NICE inContact
OCTOBER 21, 2021
In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses. Everyone is competing for customers, and you need to have more than just great products if you hope to survive and thrive in today’s world.
Kerry Bodine
OCTOBER 20, 2021
Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success.
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TechSee
OCTOBER 19, 2021
Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020. Managing these product returns takes a significant bite out of a company’s bottom line.
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Experience Investigators by 360Connext
OCTOBER 19, 2021
“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer might be buying a product, but they’re also engaging with the brand in a thousand small ways.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Alida
OCTOBER 18, 2021
The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough.
InMoment XI
OCTOBER 21, 2021
Recently, a client asked me what we at InMoment thought defines a “customer interaction,” as there had been some debate on the subject within his team. I pondered the subject and brought it back to my colleagues. Quickly, we were asking ourselves not only about the characteristics of an interaction, but beyond that, what falls under the larger umbrella of customer experience?
IntouchInsight
OCTOBER 21, 2021
As the days get shorter and the weather gets colder, many of us will start turning to our favourite restaurants for some much needed comfort food. But what does the relationship between patrons and food establishments look like within the context of the 'new normal'?
Omnicus
OCTOBER 20, 2021
Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. If you do not have reasonable solutions for receiving and handling these customer inquiries across channels and customer journeys, the overall customer experience will be abysmal. To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your cont
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
GetFeedback
OCTOBER 20, 2021
Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.
InMoment XI
OCTOBER 19, 2021
Over the last few weeks, there have been several announcements from large tech players in the world of VoC (voice of customer) and CX (customer experience). My name is Melanie Disse and I have over 10 years of industry experience—most recently in a VoC role at Mercury New Zealand. I thought I’d spend a moment explaining what these announcements mean for those of us who are VoC, CX and Customer Insights professionals.
ShepHyken
OCTOBER 20, 2021
Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.
PeopleMetrics
OCTOBER 19, 2021
The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE! session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives resul
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Help Scout
OCTOBER 19, 2021
To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider.
Zeisler Consulting
OCTOBER 20, 2021
Do you remember the old commercial for Tombstone Pizza? The tagline was, “What do you want your tombstone?” (By the way, if you clicked through and it’s driving you crazy, the character actor is a fellow by the name of Oliver Muirhead , and if you also share my obsession with Seinfeld , he played Lubeck the pastry appraiser in the episode “The Frogger” who told Peterman that he could get an Entenmann’s—who do not have a castle in Windsor—in the display case at the end of the aisle.
ShepHyken
OCTOBER 22, 2021
Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.?
Heart of the Customer
OCTOBER 21, 2021
As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too. Earlier this month, Genesys acquired Pointillist and Exceed.ai. And there’s likely more to come.
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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?
Help Scout
OCTOBER 20, 2021
Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?
Eptica
OCTOBER 22, 2021
Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.
The DiJulius Group
OCTOBER 18, 2021
In the new reality, most businesses are realizing they have to offer hybrid, flexible, work-from-home (WFH) models to their employees. Studies show that 60% of women and 52% of men say they would quit if they couldn’t work remotely at least part of the time. While 80% of women and 69% of men say remote. Read Full Article. The post How to Create Virtual Energy Thru Weekly Team Rallies appeared first on The DiJulius Group.
Adrian Swinscoe
OCTOBER 22, 2021
Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ […]. The post Combating language discrimination in customer service first appeared on Adrian Swinscoe.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Help Scout
OCTOBER 21, 2021
Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships.
Blueshift
OCTOBER 22, 2021
The streaming network delivers automatic recommendations and notifications to a large, multi-lingual audience through orchestration platform Blueshift. The post How Discovery Plus Markets Complex Streaming Pptions to an International Audience appeared first on Blueshift.
BirdEye
OCTOBER 22, 2021
Did you know that credit card fraud statistics show that within 2 seconds there’s a new victim of identity theft ? Credit card fraud accounted for 393,207 of the nearly 1.4 million reports of identity theft in 2020. Consumers are paying their electric bills and mortgages and dentists, buying groceries and cars, and having meals delivered to their doorsteps, all because they can make payments digitally.
SurveyGizmo
OCTOBER 20, 2021
By Mike Cordeiro. It’s common for even sophisticated market researchers to begin a project before deciphering who specifically needs to answer your questions to provide the best results. Especially when you’re looking at separate groups who evenly hold a stake in the questions being asked. It can leave researchers asking questions like, “how trustworthy is this sample?”.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Clarivate
OCTOBER 19, 2021
Our latest Global Research Report from the Institute for Scientific Information examines G20 member countries’ research performance and includes a special analysis of their COVID-19 research. Each year we report our Annual G20 Scorecard as a prelude to the G20 Summit – a two-day gathering of the world’s major economies, set this year in Rome, Italy on October 30-31.
Blueshift
OCTOBER 22, 2021
Take a deep breath — another holiday season is here. Email service providers and marketers are preparing for the busiest quarter of the year. The post Blueshift’s Holiday Guide to Email Deliverability Success appeared first on Blueshift.
Myra Golden
OCTOBER 20, 2021
People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.
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