My Customer

JANUARY 23, 2023

If you’re a consumer-facing business, you’ll know how important customer service is. Your customers are the centre of your business: you. 23rd Jan 2023 By Joanna Clark Simpson Head of Marketing at PissedConsumer.

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Customer Service Consumers Customers Marketing 52

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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Customer Experience Chatbots e-support Customers 302

SAP Customer Experience

JANUARY 23, 2023

Dear Community, The 2302 release (February 2023) for SAP Sales and Service Cloud is approaching. We will be adding the release webcast-related information and assets here in our community. This will allow you to access the on-demand recording after the live event, short demos if available, slide deck, and also.

Sales 76

Sales Customer Experience Customers 76

Interactions

JANUARY 23, 2023

Credit card security? It’s a big deal. Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data. Here’s the problem: The risks associated with accepting credit card payments are numerous and can be devastating for businesses that fail to properly pr

Contact Center 62

Contact Center Financial Data Report 62

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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

Helen Dewdney

JANUARY 23, 2023

[link] The post The Mirror – Mum who was switched to prepay energy meter without being told wins £620 in compensation appeared first on The Complaining Cow - Consumer Complaints, Consumer and Money Expert.

Consumers 73

Consumers 73

Helen Dewdney

JANUARY 23, 2023

The Institute of Customer Service January 2023 figures The Institute of Customer Service (ICS) has today released its latest UK Customer Satisfaction Index (UKCSI) figures, based on the organisation’s own research. The UKCSI shows that overall UK customer satisfaction fell by 0.7 points year on year, to 77.7 (out of 100). I’m not surprised by these findings.

Customer Service 70

Customer Service Consumers Customer Satisfaction Tips 70

Optimove

JANUARY 23, 2023

The post 2022 Consumer Trust of Online Retailers appeared first on Optimove.

Retail 98

Retail Consumers 98

Russel Lolacher

JANUARY 23, 2023

In this episode of Relationships at Work, Russel chats with author and Inspiring Comfort CEO Jen Marr on the importance of prioritizing care and comfort in the workplace. A few reasons why she is awesome — she is the founder and CEO of Inspiring Comfort LLC, a social good company using evidence-based comfort skill programming. A speaker and member of the Forbes Business Council.

Connections 52

Connections Leadership Culture Groups 52

Innovative CX

JANUARY 23, 2023

How customer service can help build relationships one customer at a time. Before the end of the year, I was looking through my library of past business books and came across an “oldie but goodie”, The One to One Future Building Relationships One Customer at a Time by Peppers and Rogers. Originally published in 1993, according to Amazon’s website, “The One to One Future revolutionized marketing when it was first published.

B2C 52

B2C B2B Exceptional Customer Service Customer relationships 52

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

Uplight

JANUARY 23, 2023

Virtual power plants, also known as VPPs, are becoming an increasingly popular solution for enabling demand flexibility as electric grids in the United States and globally become more dynamic with the uptake of clean energy. These innovative systems utilize aggregation software to coordinate the output of multiple distributed energy resources (DERs) such as smart thermostats, Read More The post What are Virtual Power Plants?

Innovation 52

Innovation Software Resources System 52

SurveySparrow

JANUARY 23, 2023

Microsoft and Google. If you have a laptop or a system, chances are that you’re using both. These 2 behemoths have revolutionized the way we see and use technology. They both offer an excellent suite of business products, with one of them being a form builder. Both Microsoft and Google Forms are excellent form or survey builders in their own rights.

Comparison 52

Comparison Video Survey Analytics 52

CSM Magazine

JANUARY 23, 2023

Over 70% of UK organisations which offer contact centre services are failing to implement new ways of communicating with their customers, a new survey shows. Despite a rise in the use of digital technology, the study showed that seven out of ten UK firms don’t look for alternative ways to communicate with their customers if they fail to hear back from them.

Interaction 52

Interaction Multi-Channel Study Connections 52

My Customer

JANUARY 23, 2023

The ecommerce sector is growing. In 2020, 17.8% of global sales were made through online purchases. By 2025, that number is expected to.

Ecommerce 52

Ecommerce Customer Retention Tips Sales 52

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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,

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Forrester's Customer Insights

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Brands 48

Brands Customer Experience Analytics Consumers 48

Kapta Customer Success

JANUARY 23, 2023

I really enjoyed hosting a webinar with Betsy Westhafer of the Congruity Group, discussing the power of Customer Advisory Boards (CABs). She is an absolute pro on this topic.

Groups 40

Groups Customers Management 40

My Customer

JANUARY 23, 2023

The rising cost of living has caused everyone to approach the upcoming winter cautiously. Businesses will be reassessing budgets as.

Interaction 52

Interaction Customers 52

Hello Customer

JANUARY 23, 2023

Customer Satisfaction 52

Customer Satisfaction Customers 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

Forrester's Customer Insights

JANUARY 23, 2023

Empathizing with the people you design for is almost always the first step in design frameworks, because it helps you put aside your assumptions and gain insights into what people do, think, and feel. This is why many brands follow those frameworks and start their design process by conducting research and synthesizing key learnings about customers. This is a great start, but those learnings are often forgotten about in the later stages of the design process and don’t get to the final product.

Connections 26

Connections Customers Brands Customer Centricity 26

InMoment XI

JANUARY 23, 2023

You’re sitting down to carve out the newest survey in your customer experience (CX) program. You know what touchpoint you’re examining, what you’re hoping to learn, and what questions you’re going to ask. Now it’s time to settle on the survey rating scale you’ll use. Unsure of which scale to choose? I’m Kiri Burgess, a Senior CX Consultant at InMoment APAC.

Tips 491

Tips Survey Touchpoint Policies 491

ShepHyken

JANUARY 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 13 ways to retain existing loyal clients—no matter what the market climate by Fast Company Executive Board (Fast Company) Reassuring your customer base that you value their business and want them to succeed—whether they’re up or down—is what really matters and builds better

Customer Service 13

Customer Service Self Service Contact Center Loyalty 13

Zonka Feedback

JANUARY 23, 2023

For many of us, the term "reporting" conjures images of mind-numbing meetings and stacks of complicated spreadsheets. But when used correctly, reporting tools can help your team work smarter and more efficiently. If you're a business owner or a CTO working in the SaaS space — there are plenty of benefits to choosing the right software to track your data and manage your project's performance.

Report 10

Report Tools Software Meeting 10

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Training

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. With a new year already upon us, questions still remain about the economy and other external factors, but regardless of those outside variables, there are a number of steps sales teams can take to build up sales skills that will lead to a strong foundation for success in the months ahead.

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Sales Culture Training Metrics 78