Futurelab

JANUARY 10, 2021

I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Tags: Annette Franz (Gleneicki) change change management culture change customer centricity Facebook Like. Linkedin Share Button. Tweet Widget.

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Doing CX Right

JANUARY 10, 2021

Journey Mapping is an important component of any CX practice. Stacy Sherman joins Chris Ward from MyCustomer on "Connecting The Dots". The post Understanding Customers Through Journey Mapping appeared first on Doing CX Right.

CX 52

CX Customer Experience 52

Futurelab

JANUARY 10, 2021

In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either. Tags: Annette Franz (Gleneicki) customer experience cx strategy governance Facebook Like.

CX 130

CX Government Customer Experience 130

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. The ability to offer live chat support to your customers – for free – is fantastic. But with so many free live chat software options to choose from, it can be difficult to compare them and figure out what is best for you and your customers.

Social Media 52

Social Media Compliance Customer Service Customer Experience 52

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Customer Loyalty

Futurelab

JANUARY 10, 2021

How do you define customer trust? How do your customers define trust as it relates to your brand? Tags: Annette Franz (Gleneicki) customer experience core values trust Facebook Like. Linkedin Share Button. Tweet Widget.

Customer Experience 130

Customer Experience 130

Futurelab

JANUARY 10, 2021

What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell , founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle! , based on a letter he received from a disappointed customer.

Customer Experience 130

Customer Experience Customer Feedback Customer Service 130