ShepHyken

OCTOBER 14, 2020

Customer Experience 167

Customer Experience Customers 167

NICE inContact

OCTOBER 14, 2020

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.

Contact Center 264

Contact Center Strategy Connections Consumers 264

GetFeedback

OCTOBER 14, 2020

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

Sales 273

Sales How To Feedback 273

Integrity Solutions

OCTOBER 14, 2020

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. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

Communication 134

Communication Tips Sales Customers 134

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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

Kustomer

OCTOBER 14, 2020

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand.

Customer Service Strategies 105

Customer Service Strategies Self Service Strategy Customer Service 105

Team Support

OCTOBER 14, 2020

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. Now in Part 2, we dive into tips for enabling collaboration and engagement among support team members.

Call Center 98

Call Center Video Conference Software 98

Centercode

OCTOBER 14, 2020

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. Now, work from home (WFH) is the norm for many companies — and it is permanently shaping the way people communicate, work, and adopt technology.

Connections 98

Connections Wireless eBook Customers 98

NobelBiz

OCTOBER 14, 2020

Steve Bederman was invited on the Customer Experience Superheroes podcast, moderated by Christopher Brooks, where he shares his lifetime experience in the contact center industry and discusses the crucial difference between Leadership and Management. The post Steve Bederman: The World Is Built on a Consumer-Based Approach to Relations appeared first on NobelBiz®.

Consumers 98

Consumers Contact Center Leadership Industry 98

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (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. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.

Customer Service 96

Customer Service Tips Video Interaction 96

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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

Influitive

OCTOBER 14, 2020

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. If a large portion of your customers are sitting on the sidelines, it’s because you don’t yet have the right tools and timing to motivate them on their […]. The post Gamification Alone Can’t Modernize Customer Communities appeared first on Influitive.

Gamification 92

Gamification Customers Tools Interaction 92

Chadwick Martin Bailey

OCTOBER 14, 2020

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. However, we witnessed a great willingness to get the most out of the circumstances, and positive energy all around. So for sanity’s sake, let’s keep the pervasive elephant in the room that is COVID-10 to the side, skip the things we have all heard already, and focus on the most interesting takeaways fr

Conference 80

Conference Consulting Roadmap Financial 80

Hero Digital

OCTOBER 14, 2020

The pandemic has upended nearly all aspects of life but perhaps one of the most interesting relationships being put in the spotlight is the one we have with our health and, by proxy, our healthcare providers. Unlike other industries where the pandemic forced people who would prefer in-person interactions to digital, when it comes to healthcare, it’s not necessarily that people didn’t want to interact digitally, but that telehealth wasn’t widely available as an option pre-COVID.

Healthcare 54

Healthcare Report Interaction Strategy 54

Centercode

OCTOBER 14, 2020

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.

Connections 52

Connections Trends Customers Company 52

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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

SurveySparrow

OCTOBER 14, 2020

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. We already know that AskNicely is one of the easiest and simple NPS platforms. But only a stand-alone NPS platform won’t help you to collect rich insights and engaging surveys.

Software 52

Software Survey NPS Feedback 52

PK

OCTOBER 14, 2020

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.

Video 52

Video How To Consumers Company 52

SMG CX

OCTOBER 14, 2020

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. Here are the key trends we uncovered and ways to exceed customers’ heightened expectations for health + safety.

Trends 52

Trends ROI Feedback Consumers 52

Gainsight

OCTOBER 14, 2020

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. What better way to feel like a kid again than through video games, looking back fondly on the 90s and listening to the Backstreet Boys? Yes, you read that right.

Self Service 52

Self Service Roadmap Video Travel 52

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.

Retail

Uplight

OCTOBER 14, 2020

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. You head over the “exhibit hall” to chat with sponsors and then to the “networking Read More. The post The First E Source Virtual Forum appeared first on Uplight.

Industry 52

Industry 52

XMplify

OCTOBER 14, 2020

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.

Consumers 52

Consumers Customer Service Customers 52

The DiJulius Group

OCTOBER 14, 2020

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. This is our 12th year of putting on this event and virtually our first.

Conference 52

Conference Customer Service Consulting Groups 52

Forrester's Customer Insights

OCTOBER 14, 2020

The best actions you can take right now as a business leader for your company depend on the mode your firm is in in the current recession. The new report Assess Your Recovery Potential that I just completed with my colleague Jay Pattisall introduces Forrester’s Pandemic Assessment which will determine your company’s mode and then […].

Report 58

Report Company Customers 58

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Training

The DiJulius Group

OCTOBER 14, 2020

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. Here were just a few of the. Read Full Article. The post How to Reimagine…Revolutionize Week 2 appeared first on The DiJulius Group.

How To 52

How To Groups Customer Service Conference 52

Forrester's Customer Insights

OCTOBER 14, 2020

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. Looking […].

Software 58

Software Sales Industry Marketing 58

ReviewTrackers

OCTOBER 14, 2020

94

94

Forrester's Customer Insights

OCTOBER 14, 2020

Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021.

Customer Experience 67

Customer Experience Customers 67

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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

C Space

OCTOBER 14, 2020

The Brand Move Roundup – October 14, 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 Apparel Travel Hotels 40

Knowmax

OCTOBER 14, 2020

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

Management 52

Management 52

Forrester's Customer Insights

OCTOBER 14, 2020

It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series. In the coming weeks, watch for Forrester analyst expert insights about everything from marketing, podcast advertising, and smart post-purchase notifications to US holiday forecast scenarios, “11/11” event analysis, thwarting “grinchy” […].

Advertising 37

Advertising Analysis Marketing Retail 37