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Welcome to January, a time that kick-starts a new year and inspires us to improve, grow, and set goals. This goes for contact center managers and agents as well; for them, January is certainly “reach for the stars and crush your goals” month (as is every month!).
We at Fonolo are certainly here to help them out on their overall journeys in 2019, this time by offering a rundown of the lessons we learned from the industry last year.
So, without further ado, here are the top three.
Three years ago Gartner reported that by 2018, more than 50% of organizations would implement significant changes in their efforts to improve the customer experience. In other words, the battle for delivering the best experience was predicted to become even fiercer.
My thoughts? Gartner was bang on: We see more and more companies trying to improve their customer experience efforts (just look at the awards we gave out last year), and doing so will only become more critical.
Customer experience is fast becoming the leading reason why customers choose your brand. Convenience, simplicity, and putting the customer first has a tremendous impact on whether or not you maintain a loyal following, or lose out to the competition. In this age of technology, where the experience is constantly changing and being updated, it’s important for CX leaders to stay in the know, and discuss what’s happening in this space. LinkedIn Groups give top business professionals the ability to follow the trends and conversations going on in their industry, while also sharing relevant content with peers.
There are a lot of groups to choose from on LinkedIn, and if you’re a customer experience professional you probably don’t have a lot of time to weed through all your recommended groups. Instead, we’ve gathered a list of the top 10 LinkedIn Groups based on relevancy, popularity, and quality of content shared. We hope this makes group finding a bit easier!
Here are our recommended picks and why: Continue reading
Most businesses will claim that meeting customer expectations through a profound experience is a top priority. It’s a smart move, since 87% of customers think brands need to put more effort into providing a seamless experience. But achieving this is no small task.
As a Customer Experience Manager, I’m certain you’re asking the question: How do customers perceive the interactions with my brand? Let’s tackle 4 simple tricks to answer this question and ultimately perfect the customer experience.
Guest Post by Malcolm Carlaw
A company’s reputation is based on the customer’s experience. Fixing or preventing problems is half of the service equation; communicating with customers is the other half. Customer service is as important, if not more important than the immediate resolution of the problem.
An integral part of the customer experience equation is people. Your employees must have the necessary product or service knowledge, great customer service skills, and the means of communicating directly with customers.
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