Fri.Sep 13, 2019

Putting the “Care” in Career: The Case for People-Centric Talent Management (Part One)

North Highland

There is a direct correlation between a company’s financial performance and the level of employee engagement and career fulfilment.

Stereotypes: The Hard-Wired Way Our Brains Make Decisions

Beyond Philosophy

I’ve got a hypothetical question for you. On a scale of one to ten, how likely is it I am a male model? . Now before you destroy my self-esteem with your answer, I have a follow-up question. How did you come to that determination? .

Customer survey templates get you the growth you want

delighted

Who doesn’t want to grow? Growth marketing is a set of activities intended to acquire more customers, increase revenue, and speak to a previously unreachable audience. Many growth marketers focus on tools and strategies designed to bring customers through doors and onto websites. Only a few, however, realize that an integral part of sustaining growth is avoiding the churn of existing customers. In fact, it costs 6 times more to attract a new customer than it does to keep an old one.

Avoiding the Mounting Contact Center Compliance Squeeze

NICE inContact

Recent analyst research has proven that the job of staying compliant is only getting more difficult for contact centers.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

One Great Challenge for Retail Auto in the Next Decade is…Behavior!

MaritzCX

Implementing Cultural Change by Focusing on Impacts to Employee Behavior Retail auto, with few exceptions, is addicted to “transactional” behavior, from front end (showroom) to back (service)…and that behavior will negatively impact virtually every innovative future endeavor. Problem is, most dealer leaders don’t believe it or think they are already delivering a good experience with. View Article. Automotive

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How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at How the Mighty Fall: And Why Some Companies Never Give In by Jim Collins.

3 Lessons I Learned About Product-Led Growth [Interview]

Gainsight

What is product-led growth, exactly? Travis Kaufman, VP of Product Growth at Gainsight, defines the buzzword and shares growth-boosting best practices. This Q&A is an excerpt from our webinar, Ask an Expert Q&A: How to Build Products That Drive Growth.

How to Use Social Media Audience Analysis for Marketing Success

NetBase

Marketing success can feel elusive some days. And reaching target consumers can seem impossible in a sea of competitors with wider reach and extensive resources.

­What You Need to Know About B2B Customer Success to Beat Your Competition

Team Support

Great companies have always cared about their customers. When a customer pays for a service or offering, it’s up to the company to make sure what they paid for meets their needs. In the past, this may have meant a follow-up call or two, and then the company moved on.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Company Culture: Why Your Outsourced Call Center Should Focus on Client Branding

Advantage Communications

One of the most important aspects of any successful organization is to have a clearly defined company culture. The culture of your organization will influence the communication within your teams, the productivity of staff members, how engaged employees are with their work and much more.

Is Any Attention Good Attention?

Beyond Philosophy

Is Any Attention Good Attention? I like Oscar Wilde. His best quote is, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Whirlpool gets proactive about recalls – At last!

Helen Dewdney

Whirlpool recalls faulty tumble dryers. Whirlpool status 3 months on from being forced to undertake full recall. Today, 13/09/19 Whirlpool announced that it had successfully identified 65,000 tumble dryers and recalled them.

5 Ways AI and Machine Learning Are Automating Customer Service in 2019

CSM Magazine

WhatsApp, Facebook Messenger, and other social chat applications have opened a brand-new avenue to get in touch with customers. And customers love to use them because they don’t have to change apps; they get customer service right in the apps they use the most.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

All Things About SaaS Customer Service

ProProfs Chat

The importance of SaaS Customer Service is visible in these two data-proven statistics: AmericanExpress reports that 70% of consumers will go with the company that offers excellent customer support.

Helpware Receives Clutch Leader Award for Top IT & Business Services Provider in The Philippines

Helpware

Helpware was again recognized by Clutch , a leading B2B market research firm, for excellence in providing business services. According to the Clutch 2019 report , we are ranked among the top IT and business services providers in The Philippines , a designation that we do not take lightly

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Service Recovery Excellence: Turn Customer Experience Lemons into Lemonade

Daniel Group

From time to time, even the best companies fail to deliver a great customer experience. Business is a human pursuit and mistakes are inevitable. So, when bad experiences happen businesses shouldn’t be surprised; they should be ready to make things right. The return on recovery is compelling.

Churn Monster: Unlucky Customer

ChurnZero

Churn Monster #13: Unlucky Customer. . Today is Friday the 13 th and we all know that means – bad luck, right? Well ironically you are in luck, because in honor of this cursed day, we are releasing a new monster in our churn monster series.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Rome Was Not Built In A Day, And Neither Are Digital Businesses

Forrester's Customer Insights

As I’m returning from the Eternal City, where I’ve had the chance to walk around Rome’s Baroque architecture gems and explore its awe-inspiring art collections, I cannot stop myself from reflecting on how much talent, courage, and leadership it took to transform and build such an incredible city.

Birkenstock and Away Won’t Sell on Amazon, Want to Protect Brand Integrity

LiveChat

Amazon is the biggest e-commerce platform in the world. If you’re a brand selling products online, you need to be there. Or do you? Luggage upstart Away and shoemaker Birkenstock have decided not to sell on Amazon in the name of protecting brand integrity.

Build An Adaptive Workforce For Customer Obsession

Forrester's Customer Insights

Henry Ford’s old dictum — “Any customer can have a car painted any color that he wants so long as it is black” — doesn’t apply in the age of the customer. Meeting customer desires and needs is paramount for success, but it’s getting harder to do so.

Choosing the Best CCM Software For Your Company: 9 Things to Look For

Ecrion

In today’s Digital Era, it can be hard to prioritize genuine human connectivity. This is true, in particular, when you’re running a business. As a responsible business owner, you prioritize streamlining operations as much as possible.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home?

Ease of Doing Business: Are you Ignoring Customers?

CCO Council

For the past year, Jeb Dasteel, former chief customer officer of Oracle, and I have been interviewing and surveying top executives, asking them how much they have reduced effort, or improved Ease of Doing Business for their customers.

Putting the “Care” in Career: Key Elements of People-Centric Talent Management (Part Two)

North Highland

There is a direct correlation between a company’s financial performance and the level of employee engagement and career fulfilment.

Top Takeaways from Khoros Engage 2019 (Part 2)

Lithium

Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home?

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.