Category: Customer Experience

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When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT scores. Their customers were more likely to respond positively to a customer satisfaction survey…
The post More haste less speed: why slowing down could be the key to faster customer service appeared first on Customer Experience Magazine.

Up close, face to face, in the specific, it’s difficult to dismiss the humanity of others.

It’s only when we decide to industrialize the process, to do it all at once, to boil it down to numbers–that’s when we begin to disconnect.

One at a time. Because it might feel like a slog to you, but it matters to them.

All non-essential retail shops in England are on a mission to attract customers ever since the 12th of April when lockdown restrictions were eased for the first time in a long while. Whereas some people are excited to return to the high street, others are cautious. Retailers now have to offer something special to both…
The post Overcoming retail challenges as shops reopen: An interview with Shankar Balakrishnan appeared first on Customer Experience Magazine.

As a little incentive to answer this questionnaire FOUR shopping Vouchers of 25$ will be given away. In partnership with the Marketing program of the University of Coimbra, this research aims to collect information on the impact of CRM on business performance. Therefore, we are asking professionals to take 5 minutes of their day to answer this survey. Thank you for your time and availability. https://docs.google.com/forms/d/e/1FAIpQLSd7USwNd3sGSDz2PVVKa0wxIeR4Nx1zNYREW7DABvSkG_Lc1g/viewform?vc=0&c=0&w=1&flr=0
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Last Thursday the Awards International team had the great pleasure to host the UK EX&CX Awards 2021 event. Once again, the online event exceeded all our expectations by bringing a handful of outstanding presentations and brilliant conversations. We had an amazing time together with 300 fantastic company representatives across the UK.   During the presentation day, our CEO…
The post People at the heart of everything: UK EX&CX Awards 2021 appeared first on Customer Experience Magazine.

Willem de Kooning said, “I have to change to stay the same.”

Because whatever system we’re in is changing. Because every step we take changes the ground we walk on. Because while you’re busy trying to keep it all together, someone else is working just as hard to change it again.

Some organizations, artists and leaders work to disrupt and innovate.

And some seem content to close their eyes and will things to be exactly as they were yesterday or last year.

Between the innovator and the laggard, though, is most of us. Surfing and dancing with possibility, simply to continue to serve and keep our promises.

What you do isn’t how you do it. What you do is the promise you make to the people you serve. If the people change, then the specifics of your promise have to change as well.

[Thanks to Will for the quote.]

During the online Gulf Customer Experience Awards held in Dubai earlier this year, Ian Golding shared precious insights into the subject of the CX future.  His talk inspired a Q&A session between Ian Golding, Ian Stokol and Neil Skehel. During the conversation, Ian Stokol shared his diagram demonstrating the experience evolution. The model involves six…
The post The future of CX: a conversation with Ian Golding, Ian Stokol and Neil Skehel appeared first on Customer Experience Magazine.

Bob Burg – Bestselling Co-author of “The Go-Giver” [Giving] Bob talks about: · Your true worth is determined by how much you give in value than you take in payment · The Five Laws of Stratospheric Success · And the importance of communicating with tact and empathy The person who has influenced Bob the most in the past year: Nancy at the Juno Beach Cafe His note to all customer service professionals: “Never let compliance stand in the way of making an experience great for the customer.” Transcript: https://press1fornick.com/bob-burg
JOIN THE PRESS 1 FOR NICK COMMUNITY: LinkedIn Website Connect with Nick BOOK RECOMMENDATIONS: Learn about all the guests’ book recommendations here https://reddit.com/link/nelftz/video/d64w80ivopz61/player
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Have you ever been on mandatory workplace training? The one that seemed pointless and too far away from your personal goals, but you still had to spend many hours attending it? You might have even felt too overwhelmed afterwards, finding yourself unable to engage with daily tasks. If yes, you are not the only one….
The post Fostering employee learning and development in the post-pandemic world appeared first on Customer Experience Magazine.