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Customer loyalty survey questions
GetFeedback
JANUARY 13, 2021
20 essential customer loyalty survey questions and surveying best practices. Guides
2021
Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting
Experience Investigators by 360Connext
JANUARY 12, 2021
Voice of the Customer: An Overview. Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing. . No, the secret to success isn’t mind-reading. It’s a Voice of the Customer program (VoC).
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Trending Sources
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.
The TechSee Delivery Team – Driving change through exceptional delivery
TechSee
JANUARY 18, 2021
How cool would it be if you could just dial up a “smart” instant assistant to help you set up your latest “smart” doodad. It could save you the frustration of staring at your unboxed new toy and wondering what to do next. Yeah – well, been there, done that.
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.
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.
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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
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).
Top 50 Customer Success Influencers 2021
SmartKarrot
JANUARY 5, 2021
The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners.
ChurnZero’s 10 Customer Success Leaders to Watch in 2021
ChurnZero
JANUARY 8, 2021
Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.
Channel Software Tech Stack 2021
Forrester Jay McBain
JANUARY 12, 2021
^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners.
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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How to Create an Emotional Connection in a Digital World / The Most Remarkable Customer Service Story I have ever Heard
The DiJulius Group
JANUARY 6, 2021
The Most Remarkable Customer Service Story I have ever Heard When is the best time to invest in your customer experience? 18 months ago. When is the second-best time?—NOW! Now is the time to make your organization’s customer experience your single biggest competitive advantage.
Customers say the darndest things
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars
Six Ways to Actively Build a Customer-Centric Culture
Experience Investigators by 360Connext
JANUARY 5, 2021
You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . Where does this organizational magic come from? In a word, it all comes back to the culture.
Love Your Employees As Much As You Love Your Customers
Kerry Bodine
JANUARY 18, 2021
While my co-author Harley and I were prepping Outside In for publication back in the spring of 2012, I learned about the strange practice of soliciting “blurbs,” those pithy words of praise on a book’s back cover that tout the messages inside.
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!
After UK Coronavirus Lockdown #3, Will Remote Contactless Customer Support be Here to Stay?
TechSee
JANUARY 14, 2021
With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown.
Shep’s 2021 Top 10 Business Predictions
ShepHyken
JANUARY 6, 2021
Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter.
What is NPS: the Concept and Formula
Wootric
JANUARY 21, 2021
You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do we have? How many Detractors?” You may be asking yourself “What is NPS and what should we be doing with it?” . Net Promoter Score (NPS) is a simple, powerful measure of customer loyalty.
The Truth About Moments of Truth
Heart of the Customer
JANUARY 20, 2021
After reviewing The Journey Mapping Playbook earlier this month, it struck me that one of the biggest misses in the book (outside of the flawed methodology) was its failure to touch on Moments of Truth.
Community: Executives, Take Note!
Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone
While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.
5 Ways to Automate Contact Centers with AI in 2021
Upstream Works
JANUARY 7, 2021
AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. One of the biggest drivers for AI is automation.
How to Calculate the ROI of Customer Experience
Opinionator
JANUARY 8, 2021
The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably.
4 Key Takeaways For Brands From CES2021
Forrester Jay McBain
JANUARY 19, 2021
Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches?
How to Create a Customer Experience Journey that will Produce Amazing Results
The DiJulius Group
JANUARY 13, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC).
Your Guide to Boosting ROI Through Customer Support
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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.
What Are Customer Touchpoints?
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
How to Leverage Chatbots for Streamlined Recruitment Efforts
Inbenta
JANUARY 6, 2021
Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all.
The Light At The End of The Tunnel: Reimagine Your Customer Experience
Beyond Philosophy
JANUARY 8, 2021
It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.
If we can see it, we can fix it: How vision is expanding the roles of customer service staff
TechSee
JANUARY 18, 2021
There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles.
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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