ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. Amazon’s success over the last two decades has permanently reshaped retail. Their intuitive shopping interface, wide selection, one-click ordering, and fast shipping have become the industry standard.

Consumers 82

Consumers Brands Retail Culture 82

Second to None

OCTOBER 5, 2018

Creating an excellent online brand experience requires a diligent approach to measuring and reacting to the latest digital trends. There is a constantly shifting spectrum of consumer desires and expectations and if your team is not learning and adjusting to these trends customers will quickly move on to a brand that piques these evolving interests. One of the latest trends taking place in the online retail brand experience is implementing live chat service windows.

Chatbots 59

Chatbots Ecommerce Voice of Customer Retail 59

CSM Magazine

OCTOBER 5, 2018

Malene Wessel explains how to measure the success of your live chat solution. Live chat used to be considered a “nice to have” website feature. Today it’s expected by customers. In fact, Forrester found that 73% of consumers say good online customer service is most important to them. With this in mind, it’s important to monitor the success of your live chat solution to ensure quality service.

Knowledge Base 40

Knowledge Base Chatbots Customer Satisfaction Measurement 40

Kayako

OCTOBER 5, 2018

With the use of technology on the rise, the customer experience landscape has changed forever. Long wait times and slow responses are no longer acceptable and have a huge impact on customer satisfaction. Immediate gratification and meeting high customer expectations are paramount. Technology is what got your customers to start feeling this way, and it is also the solution to giving them the best experience possible.

Customer Satisfaction 121

Customer Satisfaction Technology Customers Wait Times 121

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Beyond Philosophy

OCTOBER 5, 2018

To improve your customer experience you must also become much more customer centric. How do you do this? What should we focus on? Colin and Ryan discuss what you need to do and how this impacts building a great customer experience. Colin reveals how you can download his ebook ‘Unlocking the Hidden Customer Experience’ for free! The post Creating and Sustaining a Customer Centric Culture appeared first on.

Customer Centricity 123

Customer Centricity Culture eBook Customers 123

ReviewTrackers

OCTOBER 5, 2018

Why Use the Google My Business App? Google My Business (GMB) is an essential local search tool for updating your business information on Google, building out your online presence, and engaging with existing and potential customers. GMB’s full set of features can be accessed using the desktop version , but busy users can also access and manage their GMB accounts on the go using the Google My Business app for iOS and Android.

Video 66

Video Tools Management Customer Insights 66

Magellan Solutions

OCTOBER 5, 2018

The Philippine-based business process outsourcing company Magellan Solutions had hit another milestone in time of its 13th-anniversary celebration. Fred Chua, the company’s chief executive officer, announced that the number of Magellan Solutions’ employees continue to grow which means that new accounts keep coming in. He also added that there are plans to move to a better and bigger facility by the next year once the target number of employees is reached.

Call Center 69

Call Center Contact Center Culture Company 69

ReviewTrackers

OCTOBER 5, 2018

Why Use the Google My Business App? Google My Business (GMB) is an essential local search tool for updating your business information on Google, building out your online presence, and engaging with existing and potential customers. GMB’s full set of features can be accessed using the desktop version , but busy users can also access and manage their GMB accounts on the go using the Google My Business app for iOS and Android.

Video 66

Video Tools Management Customer Insights 66

Team Support

OCTOBER 5, 2018

Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues outside of their specialty then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in to maximize the time and effort of your agents.

Self Service 59

Self Service Customer Service Knowledge Base Analysis 59

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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.

Customers

LiveChat

OCTOBER 5, 2018

A majority of businesses feel that generating leads is one of their top challenges , which isn’t much of a surprise considering: 61% of companies run 5 or less landing page tests per month. 48% of landing pages contain multiple offers. 75% of marketers struggle with optimizing landing page copy. Only 16% of landing pages are free of navigation bars.

Social Media 62

Social Media Multi-Channel User Experience eBook 62

Oracle

OCTOBER 5, 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.

Interaction 46

Interaction Customer Experience Meeting Strategy 46

Forrester's Customer Insights

OCTOBER 5, 2018

I received a text message the other day that looked a lot like what I might get from my bank if I triggered some anti fraud check. The timing was impeccable, I had just used the card to pay for takeout and had walked out to my motorcycle to head home. When I initially got […].

Training 52

Training Banking Data Management 52

RapportBoost

OCTOBER 5, 2018

Hi everyone! Dani Apgar here from RapportBoost with your RapportBoosting tip on Emotionally Charged words. . RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of SMS & chat conversations for brands. Tip #6 is short & sweet. . Emotionally charged words can produce a strong reaction in a visitor. Use of emotionally charged words can be tricky and we recommend limiting their use.

Tips 40

Tips Brands Technology Marketing 40

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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

CSM Magazine

OCTOBER 5, 2018

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular.

Airlines 40

Airlines Customer Service Travel Survey 40

dscout People Nerds

OCTOBER 5, 2018

Research insights mean nothing in a vacuum. Here are some tools for bringing stakeholders onboard early, often, and meaningfully. .

Tools 40

Tools 40

Forrester's Customer Insights

OCTOBER 5, 2018

Today, we in Europe woke up to headlines about attempted cyberattacks by Unit 26165 of Russia’s GRU intelligence service. In a world where the attribution of cyberattacks is a notoriously difficult task, the UK, the Netherlands, and the US made a joint announcement of the foiling of an attempt by four hackers linked to Unit […].

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Happy or Not

OCTOBER 5, 2018

Presented by: AviationPros.com and HappyOrNot Wednesday, October 17, 11:00 AM EDT | Register Now! Passenger as the Leading Actor to Improve Level of Service Synopsis: Passenger experience improvements create a robust boost to the bottom line for airports. However, finding out where improvements need to be made can be challenging and time intensive.

Feedback 28

Feedback Data Customers Customer Experience 28

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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,

Tips

Brandwatch CX

OCTOBER 5, 2018

Trends 40

Trends 40

Chadwick Martin Bailey

OCTOBER 5, 2018

When I was diagnosed with cancer, one of my friends told me, “Cancer is a team sport and you are taking one for the team.” It’s true, cancer is a team sport. My team of family and friends supported me through my battle with cancer. So did the team of doctors, nurses, radiologists, surgeons and many others who worked relentlessly to provide care. Even my colleagues became teammates when they pledged to raise money for Light the Night to benefit the Leukemia and Lymphoma Society the year I was dia

Sports 73

Sports Meeting 73

ChurnZero

OCTOBER 5, 2018

This is the second installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. This spotlight will be featuring Brooke Goodbary , who is a Customer Success expert at dataxu. She shares her experience working on the frontlines of Customer Success in fast growing startups at brooke.land/blog.

Customer Success 45

Customer Success Sports Tips Customers 45

NetBase

OCTOBER 5, 2018

Renewed focus on creating a top-notch customer experience is all the rage – in fact, it’s table stakes. So why are brands missing so many opportunities on the customer experience analytics front? The 2018 Consumer Experience Analytics Report highlights the ways brands are on target – and the areas where they need to better their aim. Customer Satisfaction Tops the Priority List.

Omni-Channel 45

Omni-Channel Analytics Consumers Report 45

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