Ascribe
JULY 28, 2020
How much of your business data is sitting around unused? You may have many ways to work with structured data, but your unstructured data gets overlooked due to the difficulty involved in the process. Relying on structured data alone means that open-ended comments and responses don’t factor into your reports and business goals. You could. Read more » The post How Text Mining Impacts Business appeared first on Ascribe.
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Customer Enthusiast
JULY 29, 2020
There is a lot of talk about voice of the customer (VoC) in customer experience (CX) circles. Most of it has to do with sifting through lots of data to determine what customers say about their needs and their perception of how well companies meet those needs. Sometimes the data comes through feedback surveys in […]. The post Three simple ways to improve CX appeared first on Steven Curtin.
ShepHyken
JULY 29, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.
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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.
GetFeedback
JULY 25, 2020
Nine ways for CX and Marketing teams to work better together in optimizing the customer experience.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Vanilla Forums
JULY 29, 2020
All companies look for ways to deliver customer support that's faster and better than their competitors because that's what customers want. And when customers get what they want, they're less likely to leave. But most companies also think that delivering superior customer services comes with a hefty price tag. These companies, as it turns out, are happily mistaken.
eglobalis
JULY 26, 2020
How Complexities Prevent and Improve Employee and Customer Experience. The post How Complexities Prevent and Improve Employee and Customer Experience appeared first on Eglobalis.
Heart of the Customer
JULY 31, 2020
You probably moved into customer experience (CX) because of a passion for customers. You chose this space because you know that if you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer, and both the business and your customers will prosper. But actually improving the experience is hard. […].
TechSee
JULY 29, 2020
Jonny is a field technician for a major home appliances brand. He starts his day bright and early at 8:00 am. After fighting his way through rush hour traffic, he arrives at the office at 8:50. Over his bagel breakfast, he spends a few minutes with his colleagues, rehashing the big game last night, before heading to his first appointment across town.
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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
Totango
JULY 31, 2020
Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. For SaaS companies especially, the speed and ease with which your customers can progress through new user onboarding will act as the first indicators of how smooth their use of your product will be going forward.
Beyond Philosophy
JULY 25, 2020
Mastering the Illusion of Control. Humans often feel like we have more control over things than we do. Despite overwhelming evidence to the contrary—and even regular common sense—we think that if we do things in a certain way, we can influence what happens around us, particularly during sporting events. This concept is called the Illusion of Control.
ShepHyken
JULY 28, 2020
The Golden Rule in Customer Service. Empowering Employees to Take Care of the Customer—Always. Shep Hyken interviews Chuck Surack , Founder and CEO of Sweetwater. They discuss strategies for building a culture of amazing customer service and experience. Top Takeaways: Good customer service and experience is a competitive advantage; it sets your company apart from competitors.
Ecrion
JULY 28, 2020
1. Nurture Leads | 2. Personalize Customer Service | 3. Improve Relationships | 4. Connect Across Many Channels |. 5. Understand Your Customer | 6. Value the Customer’s Time | 7. Use Data for Better Decisions | 8. Streamline the Buyer’s Journey. We’re in the age of automation. And it’s changing how companies reach and relate to their customers.
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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Totango
JULY 31, 2020
As virtual teams and remote engagement become the norm for Customer Success teams, staying on top of customer needs and expectations is becoming more challenging. In particular, correctly identifying, engaging, and managing your key stakeholders is critical to driving adoption, minimizing risk, and ensuring long term relationship success. Yesterday, Totango hosted our third CXO series event for Customer Success executives.
Fox Metrics
JULY 27, 2020
People visit your site to find solutions to their problems. This is why the first thing about SEO is to understand your audience. The question then is, how well do you know your customers? Most marketers assume they know much about their target audience because they have the probable keywords used to search for their products. But they are very wrong.
Eptica
JULY 29, 2020
Date: Wednesday, July 29, 2020 Author: Guest author: Jeanne Bliss Does your customer experience pass the #MakeMomProud test? Part 2. Published on: July 29, 2020. Author: Guest author: Jeanne Bliss In our latest guest posts, CX expert Jeanne Bliss has been sharing case studies from her new book Would You Do That To Your Mother? These highlight the need to understand the personal impact of your decisions on customers – essentially, would your mother be proud of what you are doing when it com
Oracle
JULY 31, 2020
Oracle CX Marketing has kicked off season 2 of “On the Fly”—a video series with small, 2-minutes-or-less bites of marketing tips, advice, and training from marketing experts. Kicking off season 2, here are 5 customer experience tips during a time of uncertainty from the marketing pros. To view the full video series, check out the YouTube playlist or the Modern Marketing Blog.
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
CSM Magazine
JULY 30, 2020
To have a successful business, you’re going to need to use marketing strategies to attract new customers and keep loyal ones excited about shopping with you. There are many ways to advertise your company now with the digital world we live in. Some of the best ways to utilize your go to market strategy are with social media, emails, and advertisement.
Advantage Communications
JULY 30, 2020
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy. In fact, in a recent blog titled, ‘ How to Seamlessly Merge Employee Experience and Customer Experienc e ’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience with world-class customer experiences.
Zeisler Consulting
JULY 31, 2020
You’ve likely heard about the concept and practice of “closing the loop” or a “closed-loop feedback” (CLF) cycle. What is it, and how does it work? There are actually a couple types of closed-loop feedback systems depending on whether you’re talking about internal or external feedback. Internal refers to an employee feedback mechanism where as an external closed-loop feedback system is geared toward the Customer’s inputs and what you do with them.
Feedbackly
JULY 30, 2020
Customer Experience (CX) has begun to impact more and more industries as of recently, and insurance is one of them. As an industry that. Source.
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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,
CSM Magazine
JULY 30, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with. If you ask the CEO of a big company or the owner of a small business, I bet they would say the same. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.
Interactions
JULY 29, 2020
J.D. Power Utilities expert Andrew Heath believes senior utility execs are fast realizing focusing on customer engagement is no longer a “nice-to-have” but is instead a must-have, especially across digital channels. While digital channels are increasingly a growing means for consumers to reach their utility when service is required, the majority of customer care issues are still handled by contact center agents.
ShepHyken
JULY 31, 2020
This week we feature an article by Ashwini Dave , a digital marketing expert at Acquire. She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity.
SurveySensum
JULY 28, 2020
The survey response rates are a strong indicator of relationship strength with your customers, especially with the large strategic accounts in B2B Saas. . It gives you an opportunity to engage with your customers and understand what is working and not working for them. The valuable feedback gets you an accurate predictor of retention and offers you with trustworthy insights that can help you in adopting the VOC program across your organization. .
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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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