Sat.Oct 06, 2018 - Fri.Oct 12, 2018

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A People-First Approach to Better Customer Experience – Opentalk18

Talkdesk

No matter the service, product or industry, consumers have plenty of options when it comes to the organizations in which they put their trust. In this digital world where consumers have more choice and higher service expectations than ever before, customer experience is a powerful differentiator. So how do we, as CX organizations, embrace customer experience as a competitive advantage?

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3 Ways Convenience Store Retailers Can Collect More Customer Feedback

IntouchInsight

Gathering customer feedback can be a challenge even from your most loyal customers. Here are three strategies convenience store retailers should use to collect more customer feedback.

Retail 159
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When emotions run high, the “cooler head” may be made of silicone

Interactions

OCTOBER 10, 2018 I admit it. I can be pretty. Read more » The post When emotions run high, the “cooler head” may be made of silicone appeared first on Interactions Resource Center.

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Millennial Generation Customer Service – The Ultimate Guide

TechSee

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. On her way out, she checks with Alexa whether her shoes have been shipped by Amazon, grabs her ear buds, sets her smart home security system, and rides her electric scooter

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Five Low-Cost Ways To Improve Your Customer Service And Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. 1.

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Traveling on a Budget: Top 5 Cities in the U.S.

QuestionPro Audience

Americans traveling solo is at an all-time high right now, particularly among millennials. Travel, in general, is easier than even a decade ago. With smartphones, we’re able to research and book travel plans, but once you’re there, activities cost money. Luckily, RetailMeNot recently conducted research to find out which U.S. cities are best to travel to alone when on a tight budget.

Travel 225
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Where Can Artificial Intelligence Improve Your CX?

InMoment XI

Remember when Artificial Intelligence (AI) was something from a science fiction movie or television show? Characters such as Rosie from The Jetsons, Hal from 2001: A Space Odyssey, or Ash from the movie Alien used to just be fantasy and so far-fetched that they could never feasibly become reality. Each of these characters relied on. View Article.

B2B 200
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10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

[Originally published in Forbes.com. The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. (Here are three ways to reach Micah: email, chat, web). Last week, I suggested quick wins that could improve your customer service and customer experience.

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The 9 Best Ways to Win Back an Upset Customer

Steve DiGioia

when you have a love of service, it's not that hard to do. This original article was written by Steve DiGioia. Many service providers have lost sight of what really matters. It’s not the ROI, the seamless journey between touchpoints, or even the capacity to personalize the product or service we offer. It’s the ability to sustain relationships that will enable long-term viability and growth.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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4 Tech Trends That Broke the Field Service Mold

Oracle

Not so long ago, field service employees could only connect with the dispatcher, the back office, or the warehouse in a few ways: face-to-face, by phone, or by two-way radio. At the start of the day, the schedule would be provided to the technicians, and throughout the day there’d be little to no ability to communicate back and forth should any problems arise, i.e., misplaced equipment, incorrectly ordered parts, or delays in the schedule.

Trends 207
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Multichannel CX Isn’t About Saying “We’ll Get Back to You”

InMoment XI

Multichannel CX isn’t About Saying, “We’ll get back to you” on 10 New Channels Multichannel customer engagement is a well-covered topic. A quick Google search on the topic yields over 693,000 results. Search for Multichannel Customer Experience or Multi-channel Customer Service and you’ll get more than 5 million results for each. With so much coverage, why.

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The New Trend in Petcare Healthcare: CBD

QuestionPro Audience

Over the past ten years, the relationship between pet and owner has taken on a new meaning. With Americans waiting until later, if at all, to start a family , the bond with their pets has grown stronger, and young Americans are leading in their rate of pet ownership. The pet industry has seen changes like the popularity of grain-free food and pet technology.

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How to Drive Brand Advocacy with Your Net Promoter Score (NPS) Survey

GetFeedback

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. To identify these loyal customers, Reichheld advises implementing a Net Promoter Score (NPS) survey, which is a simple way of gauging a customer’s loyalty to your brand and a good predictor of how well your business will perform

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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3 Ways to Leverage Customer Feedback

Andrew Mcfarland

(Guest post by Taylor McKinney, a Marketing Specialist at TrustRadius, a trusted website for B2B software reviews. When she is not writing about the latest tools and small business trends she is enjoying Austin’s beautiful scenery with her family.) You don’t.

Feedback 153
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Level Up Your VoC Program

CX Accelerator

Breaking free from survey mentality with unstructured customer feedback. It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. When we consider today’s customer, and the methods by which they exercise their voice, we can do so much more. Consumers are not as likely to fill out surveys as they once were.

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Earn Millennial Dollars with these CX Tips for Retailers

Centriam Customer Experience Lab

The shopping habits of millennial's are a perpetual source of anxiety for retailers. Within the past week, the Economist discussed how established companies can win over these customers, and Deloitte released the results from their 2018 Millennial Survey Report. The crux of the matter is that many retailers are finding it difficult to connect with mi llennial shoppers.

Retail 150
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Webinar: Driving Action, not just Insights

CloudCherry

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.

CEM 150
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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3 Ways to Become a Customer Feedback Brand

AskNicely

Your company’s brand is more than a cool or cute logo and colors meant to evoke emotions. Your customers start to care about your brand when they can connect the visual identity with a personal emotional response. Do they identify themselves amongst your audience as part of your “tribe”? Are they connected to brand stories and share far and wide?

Feedback 150
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Is a Strategic Contact Center Partnership Even Possible? [eBook]

BlueOcean

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not the ones who are as invested in your company’s success as you are.

eBook 162
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Build a Data-driven CX Program Without IT: A Centriam Story

Centriam Customer Experience Lab

Maggie had a problem. In addition to her "day job" as marketing director for a regional telecom, she had been assigned a pilot project to gather more customer experience data. She knew she could send out more surveys but was wary if that would have any lasting impact. After all, had her company made any changes after five years of reviewing the annual customer satisfaction survey?

Data 150
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Webinar: Driving Action, not just Insights

CloudCherry

There’s a big gap that exists between asking customers for feedback and then taking relevant action. The Temkin Group recently reported that , while 60% believe they do well at soliciting feedback, only 24% of large firms believe they do a good job of taking action on these insights. That’s just not good enough. “Action is the holy grail!” says Bruce Temkin.

CEM 150
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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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How to Drive Brand Advocacy with Your Net Promoter Score® (NPS®) Survey

GetFeedback

How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.

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Implement Continuous CX Improvements in Your Contact Center

NICE inContact

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. In the second episode, Building Continuous CX Improvements in Your Contact Center, Nate Brown, co-founder of CX Accelerator, shared his expertise regarding how to build an all-star contact center. As a follow up, Mr. Brown has provided input into the following Questions and Answers: 1) Please translate the “Metrics” acronyms – CES, NPS, Churn Rate, LTV and EX, and how these help

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Finding What Your Customers Need Next Is The Best Way To Steer Your Brand

Storyminers

Guest post by Lexie Lu. Gaining recognition for your brand is a big task. Not only do you have to tie marketing into branding, but you also have to consider every aspect of your reputation in order to manage the way people remember your company. Figuring out what your customers need is one of the strongest ways to steer your brand reputation and grow your company.

Brands 124
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Delivering a Seamless Customer Experience: Lessons from Forrester CX SF

IntouchInsight

Read this blog for three key takeaways from Forrester CX SF that will help you design and deliver a seamless customer experience.

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The Open CCaaS Advantage Report

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.

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Are You Using This Powerful Sales Technique?

Beyond Philosophy

We all want to sell more. So how do we do this? A powerful sales technique exists that can help. The best sales organizations use it well; the worst, not so much. It is based on a psychological concept called reciprocity, and it might be what you need to get (or keep) your foot in the door. We discussed reciprocity in our recent podcast episode. Reciprocity is a concept in psychology that describes how people respond to a positive act with another one in return.

Sales 137
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How to Build in Experiences That Will Earn Customers’ Raves: Introducing the “Talk Trigger” with Jay Baer

Customer Bliss

In this special video episode of “The Chief Customer Officer Human Duct Tape Show” podcast, I interview Jay Baer , founder of Convince & Convert , a digital strategy consulting firm that helps prominent companies with customer retention and acquisition, and author of the new book “ Talk Triggers: The Complete Guide to Creating Customers With Word of Mouth, ” on how to operationalize experiences that creates word-of-mouth marketing for your business.

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How to deliver exceptional Digital Customer Experience?

Customer Guru

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. In today’s world, the word digital has various meaning. While for some, digital is a new way of doing business, for others, it is an innovative way of catering to their audience, while still others believe that it is being connected to everyone at all times.