Mon.Nov 30, 2020

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Part 1: Not Making a Decision is Still a Decision

Team Support

In business and in life, making a decision is easy when you’re working with a true partner and together can weigh all the factors involved towards making the right decision. In a specific example, the same can be said when it comes to making decisions that impact your B2B customer support teams’ success. As a customer support leader, you have to make a million decisions a day, and many, if not most of them, involve helping to solve customer issues.

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Refresh Your Quality Monitoring Program with these 15 Best Practices

NICE inContact

In today's experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they'll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can't afford to have agents who are indifferent about or resentful of quality improvement efforts.

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The Best Customer Service Phrases That Will Help in Any Tough Situation

Win the Customer

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

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New Buyer’s Resource: Use Cases in Gartner 2020 Critical Capabilities Report

NICE inContact

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NICE inContact CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center.

Resources 156
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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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Unnecessary escalations

Zeisler Consulting

This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for my partner’s mother. It was probably the somewhat complicated nature of the way we originally placed the reservation that made getting our refund such a mess.

More Trending

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Consumers Love Chat, but Businesses Aren’t Adopting It. Here’s Why.

Kustomer

One of the biggest shifts over the past few years? A digital-first mindset. While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better.

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How AI Can Support Finance

CSM Magazine

With constant technological developments, it’s only normal that there are always new areas where artificial intelligence can be used. In addition to AI, machine learning and deep neural networking are also finding their place in the world. From business operations to personal everyday activities, AI’s impact on the world is seen through countless applications.

Banking 72
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CRM Hack: Customer Tier and RFM Segmentation

Optimove

Let’s talk about Customer Tier and RFM, or Recency, Frequency, Monetary – a known customer segmentation method in various industries. There are many different ways to segment your customers into meaningful groups. However, chances are you may still be left with large groups that clump many different types of customers together. Segmenting customers based on two or three attributes at once rather than separately, can provide your CRM marketing team with much more information.

CRM 72
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Customer Retention Management: How to Keep Customers from Jumping Ship

iPerceptions

What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process? The post Customer Retention Management: How to Keep Customers from Jumping Ship appeared first on Astute.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

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!

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5 Top Customer Service Articles For the Week of November 30, 2020

ShepHyken

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. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. (CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

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Here’s how to unify the inbox and bridge the messaging gap

BirdEye

(Second post in our 6-part series on Customer Experience gaps, and how best to combat them. If you missed our post on the VoC gap, you can read it here.). Despite our businesses’ best efforts to manage and enhance customer experience, we’re often subject to gaps between how we’d like things to be and how things actually are. For instance, we’d like to be able to control the messaging channels in which our customers communicate with us, funneling them to our preferred alternatives.

How To 59
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The Best Customer Service Phrases That Will Help in Any Tough Situation

Win the Customer

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

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Who Are Your Fab 5?

Chadwick Martin Bailey

Who are the 5 people you regularly interact with in your professional life? Michael Veltri asked this key question during his virtual appearance at my company’s Virtual Sales Kickoff. His ideas about connection are especially relevant in a pandemic, where travel is limited, and our worlds can shrink unless we’re engaging regularly with clients, prospects, colleagues, and industry professionals.

Travel 52
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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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Innovation Interview: The pandemic’s effect on media

PK

Did the COVID-19 pandemic change the media and entertainment industry, or did it accelerate a trend that was already taking place? For my latest Innovation Interview, I spoke with PK’s […]. The post Innovation Interview: The pandemic’s effect on media appeared first on PK.

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Alchemer University Launches New Logic Courses

SurveyGizmo

New?Alchemer University?Content Helps Improve Experiences and Reduce Fatigue ?. By Alli Milne, Andrew Sturtz, Bonnie Demuth, and Ron Quan – the Alchemer Learning and Development Team. The?new Logic?Program?includes?five?courses to?help you understand how to build different types of logic and how to creatively use each type to improve your respondents’ experience and prevent survey fatigue:??.

Course 52
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Digital Go-To-Market Review: Beauty Brands

Forrester's Customer Insights

Forrester’s Digital Go-To-Market Review evaluates brand manufacturers and how well they are positioned to thrive independently of online marketplaces and even traditional retailers. In our second edition of this study, we focused on the beauty goods sector, evaluating 34 brands on five elements for a total of 20 attributes. From this review, we rated seven […].

Brands 55
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Pandemic-Driven Early Holiday Promotions Cannibalize Email Marketing and Sales on Thanksgiving and Black Friday

Oracle

Concerned about the effects of new pandemic-related restrictions on their operations and consumer optimism, retailers launched their “Black Friday” email promotions early—and the impact of that decision could plainly be seen in Thanksgiving and Black Friday email volume and retail sales. Increased email sends. Oracle CX Marketing Consulting predicted a 10% increase in email volume on Thanksgiving and a 3% increase on Black Friday during their Choosing the Best Days to Send Email Camp

Sales 40
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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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How are customer relationships changing in 2020 and beyond?

MyCustomer

Loyalty How are customer relationships changing?

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Markies Monday: 3 Benefits of Leveraging Automation to Better Serve Your Customers and Improve ROI

Oracle

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. The Upshot Award for Best Demonstrated ROI in Service honors those who keep a watchful eye on performance and put analytics insights to work in their service experiences—realizing major ROI in the process.

ROI 40
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Get Your Design System Right: Approach It Like A Product

Forrester's Customer Insights

When you hear “design system,” what words come to mind? If you’re like most design leaders I speak with in my role as an analyst covering this space, “consistency,” “scale,” and “components” are the words that bubble up. And that makes sense because it’s true that design systems help teams scale good product design decisions […].

System 48
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“We’re just about delivering happiness” Tony Hsieh

Smith+co CX

Tony Hsieh, 46, the former CEO of Zappos, died on Friday from head injuries sustained during a house fire whilst he was visiting friends in Connecticut. He was an inspirational thinker who will be sadly missed. We were privileged to interview Tony in 2010 for our book, ‘Bold-how to be brave in business and win’. He epitomised the principles behind our book and lived by the mantra ‘Delivering happiness’.

Culture 36
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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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Cyber Monday Sale: 4 Offers To Make The Most Of 2021

Kerry Bodine

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

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Innovators 101: How To Secure Innovators’ Engagement During A Pandemic

Forrester's Customer Insights

I’m having many conversations with ideators, innovation teams, chief data officers, chief innovation officers, and product design teams about how to secure high engagement levels while everyone works from home, leaving corporate innovation labs and centers orphaned. In my honest opinion, this is a real challenge! Innovation workers require connecting with teammates to collaborate on […].

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Brands, be brave! Netflix CMO shares how to connect with customers in uncertain times

Qualtrics

In our latest WorkDifferent event, Bozoma Saint John, CMO at Netflix, talks about how ‘bravery’ is a key tool for brands that can help them keep hold of their customers and audiences. With a career spanning iconic brands including Pepsi, Uber, and Apple, Bozoma Saint John knows what it takes for brands to be effective in a crisis. In the uncertain months ahead, she says, bravery is the key that will make or break companies: “For me, bravery is being able to be vulnerable.

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Nov 30 – Customer Success Jobs

SmartKarrot

Role: Senior Customer Success Manager Location: Sydney, New South Wales, Australia Organization: Humanforce As a Senior Customer Success Manager, you will lead the team in focusing the efforts to drive multi-phase benefits in terms of realized output and adoption. Assist with the creation of and provide leadership to the Customer Success team through coaching, supporting, and empowering people to drive results.

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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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Kustomer To Join Facebook, Helping Brands Thrive In The Digital Economy with Modern Customer Service

Kustomer

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels. They want businesses to understand them and keep pace with how quickly their needs change – especially when there’s a question or issue.

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The Infinite Game of Customer Success: Why Gainsight Partnered With Vista

Gainsight

[TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. And I’m personally all in as CEO for this next phase. If you want to read the boring version of this story, see our press release here. If you want to read fun commentary from Alex Konrad at Forbes, click here.

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7 Trends Shaping The Future Of Customer Experience

SurveySparrow

Customer experience or (CX) is the perception that a customer has of your brand that arises throughout the customer journey. Businesses should always strive to provide a positive customer experience. Try to recollect the last time you had a great customer experience. How did that make you feel and did your perception of the business improve afterwards?

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