Interactions

FEBRUARY 11, 2021

Valentine’s Day is just around the corner. Every year, I receive multiple emails and Facebook ads reminding me that I need to make sure I tell that special someone how much they mean to me. Greeting cards at the store read “You make me feel special,” “Thanks for always being there” and “Valentine, you just get me.” . When it comes to providing good customer experience, the same relationship qualities apply.

Brands 71

Brands Average Handle Time eBook Technology 71

Steve DiGioia

FEBRUARY 11, 2021

We get so bogged down in life’s everyday chores. As songwriter Harry Chapin famously said, “There’s planes to catch and bills to pay” – thank goodness there’s Valentine’s Day to remind us to stop and show how much we care about the special people in our lives. They’re underappreciated and overworked too. Think about how much that special day means to them.

Tips 208

Tips Customers Meeting 208

Zeisler Consulting

FEBRUARY 11, 2021

I came across the following article I wrote in an earlier part of my consulting career (I was much thinner then). Without knowing it at the time, I foreshadowed a lot of reflection that I use now as an executive CX consultant and Fractional CCO. At the time my practice was mainly focused on training clients and facilitating workshops in Lean Six Sigma and Agile Project Management among other topics…mostly more transactional than the larger and more strategic work I do with clients these

Feedback 93

Feedback Consulting Course Engagement 93

Chadwick Martin Bailey

FEBRUARY 11, 2021

In the past year, we’ve been forced to try new things and step outside of our comfort zones. After almost a year of challenging transitions to virtual everything , this year’s annual Qualitative Research Consultants Association (QRCA) conference (exclusively virtual) exceeded my expectations. The content was easy to access (and great, as always), and the platform (Pathable) seamlessly replicated the social nature of conferences by enabling a sense of valuable networking.

Conference 107

Conference Consulting Culture Brands 107

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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

CX Centric

FEBRUARY 11, 2021

Speaking to many business leaders especially in my part of the world, I am always keen to find out the overall culture that they set out to create. There are two specific themes that seem to be re-occurring today: 1. Agility 2. Collaborative Leadership In this article, I discuss both Agility and Collaborative Leadership, and argue that these two disciplines are not enough to ‘win’ in today’s competitive, fast-moving and complicated landscape.

Culture 105

Culture Leadership Roadmap Customer Centricity 105

Blueshift

FEBRUARY 11, 2021

In the past 20 years, it has become clear that data is king. The 2020s will be defined by marketing rushing to collect and capitalize on their customers’ data, The post Blueshift Breakdown: Data Activation, Marketers’ Secret Weapon in 2021 appeared first on Blueshift.

Data 98

Data Marketing Customers 98

DemandJump

FEBRUARY 11, 2021

Imagine you are helping someone as they cross a stream of rushing water. Do you watch their voyage along the shoreline to find the best entry point? Or are you more concerned with the stepping-stones that let them get across? Which information do you think will be more useful in ensuring other people behind them cross the stream without incident?

Analytics 96

Analytics Marketing Management 96

Advantage Communications

FEBRUARY 11, 2021

Today’s most successful outsourced contact centers are using innovative technologies and state-of-the-art tools to deliver world-class customer experiences (CX) within their client’s customer service programs.

Contact Center 95

Contact Center Innovation Tools Technology 95

DemandJump

FEBRUARY 11, 2021

Most businesses are tracking click-through conversions, where a user clicks an ad or other link, gets to your website, and makes a purchase or contacts your sales team.

Sales 97

Sales Marketing 97

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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?

Customer Experience

Feedbackly

FEBRUARY 11, 2021

If businesses want to provide a stellar customer experience, they have to understand the customer journey of their clients first. Jaakko Männistö, in his. Source.

Customer Journeys 98

Customer Journeys How To Customers Customer Experience 98

One Millimeter Mindset

FEBRUARY 11, 2021

Are you busy delivering non-stop, one-way output to your team? If so, you may fall short of creating opportunities to impact, engage, inspire, take action, and innovate. Together. When you target a cross-functional team leadership trajectory, professional success leverages more than delivering presentations during meetings. As a result, acknowledging your comfort with your default delivery style becomes mission-critical to leading by example, cross-functionally.

Leadership 92

Leadership Innovation Meeting Consulting 92

Team Support

FEBRUARY 11, 2021

A playbook for delivering the ultimate customer service experiences. The customer experience is the new marketing. That’s what Micah Solomon, best-selling author, customer service industry consultant, and Forbes contributor, asked as he opened a recent webinar based on his new book , Ignore Your Customers (and They’ll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience.

B2B 85

B2B Leadership Culture Customers 85

Gainsight

FEBRUARY 11, 2021

When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never been a better time to be a public software company. But in any frothy environment, you can find a mix of cream rising to the top—and dirt along for the ride. How do you identify the signal from the noise in cloud stocks?

Chief Customer Officer 85

Chief Customer Officer Metrics Software Groups 85

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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,

Tips

Cyara

FEBRUARY 11, 2021

Valentine’s Day is upon us, so I bet I can guess what’s on everyone’s mind: Your CX life. You might be asking yourself, how important is CX? How can I get better at CX? Is my CX performance meeting expectations? Customer experience (CX) (.what did you think we were talking about?) is just that, an experience that the customer takes away from any interaction with your business.

Meeting 67

Meeting Interaction Brands Customer Experience 67

DemandJump

FEBRUARY 11, 2021

Let’s talk superheroes for a brief moment. Oliver Queen, also known as the Green Arrow, owns a quiver full of trick arrows, with each one designed to perform a specific action that yields intended results depending on the situation at hand. But if one of his arrows malfunctions or doesn’t do what he wants, his pursuit of justice doesn’t stop––he adjusts as needed with the next best possible arrow.

Multi-Channel 59

Multi-Channel Marketing 59

CSM Magazine

FEBRUARY 11, 2021

New Calabrio ebook provides practical advice and strategies from three award-winning organisations. Doing business has never been more unpredictable. Success depends on identifying and analysing trends then quickly developing effective solutions. Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

DemandJump

FEBRUARY 11, 2021

If decision making were easy, humans never would have needed to invent flipping a coin, the magic 8 ball, or any of the hundreds of traditional fortune telling methods that span back millennia of human history. And today, sometimes it feels like marketers must use any and all of these methods to understand what will motivate audiences to make a buying decision.

Marketing 59

Marketing Analytics 59

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.

Customer Insights

Kustomer

FEBRUARY 11, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Hunter Schoettle from PatientPop to uncover the four secrets to transforming the customer experience. PatientPop offers support to private healthcare practices and Hunter’s team is able to handle every aspect of CX with these four helpful tips.

Tips 59

Tips Healthcare Data Trends 59

DemandJump

FEBRUARY 11, 2021

In order to climb the ladder of success for your business, you must know about your business’ competition. You have to know what your competitors are doing and how you compare, and how to stand out in a crowd competing for your target audience’s attention. Once you have identified these competitive opportunities and gaps, you can begin laying out your content marketing strategy to propel long term growth.

Marketing 59

Marketing Strategy How To Consumers 59

dscout People Nerds

FEBRUARY 11, 2021

To grow as researchers, we need to seek and accept feedback from our peers. For that, we should take a page out of the designer’s playbook. .

Feedback 59

Feedback 59

Magellan Solutions

FEBRUARY 11, 2021

How much it cost for a virtual assistant. Basic administrative tasks cost around $15-25 per hour. Meanwhile, you pay customer service executives $25-30 for an hour. For more complex tasks, the expected salary would reach at least $50. . An experienced assistant may charge more. Their years of expertise do not come cheap anymore. With more years of experience, the higher their expected salary is.

Social Media 52

Social Media Hospitality Loyalty Programs Travel 52

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Training

Optimove

FEBRUARY 11, 2021

You know how saying “we’re excited” is often just corporate lingo? You do know, we’re sure. But today, we are really, truly, exceptionally extraordinarily excited – because, for the very first time ever, we announce the winners of the inaugural Heptagon Awards! (which also means we will never ever again get to announce it FOR THE FIRST TIME again. See?

CRM 52

CRM Marketing Entertainment Course 52

CSM Magazine

FEBRUARY 11, 2021

To ensure the success of a small to medium business or an SMB, there’s a requirement to continually evolve, adapt and keep an eye on the competition. When you’re just starting out in launching your SMB, you’ll be in the best position to hit the ground running — so long as you do all of the preparation work involved. That means digging deep into who your rivals are, understanding the types of products and services your customer base is interested in as well as finding out about the growth of your

Tips 52

Tips Policies Trends Marketing 52

Forrester's Customer Insights

FEBRUARY 11, 2021

The COVID-19 crisis is exacerbating preexisting trends, leading to a technology “splinternet,” protectionism, and local regulation. “With the rise of US-Chinese tensions, we risk entering a siloed world a bit like during the Cold War, with blocks living in autarky to preserve their sovereignty,” recently warned Jean-Marc Chéry, CEO at STMicroelectronics.

Trends 57

Trends Technology B2C Marketing 57

dscout People Nerds

FEBRUARY 11, 2021

You learn a lot teaching others. Here are 7 valuable lessons learned training junior researchers. .

Training 52

Training 52

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

Loyalty

Forrester's Customer Insights

FEBRUARY 11, 2021

First the social networks conquered text. Then they dominated video. And now, the new frontier: audio. New app Clubhouse has garnered significant buzz for its audio-based chatroom environment, where users can join live conversations with people and topics they follow. Last month, Twitter announced its acquisition of Breaker, a social podcasting app, and quickly transitioned […].

Video 57

Video Social Media Advertising B2C 57

Magellan Solutions

FEBRUARY 11, 2021

Call Center Business Philippines: Best Services. The call center business in the Philippines is perfect for any business. In fact, it is the BPO Capital of the World. This industry is so in-demand that many companies are outsourcing here every year. The Philippines BPO is also ready for the COVID-19 pandemic. There are several protocols made by companies and the government to continue the operations.

Call Center 52

Call Center Telecommunications Healthcare Hospitality 52

Forrester's Customer Insights

FEBRUARY 11, 2021

Governance, risk, and compliance (GRC) and identity and access management (IAM) are two separate disciplines with different reporting structures and distinct goals. And yet, like many of our favorite things (milk and cookies, peanut butter and chocolate, or Netflix and our sofa), when they work together, the benefits are greater than the sum of their […].

Government 45

Government Report Management 45