Thu.Feb 04, 2021

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How to prove the ROI of digital customer feedback

GetFeedback

Three ways to prove the return on investment of your ecommerce feedback program.

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How Dunkin Donuts Made the Super Bowl Better – Tip #27

Steve DiGioia

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme? Regardless of the answer, this question brought me back to one of the earliest posts that I wrote on my blog and I wanted to share it with you. Here goes…. After running chores early one Super Bowl Sunday, I reminded my wife that we needed to be home in time to watch the big game.

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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task. They had to address the urgent needs of their customers, all while providing a safe work environment for their employees and agents. As we reflect on the past year, we are proud of our efforts to assist customers new and old.

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Riding the wave: Advice from finance to maximize the impact of your CX program

GetFeedback

Recommendations for getting finance alignment and support to meet your CX goals in 2021.

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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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The Human-Centered Philosophy That Transcends

dscout People Nerds

30+ years of making experiences more intuitive, natural, and delightful—Ed Halpern of AbbVie on carrying a human-centered ethos across contexts and questions.

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More Trending

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Metrics: Output vs. Outcomes

Zeisler Consulting

Y’all know I’m a big fan of metrics. Long before I was in CX, I was in Process Engineering (Lean Six Sigma and Operations Research), and long before that I was an analyst. My BS is in Mathematics, and I teach Statistics at the Air Force Academy. So yea, I dig numbers. I write about them a lot. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before.

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The metrics and technology you need to cut costs and improve customer experience

Talkdesk

Boost CX and operational efficiency with the right set of metrics and smart additions to your contact center tech stack. By now, many contact center agents have settled into their new remote work routines, and research shows that they may be in it for the long haul. According to Gartner, 82% of companies will allow employees to work remotely at least some of the time, while nearly 50% of companies plan to make remote work permanent.

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Leverage The Anatomy of No to Move Projects Forward

One Millimeter Mindset

Do you understand how to leverage the anatomy of No to move projects forward? Are you making things happen, together, or not? Typically you and I encounter that word as a stall tactic. For starters, when decisions need to be made, naysayers seem to crawl out of the virtual workplace woodwork. They voice their opinions at the most critical times to project momentum, don’t they?

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5 Experts Offer Strategies for Ethical Participant Management

dscout People Nerds

We asked experts for their best advice for moving from “transactional” to “cooperative” participant engagement. .

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Community Benchmarks - What You REALLY Should Be Looking At

Vanilla Forums

It’s only normal to want to compare how we are doing to others. Frequently, I will hear from people new (and sometimes not new) to the community space and they want to know how they are faring to communities in the same space. On the surface it seems like a simple business question. We do community and others do community - how are we doing comparatively?

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6 Tips for Crushing SaaS Net Dollar Retention Rates in 2021

Gainsight

In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though, there is a big gap between the highest and lowest-valued companies. So what does it take to get to the top? Net Dollar Retention Rules. Growth rate, gross margin, and other traditional metrics matter greatly.

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Delight your customers with Talkdesk and Salesforce

Talkdesk

Talkdesk and Salesforce know that every interaction matters in acquiring and supporting your customers. Customers are contacting companies more and expecting a higher level of service. According to a survey by Accenture, 93% of customers agree that they expect every interaction with a company to be excellent. This means every touchpoint must be personal, timely and helpful.

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Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help

iPerceptions

Customer service automation helps companies with providing exceptional customer service and building customer loyalty. The post Building Customer Loyalty: 3 Unexpected Ways Email Automation Can Help appeared first on Astute.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How should businesses balance their digital investments post-pandemic?

Interactions

We talk a lot about business continuity planning (BCP) and crisis management on our blog. How can contact centers handle volume spikes? How can technology prevent disruptions in business? How can businesses continue to thrive through unpredictable events? But what about the opposite? How, after a year (or more) of the pandemic, will businesses transition back to incorporating more in-person volume?

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Customer sentiment analysis: Get actionable insights in seconds

BirdEye

If you’ve ever stared down an Excel sheet filled with thousands of rows of customer feedback and felt overwhelmed, you’re not alone. It’s a daunting task to identify sentiment themes and turn that data into actionable insights that your team can strategically leverage. Yet, as challenging as it is, there’s no avoiding the important role that customer feedback from reviews and survey responses play in business growth.

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Remember in-Person Customer Service? It’s Coming Back in 2021

CSM Magazine

The global pandemic led to billions of people around the world spending the year 2020 behind closed doors. For most of the year, many of us didn’t have any face-to-face interaction with anyone living outside our home, except for delivery people and cashiers at the grocery store. Even those interactions weren’t truly face-to-face as our visages were hidden behind masks.

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11 ways to show customers love and gratitude

Customer Experience Insight

There’s no time like now to show customers love and gratitude. Here are 11 ways to make it special. Any time of the year – and especially after a year like the last one – is relevant to thank customers and send some gratis their way. But while our hearts and minds are on love – it is American Heart Month and nearly Valentine’s Day – it’s even more spot-on.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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The Top 3 People Skills Challenges

Amplifai Coaching Category

According to DDI, the #1 reason Frontline Leaders fail is because of interpersonal skills associated to coaching. And, 80% of Agents who leave, do so because of their direct Supervisor.

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What your employees need to keep your customers happy

MyCustomer

Download this Whitepaper. Lead goal. 200. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. This whitepaper explores how emphasising employee engagement is key to becoming a customer-centric organisation.

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Micro-Learning with Macro Results

Amplifai Coaching Category

Micro-learning, while not a new concept, is extremely effective. And we're taking it to a new level with the integration and intelligent distribution of micro- and nano-learnings throughout global contact center operations.

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The Building Blocks of (a smart) CRM Marketing Strategy

Optimove

Do you know what the right ratio is between automated and non-automated campaigns for a healthy CRM Marketing strategy? While there is no one right answer, some marketers think achieving 100% automation is a legitimate goal. But we know you certainly don’t want your entire marketing strategy to be automatic. From our experience, approximately 85% should only be automated, and the remaining should mix behavior-based campaigns, ad-hoc events, experiences, and more.

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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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The Future of Contact Center Coaching: Our Top 5 Coaching Capabilities

Amplifai Coaching Category

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!?

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Telemarketing Services Philippines: A Brief Look

Magellan Solutions

In this article, we will look into the world of telemarketing services here in the Philippines. Telemarketing has a bad reputation to many consumers. It is somehow understandable as some telemarketers are unscrupulous. But when used properly, telemarketing can be your business’s greatest weapon. The telemarketer’s ability to sell will depend on how he will be able to make connections.

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2020: the credit Christmas

Perceptive

This research was featured in Stuff.co.nz in 4 February 2021. Read the write up here. Last year, Perceptive surveyed 1000 New Zealanders about their Christmas spending intentions. Did we plan to spend less or more? What would we buy? Would we purchase on credit or debit? Today, we delve into part two of Perceptive’s Christmas spending study. Harnessing Paymark data—the largest transactional data set it in New Zealand—Perceptive is exploring how Kiwis truly spent over Christmas.

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Alchemer Adds Former SAP Executive to Senior Management Team

SurveyGizmo

New SVP of Sales Brings Decades of Customer-Centric Expertise to Alchemer. LOUISVILLE, COLORADO – Alchemer – a global leader in customer experience (CX) and voice-of-the-customer (VOC) technology – announced today the hiring of Mary Beth Addison as Senior Vice President of Sales. Addison previously held executive positions at SuccessFactors, SAP, and Visier and was recently Vice President of Global Sales at Evolv.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Are your business partners aligned to your newly established CX strategy?

Innovative CX

You’ve worked hard on establishing a new CX strategy for your organization. In developing your strategy, you secured the commitment of executive leadership; received the buy-in from department leaders; established a cross-functional team of frontline employees seeking their perspectives; sought out the voice of your customers; analyzed touchpoints; created journey maps; alleviated pain points; measured your progress and celebrated your successes!

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Here’s What’s New from January 2021|Kommunicate Product Updates

kommunicate

In the month of January, we have added some nice features in Kompose and the dashboard. Also, updated the existing ones to improve your overall experience with Kommunicate. Kompose Bot builder Link Button Now you can add Link Buttons in Kompose by just mentioning the site URL which redirects users to a given URL. Go to Dashboard >> [.]. The post Here’s What’s New from January 2021|Kommunicate Product Updates appeared first on Kommunicate Blog.

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Launching a global advocacy program during a pandemic — Q&A

Influitive

In the most recent installment of our customer success webinar series, we had the chance to chat with Jon Ashley, Head of Global Customer Advocacy at Sage and one of our 2020 BAMMIE award winners for Advocate Marketer of the Year. Sage is the market leader for integrated accounting, payroll, and payment systems for small […]. The post Launching a global advocacy program during a pandemic — Q&A appeared first on Influitive.

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