Help Scout

OCTOBER 20, 2021

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu?

Customer Service 123

Customer Service Customers 123

Kerry Bodine

OCTOBER 20, 2021

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them. But here’s what innovative organizations understand: Customer experience is the superhighway to business success.

Customer Experience 227

Customer Experience B2C Hotels B2B 227

Omnicus

OCTOBER 20, 2021

Poor customer service is a terrible business. In the United States alone, companies lose nearly $ 75 billion in revenue due to poor customer service. If you do not have reasonable solutions for receiving and handling these customer inquiries across channels and customer journeys, the overall customer experience will be abysmal. To ensure that you can create the excellent customer experiences that your customers today expect, you will need insight and analysis to take the temperature of your cont

Contact Center 140

Contact Center Poor Customer Service Analysis Customer Journeys 140

GetFeedback

OCTOBER 20, 2021

Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience.

Data 150

Data Customer Experience Customers 150

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Customers

ShepHyken

OCTOBER 20, 2021

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.

Fashion 151

Fashion Customer Service Training Technology Communication 151

Blueshift

OCTOBER 20, 2021

If we can sum up Blueshift’s mission in one sentence, it’s to empower marketers like you by making smart marketing simple. We want to help you deepen customer engagement and realize results fast. Our next-generation Journey Builder. The post Product Spotlight: Blueshift’s Next-Generation Journey Builder appeared first on Blueshift.

Customer Engagement 98

Customer Engagement Marketing Engagement Customers 98

SurveyGizmo

OCTOBER 20, 2021

By Mike Cordeiro. It’s common for even sophisticated market researchers to begin a project before deciphering who specifically needs to answer your questions to provide the best results. Especially when you’re looking at separate groups who evenly hold a stake in the questions being asked. It can leave researchers asking questions like, “how trustworthy is this sample?”.

Management 98

Management How To Survey Groups 98

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this. You’re not trained to handle people in crisis.

Video 98

Video Course Training Interaction 98

Gainsight

OCTOBER 20, 2021

Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every direction. And all the while, the pressure of launching a successful go-to-market strategy is forming all around. Luckily, by rooting your plans in a product-led approach, you can focus your efforts and drive forward with confidence.

Strategy 98

Strategy Marketing User Experience Analytics 98

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Communication

SurveyGizmo

OCTOBER 20, 2021

Thanks to customer feedback, we’ve added a new Copy Quota feature to make it easier to copy quotas from one survey to another. Now when copying surveys, you have the option to select “Copy Quota” which copies over any Logic Quotas and Distributed Logic Quotas to the new survey. Copying of Overall Quota is unchanged. The process is as simple as selecting the project with the quotas you’d like to copy, and then within the Copy window selecting “Copy Quotas” and naming the new survey.

Survey 98

Survey Feedback How To Company 98

BirdEye

OCTOBER 20, 2021

Girl Scouts of America might be over 100-years old but they are more progressive than many businesses when it comes to getting paid faster! Adapting to the demands of consumers, scouts selling girl scout cookies are equipped to accept SMS payments. Did you know businesses are only operating the SMS channel at 38% capacity ? Delicious cookies aside, is your business ready to accept SMS payments and get paid faster?

Automotive 97

Automotive Healthcare Insurance Retail 97

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 91

Customer Journeys Touchpoint Self Service Customers 91

Middlesex Consulting

OCTOBER 20, 2021

From the article Your company’s end-to-end spare parts process probably grew without much planning and oversight. Over time the original process was slowly improved, but top-down upgrades were never implemented. When was the last time you took a fresh look and updated your spare parts recovery process? A recovered part, whether defective or never used, […].

Consulting 78

Consulting 78

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Tips

Feedbackly

OCTOBER 20, 2021

As a customer-centric business, you would already know that data is the way to enhance customer experience. But, if the actions you implemented based.

Data 98

Data Customer Centricity Customer Experience Customers 98

SAP Customer Experience

OCTOBER 20, 2021

Virtual November 30 Agenda Dear Valued Customer, We are pleased to invite you to the SAP MaxAttention Innovation Workshop focusing on SAP HANA native storage extension taking place virtually on November 30, 2021. Please find the current agenda for the workshop here. SAP HANA native storage extension (NSE) is a.

Innovation 81

Innovation Customers Customer Experience 81

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 72

Customer Journeys Touchpoint Self Service Customers 72

Helen Dewdney

OCTOBER 20, 2021

Awards abound for all sorts of things. You name it, there’s probably an award for it! Frequently these awards are paid for. Many consumers don’t realise that often when they see “Award winning” on a product or a website that businesses have paid to enter and compete. Sometimes businesses even just get an award that no-one else has entered! Both awards suppliers and “winners” could be considered as misleading consumers into believing that their businesses beat other similar products.

Advertising 82

Advertising Consumers Loyalty Resources 82

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

Cyara

OCTOBER 20, 2021

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high call volumes, long customer queues, and unusual strain placed on staff and technology alike.

Insurance 67

Insurance Contact Center Management Retail 67

Adrian Swinscoe

OCTOBER 20, 2021

Today’s interview is with Alan Williams, who is the Founder & MD, SERVICEBRAND GLOBAL, and helps service sector organisations to deliver significantly better business performance and […]. The post Customer purchasing decisions are increasingly being driven by their values – Interview with Alan Williams #WorldValuesDay first appeared on Adrian Swinscoe.

Customers 76

Customers 76

PK

OCTOBER 20, 2021

Every month, we like to highlight a few of our exceptional employees and give them a chance to share more about themselves and what they enjoy most about being a […]. The post PK employee spotlight: Senior Principal Consultant Vikram Bahadur Singh appeared first on PK.

Consulting 75

Consulting Culture 75

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates. In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

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Training

One Millimeter Mindset

OCTOBER 20, 2021

Your workplaces are more hybridized. And your hybridized workplaces call for a more hybridized team mindset to create tomorrow’s successful business outcomes. Things in the workplace feel out of synch, don’t they? Some professionals to continue working virtually. Others prefer working solely in physical environments. And yet other colleagues rotate in and out of workplace scenarios based on set, but flexible, schedules.

Innovation 94

Innovation Leadership Resources Meeting 94

Beyond the Arc

OCTOBER 20, 2021

CX has come a long way, the hard way. Long ago, companies dictated their customer experience. They devised a marketing strategy and told the public what to like, what to buy, even how they should feel about it. And most of us bought it. Real “customer experiences” were something that just happened, not an [.]. The post The costs of marginal thinking in customer experience appeared first on Beyond the Arc.

Customer Experience 59

Customer Experience Customers Strategy Marketing 59

SurveySparrow

OCTOBER 20, 2021

It is never easy for companies to get new leads and customers consistently. Each and every day, they have to use their resources in a strategic way to gain the most out of it. Now after spending a certain amount of resources, be it human effort or finance, companies rely on customer acquisition cost (CAC) to determine if the campaign was successful or not.

How To 52

How To Resources Customers Effort Score 52

GlowTouch

OCTOBER 20, 2021

During June 2021, Louisville GlowTouch employees participated in the Top Workplaces survey process. The Courier-Journal program celebrates employers that go above and beyond to support their people. Hundreds of survey results were tallied from many Metro Louisville and Southern Indiana businesses who entered in the small (>150 employees), midsize (150-499 employees), and large (500+ employees) categories.

Social Media 52

Social Media Survey Leadership Culture 52

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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?

Customer Experience

kommunicate

OCTOBER 20, 2021

WooCommerce is a free WordPress plugin that adds e-commerce functionality to your WordPress website so you can have an online store. With just a few clicks, your WordPress website turns into a fully functional eCommerce website. ?? Read: Installing WooCommerce plugin Benefits of Woocommerce Easy to use For Advanced Ventures Customizability and Support Wide variety [.].

Chatbots 52

Chatbots e-support How To Ecommerce 52

Lithium

OCTOBER 20, 2021

Are you ready to realize the full potential of your brand's ROI? Take the next steps on your journey toward a mature digital customer experience practice by joining Khoros experts at CMSWire's upcoming DXS21 Virtual Summit. Dates: Thursday, October 28, 2021, 10:30am-4:30pm EDT. Friday, October 29, 2021, 10:30am-2:00pm EDT. Activate the data and insights latent in your organization and your customer base to deliver on the performance promises of the modern digital tech stack.

Omni-Channel 52

Omni-Channel Consulting ROI Retail 52

Think Customers

OCTOBER 20, 2021

Retail is never set in stone. Success in the industry, be it ecommerce or brick-and-mortar, relies understanding customers’ core values and connecting with the right technology. Explore how physical and digital spaces can unlock amazing customer experiences (CX) in 2022. The state of brick-and-mortar. Brick-and-mortar, physical retail locations, rely on being interactive spaces.

Ecommerce 52

Ecommerce Retail Self Service Omni-Channel 52