Fri.Jan 10, 2020

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

Sports 156

Guest Post: Turn Customers into Fans by Telling the Truth, Especially When It Hurts

ShepHyken

This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans.

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Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

eBook 72

7 Samples of Feedback Forms for Customers That Actually Work

GetFeedback

Find samples of feedback forms for your customers that will help you get more responses and more useful feedback to improve your business. Articles

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

Sports 170

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Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps.

Sports 156

What is a Shared Inbox?

ProProfs Chat

As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. .

How to Get Customers to Yes

Beyond Philosophy

If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that.

How To 104

The Key 2020 Customer Service Trends You Need to Know

Team Support

The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them).

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Best Customer Onboarding Experiences

ClientSuccess

When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations.

eBook 60

How to Self-Audit Your Company’s Customer Experience

CSM Magazine

Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems.

Advantage Communications Strengthens its World-Class Customer Service Offering With Acquisition of Leading Mexican Call Center

Advantage Communications

Advantage Communications Inc. ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact.

Want to Win at Personalization? Let the Customer Lead

Think Customers

Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations rise, the margin for error is rapidly shrinking.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

ChurnZero’s 10 Customer Success Leaders to Watch in 2020

ChurnZero

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2).

High-stakes ransom game as Travelex remains down for more than a week

Helen Dewdney

Travelex business – and customers – held to ransom . Travelex, the currency exchange company, has been hit by criminals in a ransomware cyber-attack that took place on New Year’s Eve.

How Kenya Revenue Authority Changed Local and International Perceptions with Cloud CX

Smarter CX

The concept of taxation is as old as human society. Yet this practice hasn’t always evolved to meet our modern expectations. Taxation is a notoriously inconvenient process, and citizens don’t always understand its benefit. Take Kenya, for example, where 97 out 100 citizens own mobile phones that they use for mobile services like banking.

6 Emotional Drivers in the Retail Shopping Journey

Gold Research

With the 2019 retail season just closing, our New Year’s wish for 2020 is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Add Live Chat in Android Apps

kommunicate

Whether you are a small business or big enterprise, customers need prompt support. The first thing that comes to our mind is live chat. Given that the world is going mobile-first, it is important to have live chat implemented properly on your mobile website and apps as well.

6 digital technologies helping bricks-and-mortar sites deliver better customer experience

Qualtrics

Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 technologies bridging the gaps and helping deliver better customer experiences. Augmented Reality (AR). Although some see it as just a gimmick or fun attraction, AR has some exciting and meaningful applications for retail and leisure.