Totango

MARCH 28, 2019

Escalations are the horror movie soundtrack of the subscription-based business. Their arrival signifies one thing— impending churn. Scary as they can be, however, customer complaints can actually be beneficial. Today’s customer-centered economy has increased customer expectations and left them only a click away from trying something new. The natural response is to speed up your escalation practices under the threat that if you don’t provide your customer with a quick fix, you’ll lose them.

Customer Success 76

Customer Success Customer Journeys Customers Data 76

Centriam Customer Experience Lab

MARCH 28, 2019

Recent articles about customer experience (CX) have included statements as grandiose as: “Customer experience is the new brand.”- Forbes. "Put customer experience at the heart of your operations.”- McKinsey. "Customer experience is the key competitive differentiator.” - Wall Street Journal. Yet, a common theme that emerges when we talk to clients about their CX efforts is the struggle with how to get started.

Data 305

Data Customer Experience Brands How To 305

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. A technology so overlooked that it can sap the goodwill from thousands of customers every day without anyone paying attention to it – until it’s too late!

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

CloudCherry

MARCH 28, 2019

Insights shine a light on hidden opportunities. CX insights can help you connect experience to your business goals, beat the competition and deliver a consistently delightful experience to your customers. Gaining insight is essential to your success. At CloudCherry, we want to disrupt the customer experience industry. There’s a lot of noise out there about what CX teams should be doing.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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Customers

NICE inContact

MARCH 28, 2019

Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service. . If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone.

Call Center 154

Call Center Competitive Advantage Self Service Contact Center 154

NICE inContact

MARCH 28, 2019

Chat is a favorite interaction channel for customers and is increasingly offered as an option on websites and mobile apps. In our NICE inContact CX Transformation Benchmark , chat has the highest satisfaction of all channels with 47% of consumers saying they were very satisfied with chat, as it provides convenient, quick, and helpful service. According to WhosOn , 68% of people prefer to have root canal without anesthetics, a tax audit or a dinner with mother-in-law, rather than to wait on hold

Chatbots 149

Chatbots Self Service Virtual Agent Contact Center 149

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Sometimes, my guests are surprised at how their trajectory, even if it seems nonlinear, has played a critical part in their professional development. In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her b

Customer Success 131

Customer Success Management Exercises Metrics 131

NICE inContact

MARCH 28, 2019

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. Its 180+ agent contact center handles more than 2.5 million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.

Self Service 140

Self Service Automotive Contact Center ROI 140

IntouchInsight

MARCH 28, 2019

Six technologies that can streamline your restaurant operations and improve your restaurant’s relationship with its customers and staff in the process.

Technology 132

Technology Customers 132

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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.

Communication

Beyond Philosophy

MARCH 28, 2019

A consistent finding in psychology is that people don’t like uncertainty or risk. It’s called Risk Aversion, and we all have it to some degree. To be fair, we are not risk averse all the time. We also enjoy risky behavior, like gambling, smoking, or playing fast and loose with food expiration dates. However, as a general rule, we don’t like risk. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience.

Management 143

Management Training Consulting Conference 143

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.

How To 114

How To Average Handle Time Training Software 114

Optimove

MARCH 28, 2019

Ever come into your office, look at your calendar, and see right there in printed black and white that today is the day of your big presentation? You walk into the meeting with the higher-ups, sharing how marketing campaigns are doing great, feeling confident about the progress. And then, someone in the room asks you to prove your work’s impact. “How does it impact revenue or order amount?

Data 108

Data Marketing Report Consulting 108

Comm100

MARCH 28, 2019

We all like to look at the positives within customer service – its ability to surprise, delight, and offer real help which makes people’s lives a little bit better. But a lot can be learned from looking at the negatives too. And it’s certainly better to learn from the mistakes of others, than to go through that pain yourself. Here are five real life examples of live chats gone horribly wrong.

How To 100

How To Average Handle Time Training Software 100

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Tips

Heart of the Customer

MARCH 28, 2019

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. You can read more about our book at [link] Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions: What is the business problem or opportunity behind mapping? […]. The post Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?

Customer Journeys 89

Customer Journeys Customers Customer Voice Customer Engagement 89

Alliance by IFS

MARCH 28, 2019

3 Building Blocks Separating Best-in-Class Field Service Organizations from The Rest. Service organizations are racing to compete with best-in-class service leaders. But becoming a preeminent leader is challenging for many field service organizations. Today’s customers expect their service delivery to be fast and personalized to their unique needs. To do so, companies must align their operational strategies with service expectations.

Video 90

Video Customer Satisfaction Customer Centricity Knowledge Base 90

iPerceptions

MARCH 28, 2019

Every day brings about great insights, statistics and debates about the various aspects and minute details of the Customer Experience (CX) that it can be easy to lose track.

Management 89

Management Customer Experience Customers 89

ReviewTrackers

MARCH 28, 2019

With a TripAdvisor sticker, any business can generating additional exposure and online reviews, which is vital for any TripAdvisor business listing. This is because of the TripAdvisor’s overall popularity for online reviews. It’s the third-most visited review website by consumers before they decide to actually check out a business in person. An online listing on TripAdvisor might perform well, but adding the right stickers on a physical location, can bring even more traffic and conversions throu

How To 88

How To Consumers Feedback Examples 88

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

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Retail

Oracle

MARCH 28, 2019

What is B2C? The business-to-consumer landscape is constantly shifting, especially as new technologies appear that make it easier, faster, and more effective to sell directly to buyers. While some B2C trends may extend along traditional lines such as access to customers and understanding buyer behavior, the methods in which they are deployed are now more than ever accessible to businesses of all sizes.

B2C 73

B2C Consumers Retail Ecommerce 73

Gainsight

MARCH 28, 2019

Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to their pain points. When you boil it down, your product falls into one of three categories: 1) shelfware (no one uses it, no one remembers they have it); 2) a tool someone has to use, but hates doing so; 3) the one you want it to be: something so useful it’s not software, it’s a habit-forming product.

How To 72

How To Connections Software Tools 72

NetBase

MARCH 28, 2019

Google “Millennials trends 2019” and you’ll find a host of articles about the things Millennials are into – from food, to travel, to dating – to themselves! But is this info helping or hurting brands trying to reach this oh-so-desirable generation as it enters its prime? The truth is, it depends on where you’re getting your information – and how you’re using it.

Marketing 72

Marketing Analysis Analytics Social Media 72

Interactions

MARCH 28, 2019

Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Naturally, they are exploring the potential of conversational AI and its promise of transforming the customer experience. Recently, I attended two highly informative conferences which looked at AI technologies and their impact on customer engagement – the Conversational Interaction Con

Customer Engagement 63

Customer Engagement Self Service Engagement Contact Center 63

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Training

One Millimeter Mindset

MARCH 28, 2019

Each of us has a customer retention superpower. Regardless of our job title, pay grade or level of education. Have you discovered yours yet? Our superpower is unique to each one of us. We may do a lot of things really well, or only a few things really well. It’s just that there are small things that each of us does, which we tend to dismiss as unimportant.

Customer Retention 64

Customer Retention Communication Customers Sales 64

UJET

MARCH 28, 2019

Customer support agents help customers resolve issues with the extra goal of building brand loyalty. Supervisors track metrics like number of calls taken, number of issues resolved or average wait time, but they might not have the time to listen to every call recording to see where improvements are needed.

Call Recording 56

Call Recording Wait Times Metrics Loyalty 56

ProProfs Chat

MARCH 28, 2019

Your company is the best in the business. You have world-class products because you buy from the best suppliers using top-notch materials. Everyone buys from you and your competitors cannot even come close in matching your quality and product range! Strangely, for some reason, you can’t increase your market share and move forward. Even though you have the best products the industry has to offer, your sales aren’t increasing.

Customer Centricity 55

Customer Centricity Healthcare Insurance Tips 55

Customercount

MARCH 28, 2019

ARDA’S largest and most inspirational annual event, ARDA World 2019, is April 7-11 in Orlando, Florida. Members of the resort community come together to be inspired and educated by the experts, mix and mingle with colleagues, and to honor the … Continue reading → The post 5 Reasons to Attend ARDA World appeared first on CustomerCount.

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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.

Customers

Talkdesk

MARCH 28, 2019

This month, Talkdesk is focusing on how to make a difference in our communities. We shared how Talkdesk employees volunteer , and now, we want to spotlight how one of our amazing customers gives back. Bombas is a sock company that donates a pair of socks to someone in need for every pair they sell. But these aren’t just any socks! Bombas’ innovative socks are made with the softest long staple yarns in the world and have antimicrobial, moisture-wicking properties thanks to high-quality natural fi

Customers 47

Customers Innovation Interaction Brands 47

MyCustomer

MARCH 28, 2019

Loyalty. The key skills customer success managers require.

Customer Success 78

Customer Success Management Loyalty Customers 78

GlowTouch

MARCH 28, 2019

BPO Firm GlowTouch Donates $10,000 to Global Charities. Photo Credit: akshayapatra.org. For more information, contact GlowTouch at 502 410 1732. March 28, 2019 (Louisville, KY) – GlowTouch, a leading provider of contact center, business processing, and technology outsourcing solutions, announces a grant of $10,000 to state and international charities.

Contact Center 40

Contact Center Return on Investment Omni-Channel Government 40