Customer Think
FEBRUARY 13, 2024
We’ve all had that neighbor. They’re the one you avoid when taking out the trash or collecting the mail because if you don’t, you’re in for it: the dreaded half-hour update on their prize-winning Schnauzer, a deep dive into their latest hobby, or the most recent gossip on their entire extended family.
C3Centricity
FEBRUARY 13, 2024
Last week I spoke about the importance of actioning customer feedback. I want to continue this topic focussing on using the information for continuous improvement of the brands and services you offer. The Custometrs’ Need for Continuous Improvement The only constant in business today is change! And customers expect businesses to be constantly adapting and preparing for their future needs.
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The DiJulius Group
FEBRUARY 13, 2024
Do Your Customers Love You? Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out in delivering exceptional service in the United States. “Customer service is one of those areas that has historically been viewed as a cost, but our data shows that there’s an opportunity to view it.
Customer Think
FEBRUARY 13, 2024
Imagine the frustration when a customer service interaction takes a turn for the worse. Tension spikes, tempers flare, and by the end, everyone feels exhausted and frustrated.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
CallCare
FEBRUARY 13, 2024
The latest NHS public satisfaction survey released in March of 2023 revealed a startling trend – a significant drop in overall satisfaction by 29%[1]. This drop brings the total satisfaction from 70% in 2010 to an egregious 41%. This alarming decline highlights the ongoing struggle of the NHS to satisfy the health demands of the public with the results being lower than it has ever been in 41 years.
Customer Think
FEBRUARY 13, 2024
A True Story to Understand the Importance of Service Recovery For confidentiality reasons the names of the airlines company have been changed to X and Y. Recently, I traveled with my wife to Vietnam with a company X in Business class. I have nothing to say about the service on board; it was excellent.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
FEBRUARY 13, 2024
In leadership, it is crucial to understand the power of both the heart and the head. Every decision, every strategy, and every argument should be grounded in a combination of rational thinking and emotional connection.
Zonka Feedback
FEBRUARY 13, 2024
Emotion detection enables businesses to identify customer sentiments from feedback. Using emotional insights, businesses can find ways to delight them.
Customer Think
FEBRUARY 13, 2024
Design Error I’m in the doghouse. Mrs Lawther asked me to do the washing whilst she was out. As I am a modern man and expect to do my bit, I was happy to comply with the request. Unfortunately, there was a complication. The washing included my wife’s very chic and expensive dress.
Experience Investigators
FEBRUARY 13, 2024
Ready to navigate the choppy waters of customer expectations? Take a seat with Jeannie Walters as we chart a course through the complex seas of customer experience management challenges. In this episode of Experience Action, we tackle the pressing issue of meeting and exceeding client expectations, even when industry woes like staff shortages and technology hiccups threaten to sink our ships.
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 Think
FEBRUARY 13, 2024
New approach closes the feedback gap facing traditional Voice of the Customer (VoC) programs by analyzing 100% of digital customer experiences
Zendesk
FEBRUARY 13, 2024
So, you messed up. Whether you had an off day and delivered a subpar customer experience (CX) , the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. You don’t need to overthink it—we’ve got you covered with 25 customer apology letter templates so you can swiftly say “I’m sorry” and start delivering a solution.
Customer Think
FEBRUARY 13, 2024
Premise: One of the things that I have experienced myself and heard from many other leaders is the feeling of being an imposter. Everyone of us at some point in time, have felt the feeling of being an imposter.
SurveySensum
FEBRUARY 13, 2024
Ever wondered how your Internet startup can stand out in the crowd? What if I told you there’s a secret weapon that works like magic? That secret weapon makes your website or app easy and enjoyable for people – we call it a Better User Experience! Yep, that’s the trick to make your startup stand out and leave a lasting impression. Here’s a cool fact: For every $1 you spend on UX, you get back $100 (that’s like winning the lottery!).
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Customer Think
FEBRUARY 13, 2024
In the ever-evolving landscape of ecommerce, understanding your audience is no longer just important—it’s essential. With nearly every business vying for consumer attention, the key to standing out lies in personalized experiences tailored to individual preferences.
CX Network
FEBRUARY 13, 2024
The Australian Open and Infosys are creating new fan experiences with AI and the metaverse
Customer Think
FEBRUARY 13, 2024
In 1984 the Queen of Rock, Tina Turner, recorded What’s Love Got to Do with It for her album Private Dancer. As you can easily guess, this is the inspiration for this article’s title. My topic? Well, I am not into music criticism but industry analysis, which involves thinking about the impact of recent events.
CX Network
FEBRUARY 13, 2024
Discover why Voice of the Customer programs must be adopted by the whole company
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Customer Think
FEBRUARY 13, 2024
Few matches truly seem to be made in heaven, but in business, the journey from simply being a vendor to becoming a true partner represents a profound shift. In Software-as-a-Service (SaaS), this transition goes beyond traditional business transactions, fostering deeper, more collaborative customer relationships.
1 to 1
FEBRUARY 13, 2024
If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action. Twelve months of toe-dipping and healthy scrutiny provided the launchpad to make some real moves with AI in the contact center, according to two customer experience experts on a recent webinar. The growing role of AI in customer interactions is just one of the major 2024 CX trends examined by TTEC’s Nick Cerise, chief marketing officer, and Tom L
Customer Think
FEBRUARY 13, 2024
Source: Basic Books Predictive mathematical models touch our lives virtually every day. Every weather forecast we watch, hear, or read is formulated based on multiple atmospheric models. And that’s just one example. Predictive models have also become an integral part of modern marketing.
Lumoa
FEBRUARY 13, 2024
Lumoa’s biggest features for 2023 Another year down! Crazy how time flies. And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! So let’s get started counting down our top features of the year, starting with… GPT Summaries Lumoa can now summarize thousands of feedback at the push of a button: Save time – No longer need to read feedback one by one Reporting made easy – C
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.
Customer Think
FEBRUARY 13, 2024
In this 3:42 video, Rika Cuff discusses and shares her strategies for fostering a culture of recognition within organizations. She emphasizes the importance of consistency and accountability, highlighting the power of recognizing and appreciating the efforts of team members.
Totango
FEBRUARY 13, 2024
On this Valentine’s Day, we’re excited to share in the love ! TrustRadius—a platform designed to deliver the most credible resources to help technology buyers confidently make decisions—compared mentions of “love” in all its (grammatical) forms and reviews received for 28,600+ products in 825+ categories and named Totango one of 101 most loved software products!
Customer Think
FEBRUARY 13, 2024
Listen to the podcast: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along. British Idioms: Then, “Bob’s your uncle.
Customer Think
FEBRUARY 13, 2024
I’m writing to complain about vendors – more specifically, the way they’re engaging with customers these days. They seem to forget that we’re the ones paying their salaries; one of the ways to exhibit their commitment to us is by making themselves available.
Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney
Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib
Customer Think
FEBRUARY 13, 2024
Tata Consultancy Services is the inaugural partner in this program, which will combine its deep industry knowledge and advisory services with Conga's innovative Revenue Lifecycle Management solutions
Customer Think
FEBRUARY 13, 2024
AI-powered search capabilities boost global retailer's search revenue by over 220%, conversion rate by over 40%
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