CSM Magazine

NOVEMBER 25, 2020

Everyone has heard the old adage, “The customer is always right.” It sounds really nice. However, anyone who has ever worked in customer service knows that it simply is not factual. Customers can be wrong, and they quite often are. People can get nasty when dealing with customer service representatives. Businesses in this field must work to walk the fine line between pleasing the customer and not letting the customer call all the shots.

Customer Service Representative 59

Customer Service Representative Customers Customer Service Management 59

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 306

Contact Center Self Service Analytics Banking 306

Storyminers

NOVEMBER 25, 2020

Mike is the CEO of Storyminers. They help leaders win adoption for their boldest ideas and strategies. They know why people fight change, and how to engage and inspire them. He’s an inspiring CX professional and it has been a real pleasure to discuss as he’s a true storyteller. In this podcast we cover the next topic: Why CX design shouldn’t be about ROI.

Customer Experience Design 221

Customer Experience Design Tips Customer Experience ROI 221

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 130

Contact Center Self Service Analytics Banking 130

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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

Comm100

NOVEMBER 25, 2020

Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.

How To 130

How To eBook Software Knowledge Base 130

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.

CRM 130

CRM Customer Service Ecommerce Chatbots 130

Totango

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.

Customer Success 107

Customer Success Net Promoter Score Effort Score CRM 107

DemandJump

NOVEMBER 25, 2020

Connecting with your audience is key to developing your brand and establishing visible authenticity with potential new audiences, which grows your business. That requires content—and lots of it. The content needs to be reliable, focused, organized, and strategic. Content marketing strategy dictates a specific message and a filtered way of distributing the message across various content mediums.

Strategy 105

Strategy Marketing Connections Brands 105

Ecrion

NOVEMBER 25, 2020

What Is DX? | Why Is DX So Important? | How to Improve DX. No matter what type of business you operate, your customers’ digital experience is one of the most important metrics to focus on. This is especially true given the impact the COVID-19 pandemic has had on companies across the world. But not every entrepreneur fully understands what digital experience is or why it matters.

Fashion 98

Fashion Metrics Brands Examples 98

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Communication

DemandJump

NOVEMBER 25, 2020

It’s not uncommon to outsource some of your marketing help. It’s a full-time job for most people, and when you’re trying to run a business—or run the marketing for several—the actual creation of the content can get to be a lot. Of course, before you actually go signing any contracts with an outside source, it’s a good idea to know what they do and how they operate.

Marketing 98

Marketing Course Management 98

Cyara

NOVEMBER 25, 2020

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying more about our health, future and job security as the pandemic predictions stretch out into 2021.

Retail 90

Retail Travel Call Center System 90

DemandJump

NOVEMBER 25, 2020

Every major business—and a lot of the minor ones too—are producing content on an almost daily basis. Where is it all coming from? In a lot of cases, creative content marketing agencies are behind the scenes. Is there some secret sauce that makes them work? Definitely not, and knowing the ins and outs of a content marketing agency can give you some insight into what you should do—or whether you should hire one yourself.

Marketing 98

Marketing Management 98

Zonka Feedback

NOVEMBER 25, 2020

Customer Satisfaction is the reason for survival and growth of any business, but if you want to attain an outstanding position in the market, it is important to delight your customers and improve Customer Experience. Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.

Retail 69

Retail Feedback Customer Satisfaction Consumers 69

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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

DemandJump

NOVEMBER 25, 2020

Effective content marketing blog strategies are built with intention. They are fueled by two essential drivers: your need to attract business, and your audience’s need for useful content. The best blog topics list should reflect what is trending within your industry and how your business’ unique take plays a role in it. Above all else, the topics you choose should provide real value to your customers and speak the language they use when searching for answers to their questions.

Marketing 93

Marketing Trends Industry Strategy 93

iPerceptions

NOVEMBER 25, 2020

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them? The post Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX appeared first on Astute.

Measurement 62

Measurement Brands How To Voice of Customer 62

DemandJump

NOVEMBER 25, 2020

Connection with your brand’s marketing audiences is dependent on the quality of the content you produce. Make the right rhetorical decisions—develop content that is relevant and relatable—and you make a lasting connection that will be the support structure of your brand. Fail to make the right rhetorical decisions, and your brand becomes a lame duck.

Strategy 90

Strategy Connections Brands Marketing 90

Call Experts

NOVEMBER 25, 2020

Are you running a business? VoIP can be your best friend. Do you know what VoIP is? VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines.

Contact Center 64

Contact Center Call Recording Trends Customer Retention 64

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

DemandJump

NOVEMBER 25, 2020

The digital marketing arena can be aggressive and at times difficult to traverse. It's easy to spend hours researching your audiences, noting high-demand blog topics, and gathering data to make improvements to your content strategy. When it comes to blogs, however, there are a few time-tested tips and tricks when pursuing search engine traffic to understand what makes the best blogs stand out from the rest.

Marketing 88

Marketing Tips Strategy Data 88

PK

NOVEMBER 25, 2020

As enterprises look for new ways to better serve customers and drive efficiency, one technology has risen to the top for its ability to streamline operations: Robotic process automation (RPA). […]. The post Bot monitoring: The untapped capability you need to drive RPA value appeared first on PK.

Technology 64

Technology Customers 64

DemandJump

NOVEMBER 25, 2020

What are the top 5 content marketing strategies that you can incorporate into your business?

Examples 105

Examples Strategy Marketing Management 105

Vanilla Forums

NOVEMBER 25, 2020

There are dozens of tools that power your business across all departments. As you adopt more of these tools, having these disparate applications to talk to one another and share information is central to automating workflows and ultimately increasing productivity. However, thinking about integrations can be intimidating—it implies you need development resources, time and money, which a lot of the time, is difficult to acquire.

Connections 64

Connections Resources Tools 64

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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

Oracle

NOVEMBER 25, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

Trends 62

Trends Marketing Resources Culture 62

CX Ahead

NOVEMBER 25, 2020

This was originally written during my tenure at Yellow Messenger, a cutting-edge conversational AI platform. In any organization, whenever the front-line customer support staff hear that leadership is considering chatbot technology, there’s one fear that spreads like wildfire: “our jobs are at risk!” It’s completely understandable, humans fear the unknown and, on the face of […].

Chatbots 52

Chatbots Leadership Technology Case Study 52

Chadwick Martin Bailey

NOVEMBER 25, 2020

After successfully transitioning to a completely virtual workforce earlier this year, CMB was faced with a new challenge this Fall: how to virtually raise money for the Leukemia and Lymphoma Society’s Annual Light the Night (LTN) Walk. Since 2008, LTN has been an integral part of the CMB community , with several in-person fundraising activities we look forward to year over year.

Culture 52

Culture Sales Meeting Feedback 52

DemandJump

NOVEMBER 25, 2020

Define your brand’s key message.

Strategy 99

Strategy Marketing Management 99

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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

Influitive

NOVEMBER 25, 2020

The post How Ceridian uses its advocate program to coach and mentor customers — Q&A appeared first on Influitive.

Customers 52

Customers Customer Success 52

Keatext

NOVEMBER 25, 2020

The post Data that pops: Keatext’s new statistics module illustrates every insight appeared first on Keatext.

Data 52

Data 52

Knowmax

NOVEMBER 25, 2020

Open source knowledge management: A trespass or a healthy interaction?

Interaction 52

Interaction Management Software 52