Wed.Oct 21, 2020

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6 Ways You Can Attract New Customers to Your eCommerce Business

CSM Magazine

While it pays off to concentrate on keeping your existing customers and boost brand loyalty, gaining new ones is the key to growing your eCommerce business. But how do you find fresh customers for your e-store? What marketing strategies do you need to employ? In this post, we’re discussing 6 different ways to gain new customers for your eCommerce store, so that you can keep increasing your sales and growing your business. 1.

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Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

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New survey: What do customers expect from service providers during COVID-19?

TechSee

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

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Compare Yourself to the Best

ShepHyken

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

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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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A smarter approach to call deflection and self-service

Talkdesk

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.

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Part 4: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

This series that began with Part 1 on why it’s more important than ever to revisit how to keep customer support teams engaged with each other, continued with Part 2 where we dove into tips for enabling collaboration and engagement among support team members and between agent and customer, and introduced solution tools that enable the most efficient customer support in a remote environment in Part 3 , now concludes with Part 4 where we review more solution tools to empower customer support teams.

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One-on-One with Panels

SurveyGizmo

This month, we go one-on-one with panel/audience fulfillment expert Wendy Wyss. Alchemer: The business world has changed dramatically since March. How are companies using panels to find new customers today? Wendy Wyss : We deliver the data that companies need to make the business decisions to attract their target audience. Panel members typically prefer to remain anonymous, so panel audiences aren’t used for collecting prospects.

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3 ways to provide safe service + elevate your customer experience management program in a pandemic era

SMG CX

The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance?

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The Art of reviving the great British High Street

Helen Dewdney

The great British High Street is in trouble and needs help! Of course, shopping centres and High Streets have been in trouble for years and nothing has been done about it. Shops have survived in towns and cities where there was glimmer of innovation. Many chains were already in difficulty before the pandemic and again, in some places, the attitude of town and city councils has helped.

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The 2023 Verint Experience Index: Retail

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

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5 Key Mistakes When Measuring CX

Feedbackly

In today’s customer-centric business world, prioritizing customers’ perceptions of your business has become more important than ever. The good news is that an increasing. Source.

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The Ultimate Guide to Implementing a Successful Customer Service Program (Part 1)

Advantage Communications

Customer service is the act of helping your customers before, during and after a purchase. This could involve solving an issue they are facing, educating them on how to correctly use a product or service, and answering any questions they may have.

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Tips & Tricks: reCAPTCHA in Surveys

SurveyGizmo

by Cameron Settle. Alchemer transforms customer feedback into operational gold to create customer-centric organizations. We provide tools and features to ensure that the feedback you collect is pure gold. We will detail some of these features to help you make sure you are collecting validated actional feedback. Alchemer includes the reCAPTCHA Action feature that you can use in your surveys.

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“Moving” In to Our Virtual Office: How to Make Permanent WFH A Success

Interactions

Like most companies, ours went entirely remote in March. But unlike many, we already know that we won’t be going back. We were waiting for the greenlight to return to business as usual when a funny thing happened. Instead of asking when we should go back, we started asking why we should go back. Our employees were happy and productive, enjoying workouts and sit down breakfasts instead of battling Boston traffic.

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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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Alchemer University Transforms Learning Into Action

SurveyGizmo

By Alli Milne, Andrew Sturtz, Bonnie Demuth, Mikey Cordeiro, and Ron Quan – the Alchemer Learning and Development Team . We created Alchemer University (formerly SG University) to give customers a way to transform online learning into immediate action. And we have made new and exciting changes to Alchemer University. You can now reach Alchemer University with just two clicks from within the Alchemer Application.

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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Forrester's Customer Insights

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

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GlowTouch Enhances Senior Leadership with New Addition and Executive Promotion

GlowTouch

GlowTouch Enhances Senior Leadership with New Addition and Executive Promotion. BPO Veterans to Drive Next Stage of Growth with Strategic Business Initiatives. LOUISVILLE, Ky. (October 21, 2020) – GlowTouch Technologies , an emerging leader in global contact center and technology outsourcing solutions, is pleased to announce recent changes to its key leadership positions.

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The Role of E-Discovery in the Legal Industry

Magellan Solutions

Can you think of an industry that technology doesn’t affect? It’s hard, isn’t it? . Nowadays, almost every industry and profession benefits from some form of a process improvement. The legal industry isn’t shy of joining this bandwagon — and for all the right reasons. Law and technology often meet in televised court proceedings and electronic court reports.

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The Open CCaaS Advantage Report

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.

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What Product Development Can Learn from Customer Support Leaders & Their Data

Wootric CX Blog

Customer support interactions are an integral part of the customer journey, but sometimes SaaS companies forget about the Support department—rendering it the redheaded stepchild of the Customer Experience (CX). . Maybe it’s due to collective denial of the fact that some users will struggle with a product no matter how amazing it is? Or maybe Support is seen as a source of one-off fire alarms, not the big picture?

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Customer Experience Quotes Of The Day

Doing CX Right

Sometimes the best business and life lessons come from short simple quotes. You’ll often see me posting on Instagram, LinkedIn, and Twitter to get my readers thinking in new ways and ultimately taking actions. As my website says, we need to be DOING CX RIGHT, not just TALKING! In case you’ve missed my social media tips of the day, I’m adding them here too as they never get old.

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Alchemer Surpasses Qualtrics as “Expert’s Choice”; Awarded 11th Consecutive “Most Implementable Enterprise Solution” Award

SurveyGizmo

Alchemer (formerly SurveyGizmo) also earns “Highest User Adoption” and “Best Results” awards. LOUISVILLE, COLORADO, OCTOBER 21, 2020?–? Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today that it was awarded the 2020 “Expert’s Choice” award by FinancesOnline, surpassing last year’s winner, Qualtrics.

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Fonolo State of the Contact Centre Report 2020

Peter Lavers

Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found.

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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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How to Deal With Snail Mail if You’re Travelling Often

CSM Magazine

Ever wondered what you’d do if, when on a trip, someone decided to take a peek into your mailbox? Read on to learn how to manage your mail. Snail mail, though an outdated means of communication, is still as effective as it used to be years back. The fact is, there are those who’d rather send you a mail than using the modern means of communication. You have your water bills, electricity bills, cable, and not to mention your newsletter subscriptions that still come through the same channel.

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How to Reimagine…Revolutionize Week 3

The DiJulius Group

Week 3 Recap of The 2020 Customer Service Revolution What an incredible Week 3 of the 2020 Customer Service Revolution. A fantastic lineup of experts shared so many critical takeaways in a time when they are needed the most. Here were just a few of the takeaways shared: John DiJulius – How to be the. Read Full Article. The post How to Reimagine…Revolutionize Week 3 appeared first on The DiJulius Group.

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Adobe MAX 2020 Takeaways: Creative Systems, AI+Design, And Accessibility

Forrester's Customer Insights

This year’s Adobe MAX Creativity Conference keynote hit consistent themes that Adobe has focused on for years, such as creativity for all, accelerating creation, enabling collaboration, and elevating skills. That’s not an indictment; it’s a sign the company has a clear strategy for its creativity offerings and is sticking to it. Adobe Creative Cloud has posted impressive results during the pandemic, […].

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The Essential Email Deliverability Guide Part 4 – The Quality of Lists and The Importance of Spam Complaints

SmartMessage Blog

In the ideal e-marketing world, your member lists should consist of people who are actively interacting with the content you send and who want to receive messages from your brand. Creating the list quality in line with your targets will provide a very high benefit in deliverability. ISPs track the e-mail inboxes you send to and if you have a bad list structure, they can filter your content or block it completely.

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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

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Incorporating feedback into your business planning

MyCustomer

“Continuity gives us roots; change gives us branches, letting us stretch and grow and reach new heights.” —Pauline R. Kezer Customer.I 21st Oct 2020. By Kat Hirsch Marketing Manager.

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Industry 4.0 & The Customer Experience

Forcivity Salesforce

The 4th Industrial Revolution is upon us and it’s a game-changer for you and your customers.

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Supporting Healthcare With IoT: Philips

Forrester's Customer Insights

My colleagues Alessia Stewart, Paul-Julien Giraud, and I embarked on a journey two months ago to understand how connected devices can support the delivery of healthcare. We thought connected devices would be helpful in informing diagnoses, monitoring, ensuring compliance of treatment plans, and running clinical trials. We’re building a body of research, but we’ve decided to share a few things along the way.