Customer Experience Event: Document Strategy Forum 16


I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. Strategy Customer ExperienceChicago, Illinois, May 10-12. on Tuesday, May 10, 2016.

Document Strategy Names Topdown 'Hot Company' in Customer Experience


DOCUMENT Strategy Media has included Topdown in their "2016 HOT Companies in Customer Experience (CX)" list, published in the Summer '16 issue of DOCUMENT STRATEGY magazine. Customer Experience Customer Communications

Guest Blog: 7 Ways to Enhance Your Customer Experience with Live Chat


This week we feature an article by Hamzah Tariq who shares seven ways to improve the overall live chat experience for your customers. Businesses constantly try to improve the customer experience they deliver through new approaches, tools and strategies. .

Documentation and a Tale of Four Phone Calls

Customers That Stick

What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. It was time to call customer support. We get to a customer service rep right away.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Topdown Featured in DOCUMENT Magazine Winter 2018-2019 CCM Edition


The Winter 2018-2019 edition of DOCUMENT Magazine includes an application article featuring Topdown and our INTOUCH product. Customer Communications Customer Experience

Echo-o! Why Internal Customers Aren’t Using Your Documentation


They’ve taken screenshots, written the documents, and put them through workflow for publication. Off that documentation goes to the knowledge base. Things are generally peachy until we come to find that internal customers aren’t actually using the documentation. Maybe they don’t know certain documentation exists at all. In the meantime, the customer experience is flagging and support KPIs are quietly suffering. Customer Support Agents, yes.

Why Isn’t Your Documentation Public?


Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. Companies that don’t make at least some of their documentation public are missing a huge opportunity for self-service. Often, it’s product documentation.

Why We’re Excited about Document Strategy Forum ‘17


Document Strategy Forum ‘17 is a major trade show for the Customer Communications Management (CCM) industry. With its forward-looking focus and themes, DSF is, in our opinion, the best industry conference to get a sense of the current and future state of customer communications.

How Documented Procedures Can Make Your Customer Support More Effective


By creating documented procedures for them, you can build this trust and achieve consistent results. Even if your team members have previous experience in customer support, letting them improvise their day-to-day work can be dangerous. What are documented procedures?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers.

Is Your Product Documentation In A Content Silo?


It’s an apt metaphor for the way help content is sometimes created and disseminated to customers. Different types of product documentation stored in different, hard-to-find places. This kind of content experience can quietly create a high-effort self-service experience for your customers. It’s what happens when the installation instructions your customer is searching for are buried in a 100-page PDF manual.

Guest Blog: Improving Customer Experience Using Employee Feedback Data


This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. They also understand your customers, perhaps better than your executive team.

The Top 4 Customer Experience Challenges and How to Overcome Them


The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey.

6 Ways Your Knowledge Base Can Improve Customer Experience


Things are no different when it comes to client expectations regarding customer service. Deploying an effective online knowledge base is one way to ensure that your customers are delighted every single time when they approach your customer support. Customer Experience

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Why Should Core Values be Reflected in Your Customer Experience?

Call Center Weekly

Core Values serve as the guiding light for how everyone in your company interacts, communicates and works with each other, external customers, and the community. Otherwise, customers won’t be able to state what is memorable about you and the way you work with them.

Rewriting the e-Commerce Script with Post-Sale Documentation


E-commerce is missing out on the chance to augment the consumer’s experience with the expert knowledge that is typically relegated to post-sale documentation. Research shows that 70% of customers will use a smartphone to look up more information about the features and functionality of an item while in a brick-and-mortar. Customers want to know whether what they’re buying fits their needs, and whether it is compatible with everything else in their lives.

How Tech Can Make CCM Easier or Harder


Customer communications management (CCM) has been—and continues to be—heavily influenced by technology at a pace that shows no signs of slowing down any time soon.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

3 Essential Pre-onboarding Principles: Part 1 of 3 – Develop, Document, and Strengthen Customer Lifecycle Plans


This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. On April 18, 2018 I introduced a presentation called “3 Essential Pre-onboarding Principles” at a local Customer Success meet-up in Utah. Develop, Document, and Strengthen Customer Lifecycle Plans. Ensure Customer Onboarding Readiness. Principle 1: Develop, Document, and Strengthen Customer Lifecycle Plans.

Making Sense of Customer Experience Metrics


There was a time that businesses relied on anonymous, aggregated customer feedback as the sole input for their customer strategies. It has driven innovation in banking, and it has tranformed how businesses can ask for, and act on, customer feedback.

Customer Experience: The Golden Ticket to The Billion Dollar Club [INFOGRAPHIC]

ProProfs Blog

The importance of customer experience is something that cannot be stated enough. Whether the memories associated with a place are positive or negative, we spread the word about the experience to all our friends and connections. The Importance of Customer Experience.

10 Key Customer Experience Trends for 2019

CSM Magazine

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. Customer Service Articles

Use Technology to Enhance Customer Experience

Up Your Service

Smart service providers are using technology to delight customers , become more efficient when serving customers, and recover customer loyalty when things do go wrong. Here are three ways you can enhance your customer experience: 1.

Customer Success: When you do more than listen, you do more than win


I’ve written before that our customers are at the center of all we do, and that we can succeed only when our customers succeed. And so, we must truly listen to what our customers have to say and remain engaged and committed to the feedback loop.

3 Ways to Streamline Customer Communications and Reduce Operating Costs


Effective customer communication involves more than screaming messages at your audience. Customer Experience Customer Communications Document Automation RPA

Customer Experience Event: Xploration 16


Along with co-presenter Gerald Edwards, Director of Document Composition and Content Management at EmblemHealth, I’ll be talking about how to connect customer communications management (CCM) to customer experience (CX). Customer Experience

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time. Customer Support

Declare Independence for Customer Experience (CX) Professionals!


This document paved the way for the creation of a new country: the United States of America. Independence for Customer-Facing Agents. Despite these benefits of employee autonomy, many customer support and success managers struggle with promoting independence amongst their team members.

How to Calculate Customer Experience ROI


By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments?

Documenting Your Customer Access Strategy

Brad Cleveland

Customer access strategies are like business plans in that some are well documented and others exist only in pieces and in the heads of various managers.

Guest Blog: Fake Reviews Destroy Customer Experience and Confidence


Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review.

Loving Suppliers for Customer Experience Excellence


Loving Suppliers for Customer Experience Excellence. Is it possible to be the darling of your customers, yet the opposite to your suppliers? If every company has no intention of loving their suppliers, then what's the point of B2B companies trying to be loved their customers?

Top Tips to Deliver the Best Customer Experience


Every company wants to be customer-forward nowadays, probably because people know that, ultimately, it’s the customer that keeps them in business. Given what an important role the customer plays in the grand scheme of your company, it’s no wonder you’d want to put them first.

Google, the GDPR, customer experience and trust


Date: Wednesday, March 13, 2019 Author: Pascal Gauvrit - CTO Google, the GDPR, customer experience and trust. How the GDPR builds trust Trust is central to today’s customer relationships. Documentation. The cost of breaching customer trust goes far beyond fines.

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Transformational Leadership – the key to unlocking the competencies of Customer Experience Professionals


If you have followed my writing for a while, you will be very much aware that I am very proud and passionate Customer Experience Professional (CXP). Not only that, the Customer Experience is not the responsibility of a CXP – it is the responsibility of the WHOLE ORGANISATION.

6 Ways to Improve Customer Experience on Your Ecommerce Website

ProProfs Blog

An unsatisfactory customer experience due to poor UX/UI can drastically reduce your web traffic and revenue. It is, therefore, worthwhile to improve your website regularly to ensure your customers have a good experience. Some tactics you can employ to improve a customer’s experience are to reduce friction, ensure quick loading, employ a customer service help desk software , and provide great customer service. Great Customer Support.

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call


I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. The power of memories – the research demonstrates that the EMOTIONAL component that is a part of all experiences is incredibly powerful.