Adrian Swinscoe
JUNE 12, 2023
This is a guest post by Alfonso de la Nuez, the author of The Digital Experience Company and Chief Visionary Officer at UserTesting. More and more […] The post Why customers’ digital experience is key to your company’s survival and success first appeared on Adrian Swinscoe.
Beyond Philosophy
JUNE 15, 2023
Your brand is in a relationship with your customers. Like any relationship, some of them are healthy while others are not. Unfortunately, people often form codependent or dysfunctional relationships with brands. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. We all have relationships with brands.
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ECXO
JUNE 13, 2023
Real-time marketing is about engaging with the customer whenever and wherever they are in their buying journey. Making the most of customer data by using analytics to better understand who your customers are (and what they want) can help you create better real-time customer experiences. Harvard Business Review Analytic Services surveyed more than 500 leaders to help determine how fast and far along the real-time analytics maturity scale businesses are moving.
CX Network
JUNE 15, 2023
How chatbots and large language models are providing automated customer contact resolution, empowering businesses and agents with the tools and data they need
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.
Bill Quiseng
JUNE 14, 2023
Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. In this second week, I give you Principle Two: Create their Experience. QUI Takeaway: Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.
The DiJulius Group
JUNE 12, 2023
If your employee disappoints your Customer, whose fault is that? Typically, the blame is placed on the employee for using poor judgment or being indifferent to the Customer. However, ninety-nine percent of the time blame should be placed on the company or supervisor for putting someone in a position they were not qualified to handle. Read Full Article The post What Most CEOs Get Wrong About Customer Experience appeared first on The DiJulius Group.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Fonolo
JUNE 13, 2023
Today’s customers expect more from customer service. They want prompt, reliable, integrated service and they will not linger if it’s not readily available. Their patience is never shorter than when dealing with your call center. That’s why call-backs have become a contact center essential. If you leave callers on hold, your agents will hear the complaints and your social media timeline will show angry tweets.
Customer Think
JUNE 13, 2023
The application of artificial intelligence (AI) in healthcare has enormous potential to transform clinical procedures and enhance patient outcomes. However, several difficulties, including high prices, are involved with using AI technologies in healthcare settings. Artificial intelligence (AI) reshapes healthcare by altering how doctors identify, treat, and oversee patient care.
eglobalis
JUNE 12, 2023
The Rising Tide of Brand Purpose in B2B , The time of brand purpose The post The Rising Tide of Brand Purpose in B2B appeared first on Eglobalis.
ECXO
JUNE 11, 2023
Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground.
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.
Lumoa
JUNE 14, 2023
You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.
C3Centricity
JUNE 13, 2023
If you’re reading this, then you are probably eager to delight your customers and take your service to new heights. Well, you’re in the right place to learn how to give outstanding customer service. In this article, we will explore … The post 4 Ways to Empower Your Employees to Give Outstanding Customer Service first appeared on c3centricity.
Beyond Philosophy
JUNE 10, 2023
Your customers are having a relationship with your brand right under your nose. Do you know if it’s a strong, healthy one? Our connection with brands is much like any other relationship in our lives, with some being healthy while others are not. Unfortunately, it’s not uncommon for people to form codependent or dysfunctional relationships with brands.
Customer Think
JUNE 11, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! At least that’s my opinion; let me know what you think in the comments. As the digital revolution transforms our business landscape, customers are demanding ever more from their interactions with companies.
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CSAT.AI
JUNE 14, 2023
People love memes. They make relatable experiences shareable in a quick visualized way and sometimes they’re just fun. Here are some customer experience memes I created based on stats to encourage raising your CX. 52% of customers will change providers after one negative impression (Zendesk CX Trends Report 2023) It doesn’t take much to turn customers away.
CX Network
JUNE 13, 2023
A lack of empathy and a high cognitive load are major roadblocks in digital journeys.
Intercom
JUNE 14, 2023
Since we published the 2023 edition of our Customer Service Trends Report earlier this year, we’ve gotten a lot of questions about how recent AI developments would impact the customer service landscape in the months and years to come. To find out, we surveyed more than 1,000 global support leaders and practitioners. We asked them how they’re feeling about AI, what they’re excited – and concerned – about, and how they’re adapting their strategies to take advantage of the monumental opportunitie
Customer Think
JUNE 14, 2023
I once wrote an article about how the future of shopping would all be automated. In this new world, we would shop online and a series of robo-delivery vehicles would whisk our products right to our front doorsteps without the trouble of leaving our homes.
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.
Experience Investigators
JUNE 13, 2023
Do you have a Chief Customer Officer? A few years ago, Gartner reported that nearly 90% of organizations did. Where this vital function should sit in their organizational structures is the lingering question of customer experience management. Like many things, there is no one perfect solution. Instead of prescribing a one-size-fits-all answer, let’s unpack the various possibilities.
Doing CX Right
JUNE 11, 2023
Dennis Geelan, author and entrepreneur, and Stacy Sherman Discuss The "Zero-In" Approach and Practical Strategies to Take Your Customer-Centric Brand To The Next Level. The post The Zero-In Formula: Building A Customer-Centric Brand That People Crave appeared first on Doing CX Right.
Logicalware
JUNE 16, 2023
ChatGPT has taken the world by storm since its launch in November 2022. A quick search for ‘ChatGPT’ on Google yields approximately 775,000,000 results, surpassing ‘Bitcoin’ with its respective 555,000,000. Additionally, ChatGPT has set a historical record for having the fastest-growing user base. Now, the question arises: how can businesses harness the power of ChatGPT to enhance their customer service?
Customer Think
JUNE 14, 2023
What’s in this article for you? Understanding Critical Business Issues (CBIs) can make the difference between successfully closing business vs wasting your time with No Decision outcomes. Helping your prospects recognize their own CBIs can accelerate their buying processes and bolster their business cases.
Speaker: Blackberry, OSS Consultants, & Revenera
Software is complex, which makes threats to the software supply chain more real every day. 64% of organizations have been impacted by a software supply chain attack and 60% of data breaches are due to unpatched software vulnerabilities. In the U.S. alone, cyber losses totaled $10.3 billion in 2022. All of these stats beg the question, “Do you know what’s in your software?
Intercom
JUNE 15, 2023
We don’t usually consider healthcare providers as being in the customer service business – they’re providing medical treatment, after all, not answering questions about a software subscription or helping to sort out a banking query. And yet, there is a huge amount of overlap between customer service and healthcare – ultimately, both involve providing the best possible experience to the people you’re trying to help.
SurveySensum
JUNE 15, 2023
Did you know that a whopping 75% of customers consider customer service as a key factor in their purchase decisions? It’s no wonder companies like Link Net , a telecommunication giant, have made it a top priority to boost their customer satisfaction scores. So, you might be wondering, “What exactly is a CSAT score , and how can it help my business?
ProProfs
JUNE 14, 2023
Recruiting can be a nail-biting experience, with the wrong hire potentially costing companies a fortune. Can you avoid this fate? Absolutely! Cognitive assessment tests can help recruiters find a needle in a haystack, ensuring that candidates possess the necessary skills to succeed. Gone are the days of guesswork and gut-feeling hiring decisions. With cognitive assessment tests, recruiters can level up their recruitment game and make data-driven choices.
Customer Think
JUNE 13, 2023
A strange thing about corporate life is that after you get your annual spending budget approved for your department, you often still have to get approval to spend it. I have plenty of experience with this inefficient exercise in my career, and I tho.
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.
Execs In The Know
JUNE 14, 2023
In today’s digital world, building a culture of security within your organization is crucial. With the increasing number of employees working from home or remotely, both domestically and internationally, ensuring data security and workplace privacy has become even more paramount. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy.
Zendesk
JUNE 14, 2023
No matter which industry you’re in, your business will always face competition for customers—and when market forces turn into headwinds, keeping your most valuable assets can be especially challenging. That’s why embracing a customer-first strategy is essential. Yet adopting a customer-first strategy comes with a set of challenges that must be navigated with forethought and a commitment to execution.
Doing CX Right
JUNE 14, 2023
Explore the power of 'Wow Moments' in enhancing customer experience and building a standout brand. Learn how! The post Leveraging ‘Wow Moments’ for Enhanced Customer Loyalty appeared first on Doing CX Right.
Customer Think
JUNE 13, 2023
I originally wrote today’s post for CX Network. It appeared on their site on March 8, 2023. In a world where products and services are becoming more and more commoditized, customer experience is the only true and sustainable differentiator. That mea.
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JUST RELEASED! New research reveals 92% of business leaders would like to provide additional training to their customer service representatives. Soft skills training stands out as a priority area of investment and/or improvement. Check out The Northridge Group’s latest CX research report —the 7th annual CX survey of 1,000 customers and 250 business executives—to see additional statistics as well as insights that businesses can use to benchmark their customer service and improve the overall exper
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