Fri.Mar 05, 2021

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Customer Feedback Is No Longer Just a Luxury for High End Retailers

Alida

Though considered a niche category by some, luxury goods—including high-end fashions, accessories, footwear, and beauty products—are a hot commodity. The global pandemic may have impacted how consumers buy luxury goods, but the market is still growing. According to McKinsey & Co., consumers will likely return quickly to paying full price for luxury goods—the same way they did after the 2008 global financial crisis.

Retail 130
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Building the hybrid contact centre with Microsoft Teams

Eptica

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. How can contact centres transform successfully?

Trends 104
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3 Behavioral Economic Principles for Customer Success

ChurnZero

“But I did everything right.”. Have you ever bemoaned this common refrain after a customer unexpectedly churns? You adhered to the best practices. Your customer said they were happy. You thought everything was going swimmingly, perhaps even exceptionally well. Customer engaging? Check. Customer satisfied? Check. Customer seeing results? Check. . But still, when presented with the opportunity to leave, your customer just up and churns on you.

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Guest Post: 5 Tools to Uplift Your Store’s Customer Experience

ShepHyken

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. He shares five customer-related applications worthy of taking your eCommerce customer service to the next level. In this day and age, eCommerce is a booming industry. The global eCommerce market size was valued at 9.09 trillion dollars in 2019. As we’re still embracing remote work and social distancing, folks would be purchasing from online stores.

Tools 89
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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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How to Calculate and Improve Your Customer Retention Rate

Totango

Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service. As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate.

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How to switch to channel-less, conversational customer service

MyCustomer

Download this Whitepaper. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

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Expand Member Reach with Virtual Branches

SaleMove

2020 and social distancing fundamentally changed how customers interact with businesses. Close, in-person interactions were largely replaced with virtual exchanges. As the initial chaos of the pandemic gives way to a new reality, how can credit unions and banks meet the needs of customers while still delivering a superior customer experience? In a recent report, “ Beyond COVID-19: Five key priorities to accelerate post-crisis transformation for banking and capital markets ,” PwC lists key strate

Banking 52
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What Does Outsourced Customer Service Centre Offer

Magellan Solutions

The Philippine BPO industry as a customer service service provider. Outsourcing services in the Philippines bring a commendable increase in your productivity. Experts help in enhancing the product or services. They update you on the changes in their demands before-hand. This results in staying up to date with the market trends and balancing your profits.

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Watch: CRM Hack on Testing and Evaluating CRM Strategy, B2CRM Weekly News Update, and a CRM Analysis on Inditex

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, new CRM hack on testing and evaluating CRM strategy and a deep analysis on Inditex. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Wholesale + DTC is a thing. Plus: Online Gambling’s Outlook.

CRM 52
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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Litigation Outsourcing Service: How Can They Help Your Law Firm?

Magellan Solutions

How Does Litigation Outsourcing Can Help Your Law Firm? The legal industry is slowly shifting its delivery model for litigation outsourcing service. Law firms and legal departments are now more dependent to LPO than they were a few years back. It becomes an in-demand service for every law firm in the world. Offshore litigation grows in popularity. This is because legal departments need to cut costs and work efficiently.

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How do we ensure customer experiences are inclusive?

MyCustomer

Engagement How do we ensure CX is inclusive?

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Don’t Let Google’s Announcement Distract You From Your Data Deprecation Plans

Forrester's Customer Insights

Google announced on Wednesday that it will not build alternate identifiers to track individuals as they browse across the web, nor will they use them in their products. Within 48 hours, some of adtech’s biggest stocks took a steep dive. But is the market’s concern warranted? We think probably not – there’s a lot of […].

Data 38
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50 Questions Every Customer Success Manager Should Ask Their Customers

SmartKarrot

Customer success managers start knowing their customers only when they ask them customer questions. They need to drill down each and every detail from the customer to get the right information. This information helps you in serving your clients much better. Do not assume anything about your client. Get the information right from your customer. Nobody can provide you better information than they themselves.

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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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Establish, Scale, And Evolve Your CX Culture Work Practice

Forrester's Customer Insights

Culture work is the CX competency that amplifies all the other CX competencies — from design to measurement — and I’ve just completed a thorough refresh of Forrester’s core research on culture work: a trilogy of reports that’s part of our CX Transformation Playbook. Over the past couple of years leading this research, I have […].

Culture 33
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Mar 05 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success (Remote Eligible) Location: Remote, Boston, MA Organization: Okta, Inc. As a Director of Customer Success, you will lead Okta’s team of Customer Success Managers who field requests from Customers, Sales, and Support to assist customers. Identify, conceptualize, pilot, operationalize, and deploy new processes, tools, communications, training and methodologies to ensure the CSM Team’s success across groups and departments throughout the company.

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Diversity and Inclusion: 5 Ways to Move Beyond Benchmarks for Real Change

Oracle

Embracing diversity and inclusion (D&I) isn’t just the right thing to do— it’s also good for business. D&I initiatives are a top corporate priority for driving growth and performance in 2021 and beyond. The Oracle HCM Virtual Summit recently hosted a digital event to explore top trends in diversity and inclusion efforts. Here’s a closer look at key takeaways on moving beyond benchmarking and embedding real change in your organization.

Trends 58
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3 Things to Keep in Mind When Planning an International Online Conference

CSM Magazine

So, you’re planning an online conference for an international audience. What can possibly go wrong? Quite a lot, actually. Technical problems, miscommunication , and bored listeners are just the main potential issues that anyone can encounter. The key to launching a successful online conference is thorough preparation. The event will be successful if the audience likes it.

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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.