Mon.Oct 05, 2020

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Is Personalization the Secret Sauce? What the Research Says

Uplight

It’s no secret utility customers want personalization. We’ve all grown accustomed to receiving relevant recommendations–even expecting them. So it wasn’t surprising that our recent research revealed that customers of all demographics said they wanted even more personalization from their utility. Only half of customers said that they agreed that their electric utility offers them valuable Read More.

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How to Combat Shopping Cart Abandonment

GetFeedback

The common reasons online shoppers abandon their carts and how to overcome them.

How To 397
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5 Proactive Activities Leaders Can Do to Position Their Inbound Call Center for Ongoing Success

NICE inContact

Call center leaders can't hide behind bluster. The performance data doesn't let them. Everything about an inbound call center - from expenditures to service levels to customer satisfaction - can be measured and those results reflect directly on the leaders. It's pretty clear when a customer service manager is or isn't producing results. Just look at the KPIs.

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Launch Your New Customer Experience Program with Colin Crowley

CXS

Today, businesses are quickly aligning their marketing, sales, and customer support teams as it is proven to improve business relations with clients. Customer-centric companies are 60% more profitable than companies that don’t focus on customers as per Forbes. To get insight from … The post Launch Your New Customer Experience Program with Colin Crowley appeared first on CX 2020.

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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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Are You Meeting or Exceeding Your Customers’ Thresholds for Service Delivery?

Wired and Dangerous

We are seeing a lot of threshold alarms these days. Highway freeways tell us “minimum speed 40 mph.” It is a way of keeping horse-drawn buggies off the road. Minimum orders signal that only volume purchases are allowed. Even Disney has threshold alarms that say a child must be “this tall” to get on a particular attraction. As her two older sisters zipped past the “this tall” sign, it promoted my youngest granddaughter to say, “Tell them that scary things don’t scare me!”.

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Cost-benefit analysis of moving to the cloud

Talkdesk

The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. As the dust settles and planning begins for the next fiscal year, the focus is now on how businesses can remain cost-efficient in these very uncertain times.

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Measure Experiences Without Surveys and Feedback Tools

CXS

It’s no surprise that survey and feedback tools are a popular choice when collecting information from consumers. But they’re not always a good representation of our qualitative and quantitative data and are very selective in terms of its topic of … The post Measure Experiences Without Surveys and Feedback Tools appeared first on CX 2020.

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Let’s Ignite a Customer Service Celebration!

Team Support

As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !

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Brand Empathy Alleviates Social Isolation: 4 Ways to Make Customers Feel Less Lonely

Hallmark Business Connections

It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course. Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Product Ease and the Art of Trapeze: CPO Lessons From Shawna Wolverton of Zendesk

Gainsight

When Nick Mehta, CEO of Gainsight, interviews company leaders, he often asks them about their favorite games or hobbies. Some play poker or proudly announce their skill in Monopoly. However, when Nick chatted with Shawna Wolverton, EVP of Product of Zendesk , she declared her hobby as the static trapeze. Shawna is one of the many insightful CPOs we have hosted during our Path to Becoming a CPO series.

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5 Top Customer Service Articles For the Week of October 5, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. (Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery

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Typeform vs SurveyMonkey: Detailed Comparison

SurveySparrow

The birth of online survey tools has made it incredibly easy for businesses to get feedback from their customers. Hearing your customer’s opinion and being able to analyze the responses in a jiffy was a luxury for businesses earlier, and cumbersome too. And choosing an online survey tool or a survey software can often confuse you. So, in this article, we’ll do a Typeform vs SurveyMonkey comparison to let you choose what’s best for you. .

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Product Positioning Strategy In Economic Volatility: Lessons From The Obviously Awesome April Dunford

Gainsight

It began with a question. April Dunford sat in the back of a marketing class at Northwestern University in Chicago, where her professor gave an example of a product positioning statement. April described it as a “Mad Libs” fill in the blank exercise. . If my product IS a (blank) and my competitors are (blank), then I’m a (blank), UNLIKE (blank) that does or PROVIDES (blank), and this is my benefit (blank). .

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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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Free Soft Skills Training: Best Practices: Customer Service Representatives

Myra Golden

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here! Complete all modules my 30-minute course and get your certificate!

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The Number One Quality For Success As A Customer Success Manager

Gainsight

Being in a Customer Success role in Gainsight, a Customer Success company, is akin to being an English professor at Oxford. For a good reason, there is a magnifying glass on us all the time. It also continually pushes us to strive to become better than yesterday and get inspired by the business’s best everywhere. Since my role as a CSM requires me to meet many talented peers in the customer success industry (our end users are often CSMs), I started looking for qualities that make a CSM a superst

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CRM Hack: Lifecycle Based Campaigns

Optimove

Customers tend to give their money to companies that treat them well. Companies that nurture and build strong relationships with them. The more customers feel the company “knows them,” the more likely they are to shop with that company. “Knowing” a customer means knowing what products or categories they prefer, how often they purchase, their birthday, past experiences, and so much more.

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What do you need to scan a QR code?

AirVote

2020 became the year of QR codes – both businesses and consumers adopted QR codes to make payments, show product details, enable rewards or discounts, and share information. QR codes pop up everywhere: posters in stores, online menu at restaurants, etc. Some companies like we at AirVote, make it the core of its whole service of helping businesses to collect customer feedback by QR code scans.

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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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Energy Savings in Action

Uplight

For Energy Efficiency Day 2020, Uplight took a look at the top energy savings actions from our residential and business customers. The post Energy Savings in Action appeared first on Uplight.

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Customer Service and Experience Summit USA 2020 – Free Pass

CSM Magazine

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.

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How to Create a TikTok Marketing Strategy that Cuts Through the Noise

Think Customers

In spite of recent political turmoil , the video app TikTok is experiencing a meteoric rise in the U.S. TikTok has about 100 million monthly active U.S. users, up 800% from January 2018 (it has 850 million monthly active users worldwide). Marketers are eager to engage TikTok’s rapidly growing audience but like any platform, there’s an art and a science to creating content that will resonate on the video app.

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Leading with Service During the COVID-19 Pandemic

CSM Magazine

The Coronavirus brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened. Government restrictions and actions shift daily.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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The B2B SaaS Customer Journey: Surveys for every stage

SurveySensum

Do you want to proactively prevent customer churn? Do you want to understand what your customer is looking for? And just magically deliver it! There’s only one way to do it. . You need to get into their heads! . But how? Follow an “outside-in” perspective. Ask them effective revealing questions. . And their answers will give you everything you are looking for!

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50 Persistence Quotes That Inspire and Motivate

CSM Magazine

It has been said, “When the world says, “Give up,” Hope whispers, “Try it one more time.” Brought to you by Rick Conlow, here are fifty Persistence quotations for difficult times. “It’s not that I’m so smart, it’s just that I stay with problems longer.” Albert Einstein. “Opportunities are usually disguised as hard work, so most people don’t recognize them”.

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Markies Monday: 3 Secrets for Success with Account-Based Marketing

Oracle

We’re proud to present our next article for Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Every company wants to more effectively target their potential customers, concentrating on prospects who present the greatest revenue opportunity, even when the sales cycles may be l

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How Customers Can Get Compensated for Mesothelioma

CSM Magazine

Over the years, a number employees and customers have been affected by exposure to asbestos, whether it be from working with the substance or using products made from it. Some of these people have gone on to develop a disease called mesothelioma. Mesothelioma is an aggressive and incurable form of cancer. It occurs in the mesothelium, which is a layer of tissue that covers most of the internal organs.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Know your customer

Helen Dewdney

This week is Customer Service Week run by the Institute of Customer Service. Today’s theme is Insight: Knowing your customer and how to deliver to them. Like any relationship, people buy from people. Get to know, like and trust your customers, as people. If you get to know your customers then you will grow to like them and trust them in the same way that they will with you.

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Customer Service Week: A Time to Celebrate Customers and Employees!

CSM Magazine

It’s that time of the year again, the leaves are changing from green to gold to red, there’s a chill in the air and it’s time to celebrate… it’s Customer Service Week! Traditionally Customer Service Week, held the first full week of October each year, has been the time to highlight and celebrate the great work employees do to take care of their customers.

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The role of creativity in CX - could it be key to post-COVID customer engagement?

MyCustomer

Engagement The key role of creativity in customer engagement.