Sat.Dec 16, 2017 - Fri.Dec 22, 2017

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Amazing! The Feelings That Drive An Economy Might Surprise You!

Beyond Philosophy

Consumer confidence is a funny thing. It is little more than a feeling, and yet it drives millions of dollars in business—especially around this time of year. A recent JLL Retail survey revealed that consumer confidence is high, making the outlook for the holiday season holly jolly. Now, to be fair, Consumer Confidence is the aggregate for 5,000 U.S. households’ feelings.

Outlook 153
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How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase.

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Text Analytics as Future of Customer Experience? We Asked Jim Tincher.

Lumoa

The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger industries. To stay ahead of the time and to be successful, it is crucial to follow the newest trends in CX.

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What is Customer Experience Collaboration?

ClearAction

What is Customer Experience Collaboration? Lynn Hunsaker. Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Collaboration like this across your entire company is what’s needed to win customer experience championships.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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UK Scores Fall Whilst U.S. Rise – What’s The Problem?

Beyond Philosophy

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

CX 153
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Expert in the Spotlight: Jim Tincher

Heart of the Customer

Read the full article at Lumoa.me. The topic of customer experience has been trending throughout this year. More and more companies put a customer at the centre of their business operations. At Lumoa, we believe that it’s only the beginning. Customer experience and engagement are already changing the way businesses work covering larger and larger […].

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Customer Centric Culture

ClearAction

Customer Centric Culture Lynn Hunsaker. What Does it Mean to be Customer-centric? To have the customer’s best interests as the focus of your attention — not to be pre-occupied in your own interests at the customer’s expense. To do this, you need to: (1) Really know the customer in order to anticipate their best interests. (2) Differentiate between primary and secondary motives.

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CX Initiatives: What if Employees Are Not On Board?

Beyond Philosophy

Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. One of my favorite movies about business in general, and employee behavior in particular, is Office Space. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

CX 68
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Recipes for Leadership Behaviors that Drive Customer Experience Transformation

Customer Bliss

Over the many years that I’ve spent doing customer experience work, every leader I’ve worked with has asked for explicit actions that they can take to show their commitment to CX transformation. I’ve spent plenty of time developing these actions through tried and tested methods, and decided to turn them into “recipe cards.” Recipe cards came to mind because I grew up in an Italian household with grandmothers who always cared for my siblings and I, and kept us fed.

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UJET Attains SOC 2 Type 2 and HIPAA Compliance

UJET

This morning, we shared that UJET successfully completed the SOC 2 Type 2 and HIPAA examinations. As part of our commitment to be the leading enterprise customer support platform on the market, we are proud to be one of the select few providers to have achieved SOC 2 Type 1 , SOC 2 Type 2, and HIPAA compliance.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Customer Centric Employee Engagement

ClearAction

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world. And beyond this sharp awareness, everyone needs to be constant in their personal alignment with the customer’s world, exemplified by their decision-making and behaviors.

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The Impact of Customer Service on Purchase Decisions

Provide Support

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. If you want people to buy your staff or use your service you need to understand how they make purchase decisions and what kind of factors have an impact on them.

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When You, As A Customer Service Representative, Take Things Personally, You Make Your Job Harder

Myra Golden Media

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. It was at Kmart. I was 16, and I worked at Kmart on Admiral in Tulsa. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. “Excuse me?” the customers said.

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Help Your Supervisors Start 2018 Out Right

Taylor Reach Group

By: Peg Ayers. A clean slate. A fresh start. As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Our New Year’s Resolutions show the way—if only we’d maintain them past mid-January. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people.

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Software Composition Analysis: The New Armor for Your Cybersecurity

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?

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Make Good Customer Experiences Easy!

ClearAction

Make Good Customer Experiences Easy! Lynn Hunsaker. Upgrading to a new model of any kind of product can be an exciting customer experience … but not if you as a supplier don’t set it up for success. All too often, upgrades cause too many surprises, wasted time and money, and frustration. It just doesn’t make any sense to spoil what could be a perfect opportunity to strengthen your fan base into brand evangelists.

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5 Customer Service MUST DOs for 2018

Allen Speaks

​At the conclusion of any year it is wise to look back a successes and failures but also to move forward with a specific strategy for improvement and growth. The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

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ICYMI: HBR on the value of long-term thinking

Waypoint Group

We know that true/organic “customer loyalty” is a longer-term play. As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they can invest in building their “advocate army” and reap the rewards of accelerated profitable growth. The latter takes longer and isn’t likely to show strong results “this quarter” but will […].

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Why I’m sending my team at Google to Customer Success Summit 2018

Totango

Written by Dante Otero, Manager, Partner & Customer Experience, Google Cloud. Shortly after becoming a customer of Totango earlier this year, I heard about the Customer Success Summit which sounded like a tremendous opportunity to get immersed in Customer Success for two days. Seemed worthwhile to check out. Over the past few weeks, I’ve started to explore Summit.

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7th Annual CX Report by The Northridge Group Uncovers Priority Training Focus

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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What are Customer Experience Process Silos?

ClearAction

What are Customer Experience Process Silos? Lynn Hunsaker. What does a ballet (or Broadway musical number) and a business have in common? All the players have integral parts choreographed to deliver a satisfying experience. When a player misses a cue or the choreography isn’t polished, all heck breaks loose. Such snafus are also known in business as silos — anything that operates in isolation.

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Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

Image courtesy of Pixabay Today I am pleased to share with you a guest post by Julian de Sevilla with PATlive. An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

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Drag, Drop, Done! Scheduling Just Became That Much Easier

Waypoint Group

According to 3M, the corporation behind Post-it Notes, our brains process visuals 60,000 times faster than text. So, it’s no wonder companies pour resources into ensuring their software designs are sleek, modern, and eye-catching. At Replicon, we’re no different. We understand the huge benefit of of using visuals that help our customers get their jobs […].

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Best of the Podcast: Defining the CX Role In A Mission-Focused Company with Lyft’s VP of Customer Experience and Trust

Customer Bliss

This year has been chock full of informative interviews with CX leaders on my podcast, The Chief Customer Officer Human Duct Tape Show. I’ve had the pleasure of interviewing over 40 leaders who are transforming customer experience within their companies — some are even making incredible strides within their industry as a whole. As 2017 comes to an end, I want to thank all of you who have taken the time to listen to my podcast.

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Mapping Digital Transformation: Retail’s Strategic Shift

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

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Rethinking Customer Engagement: Put Your Relationship First

ClearAction

Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Can you imagine proposing to someone on the first date? Or asking them to meet your parents and friends? What about asking what they like to do for fun or what foods they like after you’ve been together for a year? Sounds way out of sequence, but it’s often exactly how we treat our customer relationships.

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Are You Unknowingly Conquering Customers? | #PeopleSkills #Custserv

Kate Nasser

Rigid procedures, individual insecurity, know-it-all mindset, and blunt words lead to conquering customers vs. caring for them. Insights fr Kate Nasser The People Skills Coach™. The post Are You Unknowingly Conquering Customers? | #PeopleSkills #Custserv appeared first on KateNasser.com.

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Where Executives Think AI Has a Practical Place in Their Businesses

SugarCRM

(Editor’s Note, this post originally appeared in the Silicon Valley Business Journal , and was syndicated in 42 Biz Journal publications across the country). Fueled by the promise of better insights and better decision making via humanlike reasoning, artificial intelligence continues to intrigue the business world, evidenced by steadily increasing investment.

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CSM from the Trenches – 5 Fundamentals to Avoid Surprise Client Breakups

ClientSuccess

For those just joining my blog series CSM from the Trenches , welcome. This series, now a community for frontline Customer Success Managers (CSMs) , discusses trends, best practices, and advice that can help the frontline. We’re lucky to have this week’s frontline CSM best practice come from Erica Newell of Marketware. Erica has been a CSM for Marketware since February 2017 and became the Lead CSM shortly after joining the team.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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Customer Centric Action Plans

ClearAction

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Employee engagement is a key to making significant improvements in customer experience, and the UK-based online banking group at Barclays engages employees in understanding customer priorities by summarizing customer feedback on notice boards along with process improvement updates, on internal email signatures, and in the executive directo

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Trust Never Goes Out of Style, Says New Research

1 to 1

Trust is the foundation for any healthy relationship. So why is it so challenging for businesses to establish this fundamental virtue with customers? According to Accenture’s newest global study, “Put Your Trust in Hyper-Relevance,” only 22 percent of customers worldwide said they shop with companies that have a deep understanding of their needs, preferences, and past interactions.

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The Three C's For Meaningful Performance Reviews

CX Accelerator

Of all the things employees despise, end of year performance appraisals (PA’s) are at the top of the list. The Washington Post has research to support that “basically every single person hates performance reviews.” Regardless of how we arrived here, leaders are no longer bound to the mistakes of the past. When conducted well, the end of year review is one of the most powerful tools in your quiver.

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Easy Tricks to Make a Disinterested Student Become an Inspired Learner

ProProfs

What’s the most common hardship that even the pro online trainers face? Creating online courses that engages everyone. Sadly, that doesn’t happen all the time. It’s not a problem with the skills of the trainer or the course contents that disengages the readers, but the poor attention span of the learner. Thanks to smartphones, the attention span of an average human is less than that of a goldfish , which is hardly 9 seconds.

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When Customers Win, You Win: How to Deliver Value That Transforms Your Customer Experience

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.