Thu.Oct 08, 2020

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4 Ways To Avoid a Disjointed Customer Journey

Interactions

Think back to a bad customer experience that you’ve had. We all have a story (or multiple). Some involve a rude agent who couldn’t locate the correct information. Others are a wild goose chase about trying to get a refund. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey.

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How to use the Customer Effort Score (CES) metric

GetFeedback

Simplifying CX YouTube series video on how to use the CES metric.

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With CXone Technology, ECSI ‘Acts Like the Big Guys’

NICE inContact

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them.

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How to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well. Some service styles are formal and professional, some are relaxed and carefree, and some are “by-the-book” without showing much emotion and simply going through the steps of service.

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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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Banking: 5 keys to supercharging your digital strategy

Talkdesk

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Branch closure is a reality that has intensified with COVID-19, social distancing protocols and the recent urban exodus. Combined, these are causing serious challenges across three fronts: Financial exclusion of the most vulnerable. Financial services are essential to leading a normal life and being an active citizen and participant in society.

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How Acer Increased Their Community ROI by 500% Using Vanilla

Vanilla Forums

Acer is one of the largest PC makers in the world. Its products include desktop and laptop PCs, tablets, servers, storage devices, displays, peripherals and more. One of Acer's top product lines is its gaming PCs and accessories, marketed under the Predator and Nitro brands. We had a chance to talk with Brad Bliven, Senior Program Manager of Global Digital Services at Acer.

ROI 98
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Transactional and relationship surveys: They’re different

Zeisler Consulting

“Well, it’s because they’re different.”. The not-deliberately snarky, yet somewhat oversimplified tautological response was understandably not satisfying for the support business leader who’d asked me why I thought NPS would be different for the different lines of business his organization supported. But in the end, it’s no more complicated than that.

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Infographic : The Essential Guide to Quarterly Business Reviews

CSM Practice

In the world of customer success, Quarterly Business Review (QBR) aims to understand the desired outcomes and potential of the business. QBR is a great way for customer success teams to review, strategize expansion plans, and prepare for any challenges that the organization may face. . The Quarterly Business Review is one of the most important activities a Customer Success Manager must perform to offer value for their clients.

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Universal Events: Taking Triggered Marketing from Good to Great

Optimove

As eCommerce keeps on growing, and customers keep evolving, the importance of triggered marketing, also known as realtime marketing, is at an all-time high. I recently wrote about the need to combine both realtime and batch customer data to maximize this marketing strategy’s value. The short take: triggered marketing is only as effective as the customer data used to shape and define segments, triggers, and campaigns.

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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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How to Improve Customer Retention—Even During a Pandemic

Totango

Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow? The answer is you must be flexible, proactive, and prepared to learn within a changing environment.

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Five risks you run by using behavioural science in CX

MyCustomer

Engagement 5 risks you run by using behavioural science in CX.

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12 Best Mobile Apps for Customer Support

SurveySparrow

Customer experience has always been an important part of a successful business. For a long time, companies have seen and understood the value of investing in customer support. In 2020, though, the business landscape is different. Alternatives to your product or service are available at the click of a button. In this battlefield, customer loyalty is everything.

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Part 3: Helping Companies Build Stronger Customer Relationships

Team Support

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. The editors sat down with TeamSupport co-founder and COO, Eric Harrington, to talk about customer support in the time of COVID and building strong customer relationships in Part 1 of this series, and current trends and the future of B2B customer support in Part 2.

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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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ReviewTrackers Becomes a Google My Business Featured Partner

ReviewTrackers

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Verint is Proud to Sponsor the 2020 Samuel J. Heyman Service to America Medals

ForeSee

Partnership for Public Service event highlights excellence in our federal workforce Since 2002, the Partnership for Public Service has honored noteworthy federal government achievements with the Samuel J. Heyman Service.

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Your Easy Guide To Cold Calling Outsourcing

Magellan Solutions

If you are a salesperson or a business owner, you are probably familiar with the process of calling up strangers and introducing your business to them. Chances are, you might have even done this before, and found it exhausting. There are plenty of other channels anyway, why do you still need to do this? The answer is easy — cold calling is still a profitable business tool.

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Introducing ‘Love2shop Contactless’ the B2B Gift Card That Rewards Staff and Customers Digitally

CSM Magazine

Appreciate, Home of Love2shop, has launched a new digital gift card that enables businesses to reward and incentivise employees and customers instantaneously. . Based on Mastercard, the Love2shop Contactless digital gift card can be used online or in-store through a mobile wallet with over 80 retailers and leisure providers in the UK. Love2shop Contactless digital gift offers a quick and easy way to send digital gift cards instantly by email, text, Facebook Messenger or WhatsApp to an unlimited

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The State of Customer Onboarding 2024

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.

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Empathy-Driven Customer Support with Irene Griffin

Kustomer

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Irene Griffin , to discuss building better customer relationships through an empathy-driven support model. Irene is currently leading the customer care team at FranConnect. To learn how Irene has built an incredible customer support playbook, listen to the podcast below.

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3 Ways to Get Yourself Out of a Slump and Change Direction

The DiJulius Group

If you find yourself stuck in a habit that doesn’t serve you, whether in business or in life, here are three concepts that you can apply to help you steer yourself in the right direction. Chosen Suffering Chosen sufferings are things we choose to bring our way. They are the things we ask for. We. Read Full Article. The post 3 Ways to Get Yourself Out of a Slump and Change Direction appeared first on The DiJulius Group.

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How to protect the customer experience during cut backs

MyCustomer

Loyalty How to protect CX during cut backs.

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Bringing customer service to the Boardroom

Helen Dewdney

It is the fourth day of Customer Service Week. Today the theme is Leadership: Championing customer service in the boardroom. Customer service at Board level. How often is customer service discussed at Board level in your company from the point of view of the customer? Do you talk more in terms of “this is how we will do it”, “this is what it will mean for the company”?

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Fall Is The Best Time For Planting Seeds And Planning For Growth

Forrester's Customer Insights

Portfolio marketing teams can play a key role in annual planning efforts by analyzing new markets and new buyers for growth opportunities.

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Brand Move Roundup – October 8, 2020

C Space

The Brand Move Roundup – October 8, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.

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Employee mental health must be front and center for every employer

Forrester's Customer Insights

Mental health has become the focus of the discussion when it comes to employee benefits. As an organization, whether you have remained open, or are planning for “return to work” in an office setting, or will continue to keep your workforce remote indefinitely – you need an employee mental health strategy. To set the stage: […].

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6 ways to drive CX addiction at your organisation

MyCustomer

Way back in 2010 Steve Jobs said that his kids had never used an iPad. He understood (as do many other tech leaders) the insidious.6 9th Oct 2020. By Claire Sporton Founder.

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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JD Sports

Optimove

The post JD Sports appeared first on Optimove.

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Australian FSI Firms Have Responded Well To The Pandemic, But Their CX Is Just ‘OK’

Forrester's Customer Insights

The 2020 Australia Banking and Superannuation Customer Experience Index results are live now! COVID-19 stress-tested the robustness of Australian banks and supers’ governance structures and crisis management plans as the industry experienced rapid regulatory changes. Firms Must Focus On CX That Builds Loyalty To Come Out Ahead In The Crisis Forrester’s CX Index™ methodology measures […].

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Farmdrop

Optimove

The post Farmdrop appeared first on Optimove.