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What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
2021
Is Customer Experience Worth It? And Much How Should You Invest?
Experience Investigators by 360Connext
FEBRUARY 9, 2021
Is customer experience worth it? This is a question I get all the time. C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for.
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Trending Sources
5 Leadership Actions to Build Trust With Those Who Serve Customers
Customer Bliss
JANUARY 28, 2021
Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently.
Exploring the Impact of COVID-19 on Customer Behavior
BlueOcean
MARCH 31, 2021
What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
How to Care More About the Customer Than the Sale
ShepHyken
MARCH 17, 2021
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that?
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
More Trending
Customer Experience and Adoption: The Impact of Technology Change Requests
eglobalis
JANUARY 27, 2021
Customer Experience and Adoption The Impact of Technology Change Requests. The post Customer Experience and Adoption: The Impact of Technology Change Requests appeared first on Eglobalis.
Banks & credit unions: Improve your metrics by putting customers first
Alida
MARCH 24, 2021
The digital revolution offers incredible opportunities for credit unions, community banks, and retail banks to deliver better customer experiences , increase engagement, and build lasting relationships.
Rich Emotions Can Overcome Poor Quality
Heart of the Customer
JANUARY 16, 2021
Customer experience has three components: Effectiveness, Ease, and Emotion. But too often, CX programs focus only on the first two. Because they’re simpler to address. Emotion is more elusive and complicated. But it’s where true loyalty is earned (as opposed to just preventing disloyalty).
Social Media is Bad for Customer Service
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.
How Call Lifecycle Details Help Increase Customer Satisfaction
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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!
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Audit How You Stack up to the 6 Components of a Customer’s Experience
The DiJulius Group
FEBRUARY 24, 2021
Customer loyalty survey questions
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
Learning Paths: What Are They, & How Can They Create Customer Experience Success?
Experience Investigators by 360Connext
MARCH 8, 2021
“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board.
Reflecting at the Year Mark: 3 Lessons on Leadership from a Year of Coronavirus
Customer Bliss
MARCH 22, 2021
As we round the corner on the one-year mark of this pandemic, I want to take a moment to reflect on some of the key lessons that still hold true. Even as more people get the vaccine and we slowly edge into “normal life,” it’s vital for us not to waste this opportunity.
The Best Sales Forecasting Models for Weathering Your Goals
Advertiser: ZoomInfo
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!
Here’s why the experts think empathy is the key to customer experience
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
5 Top Customer Service Articles For the Week of January 4, 2021
ShepHyken
JANUARY 4, 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.
Visual Transformation in Telecom: Endless opportunities
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m.
Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line
eglobalis
JANUARY 9, 2021
Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.
Measuring Up: Choosing the Right Score for Your Community
Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth
On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!
Are You Prioritizing Patient Experience?
Alida
APRIL 14, 2021
If the constantly changing state of the healthcare industry has left you reeling, you’re not alone. There’s no doubt about it: The pandemic has been a major stressor for the healthcare community. But, in many ways, it has only accelerated shifts that were already inevitable.
CX Success Stories – Butler Ag Equipment
Daniel Group
FEBRUARY 5, 2021
Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.
How Technology Can Help Humanize Customer Support
Team Support
APRIL 15, 2021
The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.
Avoid Customer Confusion
Hyken
APRIL 7, 2021
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made up their minds about what they are going to buy before they ever leave their home or office.
Customer Engagement Is a Two-Way Street
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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.
What is Customer Experience Management?
GetFeedback
MARCH 30, 2021
How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides
Communicating CX: 12 Tips for Talking About Customer Experience
Experience Investigators by 360Connext
FEBRUARY 23, 2021
Customer experience is not a fad or a trend or a buzzy phrase. And yet organizations often treat it like it is. They hang a banner, then ignore it. They announce it as an annual theme, then forget it by February.
How to Deliver Market-Leading Customer Service thanks to Automation
Inbenta
MARCH 30, 2021
Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands.
Interview: Creating a Clean Experience
Heart of the Customer
MARCH 9, 2021
How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning.
Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences
Advertiser: Frontline Group
Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.
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