MyCustomer

FEBRUARY 21, 2023

The World Bank Group estimates that over 1.3 billion people across the world live with some form of disability.

Banking 59

Banking Groups 59

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways to get VoC programs back on track.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

C3Centricity

FEBRUARY 21, 2023

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

Strategy 225

Strategy Culture Study Loyalty 225

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

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.

Data

BirdEye

FEBRUARY 21, 2023

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

Social Media 98

Social Media Management Multi-Channel Analytics 98

DemandJump

FEBRUARY 21, 2023

Which Are the Best SEO Strategies? Every day, marketers wrestle with the question of how to develop and execute an effective search engine optimization (SEO) strategy. The benefits of an effective SEO strategy are wide-ranging and well-documented, but primarily center around increasing the amount of traffic your website receives. This, in turn, attracts and engages prospects—and can nurture those relationships into conversions.

Strategy 84

Strategy Engagement Marketing How To 84

ShepHyken

FEBRUARY 21, 2023

Ten years ago, I wrote an article about why delivering an amazing customer experience is important. While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top.

Customer Experience 67

Customer Experience Customer Service Training Loyalty Customer Retention 67

Adrian Swinscoe

FEBRUARY 21, 2023

Today’s interview is with Julia Fabris McBride, Chief Leadership Development Officer at the Kansas Leadership Center and co-author of a new book called When Everyone Leads: […] The post We need to move leadership from the job of one to the job of the many – Interview with Julia Fabris McBride of the Kansas Leadership Center first appeared on Adrian Swinscoe.

Leadership 76

Leadership 76

MyCustomer

FEBRUARY 21, 2023

— Self-serve reputation management delivers immediate business value for customers using social and review data to enhance their CX progr 21st Feb 2023 InMoment Announces Reputation Management Solution

Management 68

Management Feedback Data Customers 68

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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.

Customers

Helpware

FEBRUARY 21, 2023

Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook this key component of customer support.

Customers 62

Customers Customer Service Call Center 62

inQuba

FEBRUARY 21, 2023

Where can insurers search for growth in an increasingly competitive Property and Casualty (P&C) insurance market? Insurers are facing strong competition from inside and outside industry, including digital competitors, insurtechs, and vertical integration of ecosystems. What’s more, policy holders’ standards for personalized engagement have never been higher!

Insurance 52

Insurance Multi-Channel Customer Journeys Policies 52

2020 Research

FEBRUARY 21, 2023

Key Takeaways: Consulting with a local supplier partner (research houses/suppliers) prior to finalizing and formalizing the research RFQ is a key aspect for success It is crucial to make sure the local market is understood from a cultural and language perspective. Choosing moderators based on their language use, skills and cultural affinity with the participants/respondents sure makes a big difference and, if not native, no need to panic!

Culture 52

Culture Communication Marketing Study 52

Blake Morgan

FEBRUARY 21, 2023

Millions of customers, thousands of employees, and more than 1,500 stores mean that Petco has a myriad of data and metrics to pull from to track its business growth and success. The challenge, like many other companies, is knowing which metrics to prioritize and measure. Chief Customer Officer Darren MacDonald believes that what gets measured gets managed.

Chief Customer Officer 52

Chief Customer Officer Metrics Measurement Management 52

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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.

Communication

inQuba

FEBRUARY 21, 2023

Where can insurers search for growth in an increasingly competitive Property and Casualty (P&C) insurance market? Insurers are facing strong competition from inside and outside industry, including digital competitors, insurtechs, and vertical integration of ecosystems. What’s more, policy holders’ standards for personalized engagement have never been higher!

Insurance 52

Insurance Customer Journeys Multi-Channel How To 52

Gainsight

FEBRUARY 21, 2023

Customer success (CS) is a multifaceted discipline. It’s both art and science. It’s a balance of high-touch and digital-touch interactions. It’s about creating efficiency while also building deep relationships. At the heart of this juggling act is Customer Success Operations (CS Ops). While CS ops is often viewed as a role or even a team, in reality, long before it’s a headcount, it’s a responsibility that often lives on the to-do list of the CS team lead.

Customer Success 52

Customer Success Multi-Channel Self Service Call Recording 52

NobelBiz

FEBRUARY 21, 2023

Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also creating customer loyalty programs. Unfortunately, there are situations when fraud or scams are carried out using client information. Beyond adhering to data privacy laws and regulations, contact centers should implement better practices for enforcing customer data security and protection.

Contact Center 52

Contact Center Data Management Contact Center Software 52

MyCustomer

FEBRUARY 21, 2023

Engagement The myth of CX ROI that costs companies millions

ROI 86

ROI Customer Experience Engagement Customers 86

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Tips

NobelBiz

FEBRUARY 21, 2023

An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service selection will be more likely to promote it to others if they receive excellent customer service from your business. This article details seven great tips you can implement within your customer service strategy.

Customer Service Strategies 52

Customer Service Strategies Tips Strategy Customer Service 52

My Customer

FEBRUARY 21, 2023

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.

Customer Experience 52

Customer Experience Customers 52

NobelBiz

FEBRUARY 21, 2023

Importance of Reporting and Analytics in a Contact Center Reporting and analytics are one of the crucial components that help gain an accurate and sincere state of a contact center’s development. It is the process of collecting and analyzing data about the performance and operations of a contact center which are utilized to gain insight and identify improvement areas.

Contact Center 52

Contact Center Report Analytics Self Service 52

Forrester's Customer Insights

FEBRUARY 21, 2023

Over three quarters of banks are increasing their spending on emerging technologies, creating the potential for hype and fear of missing out. Forrester identified nine emerging technologies that should be on the list of every bank, either now or later. We then organized them according to when firms can expect return on investment and provided details about the technologies and their use cases.

Banking 49

Banking Return on Investment Innovation Technology 49

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.

Retail

NobelBiz

FEBRUARY 21, 2023

Even though technology has improved in the call center industry, the level of customer experience is still mostly determined by how people interact with each other. This means that the agents’ soft skills can make a big difference in how good your support is. Building customer loyalty and setting yourself apart from your competitors also depends on how competent are your agents.

Contact Center 52

Contact Center Call Center Communication Omni-Channel 52

Forrester's Customer Insights

FEBRUARY 21, 2023

Outdated, short-term growth strategies that focus on extracting value from customers will fail. To succeed, companies must build, run, and continually optimize a customer-obsessed growth engine.

Customers 48

Customers Strategy Company Sales 48

NobelBiz

FEBRUARY 21, 2023

The Customer Satisfaction Score is a popular metric used by call centers to assess buyer satisfaction. It instantly collects “on-the-spot” comments after a purchase experience or engagement with the brand to offer real-time client feedback. The CSAT is based on the customer’s emotions, as opposed to the NPS, which is intended to provide a more reasonable perspective.

Customer Satisfaction 52

Customer Satisfaction Measurement How To Call Center 52

dscout People Nerds

FEBRUARY 21, 2023

The CUE studies focused on researching user experience research itself. How meta!

Study 52

Study User Experience 52

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Training

My Customer

FEBRUARY 21, 2023

Customers should be the first concern of every business, as without them there is no income. Gaining and retaining customers is therefore.

Consulting 52

Consulting Customers 52

Forrester's Customer Insights

FEBRUARY 21, 2023

It seems that every other news headline is warning us of impending economic doom in 2023. The peculiar thing about sales is that there really are no acceptable excuses for nonperformance. I knew of sales leaders who were put on performance improvement plans during the pandemic.

Sales 26

Sales Technology Strategy 26

SmartKarrot

FEBRUARY 21, 2023

Role: Head of Customer Success Location: London, England, United Kingdom (Hybrid) Organization: Builder.ai As a Head of Customer Success you’ll establish the customer success strategy, specify the desired operating model, and work together across the organisation to maintain ongoing alignment with the product, sales, and technical support teams.

Customer Success 19

Customer Success Multi-Channel Case Study Leadership 19