Aveus
MAY 18, 2021
A game-changing revision to CMS rules for Star ratings puts Medicare Advantage plans under extra pressure to deliver an excellent customer experience. At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. By Medecision. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception.
Alida
MAY 18, 2021
Healthcare consumerization is shaking up an industry many thought couldn’t be touched by changing consumer behaviors. We’re uncovering what consumerization looks like in the context of healthcare and offering four actionable takeaways that can keep care providers ahead of the healthcare consumerization curve.
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The DiJulius Group
MAY 18, 2021
The greatest customer service skill is empathy. The following is a (2 minute) video of a day in the life of a client of The DiJulius Group. I bet you can relate to many of the circumstances our clients are going through personally and professionally. Excellent customer service companies train two distinct customer service skills. Read Full Article. The post The #1 way to Teach your Employees to have incredible Customer Empathy appeared first on The DiJulius Group.
Zeisler Consulting
MAY 18, 2021
As a CX consultant and Fractional Chief Customer Officer, at times I’ve had clients and worked with companies in highly-regulated industries; from healthcare to insurance as well as others. In the online webinar panels I moderate, I also come across senior leaders at companies in these sorts of fields all the time. I love working and speaking with them, if for no other reason than that, within these lines of business, there’s so much potential to differentiate among competitors from a CX persp
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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.
Help Scout
MAY 18, 2021
Sometimes customers want to talk to a live person. Maybe they’re not finding what they need in your help documentation, or they want to talk through an issue in real time, and email simply won’t cut it. Offering live support can really take your customer experience to the next level. Though phone support may be what many think of for live support, there’s another option: live chat.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
Advantage Communications
MAY 18, 2021
The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency.
Doing CX Right
MAY 18, 2021
While Holocaust Remembrance Day passed, unbelievable stories live on through interviews of survivors. Please read lessons learned & never forget. The post What We Can Learn From A Holocaust Survivor appeared first on Doing CX Right.
Oracle
MAY 18, 2021
Consumers were beginning to appreciate the convenience of BOPIS (buy online, pick up in-store) and curbside pickup pre-pandemic, but the need for social distancing accelerated the rate at which they began to utilize the service. According to a 2020 National Retail Federation survey, “More than three-quarters of consumers said they were interested in BOPIS; over 90% of those who have tried it said curbside was convenient.” Now that it’s apparent BOPIS and curbside pickup isnR
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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.
NobelBiz
MAY 18, 2021
Fred Stacey's culminating experience in the Call Center space is helping organizations grow and improve every day. This insightful talk is about the tech shift during the pandemic and its impact on the Contact Centers. The post The Contact Center Tech Shift During the Pandemic, with Fred Stacey appeared first on NobelBiz®.
ClientSuccess
MAY 18, 2021
For CSMs, hearing from customers daily about the platform, features, and value-based services can quickly become par for the course. But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. .
Happy or Not
MAY 18, 2021
At the start of 2020 when the world went into full pandemic mode, the future of retail was uncertain. With it, came rapid innovation that saw businesses around […]. The post How retail is evolving and why customer feedback data is essential appeared first on HappyOrNot.
Myra Golden
MAY 18, 2021
I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My first thought was my daughter, Lauren. Lauren worked in the mall here in Tulsa when she was home from college during the early days of the Pandemic. Often, Lauren was the greeter for her store. Like Jason from Costco.
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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,
Vanilla Forums
MAY 18, 2021
You might hear the word triage and think of meeting an ER nurse who evaluates you and assesses the best course of action for your health. Now, I’m reassigning the word to correspond with community. Community triage is “placing community at the beginning of any customer journey for the most effective ‘treatment’ by your organization”.
Conversocial
MAY 18, 2021
The remit of private messaging channels has moved beyond keeping in touch with friends or resharing excellent memes - there’s a real benefit for brands to use them for customer engagement. They can be slotted into every stage of the customer journey to improve CX and build better brand/consumer relationships, ensuring better CLV. Customer acquisition is far more cost-effective and produces higher conversion rates using CTM adverts for Facebook, Instagram or WhatsApp.
delighted
MAY 18, 2021
We sat down with Ellie Peterson, from the Delighted Customer Concierge team, to learn how Delighted’s CX experts utilize the platform for enhancing their own product and feedback program. Tell us about your role at Delighted. My name is Ellie Peterson and I’m a member of our Customer Concierge team. Our team offers white-glove service to all Delighted customers.
Maru Group
MAY 18, 2021
By Vik Sood, Senior Vice President, & Patrick Tillman, Senior Research Manager, Consumer Goods and Services | May 18, 2021. For our last topic in the 3-part series on HENRYs (High Earners who are Not Rich Yet), we dive into health and wellness. Using our proprietary software , Maru ran a three-day discussion with this niche group in the US. Maru’s Instant Qualitative platform allowed us to efficiently moderate a discussion and engage with HENRYs on areas related to financial sentiment, trave
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.
Centercode
MAY 18, 2021
Centercode was founded in 2001 as a way to connect technology innovators with their real customers through user testing. In 20 years, technology has changed significantly. But our mission — to remove friction in today's technology by helping companies perfect their products — has stayed the same.
SurveySparrow
MAY 18, 2021
The onset of COVID-19 changed our lives in various aspects – work culture, entertainment, and relationships. While these variations are here to stay, it becomes crucial for business owners to gauge the market minutely more than ever. And to analyze the market, the two most powerful tools are – Primary Research and Secondary Research. Secondary Research is when researchers use information and facts published from previous primary research.
Magellan Solutions
MAY 18, 2021
How Outsourcing Enhances These 4 B2B Telemarketing KPIs. B2B Telemarketing has been an effective marketing strategy for every company in the past couple of decades. They take advantage of the fact that all of their potential customers use cellphones on a daily basis. In fact, 95% of Americans own at least one mobile device. This feature is also a great tool to reach out and introduce your product.
ProProfs Chat
MAY 18, 2021
“How many questions should I include in my survey?”. “With limited survey questions, will I be able to collect enough information from my target audience?”. “Or, will a large number of questions tire my customers and make them drop out of my survey?”. You might have faced the above dilemmas while creating a survey. As a survey creator, you want to collect as much information as possible from your target audience.
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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.
Lithium
MAY 18, 2021
Here’s some good news to start your week: the Khoros Kudos Awards deadline has been extended to Friday, June 4! This gives you an extra week to pull together your story and share your successes in the 12 award categories. Best-in-Class Care. Best-in-Class Community. Best-in-Class CX Insights. Best-in-Class Marketing. The Accelerator. All-Ways Connected.
Influitive
MAY 18, 2021
For years, Wiley has set the gold standard for customer experience, and they have the award hardware to boot! Most recently, the Wiley team took home the award for Biggest Impact on Customer Experience at the 2020 BAMMIES. On April 29, we chatted with Nicole Dingley, VP of Marketing, and Jessica Mitchell, Customer Advocacy Program […]. The post Advocacy and Wiley: Proving ROI, Driving Reviews, and Fostering Loyalty appeared first on Influitive.
Peter Lavers
MAY 18, 2021
Our founding director Peter Lavers will be participating in the next Truth Customer Loyalty webinar on 2 June, 2pm BST. You are invited to join Truth’s CEO Amanda Cromhout as she debates with Peter, who is a renowned Customer Management and Customer Experience consultant and influencer. We will discuss an array of subjects such as the ever-increasing role of data science, ‘segment of one’ theory, customer value management (CVM, including cross/up-selling), recognition of tenure and ending
Forrester's Customer Insights
MAY 18, 2021
Progressive web apps (PWAs) have been around since the standard was created by Google in 2015. It’s arguable that Steve Jobs announced them back in 2007—although his enthusiasm may have been curbed later by the fees the Apple App Store could claim for iOS platform apps. Apple’s notable reluctance to embrace PWA technology has kept […].
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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?
MyCustomer
MAY 18, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 18th May 2021. By Neil Davey Managing editor.
Forrester's Customer Insights
MAY 18, 2021
Discover key questions that need to be answered for a successful return to office plan and how to calculate your organization's return to office readiness.
Strikedeck
MAY 18, 2021
Vincent Manlapaz, in an interview with Kim Oslob, discusses why businesses need to continue to deliver their overall brand promises. The post Making an Impact During these Unprecedented Times – In an Interview with Kim Oslob, Senior Director of Customer Engagement at MeasuringU first appeared on Strikedeck | Customer Success Platform.
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