ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

B2B 359

B2B Customer Experience Customers 359

Storyminers

OCTOBER 12, 2020

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

Entertainment 245

Entertainment Government Groups Management 245

Steve DiGioia

OCTOBER 12, 2020

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager. Some managers want to be the center of attention, the star. They want the bosses to know how important their contribution is to the team.

Guidelines 213

Guidelines Leadership Management Communication 213

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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

GetFeedback

OCTOBER 12, 2020

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273

Customers 273

Chattermill

OCTOBER 12, 2020

Analysis 246

Analysis Feedback Data How To 246

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Today, 84% of consumers value brand experience as highly as a company’s products and services. Here’s how any customer service department can leverage AI, self-service and more to maximize positive customer interactions—even during a global pandemic.

Self Service 130

Self Service Customer Service Consumers Interaction 130

Wired and Dangerous

OCTOBER 12, 2020

You are in complete control of your attitude. Victor Frankl in his classic book, Man’s Search For Meaning , described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future. The book has sold over 10 million copies. Camp survivors did not let their cruel guards determine their attitude toward life.

Entertainment 103

Entertainment Customers Interaction Customer Experience 103

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards.

Customer Success 130

Customer Success Call Center Sales Customers 130

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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!

ROI

Kustomer

OCTOBER 12, 2020

If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic. Unfortunately, many companies are still relying on ticketing systems like Zendesk, where each new interaction is treated as a separate event handled by different people across a variety of siloed p

Customer relationships 98

Customer relationships Brands CRM Contact Center 98

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Customer Engagement 246

Customer Engagement Engagement Management Customers 246

Currency Alliance

OCTOBER 12, 2020

About three years ago, I was flying from Barcelona to New York on United Airlines. As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

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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

Retail

ShepHyken

OCTOBER 12, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

Customer Service 77

Customer Service Loyalty Airlines Meeting 77

NobelBiz

OCTOBER 12, 2020

The CS Week event is a good occasion to take the pulse of the industry. The 2020 pandemic showed us the weak links in our technological workflow and forced the entire contact center niche to reinvent itself in order to survive. Let`s see how the future looks like. showed brought up Let`s talk about the latest developments and technologies. The post Crisis Is the Best Teacher: the Future of the Contact Center Industry appeared first on NobelBiz®.

Contact Center 69

Contact Center Industry Technology 69

Optimove

OCTOBER 12, 2020

A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth. As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful. That you’re sending them the right message at the right time.

CRM 59

CRM Strategy ROI Video 59

Team Support

OCTOBER 12, 2020

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. At that time, companies were scrambling to get their employees adapted to the remote work environments.

Call Center 59

Call Center Consulting Policies Resources 59

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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.

Customers

Qualtrics

OCTOBER 12, 2020

Customer Experience 123

Customer Experience Customers 123

Think Customers

OCTOBER 12, 2020

The term “digital transformation” is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means. Yet prior to COVID-19, the concept mostly conjured up images of arduous and expensive IT projects that could take years to implement. Mention digital transformation to a CFO, and you would likely get push-back about big expenses and little ROI.

ROI 52

ROI Healthcare Insurance Contact Center 52

Qualtrics

OCTOBER 12, 2020

Customer Journeys 123

Customer Journeys Customers 123

Innovative CX

OCTOBER 12, 2020

On more than one occasion, I’ve been asked by a CEO to “fix the customer service department” so the organization can improve its customer experience. The request sounds like this, “We’re getting too many service-related calls in our contact center and that’s giving us poor ratings on our surveys”. The problem most likely isn’t within the customer service department.

Customer Experience 52

Customer Experience First Call Resolution Contact Center Strategy 52

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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.

Self Service

Brandwatch CX

OCTOBER 12, 2020

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Forrester's Customer Insights

OCTOBER 12, 2020

Today, on the back of already accelerating technology-fueled disruption, the COVID-19 pandemic has propelled us into the future faster than expected. We now stand on the cusp of a new era of transformation. One that will use intelligent systems of automation, in addition to systems of insights, to reduce the need for people to operate […].

Industry 60

Industry System Technology Customers 60

Oracle

OCTOBER 12, 2020

Welcome back to Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. When reviewing the submissions for the prestigious Upshot Award for Best Demonstrated ROI in Marketing , one thing is utterly clear — each finalist had to think outside the box and use a data-driven mindset to achieve

ROI 52

ROI Marketing Sales B2B 52

Topdown

OCTOBER 12, 2020

It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers.

Trends 48

Trends Technology Industry Communication 48

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

C Space

OCTOBER 12, 2020

The Brand Move Roundup – October 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

Brands 40

Brands Tourism Banking Entertainment 40

Qualtrics

OCTOBER 12, 2020

Feedback 73

Feedback Customers 73

Knowmax

OCTOBER 12, 2020

[Webinar] BPO’s Guide for Knowledge and Customer Experience.

Customer Experience 52

Customer Experience Customers 52