Tue.Jun 13, 2017

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The Case for Automotive Dealership Mystery Shopping Programs

InMoment XI

Being a good son-in-law, I have taken on the responsibility of finding my mother-in-law a new car. Her lease expires soon and I have been dedicated to getting her the best deal possible—but on a car that is safe for her and for my kids (which she is frequently carting around to go shopping, go. View Article.

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What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

BlueOcean

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

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How To Choose A Persona For Your Journey Map

Kerry Bodine

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different customers have different needs and expectations of your organization.

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Oh the Humanity! Creating Stronger Human Connections in Customer Service

Who's Your Gladys?

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty. I got a call the. The post Oh the Humanity! Creating Stronger Human Connections in Customer Service appeared first on Who's Your Gladys?

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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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Prioritizing Your CX Program: Why It’s Hard & How to Do It

GetFeedback

If you're to get your company's CX program off the ground, you're not alone. Here are the top challenges CX leaders face and some ways to overcome them.

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Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

At first, I didn’t have the heart to place my various occupational titles in the search field. I was afraid I’d find I’d already been replaced. However, a wave of courage washed over me and I went boldly into the unknown. Whew…as an author I might be safe with a percentage just less than 4%. In case you’re lost, you too can go to a website that predicts the likelihood your job will be replaced by a robot.

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Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

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Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx

Kate Nasser

Customer service is a case of sudden relationship. CSRs, agents, and tech support analysts build rapport while solving problems. The best use these 8 steps to overcome the lack of trust and understanding that longer term relationships enjoy. The post Customer Service: Turn Sudden Relationships into Bonds | #custserv #cx appeared first on KateNasser.com.

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Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

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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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7 Types of Customer Service Representatives You Should Hire Now

Magellan Solutions

Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels. A global study of 1,440 reps found that these professionals fall into seven distinct profiles. Empathizers are the most common type, but Controllers were found to be the most effective at providing solutions.

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Self-Service: The Changing Nature of the Contact Center

Calabrio

Contact centers have been going through a change for some time. The days of fielding quick and simple calls are in the past. Self-service has put the customer in charge of their experience , leaving call centers tasked with facing only the most complex and difficult calls. Our websites are a bustling foundation for self-service. Customers visit, explore their options, digest our content and in many cases, can self-serve, all with little-to-no human interaction and expense on our part.

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The Dissection of a Terrible Automated Follow-Up Email

Promoter.io

If you’re like me, you probably get automated sales emails from folks every day. They usually start by saying something like, “Sorry to bug you”, or “I know you’re busy” … or an endless number of other cold intros. These emails happen so frequently now that it’s pretty easy to spot the automated emails from […]. The post The Dissection of a Terrible Automated Follow-Up Email appeared first on Promoter.io Blog.

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Three DX Trends That Can Reduce Complexity in Customer Experience

Avaya

My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.” For most organizations, reducing complexity in customer experience for both external and internal customers is important—happy customers are loyal; they spend more, more often.

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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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How Long Will It Take You to Talk to Us About Soft Skills Training?

Myra Golden

Yesterday I delivered a full-day of soft skills training to a new client in Denver. We had such a fun day. Lots of participation, solid take-aways, table discussions that I know were behavior changing. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? • Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away wi

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7 Tips How to Keep Your Employees’ Morale All Year Round

Provide Support

How to Keep Your Employees’ Morale. When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company.

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Customer Feedback Form: 6 Keys to Success

ReviewTrackers

As part of their effort to improve customer experience , a growing number of organizations are applying various techniques for proactively collecting customer feedback. Why? Not only does collecting customer feedback help inform your business’ decision-making process; it also helps you understand customers better and get a more accurate handle on how they perceive your product, service, brand, and company.

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4 Ways to Measure Churn & Retention – Part 1

ClientSuccess

Churn, Retention, Revenue. For those of you in customer success and sales, it’s nearly impossible to go a day without hearing words like “churn”, “retention”, and “revenue”. Those 3 phrases go hand-in-hand with ensuring that your organization is set up for long term success, and that your customers are happy with your products. In the business of SaaS, churn, retention, and revenue are critical factors in measuring many other key aspects of business such as annual recurring revenue (ARR), monthl

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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How to Leverage Your Mobile App As A Corporate Asset

CXApp

Admit it or not, as a business you one of your primary goals is to boost your revenue stream. There are many ways to do this, including - but not limited to - increasing your customer base, sponsors and adverts, wide-scale marketing, product research and new releases, and much more.

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Voice of the Customer Business Case: What Should You Pack?

Confirmit

Building a business case for a Voice of the Customer program is a daunting task. Successful programs have a big impact on organizations. That means they have a high profile and affect people at all levels. Getting a VoC program approved could make you a superhero, but there are also real risks. So where do you start? How do you maximize your chance of success?

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Dorel Juvenile Drives ROI through Voice of the Customer

Clarabridge

We never turn down an opportunity to chat with Bob Land, VP of Consumer Engagement at Dorel Juvenile about how he ensures seamless, positive customer experiences. This week, we’re particularly interested in his success using the Voice of the Customer (VoC) with a proven return on investment. This is what he had to say: Can you tell us a little bit about yourself and Dorel Juvenile?

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Pam Didner’s Guide To A Successful Global Content Marketing Strategy

Influitive

As content marketers, we know that to create top-notch content, we have to know our audiences intimately—their hopes, their fears, the things that drive them absolutely nuts. Why else would we invest so much time interviewing customers, surveying them, and creating buyer personas? According to Forbes, getting right inside your customers’ minds is the key to.

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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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Want Amazing Reviews? Make a Face-to-Face Request

Grade.us

You’ve worked wonders for your customer. Now it’s time to ask for their feedback. Which usually triggers our fears of rejection. Many of us take the easy way out. We send out a quick email asking for a review It’s fast, convenient and free. It also removes us from the awkward feelings that follow a rejection. But rejection isn’t a likely outcome is it?

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Mobile operator Giff Gaff makes big gaffe by hiking roaming charges

Helen Dewdney

Press release. Roaming charges are put in place when the mobile phone network detects that you are abroad and adds extra costs on top of what you normally pay on your national network. Charges are incurred for making calls, receiving a voicemail, picking it up, sending and receiving SMS text messages and pictures and, of course, using the Internet and downloading or streaming.

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How to Use Emojis in Your Marketing Campaigns

LiveChat

As we send in few text messages now and then, we might not realize this, but we tend to use emojis more often than not. Now they are entering the world of marketing – as even subject lines of trendy product pitches consist of emojis, and nowadays you can even order a large pizza from Domino’s by simply texting them a pizza emoji! Emojis are soon touted to be essential.

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Discussing the Hybrid CMO, With Drew Neisser – CB55

Customer Bliss

Episode Overview. Drew Neisser , who has interviewed over 200 CMOs, and I discuss the evolving role of the CMO, and the expanding “Hybrid CMO” taking on operational responsibility and expanding to influence the overall customer experience. About Drew. Drew is the CEO of Renegade , an award-winning agency that helps CMOs cut through the digital noise out there.

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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