Tue.Mar 09, 2021

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Why headless loyalty is better for customer engagement

Currency Alliance

Headless loyalty systems are API-first loyalty platforms that enable any customer-facing platform to integrate loyalty marketing functionality into their Customer Experience (CX) via API. Building adaptive loyalty marketing functionality is increasingly complicated and necessary, as loyalty points become a new asset class, and loyalty commerce between complementary brands gains traction.

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10 Customer Self-Service Best Practices to Power Your Contact Center Results

NICE inContact

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

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Interview: Creating a Clean Experience

Heart of the Customer

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

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Cross Functional Customer Retention is Key to Strategy

One Millimeter Mindset

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally? Because professional proactivity is central to a cross-functional customer retention strategy.

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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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A Complete Contact Center’s Guide to Average Handle Time (AHT)

Advantage Communications

Successful customer service programs rely on highly-skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.

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3 Tips Brand Marketers Can Use When Marketing During a Pandemic

Hallmark Business Connections

Raise your hand if you thought this pandemic would blow over in a week or two last spring. Instead, the virus dug in its heels and forced us to shift how we live and work for months on end. If you’re a brand marketer, that meant pivoting your strategy to account for the “new normal,” tossing out (or heavily revising) now-defunct messaging, and collaborating with teammates over Zoom rather than in person.

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Meet Rachel: CSM at ChurnZero

ChurnZero

ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features, Rachel Gurman , Customer Success Manager at ChurnZero. . As a member of the Customer Success team, Rachel helps cultivate exceptional experiences and sustained value for our customers by acting as a trusted advisor and advocate from point of sale through renewal. .

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What is Experience Marketing? Here’s everything you need to know

BirdEye

Marketers at multi-location businesses have arrived at a true inflection point in which the world of customer acquisition and retention as we once knew it has rapidly shifted. Advertising – and more specifically, Google AdWords – just doesn’t deliver results as it once did. Now new customers instead find the businesses they patronize through searches, social, online listings and referrals.

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Wall Street Journal: Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic

Happy or Not

The Wall Street Journal, after interviewing our co-founder and Executive VP of Strategic Alliances, Ville Levaniemi, published an article titled “Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic”. The […]. The post Wall Street Journal: Instant Feedback ‘Smiley’ Buttons Go Touchless in Pandemic appeared first on HappyOrNot.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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How to Scale Product Feedback for PMs (2 of 3)

Vanilla Forums

This blog is the follow up to How to Scale Product Feedback for PMs, part one.

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How to Deliver WOW Customer Experience at Scale via Non-CSM Managed Model

CSM Practice

Knowing your customers better than anyone else is the key to identifying moments that matter with your customers and delivering a WOW customer experience that keeps your customers coming back. In this Chat & Learn episode, we featured the customer success team of Glint. Glint is a People Success Platform that leverages real-time people data to help global organizations increase employee engagement, develop their people, and improve business results.

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EBI.AI Launches Community AI with Cost-Effective AI Assistants for Local Councils

CSM Magazine

Coventry City Council is first to join the exclusive network for local councils overwhelmed with calls about bins, Council Tax and Covid. One of the UK’s leading conversational AI companies, EBI.AI , has launched a new service to help local councils struggling to cope with a high volume of repetitive calls about community services like missed bin collections and parking charges.

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How to improve customer service: A winning customer service strategy

delighted

What if we told you that there’s a way to grow your business by two to four times without developing a new product or receiving additional funding? Exceptional customer service turns new customers into promoters and promoters into returning loyalists. And these promoters have the potential to grow the lifetime value (LTV) of your brand by 1400%. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal.

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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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What Are The Features Of A Contact Center Software?

NobelBiz

Whether it's adapting to new work habits, anticipating call peaks, or taking advantage of cloud technologies. More and more business owners are choosing contact center software hosted in the cloud to manage their organization. The post What Are The Features Of A Contact Center Software? appeared first on NobelBiz®.

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4 Keys to Handling Negative Customer Reviews

ReviewTrackers

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What Are The Features of a Contact Center Software?

NobelBiz

Cloud Contact software will enable you to have the fastest, most effective ways to gather the clients and make them interact with you. With this, you will have the chance to make the right decision and achieve the required results. Contact center software is meant to provide clients with an exceptional customer service experience. They are designed to automate different operational tasks, help support clients with various problems and issues, and ensure that agents are always on the right track

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Customer Service Outsourcing For Your Business Growth

Magellan Solutions

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business? We can base it on numbers. . What. Percentage. What does it mean?

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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3 Reasons to Have an Attorney for Your Ecommerce Store

CSM Magazine

There is a very low barrier to entry when it comes to running an ecommerce site. It is easier than ever to run a business when you do it online. The one thing that people tend to forget, however, is that it is like any other business. Which means that you have to cover yourself against all kinds of threats like lawsuits to fraud and all kinds of other issues.

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A Focus On Outbound Telemarketing For Business Expansion

Magellan Solutions

How does inbound and outbound telemarketing differ? Inbound and outbound telemarketing are both about generating customer interest. But approaches about how the interest is being captured are different for both. Both of these telemarketing strategies can be for: B2C. Deals with consumers who might show interest in a product. This market is transaction-based.

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What CISOs Taught Me

Forrester's Customer Insights

First off, I’d like to express how thrilled I am to join Forrester’s security and risk research (S&R) team as a senior analyst. I’ve been working closely with this team for eight years in my previous role as a principal advisor to our chief information security officer (CISO) community, and I’m honored to join the […].

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Making an Impact During These Unprecedented Times – Josh Zamora, Director of Customer Success at ServiceNow

Strikedeck

Vincent Manlapaz, in an interview with Josh Zamora shares his thoughts on the impact of this pandemic [in relationship building] and how CS should play its part while adapting to these changes? The post Making an Impact During These Unprecedented Times – Josh Zamora, Director of Customer Success at ServiceNow first appeared on Strikedeck | Customer Success Platform.

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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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CX job vacancy of the week: FLEETCOR

MyCustomer

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 9th Mar 2021. By Neil Davey Managing editor.

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Key Takeaways From The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021

Forrester's Customer Insights

In Forrester’s recently published report, “The Forrester Wave™: B2B Marketing Events Management Solutions, Q1 2021,” we evaluated the 14 most significant ones — 6Connex, Bizzabo, CadmiumCD, Certain, Circa, Cvent, Hubb, Intrado, Kaltura, meetyoo, ON24, RainFocus, Splash, and SpotMe — against 28 criteria. We also interviewed or surveyed more than 40 reference customers of these vendors. […].

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Amazing Business Radio: Christine Trippi

ShepHyken

How to Say Yes…Almost Always. Empowering Your Employees to Create an Amazing Customer Experience. Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers. Top Takeaways: The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.

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20 Best Customer Experience Quotes

SmartKarrot

Customer experience is a growing discipline and has become more important than ever. Good customer service is important for businesses to not lose customers or gain a bad reputation. Customer experience is essential for any business. Customer experience is the end result of what people think about your brand. Customer experience transforms the brand image, increases retention, and creates loyalty.

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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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Why a Data-Driven Customer Success Program is Crucial to Your Success

Totango

Do you have a favorite business? Perhaps a local restaurant where you’re greeted by name and immediately handed your beverage of choice. Or maybe there’s an online retailer who provides quick shipping and goes above and beyond to correct any issues. Or it might even be your trusty handyman who always makes himself available when the refrigerator breaks or the kids toss a ball through the kitchen window ( again ).

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Mar 09 – Customer Success Jobs

SmartKarrot

Role: Vice President, Customer Success Location: Boston, MA, US Organization: Immuta As a Vice President of Customer Success, you will map the customer journey beginning with implementation. Define the segmentation of the customer base and varying strategies for each segment. Create a Customer Advisory Council to influence the business’s strategic direction and longer-term product roadmap.

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Quickly Build Your First Customer Feedback Program for Powerful Results

Wootric CX Blog

While so many companies are pondering how to grow their customer experience (CX) programs, there are plenty of CX champions looking to start a CX program. We talk with plenty of companies that are just starting up, or as we prefer to call it: Early Stage. . Contrary to popular belief, it’s not at all hard to get your Early Stage CX program started. With a little guidance, you can quickly build and implement a quality program that helps you: Listen to your customers.