SaleMove
NOVEMBER 30, 2018
According to McKinsey & Company , digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented coordination of people, processes, and technologies” and in today’s rapidly-changing business climate, it’s also crucial to survival. So how can an organization pull it off?
LiveChat
NOVEMBER 30, 2018
Keeping your customers unhappy for long is bound to affect your business in a negative way. Do you know that U.S. companies lose over $62 billion annually , simply because of poor customer support? You might find it quite alarming that just after one negative experience, 51% of customers are not likely to deal with that company again. If you are wondering why the business graphs and progress reports of your company are not really impressive, there might be a poor or less competitive digital CX s
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GetFeedback
NOVEMBER 30, 2018
Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over. Given these expectations, implementing a live chat feature should be a no-brainer for your business.
BlueOcean
NOVEMBER 30, 2018
Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth.
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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.
Kayako
NOVEMBER 30, 2018
It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Kayako
NOVEMBER 30, 2018
It happens to every business. At some point, while your head’s down trying to build the business and acquire customers, there comes a time when all of those customers you’ve won over come knocking. When you’re small and nimble, you might be able to get by with just your Outlook inbox and a contact phone number for a while. But eventually, every growing business needs to find a solution to customer support—enter help desk software.
Beyond Philosophy
NOVEMBER 30, 2018
Customers tend to partition money and resources into different categories and this affects their spending patterns. What are the implications of this for you? How can you use this to take your customer experience to the next level? Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Understanding Customer’s Mental Budgets appeared first on.
ShepHyken
NOVEMBER 30, 2018
This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.
Myra Golden
NOVEMBER 30, 2018
Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. I share simple techniques that can help you kick off a conversation in a way that makes your customers feel respected, listened to, and at ease. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.
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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.
TeamSupport
NOVEMBER 30, 2018
It usually requires a special kind of person to succeed in customer service. These individuals are in constant contact with customers, which makes them symbols of how a business performs. Good customer service employees are eager to help; bad ones are eager for the day to be over. If you’re a customer service manager looking to hire new agents, or if you’re an agent looking to do better at your job, there are certain traits to look for and improve upon.
ProProfs Chat
NOVEMBER 30, 2018
It’s disheartening to see your Shopify store customers abandon their carts. The feeling further magnifies when you get to know that cart abandonment leave a 97.9% gap in conversions. As scary as this sounds, you need a recovery plan in place. But before you reach that level, it is crucial to assess their reasons for abandoning the cart. Let’s take a look at some of them below.
ReviewTrackers
NOVEMBER 30, 2018
Photos take up a majority of Yelp’s visual elements, but business owners, marketers, and Yelp users alike can also add video to a Yelp business page. With video, you can show a sneak peek of your locations and the products or services they provide. On the flip side, consumers can add video to a Yelp listing to show their side of the experience or the general ambiance during their visit.
North Highland
NOVEMBER 30, 2018
This is the third blog in our series exploring the biggest roadblocks executives are facing in today’s dynamic supply chain. Omnichannel shopping has seen exponential growth due to its convenience and a growing demand for customized delivery channels. Whether it’s delivery or store pickup, click-to-buy trends have put tremendous pressure on the supply chain.
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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,
Myra Golden
NOVEMBER 30, 2018
This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.” People often ask me how we put together our tailored online training for clients. So, I decided to take you behind the scenes. Read on to see how we create custom video training. It all starts with a Discovery Discussion, where I learn about what my client wants to accomplish with the training.
ChurnZero
NOVEMBER 30, 2018
Every SaaS organization needs Customer Support and Customer Success functions. But most scale their teams in messy and ineffective ways, leaving them with a large cost burden and very little to show for it. To dive into this topic we hosted a well attended webinar this week with Michael Redbord, who is the Vice President and General Manager of the Service Hub at HubSpot.
Connective DX
NOVEMBER 30, 2018
Closing the gap between the digital expectations of healthcare consumers and the capabilities of payers and providers is becoming a must win battle in healthcare. Dave Wieneke, healthcare practice director at Connective DX, recounts research on this and ideas innovators in any industry might take from One Medical’s digitally adroit service model.
Forrester's Customer Insights
NOVEMBER 30, 2018
It’s probably as good a time as any to mention that releasing major breach announcements on Fridays is a worn-out trope by this point? That didn’t stop Marriott from announcing a breach of Starwood’s reservation system affecting 500 million people to kick off this Friday with a bang. Another Friday Another Breach Announcement If you weren’t […].
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.
SaleMove
NOVEMBER 30, 2018
According to McKinsey & Company , digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented coordination of people, processes, and technologies” and in today’s rapidly-changing business climate, it’s also crucial to survival. So how can an organization pull it off?
Up Your Service
NOVEMBER 30, 2018
I was recently a guest at Dreamforce , the annual gathering of Salesforce customers, partners, and employees in San Francisco. It’s what they call their “Ohana”, a Hawaiian term for extended family. There were thousands of presentations over four days on data, devices, and technology, and you can see many of these online. But what really stood out for me was how Salesforce is an example of the GROWING value of ETHICAL values.
SaleMove
NOVEMBER 30, 2018
According to McKinsey & Company , digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented coordination of people, processes, and technologies” and in today’s rapidly-changing business climate, it’s also crucial to survival. So how can an organization pull it off?
Oracle
NOVEMBER 30, 2018
Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , and Ian Golding to spotlight modern customer experience excellence.
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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.
NetBase
NOVEMBER 30, 2018
It’s not easy deciding which of the many social analytics tools out there is best for your brand. Sifting through consumer reviews is time consuming – so we’ve done a bit of the work for you. Here are the top ten reasons our customers shared for switching to NetBase from other brands. 1. Data Quality and Reporting Abilities. With so much riding on what customers are saying about your brand, you need high quality data for decision-making.
North Highland
NOVEMBER 30, 2018
The ‘productivity puzzle’, you may think, is best left to policymakers to solve. However, Andy Haldane, the Bank of England’s Chief Economist, has recently suggested otherwise. The productivity problem is a pressing challenge for the UK macroeconomy. British business leaders found that what it takes the average German worker to produce in 4 working days, it takes 5 for a Brit.
Forrester's Customer Insights
NOVEMBER 30, 2018
Shifts in consumer lifestyle and expectations have given innovators the opportunity to enter the healthcare space and capture market share with their modern, enhanced patient experiences. Instead of standing on the sidelines, CVS and Aetna have banded together to compete with healthcare disruptors. Today, CVS and Aetna finally closed their long-expected merger ringing in at […].
NICE inContact
NOVEMBER 30, 2018
One of the fastest ways to grow your business is to not only get your customers to come back, but to also get them to come back for more. Let’s use a quick example, building the ultimate lemonade stand. If you’re like me, you operated a lemonade stand at least once. You got lemons, sugar, and with a little bit of mom’s help set up a lemonade stand on the corner and hoped some of your friends’ parents would buy a glass or two.
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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?
Currency Alliance
NOVEMBER 30, 2018
Some people talk about loyalty coalitions as if they’re a single concept. In fact, there have been two distinct iterations of the loyalty coalition model – and a third, game-changing alternative is now emerging. We created these infographics as a quick-reference guide to the fundamentals of each model, to help marketers fully understand how they operate, and to find the approach that works best for their customers.
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