Interactions
JANUARY 28, 2021
A few years ago, Marie Kondo took the hearts of the world when she introduced her method to declutter and organize houses by “sparking joy”. This minimalist approach transformed people’s homes and lives and has since become a fresh way to look at everything in life: if it doesn’t spark joy, it doesn’t belong. . Let’s take a look at Marie Kondo’s method as it relates to the customer experience.
Customer Bliss
JANUARY 28, 2021
Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.
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Steve DiGioia
JANUARY 28, 2021
Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.
One Millimeter Mindset
JANUARY 28, 2021
The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together. Our focus is change: you either are open to change or you just do not want to deal with it.
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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.
Integrity Solutions
JANUARY 28, 2021
It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Talkdesk
JANUARY 28, 2021
Talkdesk is first in CCaaS industry to own the new privacy information management certification extension from ISO. This year we have a shiny new badge to show for the commemoration of Data Privacy Day: Talkdesk has been recognized by the International Organization for Standardization (ISO) with the ISO 27701 certification. Talkdesk is the first company in the contact center as a service (CCaaS) space to implement this new certification for privacy management.
Vanilla Forums
JANUARY 28, 2021
Humans are competitive. And since th e beginning of recorded time, our passion for creating and playing games has only grown. In fact, humanity’s inclination for games goes so far back that we’ve even evolved circuitry in our brains devoted specifically to playing them. But here’s the thing with games: while everybody loves playing them, only a select few can intelligently create and implement them.
ChurnZero
JANUARY 28, 2021
2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included AppFolio, Canva, CallRail, ChurnZero, FullStory, Okta and Toast. “Borrowing from venture capitalist Marc Andreessen , ‘software continues to eat the
Kustomer
JANUARY 28, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Carrie Lemelin to learn the secrets to delivering exceptional customer service in a post-COVID world. Learn how Carrie leads her business by listening to the podcast below. How to Adapt CX and Build Customer Loyalty. CEO of Be ExtraOrdinary, Carrie Lemelin, identifies some of the challenges modern business leaders are facing in the times of COVID-19.
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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.
Centercode
JANUARY 28, 2021
When most people think of “beta test feedback,” they think of bug reports and feature requests. And they’re not wrong — issues and ideas are a key component to a successful pre-release customer test. But they aren’t the only way that test managers should be collecting feedback during beta. With a targeted group of candidates and the right setup in place , your testers will be more than willing to share their thoughts about your product.
dscout People Nerds
JANUARY 28, 2021
Dana Chisnell explains why voting has never been safer (and more important) than it is today. .
Oracle
JANUARY 28, 2021
Looking for customer experience virtual events information for 2021? We’ve compiled a CX professional’s guide to virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event information throughout the winter and spring months ahead. January 2021 CX Virtual Events.
Feedbackly
JANUARY 28, 2021
As a startup owner, you would have to wear many hats, bearing many responsibilities. So, when someone brings up the topic of CX management, Source.
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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,
dscout People Nerds
JANUARY 28, 2021
Don’t get stuck in your career—get uncomfortable and grow. .
MyCustomer
JANUARY 28, 2021
Engagement Video: How Very Group has adapted CX during COVID.
Customer Experience Insight
JANUARY 28, 2021
Challenge. Change. Continue. If you’re a customer service pro, that was the pandemic M.O. What’s next? The Salesforce Fourth State of Service Report uncovered trends that emerged for customer experience and service professionals from the pandemic. The experience is more important than ever to customers who were rattled by COVID-19. So the findings will help you form smart business and customer experience goals for the post-pandemic economy. “We knew based on our previous resear
Optimove
JANUARY 28, 2021
Welcome to the second and final part of the Contextualizing realtime Customer Marketing mini-series! In the first part , we spoke about the following two best practices: Reactivating churned customers upon website visit. Incentivizing order completion with an abandoned cart sequence. Read on here to discover the next Best Practice – how to increase engagement with product-back-in-stock campaigns.
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.
Chadwick Martin Bailey
JANUARY 28, 2021
An Overview on Pricing Research. Pricing a product or service correctly is critical to realizing profitability. Too often, pricing decisions are based on the cost to develop and produce the product or service. Price it too high, and no one will buy. Price it too low, and in addition to forgoing revenue, your buyers may question the quality. One typical goal of pricing research is to understand price elasticity— the measure of the change in the quantity demanded of a product in relation to its pr
Centercode
JANUARY 28, 2021
When most people think of “beta test feedback,” they think of bug reports and feature requests. And they’re not wrong — issues and ideas are a key component to a successful pre-release customer test. But they aren’t the only way that test managers should be collecting feedback during beta.
Optimove
JANUARY 28, 2021
Welcome to the second and final part of the Contextualizing realtime Customer Marketing mini-series! In the first part , we spoke about the following two best practices: Reactivating churned customers upon website visit. Incentivizing order completion with an abandoned cart sequence. Read on here to discover the next Best Practice – how to increase engagement with product-back-in-stock campaigns.
Call Experts
JANUARY 28, 2021
It feels like a no-brainer: customers are the key to having a successful business! Why? Well, they will purchase and review your products and services and can be your biggest advocates. This power is why so many companies find themselves asking, “what is customer service?” This is a great question, but we will counter your question with another question, “what is customer success?
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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.
CX University
JANUARY 28, 2021
Due to the global health crisis, many of today’s workers have transitioned to working from the comfort of their homes. Understandably, this has brought joy to employees everywhere, as this new working arrangement allowed them to spend more time with their family and work flexible hours. However, not everyone expected the many challenges of working from home.
SMG CX
JANUARY 28, 2021
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in our text analytics reporting, this latest round of enhancements represents SMG’s dedication to providing brands with robust, intuitive tools that maximize the impact of their experience management (XM) program.
CSM Magazine
JANUARY 28, 2021
Industry leaders from across the global payments and security space will feature at a virtual conference including Oracle and PayPal. PCI Pal , the global provider of cloud-based secure payment solutions, has today announced new details for its virtual conference on 24 th February 2021, where attendees from around the globe will engage in conversation and discover insights about the future of payment security and customer experience.
MyCustomer
JANUARY 28, 2021
Engagement How to overcome your CX transformation anxieties.
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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?
CSM Magazine
JANUARY 28, 2021
Shoppers are proving to be fickle when they don’t get what they want from mobile sites of brands which are not fit for purpose on their device or browser. Last year, 4.57 billion people were accounted for as active mobile internet users. In helping brands prioritise their mobile site, browser testing platform LambdaTest has pulled together top tips (listed below) including ditching the nav bar, keeping the menu short, and limiting downloadable content to increase conversion from mobile s
Forrester's Customer Insights
JANUARY 28, 2021
Both business buyers and B2B sellers are increasing their participation in marketplaces. As the shift continues, companies that have experience of and actual success in marketing on marketplaces will reap the benefits of early adoption. A number of factors are converging to drive this trend. B2B buyers rely less and less on enterprise account reps. […].
CSM Magazine
JANUARY 28, 2021
As a customer service manager, you know that bad customer support can ruin your company’s image, even if your product or service is spectacular. And when customers experience bad service, they tell others. Your help desk team is, therefore, crucial to your business. Their job is not always an easy one and it’s important to recognize the challenges they face.
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