Totango

JULY 23, 2019

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Customer Success 63

Customer Success Effort Score Customer Centricity Customer Journeys 63

Wired and Dangerous

JULY 23, 2019

In today’s hyper competitive market customers long for organizations they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take the customer’s breath away! . We believe there are three ingredients that create this superb service greatness recipe. Those ingredients are: the dream, the drive, and the discipline.

Customer Experience 93

Customer Experience Policies Course Customers 93

NICE inContact

JULY 23, 2019

With more than 1.5 billion active users, WhatsApp has more user adoption and growth than any other app. It’s an incredibly popular way for people to communicate, and this naturally applies to customers too. Let’s take a closer look at why WhatsApp is the next digital customer service channel you need. Why WhatsApp is exciting for customers. 65 billion messages are exchanged on WhatsApp daily, the number of these messages concerned with customer service is on the rise.

Customer Service 163

Customer Service Banking Retail Course 163

QuestionPro Audience

JULY 23, 2019

What does targeting the right respondents for an online survey mean? Fifteen years ago, market researchers knew very little about online survey research. Almost all interviews were still completed via telephone, paper and pencil or face to face. Today, researchers know much more about online research, and most interviews are completed online. There’s nothing more frustrating than spending vital amounts of time and energy on a survey research project, only to realize that your survey respondents

Survey 236

Survey Tips Marketing 236

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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

CloudCherry

JULY 23, 2019

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. On the flip side, we’ve seen first-hand that companies are doing transformative and innovative CJM work. Those companies even call CJM their superpower.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

NICE inContact

JULY 23, 2019

Three weeks to a future-proof customer engagement hub? It happened for Aetna Medicare Transition Services — and it can happen for your organization too. Discover how in our webinar, A Customer Engagement Hub in Less than Three Weeks. . With a short timeline and multiple challenges to overcome, upleveling its contact center was no small feat for Aetna.

Customer Engagement 138

Customer Engagement Engagement Contact Center Innovation 138

Comm100

JULY 23, 2019

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we started. out of frustration or because ‘something’ came up. But the other way around? Can you imagine a customer service agent hanging up on you? “How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

Beyond Philosophy

JULY 23, 2019

Can We Trust Facebook? Upon reflection of Facebook’s latest privacy violation and $5 billion fine, one must wonder whether we can trust Facebook. After all, the social media platform hasn’t exactly been keeping our private information under lock and key. On the contrary, it appears as if our likes and dislikes, networks and preferences are for sale to the highest bidder.

Culture 90

Culture Social Media Policies Consulting 90

ShepHyken

JULY 23, 2019

The Trap of “Nincompoopery” in Business and CX. Forging Real Relationships with Your Customers to Deliver Excellent Customer Service. Shep Hyken interviews John R. Brandt. They discuss his new book, Nincompoopery: Why Your Customers Hate You—and How to Fix It , and how to go from being a “nincompoop” to creating an exceptional customer experience. The Interview with John Brandt: There’s often a disconnect between organization leaders and customers.

Customer relationships 92

Customer relationships Feedback Culture Customer Experience 92

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

UJET

JULY 23, 2019

Traditional call centers typically host all of its hardware and software on-site. This meant necessary hardware such as computers, servers, and all the infrastructure needs had to be stored and used at a central location. Agents would come into work and sit at a workstation to address support issues.

Contact Center 69

Contact Center Call Center Software Customers 69

Talkdesk

JULY 23, 2019

One of the biggest challenges contact centers face is agent morale. Most managers struggle with high rates of absenteeism and turnover, whose costs hit a company’s bottom and top lines. While many organizations have made some strides in this area— by allowing agents to work remotely, for example—most continue to ignore the issue that drive down productivity and performance: boredom from having to process routine tasks that could be better handled by a machine.

Customer Experience 76

Customer Experience Contact Center Analysis Course 76

Oracle

JULY 23, 2019

At Oracle ModernCX 2019, Fortune Alexander, Senior Director of CX Product Strategy at Oracle is joined by Nancy Nardin, Sales Technology Stack Expert and Founder of Smart Selling Tools to discuss B2B sales best practices, tips, and trends. Watch our interview and read 3 best practices and trends for B2B sales. Build trust and engagement with the consumer.

B2B 74

B2B Sales Trends Video 74

Feedbackly

JULY 23, 2019

The rapid growth of digital innovation has not only impacted the customer experience, it has also changed customer expectations. This is reflected in a. The post Keeping Up With the Latest Technology to Improve Customer Service appeared first on Feedbackly.

Technology 68

Technology Customer Service Innovation Customer Expectations 68

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ROI

NetBase

JULY 23, 2019

Influencer marketing can be tricky – mostly because its misunderstood. Developing an influencer marketing strategy that reaps impressive returns for your brand doesn’t have to be complicated. In fact, you can develop one in five simple steps! Step 1: Identify Influencer Marketing Focal Points. Which aspects of your business can benefit from an influencer’s touch ?

Strategy 55

Strategy Marketing Effort Score Course 55

Kustomer

JULY 23, 2019

To say we’re living in a customer-centric age is an understatement: companies who fail to prioritize the customer experience are outpaced by their CX-leading competitors by nearly 80%. Additionally, more than half of companies have experienced a serious drop in consumer trust, resulting in an estimated missed $180 billion in potential revenues, according to this Accenture study.

Connections 45

Connections Self Service Customer Experience Data 45

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients. I love that; as our clients are successful, we’re successful. Each day we learn from the trenches what it takes to make clients happy and successful.

Customer Success 44

Customer Success Technology Leadership Chief Customer Officer 44

MyCustomer

JULY 23, 2019

Podcast: What makes a great CX leader? By. Chris Ward. Thursday, July 25, 2019 - 08:15. Customer experience management. What makes a great customer experience leader? Connecting the dots between marketing, customer service, sales & experience. Engagement.

Customer Experience 42

Customer Experience Customer Experience Management Connections Sales 42

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.

Customer Insights

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. This focus shift has resulted in a huge turnaround for companies once plagued by bad reputations and the less-than-stellar bottom line to prove it.

Self Service 40

Self Service Trends Customer Service Social Media 40

Optimove

JULY 23, 2019

According to Yoav Susz, vp of revenue at the customer relationship software company Optimove, brands can use that to their advantage during execution. “By doing some segmentation you can make better judgments,” he said. The post Nordstrom’s attempt to modernize its loyalty program runs into trouble appeared first on Optimove.

Loyalty Programs 40

Loyalty Programs Loyalty Customer relationships Software 40

Ascribe

JULY 23, 2019

Do you want to stay close to your customers? Of course you do! Improving the customer experience is central to any business. More broadly, any organization needs to stay in touch with its constituents, be they customers, employees, clients, or voters. In today’s world, getting your hands on the voice of the customer is not. Read more » The post Verbatim Analysis Software – Easily Analyze Open-Ended Questions appeared first on Ascribe.

Analysis 40

Analysis Software Course Customer Experience 40

Gravy Analytics

JULY 23, 2019

T-Mobile and Taco Bell just launched a fun new advertising campaign, “T-MoBell‘, which continues the companies’ promotional partnership that started with the Super Bowl. “T-MoBell” pop up stores in New York City, Los Angeles, and Chicago will feature DJs, giveaways, celebrities and special menu items like a white, cherry-flavored “T-MoBell” freeze drink.

Advertising 40

Advertising Wireless Retail Measurement 40

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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self Service

datastax

JULY 23, 2019

Enterprises want the best of both worlds, which is why they’re increasingly adopting hybrid and multi-cloud strategies to take advantage of what both public and private cloud providers have to offer and build powerful, modern applications. The hybrid cloud market is expected to grow to $97.64 billion by 2023—quite the uptick from the $44.6 billion the market realized in 2018. .

Strategy 40

Strategy eBook ROI Data 40

Helen Dewdney

JULY 23, 2019

Questioning complaints. How do you approach complaints? Are they an irritation? Do they detract you from what you want to be doing? or. Do you welcome them to learn about your business? Do you monitor and evaluate what comes in and out effectively? Do you know how satisfied your customers are with their complaint handling? Complaints that improve the customer journey.

Customer Satisfaction 32

Customer Satisfaction Effort Score Retail Return on Investment 32

Strikedeck

JULY 23, 2019

Chris proposes recommendations on how to keep customers engaged and happy.

Tips 45

Tips Customer Engagement Customers Engagement 45

Qualtrics

JULY 23, 2019

Without data and market research , you wouldn’t be able to provide a great employee, brand, product, or customer experience because you couldn’t understand how to accomplish it. Sure, you could make your best guess, but in today’s competitive landscape, guessing will not cut it. Data is the driving force in your company and you can learn from the experts in the industry by following them on Twitter.

Marketing 32

Marketing Handbook Net Promoter Score Entertainment 32

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

Loyalty

DemandJump

JULY 23, 2019

Episode 001.

Ecommerce 40

Ecommerce Analysis Data 40

TechSee

JULY 23, 2019

It’s every company’s worst nightmare: customers are standing in line to pay, frustrated and angry when they can’t because the payment system is down. The point of sale (POS) is the most critical stage of the customer journey. It means the company has done everything right, the customer has pulled out his wallet and is prepared to part with his hard-earned cash.

System 129

System Retail Software Sales 129

Totango

JULY 23, 2019

Times are changing. The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time.

Customer Success 89

Customer Success Effort Score Customer Centricity Customer Journeys 89