Wed.May 04, 2022

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The Importance of Employee Loyalty in the Workplace

InMoment XI

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. “Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of services provided to customers.

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How to Accelerate Credit Union Digital Transformation

Comm100

Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation. In this article, you’ll see why credit union digital transformation must be a priority and how credit unions can accelerate their digital transformation with the introduction of digital customer engagement software and tools.

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Why Customers Claim to Love Self-Service, but Still Loathe IVRs

Cyara

Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time. They’re rolling out new products and services to align with consumers’ new digital-first behaviors and meeting surging demand for support. In fact, 51 percent of businesses have integrated online and offline channels and embraced new channels for customer interactions.

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Everyone Deserves a Compliment??

ShepHyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo. Of course, I thanked her and I found my seat, just a few rows from the front of the plane.

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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Why DealerRater reviews are important for your automotive business

BirdEye

As a business in the automotive industry, reviews are essential for your online reputation. While you may already be getting reviews on major sites like Google, you could severely lack reviews on industry-related sites like DealerRater. Our recent study of online reviews in 2021 found that DealerRater was the next most significant review site in the automotive industry, making up most of the reviews collected on niche sites in the industry.

More Trending

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Are You Serving Yourself First, Serving Others, or Being Self-Serving?

One Millimeter Mindset

Are you serving yourself first or last? Or do you dismiss the importance of serving yourself first as being selfish? On the other hand, do you ever focus on putting other people’s needs ahead of your own? Take a breath, step back, and ask yourself the three questions encompassed in the title of today’s blog post. Instead of being pulled in all sorts of directions, create the balance you seek.

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How to Make Your Chatbot More Conversational

MyCustomer

HWhen customers use your chatbot to self-serve, what kind of experience do you deliver? Does your chatbot need questions asked a particular. 4th May 2022. By Mandy Reed Global Head of Marketing.

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Having gone through 10 years of transformation in the past two years, how do we maintain momentum – Interview with Don Schuerman of Pega

Adrian Swinscoe

Today’s interview is with Don Schuerman, the CTO and Vice President of Product Marketing at Pega. Don joins me today to talk about resiliency, focus, reducing […]. The post Having gone through 10 years of transformation in the past two years, how do we maintain momentum – Interview with Don Schuerman of Pega first appeared on Adrian Swinscoe.

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Energy companies under scrutiny for Direct Debit hikes

Helen Dewdney

On 3 May the Business Secretary, Kwasi Kwarteng announced that Ofgem will undertake a series of “market compliance reviews”. These are to include a “stricter supervision of how direct debits are handled” by suppliers. The Government announced that some energy suppliers were hiking the prices of Direct Debits by more than is necessary. In some cases customers are seeing double or even triple their previous monthly payments.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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CX job vacancy of the week: Dyson

My Customer

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 4th May 2022. By Rhys Fisher Staff Writer.

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The Dos and Don’ts of Creating a Referral Program

ReviewTrackers

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Delivering customer experience at scale leveraging digital innovation

West Monroe

The need for digital acceleration has never been more profound than today. Technology leaders have known the importance of leveraging digital channels and enhancing the digital customer experience for some time. Now, the pressure to meet dynamic and demanding customer expectations coupled with the mandate to achieve high revenue and margin growth goals, is substantial.

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Hidden Trends Plus Quick Time-to-Market: The Other Staples of Achieving True 1:1 Personalization

Optimove

We are living in the age of personalization. So many things are explicitly tailored to our personal preferences; the product recommendations we see on Amazon, our Netflix experience, gym memberships and healthcare plans, even the products we buy for our pets are becoming customized. And it’s just the beginning, as more and more brands are adopting a personalization-at-scale strategy.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

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?

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Beyond the HR Poster – What Psychological Safety Looks Like at Work

Russel Lolacher

What does psychological safety look like at work? . Words are great. Understanding the behaviours associated with those words is better. In this monthly series, we’re going beyond those cliched HR platitudes and “aspirational” posters on the office wall to find out what those important aspects really look for employees. I’ll be proposing a question to you across the Relationships at Work platforms on what a particular topic looks like at work.

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[CX Tribe] 5 May 2022 – Tesla Takes on Insurance + Proof – Closing the Loop works

Genroe

CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. The post [CX Tribe] 5 May 2022 – Tesla Takes on Insurance + Proof – Closing the Loop works appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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Five Key Considerations for Your Adobe Commerce Upgrade

Merkle

Adobe Commerce (formerly Magento) merchants have had a love/hate relationship with upgrading the platform for years. However, now with the general availability of the 2.4.4 upgrade, that relationship will change.

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Dr. Natalie Petouhoff featured on The Strategy Skills Podcast

Natalie Petouhof

EPISODE SUMMARY: In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Episode 084: 4 Price Myth Busters

The DiJulius Group

Have you ever lost a customer and blamed it on your prices? Maybe you assumed that the reason the customer left was that your prices were too high. So, what did you do? You lowered your prices. In this episode, ??Chief Revolution Officer John DiJulius of The DiJulius Group explains why this is a bad. Read Full Article. The post Episode 084: 4 Price Myth Busters appeared first on The DiJulius Group.

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5 Ways How Customer Support Challenges Can Be Resolved With Knowledge Management

Knowmax

The post 5 Ways How Customer Support Challenges Can Be Resolved With Knowledge Management appeared first on Knowmax.

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What to do if your customers are complaining about your prices

MyCustomer

Engagement How to respond to complaints about your prices.

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Run this campaign on Mother’s Day to boost sales

Perkville

Boost sales on Mother’s Day with this campaign idea.

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The Open CCaaS Advantage Report

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.

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May 04 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Denver, CO, US Organization: Cin7 As a Director of Customer Success, you will lead the digital-first Customer Success function, focusing on driving product adoption, a positive customer experience, and empower the thousands of existing customers to thrive. Grow and develop a high-performing global team that is motivated, engaged and lives the company values.

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What Is Frictionless Customer Experience and Why Is It Important for Your Business?

Kayako

The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era. According to Salesforce , 84% percent of customers say the experience a company provides is as important as its products and services.

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How Product Managers and Customer Success Managers Can Empower Each Other??

SmartKarrot

It is 2022, and we would be surprised if teams are not inter-connected and empowering each other. There is a lot common between the product team and the customer success team. Well, products are made for customers. And customers use products. Apart from this, the two teams also complement each other. If teams work in isolation, it will not be of any value addition.

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Top 12 Cognito Forms Alternatives (Free & Paid)

SurveySparrow

Want to know the best alternatives for Cognito forms? You’ve come to the right place. Cognito Forms can be tricky to use and don’t offer integrations people look for in a form builder. But worry not, our list 0f Cognito alternatives will help you find the perfect WordPress forms. And this post will walk you through 12 top Cognito Forms alternatives for 2022.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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10 Productivity Hacks Customer Success Managers Can Learn from C-Suite Executives?

SmartKarrot

The C-Suite in any company is one of the smartest executive groups. Becoming a C-Suite executive is not an easy task. The task of managing a company is also with the C-Suite executives. A study by Harvard Business Review shows that a CEO attends 37 meetings and works for an average of 62.5 hours (about 2 and a half days). Top executives like the CEO, CFO, and more manage their time using certain simple principles and tactics.

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Customer Success by Product Design: A New Collaboration Process for Human-First Companies

Gainsight

Co-Authored by Ophir Sweiry and Chris Jalisi. The need to bridge the gap between Customer Success and Product to drive positive customer outcomes is well-known. Oftentimes, we look to address that need by including collaboration as part of each role’s responsibilities, allowing for Customer Success to communicate feedback to Product via a seamless pathway, and, in some cases, aligning Customer Success and Product resources.

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Customer self-service: Set your team up for success

delighted

When your customers have questions, where do they turn? If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. In this article, we’ll cover what customer self-service is, why you should focus on self-service offerings, and tips for creating a successful self-serve solution within your organization.