Wed.Oct 14, 2020

Ritualizing the Customer Experience


Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

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How to improve online sales with digital feedback


How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales. Guides

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Aligning Customer Communication Styles With Your Own

Integrity Solutions

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Gamification Alone Can’t Modernize Customer Communities


Customers are hungry for meaningful interactions – both with your brand and with other customers – and community managers need to make the experience simple and painless.

More Trending

Trying to Buy Reviews? Here’s What You Should Know




Part 2: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers.

5 Quick Ways to Enhance Your Digital Marketing Efforts


Digital marketing is a hot topic in today’s business world due to its potential to drive conversions and create brand awareness. It is constantly evolving based on the needs of users, which makes it critical for marketers to stay up to date on trends. .

TMRE 2020 Takeaways

Chadwick Martin Bailey

Planning a virtual conference is a job you could never pay me enough to do. And from what I heard in chatting with this week’s TMRE attendees was that, sometimes it works and sometimes it doesn’t.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Connecting Customers to Office Tech in the WFH Era


In May 2020, Twitter defied the uncertainty of the then-nascent COVID-19 pandemic with a decisive announcement: they were making work-from-home permanent. It was a plan two years in the making, but one that foreshadowed a global trend.

Best Seven Survey Software Alternatives for AskNicely


Are you using AskNicely for a while now? And you are not so happy with the results it brings? Well, if you were searching for AskNicely alternatives and landed on this page, then there’s a huge possibility that you’re having some issues with the app.

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!)

Myra Golden

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here.

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Media interview: How to keep streaming video subscribers


As the choice of streaming services increases for consumers, media companies are asking themselves: what else can they do to build stickiness into the subscriber relationship? I recently spoke with […]. The post Media interview: How to keep streaming video subscribers appeared first on PK.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Top third-party delivery trends in the UK and how restaurants + providers can partner to maximise ROI


To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK.

Pulse for Product Day 1: Products, Puppies, and Backstreet Boys Oh My!


Welcome to Day 1 of Pulse for Product, our inaugural event geared towards those in product management roles. Child-like joy is so vital to Gainsight, and we wanted to incorporate that essence into our theme.

The First E Source Virtual Forum


Imagine this. You’re headed to one of the most buzz-worthy utility industry events of the year. Instead of making your way to Denver, you turn on your computer from your kitchen table and log into the virtual E Source Forum.

Why Compassion is Good for Business


In this post I am going to discuss how recent research conducted by MyCustomer and Genesys and based on the views of about 500 consumers shows that compassion in customer service is good for both customers and business

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

024: Recapping Week 1 of The Customer Service Revolution Conference

The DiJulius Group

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee.

The Decade Of The Channel Ecosystem Accelerates With Massive Software Consolidation

Forrester's Customer Insights

A couple of years ago, I made the prediction that we were entering the third stage of sales and marketing — the decade of the channel ecosystem. With over 75% of world trade flowing indirectly, I started to sense an influx of investment in and attention on indirect sales by firms in all industries.

How to Reimagine…Revolutionize Week 2

The DiJulius Group

Week 2 Recap of The 2020 Customer Service Revolution With over 1,400 leaders from all over the world tuning in, Week 2 of the 2020 Customer Service Revolution did not disappoint. This incredible lineup of experts shared so many brilliant “Ah-ha’s” it almost brought our chat feed down.

Predictions 2021: Asia Pacific Will Lead The World Out Of COVID-19

Forrester's Customer Insights

Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021. Age of the Customer Asia Pacific prediction values-based customer experience Zero Trust Model

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Standard operating procedures (SOPs), adherence, and extraordinary results


Standard operating procedures (SOPs), adherence, and extraordinary results. Decision Trees Knowledge Management

Oct 14 – Customer Success Jobs


Role: Vice President of Customer Success – Financial Services Location: Chicago, IL, US Organization: XSELL Technologies XSELL Technologies seeking a Vice President of Customer Success to support the Financial Services Industry.

How to reduce average handle time in a contact center


How to reduce average handle time in a contact center. Customer Experience AHT

Digital Investing and Digital Experience: Maximizing ROI


The movement towards digital experiences in the financial services industry has been rapid. Not only has COVID made digital banking, digital payments, and digital investing more common, in many places it’s now the main way for consumers to interact with their finances.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.