Category: Customer Experience

Keep your customers happy! Here’s a few tips from babelforce https://babelforce.com/blog/cloud-contact-center/csat-scores-in-the-gutter-send-them-skywards-in-5-simple-steps/
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There are bosses, customers and partners who will never be happy.
And sometimes, despite the futility, we work to please them anyway.
Because that can be a compass. It can help us do the work that will satisfy others (or ourselves).
It can also be a trap, an endless treadmill of disappointment that leads nowhere in particular.
We should be clear about which one we’re on. Because working to please the pleasable is a lot more likely to pay off.

Some days, we wake up with optimism and possibility… we’re able to find more reserves, connect better and do more generous work.
That might be because the outside world has handed us good news and opportunities, or it might be because the chemicals in our brain are particularly aligned…
I think it’s fair to assert that sometimes, our moods are handed to us.
But it’s also clearly true that we can do things to improve our mood. Morning pages, meditation, exercise, positive thinking, the right audio inputs, who we hang out with, the media we consume–it’s all a choice.
And if it’s a choice, that means it’s a skill, because we can get better at it.

An agile customer experience approach accomplishes all of this, encompassing the best practices, critical solutions, and powerful capabilities that will prepare organizations for business continuity in whatever comes next. Having an agile customer experience organization means addressing agility along three key pillars:
Agile Service
Agile Insights
Agile Workforce
These three pillars are critical to empower agile customer experience and enable organizations to provide exceptional experiences to their customers and employees on a continuous basis, regardless of what the future may bring. The approach is appropriate with employees working from home, the office, or both, and ensures organizational success. Full article: https://www.nojitter.com/customer-experience/agile-customer-experience-get-competitive-edge-you-need
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As organizations seek to ensure success, an increasing number are adopting customer experience as the cornerstone of sustainable return on their investments of time and money. With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA), will celebrate its tenth anniversary in 2021 by dramatically expanding its role as the trusted…
The post CXPA Marks 10 Years of Nurturing Results Through CX appeared first on Customer Experience Magazine.

The Covid-19 pandemic accelerated adoption of digital solutions for thousands of businesses that suddenly found themselves cut off from their customer base. For many, the speed of bringing these new solutions on board became the difference between success and failure but, in truth, it’s a trend that has been coming for some time now. Customer…
The post Adapting to Thrive, Not Just Survive, Through Conversational Commerce appeared first on Customer Experience Magazine.

All forward motion disappoints someone.
If you serve one audience, you’ve let another down. One focus means that something else got ignored. If you create something scarce, someone won’t get their hands on it.
The very act of creation means that it won’t be the ideal solution for everyone.
On the other hand, with certainty, we know that doing nothing disappoints an even larger group of people.
The opportunity is to find someone to delight and to embrace the fact that someone is not everyone.

If 2020 was a year of lessons learned, 2021 should be one of activation and growth. IT departments stood out in their ability to manage change quickly, adapt to new scenarios, and help support organizations when they need it most. Armed with expertise and the confidence of their executive teams, the next few months for CIOs and CTOs will be the prime opportunity to cement themselves as the critical driver for the future of their business. Full Article: https://www.nojitter.com/contact-center-customer-experience/role-it-will-play-2021-contact-center
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“Have patience, the sun will return… Midsummer Night’s Dream will be performed again. We will be able to meet and hug each other again”, King Willem-Alexander of the Netherlands said in his Christmas speech. He gave his audience a message of hope for the future. It is good to look ahead. Although, if you forget…
The post Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place appeared first on Customer Experience Magazine.