Doing CX Right
FEBRUARY 1, 2021
Ringcentral talks to Stacy Sherman about how companies can create lasting customer loyalty through an engaged workforce. Read interview. The post Empowering Employees Leads To Better CX appeared first on Doing CX Right.
Steve DiGioia
FEBRUARY 1, 2021
If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments made by a customer who believes they’ve been wronged and still treat them with respect and kindness, If you can hold your tongue and allow an ups
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NICE inContact
FEBRUARY 1, 2021
When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.
ShepHyken
FEBRUARY 1, 2021
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. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg.
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.
Wired and Dangerous
FEBRUARY 1, 2021
In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away! We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. .
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Zeisler Consulting
FEBRUARY 1, 2021
I have covered my experience using Twitter to solve a support problem in a previous article. For many CX (and definitely Customer support ) professionals, the channel is ‘the thing’. We often talk about switching channels, being multi-channel, being omni -channel. It sometimes seems like an obsession. A colleague recently posted in one of the online discussion forums to which I belong in all caps (which I’ll spare you here) that “nobody” likes being moved from one channel to another.
TechSee
FEBRUARY 1, 2021
TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.
SaleMove
FEBRUARY 1, 2021
It’s a simple question. Innocuous, really. Asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. How could that possibly be harmful? It’s the question that initiates virtually every live customer interaction, and it has for years.
Feedbackly
FEBRUARY 1, 2021
From time to time our customers and people ask me what is the thing that makes you different and better for your customers than. Source.
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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.
CSM Practice
FEBRUARY 1, 2021
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.
Totango
FEBRUARY 1, 2021
Hi, It definitely feels like winter. It seems it is raining and cold almost everywhere. This is exactly the right time to move to our next destination. Auckland, New Zealand. This release will take us to Auckland for the next couple of months hopefully providing you with a lot of new value. Custom notification actions in SuccessPlays. Use SuccessPlays to trigger alerts, notifications, and celebrate milestones.
Uplight
FEBRUARY 1, 2021
Eighteen months ago, Uplight brought together six companies with a new name, new structure, and new values. We had the opportunity of a lifetime to create our own company culture, and after trying out our initial values, decided it was time for a values revamp. Sally Lambert reflected: As a company, we have grown and Read More. The post Revamping Our Values, the Uplight Way appeared first on Uplight.
AirVote
FEBRUARY 1, 2021
A recent research by Marketing Technology Insights delves into why customers are motivated to submit reviews. It has a lot of numbers as the research slices the customer responses in many directions. For me, a big takeaway was how large the “benevolent factor” shows up in driving consumer advocacy, that is providing feedback, not because of promotions, discounts, free samples, etc., but just to make an impact by helping others.
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Grupo Noa
FEBRUARY 1, 2021
Live video interpretation somehow always depends on the technology and technology trends in each year that comes. As a call center offering the services of live video interpretation, audio and video interpretation in general, Grupo Noa International is constantly adapting the evolving trends in this sphere of interpretation. . As a call center we are offering: Video and Audio Interpretation.
SaleMove
FEBRUARY 1, 2021
It’s a simple question. Innocuous, really. Asked in all sincerity, and with all the best intentions. But for an increasing percentage of customers, it’s a question that can set a service interaction off on a negative high-effort note from the first word: “How may I help you?”. How could that possibly be harmful? It’s the question that initiates virtually every live customer interaction, and it has for years.
Optimove
FEBRUARY 1, 2021
Personalization tags give that extra personal touch to your emails. It could be something like adding a user’s name, user I.D. or player I.D. – or even their favorite product or game in the email you send them. But personalization tags are just the tip of the iceberg. There’s so much more you can do with your emails to make the end-user feel like you know them.
SurveySparrow
FEBRUARY 1, 2021
In a coffee shop, everyone were listening to a man who was shouting over his phone. “Oh come on! You’re the team lead. and you tell me you can’t mentor the guys? I took you for a born leader, damn it” Couple of tables away, an elderly woman, in her sweet sixties who listened to this convo, told her grandson “Son, that man is wrong.
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Grupo Noa
FEBRUARY 1, 2021
Live video interpretation somehow always depends on the technology and technology trends in each year that comes. As a call center offering the services of live video interpretation, audio and video interpretation in general, Grupo Noa International is constantly adapting the evolving trends in this sphere of interpretation. . As a call center we are offering: Video and Audio Interpretation.
Think Customers
FEBRUARY 1, 2021
Nurses and other healthcare providers are at the frontline of the COVID-19 vaccination efforts. Ann Marie Muñana, a nursing and healthcare leader at Chamberlain University who also serves on the Chicago Department of Public Health’s Scientific COVID-19 Vaccine Work Group, shared insights from frontline efforts to distribute the COVID-19 vaccines. She also reflected on what it will take to increase vaccine trust and accelerate the vaccination rate.
Optimove
FEBRUARY 1, 2021
Personalization tags give that extra personal touch to your emails. It could be something like adding a user’s name, user I.D. or player I.D. – or even their favorite product or game in the email you send them. But personalization tags are just the tip of the iceberg. There’s so much more you can do with your emails to make the end-user feel like you know them.
CSM Magazine
FEBRUARY 1, 2021
Some countries refer to tertiary education as higher education. Higher or tertiary education is any course offered in post-secondary institutions of learning. After finishing your chosen field, the student will acquire a named degree, diploma, or certificate in higher studies. Teacher-training schools, Institute of Technology, Junior colleges, and professional schools that offer education in Theology, Business, Law, Medicine, Music, and Arts are considered as a higher educational institution.
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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?
Forrester's Customer Insights
FEBRUARY 1, 2021
It’s a story straight out of the Sherwood Forest, with a stopover in Holland. A determined group of small investors have used the power of social media to punish “the smart money” by pushing the price of GameStop, a widely shorted stock, from $19 to $325 (as of this writing). As the saga continues to […].
CSM Practice
FEBRUARY 1, 2021
The kickoff meeting is usually the first live interaction Customer Success has with a new customer. Consequently, it’s important to make a good first impression since there is no second chance. The key to making a good first impression is preparation. This includes gathering information on the customer, such as their business, why they purchased your product or service, and what business problems they need to address with your solution.
PK
FEBRUARY 1, 2021
The world has become a very different place. As consumers, we’re shaping our digital ecosystems to meet the needs of the moment. We no longer need to wait for new […]. The post Three essential elements of API productization appeared first on PK.
Forrester's Customer Insights
FEBRUARY 1, 2021
Each month, the infrastructure and operations team writes incredible research. As a research director, I get to not only see the final outcome but all of the work and client insights that went into its creation. For those who know me, I am quick to call these out via inquiry calls — but I’d love […].
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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.
Russel Lolacher
FEBRUARY 1, 2021
A great presentation is an amazing tool in engaging your employees. But, I can’t tell you often I’ve sat through a presentation that was just a report out in disguise. When asked to do a presentation, make sure that’s what you are actually delivering. Most presentations are far more about reading back information from a slide deck and not the engagement tool you’re promising.
SurveySensum
FEBRUARY 1, 2021
In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey? So, let’s jump right into it! Click here to listen to this insightful conversation on Spotify!
Bob Hayes
FEBRUARY 1, 2021
A worldwide survey of data professionals showed that adoption of machine learning methods in their company is 45%. Twenty-one percent of survey respondents said their employer is exploring ML methods. ML adoption rates varied by country with Israel (63%), Netherlands (57%) and the United States (56%) showing the highest and Egypt (31%), Morocco (24%) and Nigeria (23%) showing the lowest adoption rate.
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