Mon.May 20, 2019

8 Ways for CEOs to Rethink Employee Engagement

Think Customers

“CEOs need to connect with their employees.” This statement shouldn’t take any business leaders by surprise. In past decades, though, it was hardly a requirement. These days, leaders of Fortune 500 companies and startups alike are taking a different tack.

How to Move Customers Past Price

The DiJulius Group

This guest article is brought to you by Jeff Mowatt, speaker at the 2019 Customer Service Revolution. Do your team members ever give you this excuse when your company loses a customer, “Our competitors are hammering us on price. That’s why we’re losing business.”

How To Create Customer Journey Map Of A Restaurant?

Survaider

Are your customers annoyed by your late services? Customer Experience

Fundamentals of a Customer First Strategy For Every Industry

C3Centricity

Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. Unfortunately it rarely goes beyond the theory in many organisations, so I decided to help out with these six suggestions.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Obstacles Contact Center Agents Come Across During Interactions

Jacada

There was a time when customers only had a single choice when it came to contacting a company's customer service department. They had to dial a number to reach the department by phone—and make sure that they did so during the company's customer service department's hours of operation. Read More.

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Smart Solutions Resolve Call Center Operational Issues

Jacada

All industries encounter operational obstacles; those with call centers come across an extra set of issues during day-to-day operations. Read More. Jacada Blog

How powerful is the experience you are currently delivering to customers?

Wired and Dangerous

Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. When it comes to deciding where to shop, 64% of people rate quality of customer experience as more important than price. For today’s wired and dangerous customer any encounter with indifferent service fosters a quick exit to a new provider.

Get to the Heart of the Sales Mindset and Increase Questioning Confidence

Integrity Solutions

If your employees struggle with a willingness to ask the questions that will deliver more client value, you need focus on shifting their mindsets and building their confidence.

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Professional Communication Soft Skills are more than Talk

One Millimeter Mindset

Today, make a list of your professional communication soft skills. If you Google “soft skills”, you arrive at 5-7 skill sets for which communication is deemed of utmost importance.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

I’m New to Contact Centers. Here Are 5 Things I Learned at ICMI’s Contact Center Expo.

Talkdesk

Last week, I attended ICMI’s yearly contact center expo in Fort Lauderdale, Florida. The theme was “Navigate the Tides of Transformation,” which was fitting for two reasons. One, because the conference was at The Diplomat Beach Resort, which is located right on the beach.

The eight best practice capabilities of outstanding customer experience leaders

MyCustomer

Engagement. The 8 best practice capabilities of CX leaders

Taking Instagram Analytics to the Bank

NetBase

With more than 500 million active daily users , Instagram is the hottest platform for brands to be on right now. But many are still unsure of how to communicate the amazing engagement they’re seeing – and correspondingly unable to demonstrate it in terms of ROI.

What are the Top LMS Tools for Customer Service Teams

PlayVox

Every call center or business with its own customer service department should invest in a high-quality Learning Management System (LMS). Because ongoing education for your employees is crucial to keep delivering the best customer experience.

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How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Exciting News From The XM Institute

Experience Matters

The time has finally come for me to tell people to stop purchasing Temkin Group research reports. Are we eliminating them? Are they irrelevant? We’ve just decided to give them away for free on the Qualtrics XM Institute site.

Why Online Customer Reviews are Important for your Business?

Provide Support

The importance of online customer reviews. Modern customers start their search of products or services with thorough analysis of information available on the Internet. They visit company’s Facebook and LinkedIn pages and read available online customer reviews.

A New Way to Improve Your CSM Team Performance

ClientSuccess

CSMs Are Problem Solvers. Like diligent gardeners, Customer Success Managers (CSMs) excel at identifying problems and attacking them at their roots. Once one problem is solved, they move on to the next one, steadily weeding out every problem until only the healthy crops are left to flourish.

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Customer Experience Is More Than Your Frontline

Hello Customer

In the previous episode of 'Leslie Illustrates' we learned how to leverage feedback to all of the departments in an organisation. This week, Leslie explains why you shouldn't let the sole focus on customer experience reside in your frontline staff.

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Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

What Are the Advantages of Adding Smiley Face Feedback to Emails?

Opinionator

Customer Feedback. Customer feedback comments, concerns and ratings go a long way in helping businesses improve their overall performance. This is because the business now knows what to focus on. Moreover, the feedback also shows customer satisfaction levels and the likely customer retention rate.

Introducing our new content series – Discovering Customers!

Survicate

The post Introducing our new content series – Discovering Customers! appeared first on Survicate. Discovering customers

CX Execs Rise To Power Across B2C And B2B Industries

Forrester's Customer Insights

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

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Serving Multi Location Clients At the Local Level

Grade.us

Often, as digital marketers, we get caught up in the business of completing tasks. When it comes to multi location clients, an agency's responsibilities can grow exponentially.

5 Ways to Engage Employees for Immediate Impact

Speaker: Vicki Brackett, Author and COO of Sinousia

Author of the new book The Leadership Toolbox and Chief Operating Officer of Sinousia, Vicki Brackett shares creative and proven ways to engage your employees in either work at home environment or traditional brick and mortar. These strategies have been vetted by thousands of employees and have a track record of making immediate impact to customer service satisfaction scores, sales conversion, absenteeism and employee retention. When it comes to employee performance, you must be proactive on the front-end, or you are forced to be reactive on the back end!

FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

Even Big Digital Companies Need Little Humans. Lots Of Them Amazon offered $10,000 of startup capital and up to three months of pay to qualifying employees who quit. and go start a local last-mile delivery business.

AI IRL Podcast Episode 20: Can AI Save Billions in Clinical Research Costs?

Bold360

Subscribe via iTunes , Spotify and more. When the cost of drug development has increased a few hundred fold, how do you find a way to cut expenses and time? AI to the rescue.

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Enterprise CCM: Customer Communications Management Isn’t a Maybe, It’s a Must

Ecrion

Discover how to create customer loyalty and a better customer experience in competitive industries with customer communications management (enterprise CCM). How do you communicate with someone important to you? Are you likely to send them disparate messages, go weeks in between conversations or neglect them when they reach out? You wouldn’t treat an esteemed friend or family member this way. So, why would you use this approach with the clients who create the backbone of your enterprise?

Harry’s Acquisition Reaffirms It: Brand-Building’s In A Generational Shift

Forrester's Customer Insights

Like fading celebrities, brand owners fear one thing most of all: irrelevance. “I I think my mom/dad/grandma/grandpa uses them.” The horror. Edgewell Personal Care’s most recent annual report is all about that horror. In so many words, it acknowledges that its primary men’s grooming brands — Schick and Wilkinson Sword razors, among others — are grandpa […].

Exceptional Experiences for Employees and Customers

One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

The Importance of Segmentation

Fox Metrics

Before we get into why “segmentation” with web analytics can be highly valuable to your site’s performance and profitability, let’s first define what the term means.

Why Qualtrics – Erin Leonhard – Software Engineer – Seattle, WA

Qualtrics

At Qualtrics we want to connect our people to careers that feed their purpose; jobs that motivate & inspire them. This is Erin’s “Why Qualtrics” story. One thing that attracted me to the field of software engineering, in general, is the boundless choice of what industry you can work in. Since I had a lot of options, I knew I wanted to work somewhere where I could make an impact on normal people and where the people I worked with were passionate about what they build.

The Importance of Segmentation

Fox Metrics

Before we get into why “segmentation” with web analytics can be highly valuable to your site’s performance and profitability, let’s first define what the term means.