ClearAction

FEBRUARY 1, 2022

Is Adversity Good for Customer Experience & Employee Experience? Lynn Hunsaker. Employee experience has certainly met some hard knocks during the global pandemic. For customer experience as well, the pandemic has required a lot of patience, with lingering uncertainty due to supply chain issues, workforce interruptions, and so on.

Non-Profits 71

Non-Profits Customer Experience Engineering 71

Customer Think

NOVEMBER 12, 2021

When was the last time you stopped work at 5 PM sharp, went for a walk, had dinner on time and sat with a book in your hand, and got 7-8 hours of sleep? With traditional hours out of the window and endless Zoom calls, sitting through the day, the question that arises is […].

Technology 124

Technology Technology 124

Customer Think

FEBRUARY 16, 2023

Sales in the sporting goods market indicate so much, having declined by 4% to 8% in the first nine months of 2022, according to a recent report by McKinsey & Co. In 2021, nearly 60% of consumers bought new sports shoes. Are all of those pandemic joggers now running for the exits? Industry leaders expect […]

Sports 64

Sports Retail Customer Experience Sales 64

Zendesk

JUNE 11, 2021

It’s easy to see how agent experience, good or bad, can quickly impact customers. Business is changing, likely for good, and companies should navigate these next phases in lock step with their employees. And in reality, the two are more intertwined than you might think. The quality of their interactions with customers.

Machine Learning 98

Machine Learning Start-ups Technology Technology 98

Comm100

JUNE 21, 2023

In this blog, we will reveal some college yield rates and ask the all-important question – what is a good yield rate for colleges? However, it’s good to remind yourself just why yield is so important for your school before we dig into the question of what a good yield rate for colleges is. What is a good yield rate for colleges?

Education 52

Education AI Engineering 52

Uplifting Service

JUNE 7, 2023

Every team and organization have rules, policies, processes, or operating procedures that impede good service. The other dish wasn’t nearly as good. The post How Good Leaders Smooth the Way for Service Improvements appeared first on Ron Kaufman. As a leader, your primary job isn’t to tell others what to do.

Legal 40

Legal Customer Service Technology Technology 40

Customer Think

AUGUST 3, 2021

Business owners and marketers agree that positive reviews are essential for building social proof and securing more sales. How could they not? Research shows that 70% of shoppers look at reviews before making an online purchase. When visitors see positive reviews from other users, they are more likely to engage with your brand.

Sales 122

Sales 122

Customer Think

JULY 1, 2021

With more people doing business online than ever before, companies are gaining clarity on what’s working and what needs attention when it comes to the digital customer experience. Let’s start with the basics – logging in.

Customer Experience 111

Customer Experience Technology Technology 111

cxservice360

JULY 6, 2022

The post Is Hyper-Personalization a Good or a Bad Tactic for Customer Experience? A report says that employers expect nearly 2 in 5 employees to work remotely at the end of 2021. While this may be a ray of hope for employees going back to the physical workspace, the reality on the ground does not favour this view.

Customer Experience 52

Customer Experience Customer Service 52

Heart of the Customer

DECEMBER 4, 2018

The post Stop Bribing Your Employees for Good NPS Scores appeared first on Heart of the Customer. We’re discovering the best practices that our successors will take for granted; “of course that’s how you do it.” Unfortunately, being in this early stage means that some “best practices” aren’t.

NPS 74

NPS CX Net Promoter Score Customer Experience 74

Help Scout

AUGUST 22, 2023

Side hustles don't distract employees; they actually make them happier and better at their jobs. Read the full article

75

75

Beyond Philosophy

JUNE 13, 2016

The post Exposed: Lazy Employees Are Good For You! The woman who files her nails when she should be typing a report. The slacker who…well…nobody actually knows where the slacker is or what he’s doing! Co-workers label these folks ‘lazy’ and resent them for not doing their share. Workers who look lazy may actually serve an important purpose.

Start-ups 113

Start-ups Retail Sales Customer Experience 113

Zendesk

AUGUST 11, 2021

Digitally savvy leaders are setting the standard for a good customer experience, and as a result, customers have come to expect that same quality of service from every brand. Phone-dominant service solutions are no longer sufficient to meet customers’ needs, and the pandemic has only increased their demands for digital support offerings.

E-commerce 64

E-commerce Customer Service Social Media AI 64

Zendesk

FEBRUARY 17, 2021

In her application for Zendesk’s Tech for Good program, Poulton Parley wrote, “Every week, hundreds of new clients, volunteers, and potential donors make initial contact with us, and it is becoming increasingly difficult to successfully manage our communications. Every day we’re seeing chefs come in to use skills and build their CV.

Hospitality 52

Hospitality Hospitality Social Media Government 52

Beyond Philosophy

AUGUST 17, 2016

The post Why Arianna Huffington’s Move Is Good for Customer Experience appeared first on. If Huffington succeeds in transforming the way that companies view stress and performance, she could also help make it easier for companies to improve customer experiences. My friends told me a story at dinner last night that perfectly illustrates this.

Customer Experience 112

Customer Experience Social Media Sales Customer Service 112

Beyond Philosophy

OCTOBER 8, 2014

I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. It also grew revenues by 20% to $6.6 PayPal has a perception problem.

Net Promoter Score 110

Net Promoter Score Social Media CEM Customer Retention 110

Uniphore

MARCH 29, 2017

Getting consumers to utilize digital channels to raise queries is something the healthcare industry has struggled with – but this can easily be rectified. Read More.

Healthcare 100

Healthcare 100

Knowmax

AUGUST 5, 2021

AI Knowledge Management: Important initiatives for a good foundation?

AI 52

AI Artificial Intelligence 52

MyCustomer Experience

OCTOBER 18, 2021

WThe wailing and gnashing of teeth over the loss of third party cookies shows no sign of ending as the ad tech community endlessly searches. 28th Oct 2021. By bellelawrence.

52

52

Customer Think

FEBRUARY 10, 2023

In the age of big data, it’s more important than ever for businesses to have a way to collect, manage, and analyze customer data. That’s where customer data platforms come in. A customer data platform (CDP) is a software solution that helps businesses unify their customer data from multiple sources and get insights that can […]

Retail 75

Retail Technology Technology 75

Customer Think

SEPTEMBER 17, 2021

Selling online has transformed trade, allowing innumerable enterprises around the world to grow and thrive. E-commerce, on the other hand, opens the door to fraud. Unfortunately, online fraud and identity theft occur almost as regularly due to cunning crooks and poor consumer internet buying habits.

E-commerce 64

E-commerce Technology Technology 64

Kerry Bodine

APRIL 11, 2018

I am going to suggest to you that you go back home and you rewrite it and tell your $1,200-an hour lawyers, no disrespect, they’re good, but tell them that you want it written in English and non-Swahili, so the average American can understand it. It’s not to inform your users about their rights. That would be a start.” Section 15.3

Legal 54

Legal Start-ups Customer Feedback Customer Experience 54

Kerry Bodine

APRIL 11, 2018

I am going to suggest to you that you go back home and you rewrite it and tell your $1,200-an hour lawyers, no disrespect, they’re good, but tell them that you want it written in English and non-Swahili, so the average American can understand it. It’s not to inform your users about their rights. That would be a start.” Section 15.3

Legal 48

Legal Start-ups Customer Feedback Customer Experience 48

Confirmit

JANUARY 14, 2020

In the market since 2000, Fine Research is the largest independent fielding company in Latin America focused on working for international agencies. With offices in Brazil, Mexico, Colombia, Chile and Argentina, Fine runs over 500 field assignments per year. Fine also provides services for consumer and B2B research.

Healthcare 52

Healthcare B2B Technology Technology 52

CX Journey

DECEMBER 2, 2014

These should translate to good news for the customer, too. But it wasn''t all good. Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? ATMs, online flight check-in, self-checkout grocery lanes, IVRs, online FAQs and knowledgebases, and more.

Technology 67

Technology Technology Engineering Start-ups 67

Beyond Philosophy

OCTOBER 8, 2014

I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. It also grew revenues by 20% to $6.6 PayPal has a perception problem.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Beyond Philosophy

OCTOBER 8, 2014

I was having a family birthday meal for my Father birthday last weekend. He was talking to my kids about the changes that he has seen over his 87 years. There have been many! It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. It also grew revenues by 20% to $6.6 PayPal has a perception problem.

Net Promoter Score 60

Net Promoter Score Social Media Customer Retention Customer-Centric Organization 60

Confirmit

JUNE 13, 2018

This report, Why Paying Employees for Delivering Good CX is a Bad Idea, May 2018, Forrester , recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives. Firms should hold employees accountable for delivering better experiences.

CX 40

CX Voice of the Customer 40

Confirmit

JUNE 13, 2018

This report, Why Paying Employees for Delivering Good CX is a Bad Idea, May 2018, Forrester , recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives. Firms should hold employees accountable for delivering better experiences.

CX 40

CX Voice of the Employee Voice of the Customer 40

CX Accelerator

NOVEMBER 11, 2022

One of the most important things a good journey map can do is connect the employees of an organization to the customer. DESIGN THINKING Good service design is based on a deep understanding of customers in order to improve the quality of a service and the interactions between the service provider and their customers.

CX 307

CX Customer Journey Map CX Transformation Government 307

Inside Customer Service

FEBRUARY 8, 2024

in return, cashiers are trained to respond, "I'm good, thank you." Give a warm good-bye and use the guest’s name. I love In-N-Out for its remarkable consistency. The service is the same every time I go. There's a warm and friendly greeting. The cashier takes my order and confirms it. It always happens. Each step has a purpose.

Contact Center 220

Contact Center Retail Customer Service Start-ups 220

Adrian Swinscoe

JULY 10, 2023

Readers of my articles will know by now that I love a good bit of research. This is for two reasons: One, I love discovering new […] The post New Adobe research: Consumers expect even better experiences when economic conditions worsen first appeared on Adrian Swinscoe.

246

246

SugarCRM

MARCH 27, 2018

You may recall that we adjusted the product release process for Sugar, our core Relationship Management offering last year. Beginning with the Fall ‘17 release, we moved to a quarterly delivery schedule for our cloud customers. Well, we are happy to report the wait is almost here. But, what about the other stuff you’ve been waiting for?

Manufacturing 51

Manufacturing CRM Innovation Start-ups 51

Bill Quiseng

OCTOBER 18, 2023

When it comes to your customers and customer service, don’t just be good. But that’s not good enough. Your satisfied customers feel that their experience is good, not better, just average. So … Don’t be just good. Be GREAT out there! Nobody raves about average. And if you don’t, you better. Otherwise, you’d go broke.

CX 158

CX Customer Service Customer Satisfaction Customer Loyalty 158

Inside Customer Service

SEPTEMBER 14, 2023

Second, the story exemplifies Nordstrom's specific customer service vision: Use good judgement in all situations. His good judgment told him he should try to help the customer. A customer walked into Nordstrom with two tires and asked for a refund. Yet the associate gave the customer a refund anyway. The story became a legend.

Start-ups 227

Start-ups Customer Service Customer Survey Customer Feedback 227