SaleMove
AUGUST 6, 2019
Let’s face it: nobody likes calling customer service. The pre-recorded voices, the button pressing, and the wait times can all wear on a customer’s patience. When he or she finally does reach a human [or a bot], what customers want more than anything else is a quick and effective solution to their problem. If you want to keep them happy and loyal, it’s your job to deliver.
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Second to None
AUGUST 9, 2019
Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime.
ChurnZero
AUGUST 9, 2019
5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Productivity and time management skills don’t come natural to everyone and that’s okay.
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.
Ecrion
AUGUST 7, 2019
If you’re like most businesses, you lose between 10-25% of your customers every single year. There are many reasons a customer might leave your business , but one of the biggest culprits is an age-old foe: poor customer service. What you might not realize is that your high employee turnover is intricately connected to bad customer service. Sure, you could say that high employee turnover means that customers have to deal with inexperienced staff, but the problem is much deeper than that.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
QuestionPro Audience
AUGUST 8, 2019
Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate.
InMoment XI
AUGUST 6, 2019
This article was originally published by ESM. You can view the article here. Technology Vet to Enterprises: Stop Chasing Bright Shiny Objects and Focus on Basics When the CEO of a leading technology company warns business leaders to beware of ‘bright shiny objects,’ one should listen. With extensive experience in customer relationship management, human resources.
Experience Matters
AUGUST 5, 2019
Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.
Steve DiGioia
AUGUST 5, 2019
it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.
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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.
QuestionPro Audience
AUGUST 8, 2019
How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds. But after a few months or years, these exciting pets suddenly need a new home or are at the risk of being abandoned by their owners.
GetFeedback
AUGUST 7, 2019
Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation. The appointment is set, the onsite technician is dispatched, but there’s no telling if or when he’ll arrive. Eventually he does, but it’s still a few more hours until the onsite service is complete.
Calabrio
AUGUST 7, 2019
Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.
NICE inContact
AUGUST 7, 2019
If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service.
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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.
QuestionPro Audience
AUGUST 8, 2019
Is conducting DIY market research easy? How do I begin researching my market? Where will I get my target respondents? What questions should I ask them? And most importantly, will I be able to conduct successful research on my own? If you think only a professional research agency will help you solve these problems, you’ll be pleasantly surprised to know that the internet has helped change this business model. .
GetFeedback
AUGUST 5, 2019
Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers – through surveys. Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.
Customer Bliss
AUGUST 6, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one? I always wonder, when a company sends customers this much paper, are they just hoping no one reads it? If they did want people to read it, wouldn’t they make it easier to understand and get through?
NICE inContact
AUGUST 8, 2019
Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new
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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?
QuestionPro Audience
AUGUST 8, 2019
Hands down, soccer is the most popular sport on this planet today. It is estimated that more than half of the world’s population (4 billion out of 7.7 billion) consider themselves to be soccer fans. But soccer in the USA is still far behind being the most popular sport. Americans are more into baseball, basketball, and NASCAR.
GetFeedback
AUGUST 7, 2019
GetFeedback turns Field Service Lightning into a more well-rounded solution by providing deeper visibility into the onsite service experience.
Customer Bliss
AUGUST 8, 2019
I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.
NICE inContact
AUGUST 5, 2019
Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.
Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali
Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.
Alida
AUGUST 6, 2019
In this automated, AI obsessed and data-driven world there is sweet irony that one of the biggest impediments to digital transformation, successful product launches, and exceptional customer experiences, are gut decisions and the opinions of the most senior person in the room.
GetFeedback
AUGUST 5, 2019
Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers –.
Experience Investigators by 360Connext
AUGUST 6, 2019
Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? Which brand delivers on their expectations?
NICE inContact
AUGUST 8, 2019
We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for.
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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,
ShepHyken
AUGUST 7, 2019
Tony Hsieh is the CEO of the online shoe and clothing company, Zappos. The company’s reputation for amazing customer service is almost a cliché in the customer service world. Zappos stories have become customer service legends. The Zappos phone call that lasted 10 hours and 43 minutes is one such legend. There are many others, and this is just one of the reasons Zappos is recognized as one of the top customer service companies on the planet.
Alida
AUGUST 7, 2019
Is it true that customers still don’t trust the businesses they purchase from? According to the Mechanics of Trust report by Forrester, modern marketing practices promote consumer skepticism, not confidence. Repetitive and disruptive online advertising, the ability to fact-check advertising claims with just a few mouse clicks, plus the real-time feedback machine of social media, have made consumers wary of the marketing narratives delivered by businesses.
Thematic
AUGUST 7, 2019
This blog is a comprehensive guide that will tell you everything you need to know about calculating the ROI of Customer Experience (CX) to move from insights to action. It includes a step-by-step guide to help you calculate the ROI of CX. We’ve also created spreadsheets just for you that you can use to calculate two financial models: the impact of Net Promoter Score (NPS) on company revenue and on customer acquisition costs.
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