Interactions
OCTOBER 8, 2020
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.
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric.
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NICE inContact
OCTOBER 8, 2020
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.
Steve DiGioia
OCTOBER 8, 2020
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.
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.
Talkdesk
OCTOBER 8, 2020
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.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Vanilla Forums
OCTOBER 8, 2020
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.
Zeisler Consulting
OCTOBER 8, 2020
“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.
CSM Practice
OCTOBER 8, 2020
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.
Totango
OCTOBER 8, 2020
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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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.
MyCustomer
OCTOBER 8, 2020
Engagement 5 risks you run by using behavioural science in CX.
SurveySparrow
OCTOBER 8, 2020
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.
Team Support
OCTOBER 8, 2020
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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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.
Optimove
OCTOBER 8, 2020
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.
ForeSee
OCTOBER 8, 2020
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.
Magellan Solutions
OCTOBER 8, 2020
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.
CSM Magazine
OCTOBER 8, 2020
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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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,
Kustomer
OCTOBER 8, 2020
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.
The DiJulius Group
OCTOBER 8, 2020
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.
MyCustomer
OCTOBER 8, 2020
Loyalty How to protect CX during cut backs.
Helen Dewdney
OCTOBER 8, 2020
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”?
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.
Forrester's Customer Insights
OCTOBER 8, 2020
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: […].
C Space
OCTOBER 8, 2020
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.
Forrester's Customer Insights
OCTOBER 8, 2020
Portfolio marketing teams can play a key role in annual planning efforts by analyzing new markets and new buyers for growth opportunities.
MyCustomer
OCTOBER 8, 2020
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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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Forrester's Customer Insights
OCTOBER 8, 2020
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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