pischel Jed’s Barbershops in Salt Lake City, Utah provides more than great haircuts—Jed’s provides an exceptional customer experience. They are unique in the sense that they do not take. Read Full Article. The post 5 Quick Tips To Help You Make Price Irrelevant appeared first on The DiJulius Group.
Totango
DECEMBER 19, 2019
Your customers are working with you because your company’s products and services are valuable The quicker you can deliver that value, the more likely you are to build trust and loyalty with customers. When you have customer loyalty, you have the basis for an ongoing relationship that generates customer lifetime value. Thanks to the digitization of business, your customers have more choices than ever before.
UJET
DECEMBER 17, 2019
According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.” Legacy customer support platforms were developed for the preferred communication channels at that time, which was traditionally voice.
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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,
Eptica
DECEMBER 18, 2019
Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. Author: Pauline Ashenden - Marketing Manager Christmas is nearly upon us and children all around the world are eagerly awaiting the sound of sleigh bells and the arrival of Father Christmas with his sacks of presents.
Solvvy
DECEMBER 17, 2019
The rise of AI may sound like a futuristic sci-fi movie plot, but when you take a closer look at the recent technology developments and predictions, the way we work and live will soon be upended in ways not seen since the Industrial Revolution. AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015.
Totango
DECEMBER 17, 2019
The ideal customer experience provides seamless, consistently high-quality support every step of the way. Customers often work with many different teams at your organization throughout the customer lifecycle. Keeping track of all of these engagements can be daunting, but effective communication and making customer information transparent and accessible throughout the company ensures an excellent experience.
Education Services Group
DECEMBER 17, 2019
The term ‘buyer persona’ may be everyday nomenclature for marketers and sales professionals, but in some organizations, those on the post-sales side of the business may not realize that understanding and developing buyer personas is not just for marketing and selling, but can also make a dent in your goal of improving customer experience. Although buyer personas can be used to accomplish sometimes disparate goals across multiple departments, they can and should be universally used as a technique
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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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