2021

What Are Customer Touchpoints?

GetFeedback

Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

Is Customer Experience Worth It? And Much How Should You Invest?

Experience Investigators by 360Connext

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.

2021 162
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5 Leadership Actions to Build Trust With Those Who Serve Customers

Customer Bliss

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.

2021 165

Exploring the Impact of COVID-19 on Customer Behavior

BlueOcean

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.

2021 156

Why Is Patient Engagement Important? | 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

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?

2021 135

More Trending

Customer Experience and Adoption: The Impact of Technology Change Requests

eglobalis

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.

2021 122

Banks & credit unions: Improve your metrics by putting customers first

Alida

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.

2021 130

Rich Emotions Can Overcome Poor Quality

Heart of the Customer

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).

2021 106

Social Media is Bad for Customer Service

Bill Quiseng

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

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!

Audit How You Stack up to the 6 Components of a Customer’s Experience

The DiJulius Group

2021 97

Customer loyalty survey questions

GetFeedback

20 essential customer loyalty survey questions and surveying best practices. Guides

2021 270

Learning Paths: What Are They, & How Can They Create Customer Experience Success?

Experience Investigators by 360Connext

“ 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.

2021 170

Reflecting at the Year Mark: 3 Lessons on Leadership from a Year of Coronavirus

Customer Bliss

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.

2021 151

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!

Here’s why the experts think empathy is the key to customer experience

Comm100

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’.

2021 97

5 Top Customer Service Articles For the Week of January 4, 2021

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.

2021 99

Visual Transformation in Telecom: Endless opportunities

TechSee

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.

2021 145

Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line

eglobalis

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.

2021 125

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

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.

2021 130

CX Success Stories – Butler Ag Equipment

Daniel Group

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.

2021 90

How Technology Can Help Humanize Customer Support

Team Support

The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company.

2021 85

Avoid Customer Confusion

Hyken

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.

2021 81

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.

What is Customer Experience Management?

GetFeedback

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Guides

2021 212

Communicating CX: 12 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

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.

2021 162

How to Deliver Market-Leading Customer Service thanks to Automation

Inbenta

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.

2021 85

Interview: Creating a Clean Experience

Heart of the Customer

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.

2021 100

Frontline Call Center Partners with VBurchett Consulting to Improve Patients' Experiences

Frontline Call Center and VBurchett Consulting are joining forces in modern patient care with a new patient engagement center that utilizes telemedicine.