CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Futurelab
JANUARY 10, 2021
I’ve written about change and change management many times over the years. Last year was also and especially a big year to talk and write about change and the challenges and disciplines required to execute change. Tags: Annette Franz (Gleneicki) change change management culture change customer centricity Facebook Like. Linkedin Share Button. Tweet Widget.
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Intercom, Inc.
JANUARY 13, 2021
Our mission at Intercom is to “make internet business personal” – to enable online businesses to foster the same sort of relationships with their customers as “brick-and-mortar” businesses. . The focus on relationships is very intentional – frequent positive interactions encourage loyalty, and loyalty is the bedrock of every sustainable business. .
eglobalis
JANUARY 9, 2021
Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.
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CX Accelerator
JANUARY 11, 2021
by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.
Futurelab
JANUARY 10, 2021
In last week’s post, I wrote about Building Your Multi-Faceted, Multi-Skilled CX Team. I outlined the various skills that you’ll need on your team. An important thing to note is that not all skills needed to execute on your customer experience strategy will come from the core CX team. And not all of the oversight will come from that team, either. Tags: Annette Franz (Gleneicki) customer experience cx strategy governance Facebook Like.
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
JANUARY 14, 2021
Fostering an inclusive work environment is essential if you want a high-performing contact center team. If you haven’t been paying attention, agent attrition has continued to rise, according to our State of the Contact Center 2020 report. And high turnover rates won’t just hit you in the wallet — it also impacts morale, which will affect any new hires.
Myra Golden Media
JANUARY 13, 2021
We kicked off De-escalation Academy yesterday, and a student asked a question that I think is important for us to discuss here. His question was: “Our team is working 99% by email, will we able to apply everything that we learn here and translate it into a purely written environment? Any advice is appreciated.” Customers escalate in chat and email interactions intensely!
Futurelab
JANUARY 10, 2021
How do you define customer trust? How do your customers define trust as it relates to your brand? Tags: Annette Franz (Gleneicki) customer experience core values trust Facebook Like. Linkedin Share Button. Tweet Widget.
Beyond Philosophy
JANUARY 15, 2021
As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.
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.
Fonolo
JANUARY 12, 2021
This blog will give you a brief overview of all the virtual hold competitors. Virtual Hold is the name of VHT’s original virtual queuing software. Virtual Hold Technology is the grandad of virtual queuing and helped pioneer virtual queue management for the call center. Genesys Virtual Hold Competitor. Genesys Virtual Queuing. Genesys virtual queuing is called Virtual Queuing, one of the original competitors to VHT’s Virtual Hold product.
Steven Van Belleghem
JANUARY 11, 2021
Phase 1: Compensating the physical world. In the first week of March 2020 I was still very naive. In my emails from that period I was convinced that by mid-May 2020 I would be travelling the world again as if COVID hadn’t happened. Just a few days later full-blown panic set in as it dawned on me I was basically out of a job. All my keynote presentations were cancelled and my mailbox was empty.
Futurelab
JANUARY 10, 2021
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell , founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he developed a motivational speech for new employees called Give ’em the Pickle! , based on a letter he received from a disappointed customer.
The DiJulius Group
JANUARY 13, 2021
5 Quick Tips to Help you Make Price Irrelevant 1) Feature Story How to Create your Customer Experience Cycle that will Produce Amazing Results By Dave Murray Nothing will have a bigger impact on elevating your customer service company-wide than developing your Customer Experience Cycle (CEC). The vast majority of businesses suffer from inconsistencies in.
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.
Zonka Feedback
JANUARY 12, 2021
Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand. In this, most businesses tend to ignore or neglect the third and very important segment of NPS - the Passives.
Beyond Philosophy
JANUARY 9, 2021
Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions. Every online experience has them, but not all of them are deliberate.
TeamSupport
JANUARY 12, 2021
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
Kerry Bodine
JANUARY 14, 2021
In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?
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?
Zonka Feedback
JANUARY 14, 2021
Customer Loyalty plays a great role in the growth of any business. In order to stand strong in a competitive market, it is important to have a base of loyal customers. Loyal customers are one of the most crucial asset of your business. They not only give you business but also help in increasing it by their good word of mouth.
C3Centricity
JANUARY 13, 2021
Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.
Astute
JANUARY 15, 2021
Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know. The post Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers) appeared first on Astute.
Kerry Bodine
JANUARY 9, 2021
I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.
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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
Zonka Feedback
JANUARY 13, 2021
Successful business have one thing in common, which is, a bunch of loyal customers. These loyal customers not only come back to the business for repurchase or renewal of a membership but also attract other customers.
Zendesk
JANUARY 15, 2021
Abraham Lincoln used stories to solve arguments, often to the dismay of his cabinet, saying, “I don’t propose to argue this matter…because arguments have no effect upon men whose opinions are fixed and whose minds are made up. But this little story of mine will make some things which now are in the dark show up more clearly.”. Storytelling is an art and a skill that only a handful of leaders have known how to wield effectively.
The Contact Company
JANUARY 13, 2021
Time after time the importance of customer service and the customer experience has been proven to be at the top of the list when it comes to both attracting and retaining your customers, and that is certainly not about to change. Here are our top customer service statistics you need to know in 2021… 1. Customer service is key to attracting new customers “84% of surveyed consumers said that customer service was one of the key factors helping them decide whether to buy or not from the
The Customer Service Blog
JANUARY 12, 2021
Regular readers of this blog will know that one of my ‘pet hates’ at the moment is the way that supermarkets in the UK have been openly ignoring the laws relating to wearing masks and face coverings during the coronavirus pandemic. Like many of our readers, I have been horrified by the number of people allowed into supermarkets who are not wearing face coverings.
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
Zonka Feedback
JANUARY 12, 2021
While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.
Astute
JANUARY 13, 2021
Balance efficiency and quality with these six steps to improving AHT while still providing stand-out service. The post Improve Average Handle Time in the Call Center: A 6-Point Action Plan appeared first on Astute.
The Contact Company
JANUARY 13, 2021
Time after time the importance of customer service and the customer experience has been proven to be at the top of the list when it comes to both attracting and […]. The post Customer Service Statistics you Need to Know in 2021 appeared first on The Contact Company.
The DiJulius Group
JANUARY 13, 2021
Chief Revolution Officer and best-selling author John DiJulius shares What it takes to be a Revolutionary. In order to be a Revolutionary, you need to: Never say or accept “I gave my best” Understand the Reality Distortion Field Ask yourself ‘What belief system needs to be changed in your world’? Understand the mindset of a. Read Full Article. The post 032: What it Takes to Be a Revolutionary appeared first on The DiJulius Group.
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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