Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

GetFeedback

JANUARY 26, 2021

Become an NPS expert with our comprehensive 4-week email course.

Net Promoter Score 432

Net Promoter Score NPS Course Tools 432

NICE inContact

JANUARY 26, 2021

Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable.

Call Center 156

Call Center Contact Center Customers Management 156

GetFeedback

JANUARY 26, 2021

How Carrefour relies on Voice of the Customer to continuously improve CX and strengthen its customer-centricity.

Customer Centricity 195

Customer Centricity Customer Experience Customers 195

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Alida

JANUARY 26, 2021

ALIDA KICKS OFF 2021 BY STRENGTHENING OUR CXM & INSIGHTS PLATFORM. We are only a month into the new year, but we are firing on all cylinders. After a much-needed and well-deserved break for the holidays, the Alida team came back and hit the ground running to deliver our first product release of 2021.

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TechSee

JANUARY 26, 2021

The times they are a-changin’ World-wide changes have upended the best-laid plans and expert forecasts. Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. Service leaders are facing the implications of the pandemic in a triple whammy of a changing employee work environment, evolving customer expectations, and the economic/operational impact of the coronavirus pandem

Trends 124

Trends Customer Service Contact Center Financial 124

ShepHyken

JANUARY 26, 2021

The Reality of Offensive Customer Behavior. How to Protect Employees While Preserving the Customer Experience. Shep Hyken interviews Eric Williamson, Chief Marketing Officer of CallMiner. They discuss offensive customer behavior and how companies can help support their agents. Top Takeaways: Certain insights from AI and data can be brought down to the call center to help agents improve the customer experience in real time.

Call Center 120

Call Center Contact Center Loyalty Interaction 120

SurveySparrow

JANUARY 26, 2021

The first day at a new job happens to be one of the most memorable yet stressful ones in an employee’s career. They have gone through the job-hunting process, perfecting their resumes, attending a multitude of interviews and finally, they have landed a job at your company! It is quite natural that they would be feeling a little anxious on the day of joining and the new hires would be having a thousand questions running through their minds as they first walk into their new office.

Culture 98

Culture e-support Employee Engagement Gamification 98

Vanilla Forums

JANUARY 26, 2021

There are many different types of customer support solutions that can help transform your digital customer journey. Studies show that when it comes to support solutions, your customers demand a variety of options to receive their support -- one solution just isn't going to cut it. So what solutions are out there, and which ones are the best for your business model?

Customer Journeys 98

Customer Journeys Study Customers Customer Service 98

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

Customer Experience

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Customer Retention 89

Customer Retention e-support Analysis Customers 89

Upstream Works

JANUARY 26, 2021

2020 brought a lot of changes to organizations and contact centers all over the world. It has forced businesses to rethink their processes, strategies, and goals. Meanwhile, customer expectations have also changed, forcing contact centers to adapt innovative technologies and prioritize digital transformation. As we look to the future, contact centers need new plans and strategies for continuing to accommodate the changes brought on by the global pandemic while looking ahead to its long-term impa

Self Service 78

Self Service Contact Center Omni-Channel Innovation 78

One Millimeter Mindset

JANUARY 26, 2021

What role do you take during meetings? Will you be the first person to collaborate? Or do you tend to dominate team meetings? More importantly, how do your instincts and actions enhance or impede not only the rest of your team’s mindset? But also their subsequent actions as well as project outcomes. Does your team think it is time for an intervention, together?

Meeting 84

Meeting Leadership Innovation Consulting 84

MyCustomer

JANUARY 26, 2021

Engagement How to prove CX ROI without mentioning money.

ROI 129

ROI How To Engagement Customers 129

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Provide Support

JANUARY 26, 2021

The post First five steps to start selling online appeared first on Provide Support Blog.

Ecommerce 95

Ecommerce Tips 95

Strikedeck

JANUARY 26, 2021

Vincent Manlapaz, in an interview with Jey Govindan talks about why Customer Success should be an integral part of any company’s strategy. Without CS being part of a company's growth and expansion mindset, (mutual) success is unlikely to be achieved. The post How Does the CS Organization Measure Its Predictability in Success? first appeared on Strikedeck | Customer Success Platform.

Measurement 70

Measurement Customer Success Strategy Company 70

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.

B2B 64

B2B e-support Knowledge Base Resources 64

Forrester's Customer Insights

JANUARY 26, 2021

In my recent Forrester webinar I outlined how AI drives the evolution of technology and data governance, and how an increase in customer demand and regulatory activity will necessitate companies to take a closer look at their approach (Forrester clients can access the replay here). In this blog post I’d like to recap the two […].

Government 71

Government Technology Data Company 71

Speaker: David Nisbet, 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.

Sales

ThriveableBiz

JANUARY 26, 2021

Do you work within a team? It can be either frustrating, trying to balance different personalities OR a fun creative adventure. In this great interview with Janice Francisco from BridgePoint Effect , she shares her insights on how to bring different personalities together. To improve your meetings for better results. If you want to make them more productive, creative and stimulating, then the full interview is a must-listen.

Innovation 52

Innovation Sports System Management 52

delighted

JANUARY 26, 2021

The Delighted iOS app keeps you updated on customer sentiment, no matter where you are. We’re excited to announce that now, in addition to getting a livestream of feedback to your iPhone or iPad, you’ll also receive push notifications each time new responses come in. Download the Delighted App today. Specify whether you want notifications by rating, Trends, or both.

Feedback 52

Feedback Trends Customer Experience Customers 52

ThriveableBiz

JANUARY 26, 2021

Amanda Meyer from Rewards Drama shares her tips anyone can use when communicating your idea. Remember an idea isn’t innovation unless you get buy-in. And that takes presentation skills. Amanda’s put together a Special Offer for listeners. Which is half price at USD $25 per month which is locked in for life and the crazy bonus of unlimited email access to Amanda for questions and personalised guidance.

Communication 52

Communication Training Meeting Engagement 52

Magellan Solutions

JANUARY 26, 2021

Impromptu Closure of Physical Stores. Covid 19 has taken a toll on all businesses as the globe spiraled into lockdown. Because of this, bankruptcies and closures caused a lot of retail declines. . In the first half of 2020, BDO USA reported that at least over 20 big retailers have filed for bankruptcy protection until August. Also reported is that bankrupt retailers have closed almost 6,000 stores just before 2021.

Ecommerce 52

Ecommerce e-support Apparel Retail 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

ThriveableBiz

JANUARY 26, 2021

When do you need disruption? Or is change enough? How do we know what’s right and what’s the best way to find out what the customer wants. In this candid discussion with Eriks & Judy Celmins with Shayne Brian. You’ll find it thought-provoking. Listen to the full episode below … Share 0. Tweet 0. Share 0. Pin 0. [00:02:09] Introducing Judy & Eriks.

Innovation 52

Innovation Social Media Survey Culture 52

Brandwatch CX

JANUARY 26, 2021

Management 126

Management Marketing 126

Forrester's Customer Insights

JANUARY 26, 2021

Although women make up more than half of the global workforce, they represent fewer than one-third of all B2B sales and one-quarter of all B2B tech sales roles. And when it comes to the coveted top sales jobs, women hold only 12% of those positions. While gender diversity in B2B sales is severely lacking, company […].

B2B 60

B2B Sales Company Employee Experience 60

Grade.us

JANUARY 26, 2021

Reading Time: 6 minutes. Should you buy Google reviews? Unfortunately, the trend is on the rise. Almost 82% of consumers have read a fake online review in the last year. According to research , 92% of consumers in the 18 to 34-year-old bracket have seen a fake online review in the last year. If you can’t beat them, maybe you should join them? This is a terrible idea.

Guidelines 52

Guidelines Policies Feedback Management 52

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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.

Customers

Forrester's Customer Insights

JANUARY 26, 2021

The Biden-Harris administration has its sights set on a new future for the US healthcare system, and — yep, you guessed it — the Affordable Care Act (ACA) will be front and center. The new administration is coming into a legislature that will quickly move to protect it and expand it as it hopes to […].

Healthcare 56

Healthcare Industry System Trends 56

Keatext

JANUARY 26, 2021

The post Talk isn’t cheap, it’s a goldmine: Where conversational data meets AI analysis appeared first on Keatext.

Analysis 52

Analysis Meeting Data Customer Experience 52

MyCustomer

JANUARY 26, 2021

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 26th Jan 2021. By Neil Davey Managing editor.

Groups 40

Groups Management Customer Experience Customers 40