Customer Experience Management Tips & Best Practices
Callminer
JULY 1, 2019
Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.
Callminer
JULY 1, 2019
Does your company’s CX management program stack up? These 25 expert tips will help you transform your customer experience and boost customer loyalty.
Myra Golden Media
JULY 2, 2019
For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this. In the past, I’d hide out in the back of the room, mentally preparing and praying, and only go up after I was introduced.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lumoa
JULY 2, 2019
Actionable insights are data sets that prescribe any direct, meaningful actions you can take based on the analysis of raw data.
Beyond Philosophy
JULY 5, 2019
The Vital Art of Creating Memorable Messaging. When we make buying decisions, we usually are choosing from a short list of options. Our memory assembles these options. So, from a Customer Experience perspective, it is vital that your product or service is one of these options recalled at the moment of the buying decision. In this episode of The Intuitive Customer podcast, we explore how our memories generate these choice sets for buying decisions.
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.
Intercom, Inc.
JULY 3, 2019
Myra Golden Media
JULY 2, 2019
Imagine your next phone call is from an angry, irate customer, and you’ve only got a few seconds to gain control. Are you 100% confident you can handle it? If not, I’ve got the perfect program for you. Tae my 3 0-minute De-escalation Online Training , and you’ll be able to: Handle Any Difficult Customer. I promise, after just 30-minutes with me in this special “3-Step De-escalation Method” on-demand workshop, you will be inspired and thrilled with how much more productive you can be at getting a
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
C3Centricity
JULY 3, 2019
Which did you answer subconsciously when you read the title? Do you consider your packaging to be a part of the product, protecting its contents and framing its on-shelf life? Or do you consider it to be an integral part of your connection with your customers at an important moment of truth, that of purchase and usage? If you answered both, then I believe that you are making maximum use of your packaging or at least you recognise its potential for communication.
DMG Consulting
JULY 1, 2019
The Ideal Contact Center Solution. 6/3/2019. By Donna Fluss. I often think about what it would take to make the perfect contact center infrastructure solution, ACD, dialer, IVR/IVA, CTI, universal queue, etc. Obviously, perfect is in the eyes of the beholder, but there has to be a way of creating a contact center solution that is omni-channel, easy to provision, set up, install, implement and operate.
Customer Bliss
JULY 1, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Ever been looked at sideways at a car repair shop? You know what I mean. You’re explaining a problem to the car repair guy or your plumber and an issue you’re having repeatedly, in this one instant, just won’t repeat.
Fonolo
JULY 4, 2019
Good training teaches employees in the customer service realm how to handle complex customer issues in the most efficient and customer-friendly way possible. This is important, as customer service is the touchstone for all kinds of customer-facing interactions. In training CS representatives, it’s crucial to help them understand a) what they are doing; and b) why they doing the job.
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.
ProProfs
JULY 5, 2019
In technology, whatever can be done will be done – Andrew S. Grov. In a traditional classroom-based teaching and learning environment, the only time you get to assess the knowledge of each learner is at the end of tests and examinations. This method is not conducive to the holistic development of learners as it doesn’t show the whole picture of the learning activity.
SurveySensum
JULY 3, 2019
Engage them, listen to them, delight them and that’s how you turn them into your super-fans. Give reasons to your restaurant guests remember you for the best-in-class experience you deliver. Experience is the influencer in the hospitality industry. Especially, for restaurants, it’s become pivotal to get more guests and earn customers loyalty. Real-time and actionable insights can drive a successful guest experience management for restaurants.
Myra Golden Media
JULY 1, 2019
A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. No one wants to add more stress to their lives, so if it looks hard, they’ll skip it, and work with a real person instead. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. 1.
Heart of the Customer
JULY 4, 2019
I ran across a friend of mine on Tuesday who read my last post Is Your Customer Experience Program Making Your Customer Experience Worse? and she asked me, “Whatever happened?” Did you get your books? One of the most basic rules of story-telling is that you have to finish your story! Which I didn’t. So, […]. The post Epilogue to “Is Your Customer Experience Program Making Your Customer Experience Worse?
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?
C3Centricity
JULY 1, 2019
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. It is, therefore, understandable that so many companies run to conduct market research, usually a qualitative study, as a first step to improved customer understanding.
Totango
JULY 1, 2019
We know that our customers spend their day to day in Totango Spark. This enables them to stay always up to date with their customer status and goals. During this year we focus a lot on Customer Success Manager productivity and we just release Account Profile Links to enable them quick access to all systems. Keep reading to learn how this feature will enable your team to focus on the customer and deliver results.
Chip Bell
JULY 2, 2019
In 1907, Carnation Evaporated Milk introduced a brand-new ad to promote its product, “made from contented cows.” Since I lived on a cattle farm and milked a cow twice a day for most of my teenage years, I thought a lot about the productivity of cows with high morale. Our cows never seemed to be very anxious. They pretty much grazed all day and slept all night.
Heart of the Customer
JULY 1, 2019
We launched our book at this year’s CXPA Insight Exchange. We’d shipped them to the hotel ahead of time, but when I arrived, they were nowhere to be found. My tracking information showed they had been delivered, but nobody knew where they were. The hotel recommended I call USPS to ask who signed for the […]. The post Is Your Customer Experience Program Making Your Customer Experience Worse?
Advertisement
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
CSAT.AI
JULY 3, 2019
Is AI still predicted to be contact center doom or boom? It depends on where you’re standing. Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Really? Sounds like a sci-fi logline. Industry people are in two camps about this whole AI in customer service thing.
Confirmit
JULY 4, 2019
I don’t know about you, but in my experience the networking at events are often pretty awkward. Lots of shuffling about half-making eye contact and then being ridiculously grateful when you’re called back to the presentations where you can sit down again. That was not the case at last week’s Confirmit Customer Experience Summit in London last week.
The DiJulius Group
JULY 1, 2019
This guest article is brought to you by Andy Bailey, speaker at the 2019 Customer Service Revolution. When I was building NationLink Wireless, I attended the Birthing Of Giants entrepreneurship program?based on Verne Harnish’s book Mastering the Rockefeller Habits?at the Massachusetts Institute of Technology. I vividly remember this comment from an instructor: “Eighty-five percent of you will leave here and.
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
Qualtrics
JULY 2, 2019
It’s been a busy few months here at Qualtrics, with plenty of new updates to the CustomerXM platform. We always strive to connect customer needs for building a great customer experience with direct impact to their business. Did you know that for every 1 star increase in an online review revenue can increase by up to 11%? That insight, combined with customer feedback, is why we launched Online Reputation Management which enables brands to amplify, analyze and interact with customers and the revie
Intercom, Inc.
JULY 4, 2019
Deciding what your engineers should do next can be a lot like climbing a ladder. On the lowest rung is a problem to be solved. At the top is an impact on the business, a change in the bottom line. But the rungs in between can often be quite flimsy. Instead of trying to jump straight from the theoretical business impact to a directive for your R&D teams, it’s essential to stop for a moment and consider: “What is the desired outcome?
Confirmit
JULY 2, 2019
I've just passed two months here at Confirmit and I'm acutely aware that I can no longer speak about my tenure by number of weeks, which also means I'm close to no longer being considered "new"! So, it's probably time for an introduction and to share some of my initial thoughts of this company… My background is in psychology and it remains a passion of mine.
1 to 1
JULY 2, 2019
Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades? While there have been some significant technological advances, attendees agreed that far more work remains to better serve customers.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Qualtrics
JULY 3, 2019
At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Nick’s “Why Qualtrics” story. My name is Nick Tran. I graduated from Georgia Tech with a Bachelor’s Degree in Aerospace Engineering. After college, I worked as a structural engineer at an airline and the job was very customer-focused.
Intercom, Inc.
JULY 1, 2019
The old world SaaS model was basically all about sign up and convert. The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? After all, we don’t buy software these days; we subscribe to it. At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships.
SugarCRM
JULY 2, 2019
Congratulations, you’ve found the perfect CRM platform for your business. But don’t celebrate yet! According to a recent McKinsey study on change management, companies with no or poor adoption plans saw 35% return on investment (RoI) when compared to the 141% for companies with effective user adoption plans. W-Systems refers to this as The Valley of Despair , where the former scenario leads to losses and prevents businesses from realizing the full value of their CRM.
CX Accelerator
JULY 1, 2019
When you have a child on the Autism spectrum , you gain an unusual view of Customer Experience. By the time my youngest son was 6 years old, I (Sheri) understood barber shops, grocery stores, restaurants, doctors offices, dentists, and most recreational activities were not built for us. We created our own solutions. His older brothers learned how to cut his hair, eating out meant drive-thru meals, recreational activities consisted of visits to the local parks or the local YMCA until we were aske
Speaker: Donna Weber - Customer Onboarding Expert
Customer onboarding is so much more than going live with your product and driving adoption. The truth is, onboarding is the most important part of the customer journey. When you set positive first impressions, establish trusting relationships, and quickly deliver meaningful outcomes, you create customers for life. Invest an hour with Donna Weber to learn why your customer onboarding is critical to your success.
Let's personalize your content