Heart of the Customer

MARCH 12, 2021

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

B2C 167

B2C Customer Satisfaction CX Customer Experience 167

Steven Van Belleghem

MARCH 12, 2021

What’s going on with the rise of branded coins and NFT? Most of you have been following the evolution of ‘traditional’ crypto-currencies like Bitcoin and Ethereum. In the past few weeks and months two new trends have started to emerge. The rise of branded coins. In the past few weeks, different people in the digital content creation world have launched their own crypto-currency.

CXM 98

CXM Customer Experience Sports Customer Experience Management 98

Zendesk

MARCH 12, 2021

In late January 2021, CX executives and industry leaders gathered for an intimate conversation with CNN anchor Fareed Zakaria, author of 10 Lessons for a Post-Pandemic World , to discuss the challenges that business leaders currently face. Zakaria’s book spans political, socioeconomic, environmental, and public health considerations and shows us how business and world events are inextricably tied.

CX 98

CX Hospitality Hospitality Government 98

SugarCRM

MARCH 12, 2021

Our lives revolve around data from our computers to mobile phones to wearable technology, they tell us the time, what we should be doing, and help us find our way in a busy world. The reason we love this data is it’s easy and we don’t have to do much more than set it up and forget it. It’s seamless and effortless, everything we want when it comes to technology.

Sales 32

Sales Artificial Intelligence CRM Technology 32

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Zendesk

MARCH 12, 2021

In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams. 98% of mid-to-large-sized companies implemented new tools or processes. 89% of leaders at mid-sized companies and 91% at enterprise businesses say the pandemic sped up technolog

CX 52

CX Customer Expectations Technology Technology 52

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. We’ll also provide a customer journey map template you can adopt and adapt to optimize your customers’ experience and increase client retention.

Customer Journey Map 65

Customer Journey Map Net Promoter Score Customer Retention Sales 65

CallCare

MARCH 12, 2021

At CallCare, client satisfaction is one of the most important metrics showcasing the success of our renowned services. Learn more about three of our services that are a part of our bespoke solutions. Whilst being some of our most common service solutions, Telephone Answering, Virtual Reception and Virtual Switchboard may share some similarities, but here we discuss the differences.

Customer Experience 52

Customer Experience 52