CSM Magazine
AUGUST 16, 2021
The omnichannel approach has been used by marketers to reach as many customers as possible, especially in the current circumstances, where most physical stores remain closed and rely on product deliveries and online purchases. In 2020 alone, more than two billion people made online purchases , with online retail sales surpassing the $4.2 trillion mark.
Steve DiGioia
AUGUST 16, 2021
Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership.
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NICE inContact
AUGUST 16, 2021
Did you ever see the episode of “Friends” where the always-principled Phoebe Buffay spends the entire show on hold with her phone company’s customer service?
Advantage Communications
AUGUST 16, 2021
Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries. That’s why you need to find cost-effective and successful solutions that can help quickly resolve these large volumes of requests while still meeting your customers’ expectations for remarkable customer service.
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.
ShepHyken
AUGUST 16, 2021
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. 16 Great Customer Service Tips and Examples by Tom Coombe. (Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
AUGUST 16, 2021
Today’s interview is with Stan Phelps and Dave Rendall, co-authors of Pink Goldfish 2.0: Defy Normal and Exploit Imperfection. They join me today to talk about […]. The post Pink Goldfish, standing out, portmanteaus and wabi-sabi – Interview with Stan Phelps and Dave Rendall first appeared on Adrian Swinscoe.
Helen Dewdney
AUGUST 16, 2021
There is always lots of talk about how to revitalise our High Streets and towns, but who actually asks consumers what they want? I do. As a consumer champion I hear exactly what consumers want. When I ask consumers what they would like to see in the High Street, there are two issues that come through loud and clear every time: Parking to shop. Consumers are fed up with having to pay over the odds for parking.
ClientSuccess
AUGUST 16, 2021
Juggling the day-to-day responsibilities of a customer success manager can be overwhelming at times. It can be hard to know where to focus between serving as the main point of contact between customers and the rest of your business and managing all of the minute details of implementation and ongoing projects. While focusing on the ins and outs of customer success strategy can allow CSMs to grip their weekly to-do lists better, sometimes it helps to go back to basics.
Gainsight
AUGUST 16, 2021
Authored by Harshita Banka, Regional Director of Customer Success, Gainsight PX. When it comes time to execute your product engagement strategy, you may feel like you’re caught under a pile of responsibilities. Enter the hero: your in-product tool. Your in-product tool can lift work off of you and your team, freeing you up to drive stellar in-app engagements.
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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.
Magellan Solutions
AUGUST 16, 2021
Why are Telemarketing Philippines experiencing a large number of calls? Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. That reference is to the inbound calls and high-value leads for a business. . Some 70% of consumers have used the click-to-call button in online ads.
Optimove
AUGUST 16, 2021
“Optimove has raised its game across nearly every CCCM criterion since it appeared in our 2019 edition of this evaluation,” stated the Forrester report. The report also notes, “Enterprise references from the telecommunications and online gaming sectors enthusiastically endorsed Optimove.” The post Optimove Recognized as a Leader in Cross-Channel Campaign Management by Independent Research Firm appeared first on Optimove.
Magellan Solutions
AUGUST 16, 2021
What defines a virtual receptionist for BPO Philippines. A virtual assistant is like hiring a receptionist or v personal assistant , except they don’t work in your office. Instead, they work remotely so you only contact them through phone or email. A virtual assistant can handle all kinds of work. . There is such a range of virtual assistants that you can likely find one willing to do nearly any task.
dscout People Nerds
AUGUST 16, 2021
UX Research Advisor, Lindsey Kite, walks us through her go-to sample design and shares a few tips on getting started with dscout.
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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.
Magellan Solutions
AUGUST 16, 2021
Why understanding costs is important before outsourcing with BPO Philippines. When purchasing a new service or product, one of the first considerations that come to mind is price. With price comes value. Everyone wants to maximize their value. While Amazon has spoiled us with the ability to find the cost of almost anything, the cost of business services such as answering phones is harder to grasp.
Grade.us
AUGUST 16, 2021
Reading Time: 9 minutes. Can TripAdvisor help you attract more guests? The answer for Derby Hotels, a family-owned hotel chain, is yes. Their hotel business is seasonal, and it’s primarily dependent on tourism and vacation traffic. How has TripAdvisor? In their off-season, their competitor’s businesses are down 30 – 40 percent. Not so for Derby Hotels.
Forrester's Customer Insights
AUGUST 16, 2021
I speak often with clients about the role of technology in insurance. Of the many innovations we discuss, connected insurance may be the most polarizing. Connected insurance (CI) is nascent across most insurance lines. But evolving consumer preferences and increasing competition from digital-first startups require forward-thinking insurers to harness emerging technology and invest in CI […].
SmartKarrot
AUGUST 16, 2021
Role: Global Head of Customer Success Location: London, England, United Kingdom Organization: YOOBIC As a Global Head of Customer Success, you will be a Leader, first and foremost, and part of the customer success leadership team with the courage and confidence to challenge the status quo; anticipating problems and mitigating risks. Be obsessive about building and maintaining exceptional behaviours and driving accountability for actions and outcomes.
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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,
Forrester's Customer Insights
AUGUST 16, 2021
Two weeks ago, the US Bureau of Economic Analysis released its Q2 2021 data on US GDP on July 29, 2021: “Gross Domestic Product, Second Quarter 2021 (Advance Estimate) and Annual Update.” The headline stories focused on continued strong 6.5% growth in real GDP in Q2 and the surge in inflation to a 5.7% annualized […].
SmartKarrot
AUGUST 16, 2021
The magic of customer experience has enveloped us with its virtues and values. That is when where forums, workshops, and conferences play a pivotal part in imparting experience as well as education to people. It is a great way to brush up your skills, learn new qualities, and know what else is new. On that note, we take immense pleasure in regaling information to our readers about the upcoming customer experience (CX) conferences so that you can block their calendars right away.
Forrester's Customer Insights
AUGUST 16, 2021
Hard to believe we’re almost three quarters through 2022. Now seems as good a time as any to draw your attention to one of last year’s predictions on insurance. I really like our prediction that connected devices will drive a 50% increase in the usage based insurance market. Why? Not because the odds of it […].
GlowTouch
AUGUST 16, 2021
How GlowTouch Utilizes Remote Ability TM to Further Its Global CSR Efforts BY VIDYA RAVICHANDRAN Opportunity is often the gateway to a better life, but there are many who have limited access to opportunities by no fault of their own. As a global business owner, I consider our company’s “Putting People First” motto more than a Corporate Social Responsibility initiative, but a privilege and obligation.
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.
Optimove
AUGUST 16, 2021
Customer Lifetime Value is perhaps the most shining north star in the sky of CRM Marketing. When talking CLTV in that context – you need to think of both the past and future value your customers bring. Looking at just conversion rates and first purchases, for instance, while ignoring the long-term value of customers, may lead you to invest resources in acquiring customers with low total revenue.
SurveyGizmo
AUGUST 16, 2021
Survey projects can fall into one of two main categories: longitudinal and cross-sectional. Each one has its strengths and weaknesses, and which category is right for you will depend on what kind of data you are collecting and what kind of insights you need to glean from the results. Let’s take a look at longitudinal and cross-sectional studies and when they work best for business.
2020 Research
AUGUST 16, 2021
The Latest Findings from Our Swing Voter Research. The Swing Voter Project , a collaboration between Schlesinger Group and Engagious , continued this month to understand how voters in key battleground states are thinking and talking about critical issues such as Biden’s policy achievements. Two online focus groups took place on August 10 with swing voters from the most competitive battleground states who voted for Donald Trump in 2016, then Joe Biden in 2020.
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