Fri.Sep 17, 2021

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Guest Post: 5 Tips to Enhance the Customer Experience

ShepHyken

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.

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Why contact centres need to embrace omnichannel

Eptica

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.

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How to Celebrate Customer Service Week (3 Steps)

Myra Golden

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

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Your Next CX Hire…Shouldn’t Be a CX Hire

Heart of the Customer

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact. We’ve documented the top items a few times in the past: linking everything to business value, understanding the technology and data, measuring and improving emotions, and using […].

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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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How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.

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How to use the Self-service authorisation request

SAP Customer Experience

The Self-Service Authorisation tool allows you to directly request the authorisations that your S-User ID is missing, without having to search who your Super Administrators are, find their contact details and then send them an email requesting new authorisations. This new feature is both efficient and super easy to use!

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Should You Use a Freemium SaaS Model to Sell Your App?

Totango

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are. We’ll also consider how technology can help you optimize a freemium model to maximize its advantages and minimize its weaknesses.

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Should you offer staff bonuses for NPS improvements?

MyCustomer

Voice of the Customer Should you offer bonuses for NPS improvements?

NPS 96
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Real-Life Examples of How a Joint-Model Driven Chatbot Answers Real User Questions

SaleMove

How a data-centric approach with new developments in Natural Language Understanding efforts and a Multi-Task Learning Approach creates our Joint Model. The post Real-Life Examples of How a Joint-Model Driven Chatbot Answers Real User Questions appeared first on Glia Blog | Digital Customer Service Explained.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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5 Signs Your Customer Might Be Ready for An Upsell Discussion

ClientSuccess

Today’s CSMs act as the one-stop go-between for a customer and the rest of a vendor organization. From product announcements to marketing requests, CSMs are typically the point of contact to relay this information to a customer. This same sense of leadership is also true for sales discussions. From renewals to upsells to expansion, the CSM is often the person who either opens up this conversation with a customer, announces to a customer that it is time to start having these sorts of discus

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We Have Transformed Into Digital-First Beings

SaleMove

New excerpt delves into our Digital-First lifestyle and why we need to shift to Digital Customer Service (DCS) to meet customers where they are… OnScreen. The post We Have Transformed Into Digital-First Beings appeared first on Glia Blog | Digital Customer Service Explained.

Meeting 52
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A Study On How Account Payable Services Outsourcing Is Important To SMEs

Magellan Solutions

Importance of Account Payable Services For SMEs. Managing the partnerships a company has with suppliers and vendors is challenging. The more vendors you have, the more at-risk you are for costly errors in your accounts payable process. Once your business grows, the complications that come with managing your accounts payable process in-house will surely slow down the growth of your business. .

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We Have Transformed Into Digital-First Beings

SaleMove

New excerpt delves into our Digital-First lifestyle and why we need to shift to Digital Customer Service (DCS) to meet customers where they are… OnScreen. The post We Have Transformed Into Digital-First Beings appeared first on Glia Blog | Digital Customer Service Explained.

Meeting 52
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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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Improve Employee Experience: 30+ Best Practices

ProProfs Chat

As people spend a significant part of their time at the workplace, job satisfaction is an important factor determining employee well-being. However, employees, these days are no longer satisfied with just salary, hikes or promotions. They look for something more tangible in the form of a positive employee experience. A good employee experience is a combination of many factors like work challenges, good relationships with managers, career growth prospects, peer-to-peer communication, and more.

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dscout Cheat Sheet: Feature Faves from our CXR Team

dscout People Nerds

Our customer experience team highlights their favorite “unsung heroes” in the dscout platform.

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Embarking on new customer experience initiatives? Avoid common pitfalls

Brad Cleveland Blog

“75% of customer experience initiatives fail!” That’s a sensational headline. And one, even with a modest search of cases and literature, you’ll see often (in fact, estimates go as high as 93 percent). My question is, if your focus on customer experience fails, what’s the alternative? Not focusing on customer experience? That just doesn’t make sense.

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Common Total Economic Impact™ (TEI) ROI Modeling Questions Answered

Forrester's Customer Insights

Answers to a few common questions that we hear from clients around constructing financial models and common ways in how Forrester approaches modeling them.

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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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Sep 17 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: Atlanta, GA, US Organization: CMSPI As a VP of Customer Success, you will oversee the management, growth, and increased engagement of existing merchant accounts. Hire and develop the best possible account management team, including an initial target of 3+ US Account Managers/Analysts within the first 12 months.

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Navigate The Storm Of ESG Data

Forrester's Customer Insights

Business leaders will soon need to get on top of ESG data. Regulatory changes and stakeholder expectations are driving the change.

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35 Website Survey Questions to Ask Your Customers in 2021

ProProfs Chat

Be it a startup or a multi-million dollar company; a website is the starting point of contact between your brand and customers. . Research suggests that it takes just about 50 milliseconds for users to judge your website and decide whether they want to stay or leave. . Multiple factors come into play while forming opinions about your website – its design, content, navigation, usability – the list is endless.

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Building Your Survey With the Right Questions

SurveyGizmo

Many people jump directly into the “build” phase of their survey, but in reality once you’re writing questions you’re nearly halfway done with your project. Survey questions are like the walls, floors, doors, and windows of a house: they’re vital, but if you put them up without laying a foundation you’re in for some serious trouble. So, if you haven’t already, check out these previous articles on identifying your survey goals and considering your survey design before you start building.

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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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Proven Tips to Avoid Leading and Loaded Questions in Your Survey

ProProfs Chat

Q1: “What do you think of our awesome design team?”. Q2: “Have you quit smoking?”. Imagine asking the above questions in a market research survey. Can we expect to collect honest and reliable responses from our target audience? Supposedly, a reluctant Yes, No, Yes…. The above survey questions fall in the category of leading questions and loaded questions.

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How to Measure Customer Experience: Top CX Metrics

SmartKarrot

Measuring customer experience is, perhaps, one of the most vital aspects of any business. And, it is even more important if you are a SaaS-based business. So the very first questio n that I would like to ask you is: Are you doing pretty well with your customer experience? Is there any scope for improvement? Do you use the right CX metrics to measure your customer experience?

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Content Marketing in 2021-Knowing the Hits and Misses

CSM Magazine

When you have a business—of any kind or scale—marketing is one aspect that is inherently a priority. With several marketing tools available globally, one basic yet highly effective marketing tactic is content marketing and related branding. Consistency reaps Rewards. Organizations with a consistent track record of investments in content marketing are gaining good returns in the current time.