Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. We are now living on the other side of that deadline – where CX must be at the top of your mind and the top of your game. Otherwise, it could cost you. The estimated price tag of losing customers due to poor service has reached $1.6 trillion in the U.S., according to Accenture’s Digital Disconnect in Customer Engagement report.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

BlueOcean

MARCH 26, 2018

Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world efficiencies for businesses who are leveraging it effectively.

Customer Service 168

Customer Service Brands Call Center Chatbots 168

Vonage

MARCH 26, 2018

Hiring the best employees for customer-facing jobs is an absolute essential for providing great customer service. Yet company after company overlooks the necessity of finding employees who are inclined and equipped to work face to face (or terminal to terminal) with customers. This shortsightedness grows from the extreme urgency of business life, the feeling that customer-facing positions need to be filled now, by whomever is breathing and in the neighborhood, so that the phones get answered and

How To 228

How To Guidelines Tools CRM 228

Experience Matters

MARCH 26, 2018

On May 15th, I’ll be speaking at Medallia’s Experience 2018 in Long Beach, CA. The content at the event is arranged into four themes: Demonstrating CX Impact, Evolving CX Programs, Driving Culture & Accountability, and Inspiring CX Innovation. These are great topics and I’m looking forward to hearing what the other speakers will be sharing.

Innovation 136

Innovation Culture Connections Customer Experience 136

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Vonage

MARCH 26, 2018

Sustainability, resilience, longevity: these are things that most companies strive for – but how easy are they to achieve in the modern business environment? In the 1920s, the average lifespan of a company listed on the S&P 500 index was 67 years. Today, according to Professor Richard Foster from Yale University, it stands at just 15. At the same time, the Family Business Institute report that only 30 percent of family businesses withstand the transition from first to second generation owne

eBook 206

eBook Video Training System 206

Vonage

MARCH 26, 2018

This article was origionally published on the GetFeedback blog, and is reposted here with permission. . Customer support agents are the warriors of every organization. They tackle the toughest questions and they’re highly accountable to both the company and the customers they serve. It’s their job to represent the interests of both—make customers happy and uphold company policy—which is a hard role, to say the least.

Roadmap 163

Roadmap eBook Course Policies 163

Wired and Dangerous

MARCH 26, 2018

Early one morning Chip was in his side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As he approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace. But, nearby was a brand new elegant web spread between two trees.

Customer Journeys 93

Customer Journeys Hotels Customers Brands 93

Vonage

MARCH 26, 2018

If you believe the headlines, robots have threatened to take our jobs for decades. However, as machines continue to get smarter, this reality now seems closer than ever. Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights.

Interaction 159

Interaction Self Service Poor Customer Service Hotels 159

PeopleMetrics

MARCH 26, 2018

Are you familiar with all the different ways your customers interact with your business? Whether you're a seasoned CX professional or you've never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

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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.

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Vonage

MARCH 26, 2018

While there are many transactional and technical skills involved in providing great customer service, which can vary by context and industry, here are five fundamental customer service essentials that can improve and sustain superior customer service regardless of the nature of your business. These are worth establishing and reinforcing at every possible juncture within your organization. 1.

Customer Service 149

Customer Service Customer Retention Customers Trends 149

ShepHyken

MARCH 26, 2018

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. Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. (Inc.

Airlines 86

Airlines Customer Service Social Media Customer Satisfaction 86

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. 1.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. A positive reputation matters for both individuals and for businesses. When customers search for businesses online, they will turn away if they see negative content or reviews about your company.

Brands 82

Brands Marketing Social Media Sports 82

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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

Vonage

MARCH 26, 2018

Emotive customer experience recognises that our decisions are driven by deep seated motivations: the things that really matter to us in terms of identity and personal fulfilment. Tap into these and customers become more valuable in every respect: from advocacy to lifetime spend. But it’s not so easy for organisations to achieve this quality of relationship.

Omni-Channel 133

Omni-Channel Self Service Customer Journeys ROI 133

Amity

MARCH 26, 2018

The history of Customer Success dates all the way back to 1995 when Concur became the first SaaS company by putting their product into what is today known as the cloud. Concur charged a subscription fee for the product, but other than the delivery model, nothing changed. For the next 10 years, as the first generation of SaaS products came into the market, the way we managed our customers evolved but came nowhere close to resembling what Customer Success is today.

Customer Success 83

Customer Success Effort Score Customers Course 83

Vonage

MARCH 26, 2018

In today’s super-competitive retail environment, companies that help their sales teams manage customer relationships effectively tend to find more success than those that don’t. For this reason, more and more businesses are turning to customer relationship management (CRM) systems to provide the support that sales teams need to deliver better results.

Sales 120

Sales Tips CRM System 120

Oracle

MARCH 26, 2018

It’s easy to lose sight of ‘human experience’ (HX) and ‘customer experience’ (CX) when you’re dedicating so much of your business’s time and resources to product development. Good CX creates easy and enjoyable interactions with your company throughout the entire customer journey—from the moment they land on your website to post sale.

How To 64

How To Customer Journeys Conference Groups 64

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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,

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Alliance by IFS

MARCH 26, 2018

Field service companies are scrutinizing their service models to make the transition from a cost center to a profit center—we all know that is easier said than done. There are many variables to consider when launching profit-boosting initiatives, but thankfully we have the 6 steps you need to achieve this transformation. What is the current state of field service profitability?

Guidelines 50

Guidelines Groups Measurement Industry 50

Clicktools

MARCH 26, 2018

There are a lot of different ways to listen to customers and employees. . Most companies think that surveys are the only way to go, but you can get feedback in a variety of other ways, as well. One of my favorite approaches is via a customer advisory board. (Keep in mind that you can also create an employee advisory board to get feedback from your employees.).

Meeting 40

Meeting Metrics Trends Customers 40

Think Customers

MARCH 26, 2018

When most customer care leaders think of at-home workers, they think of temporary, seasonal staff brought in for a quick fix, who are then discarded until next season. However, this mindset is changing. Labor challenges, volatile weather, and the desire to return to onshore operations are top-of-mind issues, positioning at-home as a feasible option for daily permanent operations.

Customer Care 40

Customer Care Customers 40

Forrester's Customer Insights

MARCH 26, 2018

Believe it or not it’s that time again. Less than 7 weeks until our next CX Forum in Sydney, on May 10th. Are you and your team ready? Deep customer understanding – even customer obsession – is now the defining posture of many leading CX leaders and teams.

Brands 22

Brands Customers 22

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

Vonage

MARCH 26, 2018

Business has always been an exchange — people helping people get what they want. But these days, companies seem more focused on outrunning and disrupting each other. The only problem with chasing the next big thing is that you risk losing sight of the first one: your customers. At NewVoiceMedia, we believe that, in today’s Age of the Customer , personal, emotional customer interactions play a critical role in bridging the gap for what disruption and digital innovation alone cannot solve.

Customer Experience 120

Customer Experience Self Service Gamification Contact Center 120

Helen Dewdney

MARCH 26, 2018

One hears it often “I know my rights” But do you? Here are the most common misconceptions. 1) I received the wrong item, unsolicited goods I can keep them! No, you can’t. See All you need to know about unsolicited goods. I actually stopped comments on this post because despite it clearly stating all the things that are not unsolicited good people were desperate for me to tell them that their case was different!

Consumers 7

Consumers Retail Insurance Advertising 7

Second to None

MARCH 26, 2018

Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship. Any Customer Experience platform will attempt to excel in these fields, because engaged and satisfied customers are consistently coming back to your brand, and usually bringing along their personal network.

Consumers 54

Consumers How To User Experience Brands 54

Maru/HUB

MARCH 26, 2018

Make sure you can tell your customers story by interacting at each stage of the journey. Start plotting the customer journey in just 5 steps with our new ultimate customer journey map. The post The ultimate customer journey map appeared first on Maru/Syngro.

Customer Journeys 4

Customer Journeys Customers Interaction Infographics 4

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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