Thu.Jul 25, 2019

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Customer Success and Sales: How They Work Together

Totango

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. And sales is, well, sales: a customer makes a single transaction and your business profits. However, no business can thrive without making sales to new customers.

Sales 80
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What is Real-time Visual Operational Intelligence in the Outsourced Call Center?

Advantage Communications

Today’s top nearshore outsourced call centers use a wide range of technologies to implement world-class customer support strategies for their clients. Technologies such as live-call guidance , artificial intelligence (AI) , omnichannel support and CRM platforms all help modern-day outsourced call centers to deliver a superior customer experience (CX).

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Customer case management provides systematic insights on service recovery improvements

SMG CX

In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time.

CEM 40
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Market research industry – Current stats and future trends

QuestionPro Audience

The market research industry has grown steadily over the last five years. But innovations could rapidly increase potential revenue in the research industry in the future. What should companies in this industry expect in the years to come? Here are a few market research stats and trends. Here, we’ll take a look at key market research stats and trends from a variety of new reports covering the industry for market research.

Trends 225
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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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Episode 60 – Customer Service Expert Shep Hyken Shares His Insights

Kristina Evey

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey.

More Trending

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Five Tactics to Retain Your Top Call Center Agents

NICE inContact

Recruiting excellent agents can be a challenging task. It can even be more difficult keeping them around once hired. According to the JOLTS survey from the Bureau of Labor Statistics, the employee turnover rate is higher now than it has been in the past 18 years. Retaining call center agents doesn’t occur by chance, it happens by implementing practical, proven retention tactics.

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Episode 59 – The CX Benefits of a Culture Book

Kristina Evey

On the second episode of this podcast, we discussed Culture and how it relates to the Customer Experience. Culture is … Read More Episode 59 – The CX Benefits of a Culture Book. The post Episode 59 – The CX Benefits of a Culture Book appeared first on Kristina Evey.

Culture 120
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What Make a Great Customer Experience Leader

Heart of the Customer

Over the years I’ve had the opportunity to interview dozens of CX leaders, and still more as we wrote our book. Combining that knowledge with some of the industry research, such as CustomerThink’s report on winning CX programs, we’ve identified three traits that separate the best customer experience leaders from the rest. For too many, […].

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Innovation in Customer Effort

Second to None

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. It is almost hard to believe that this is the same reality in which people used to look businesses up in the handy-dandy yellow pages. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they?

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Seven Useful Tips from Experts to “Close the Loop” Customer Feedback

SurveySensum

Imagine, you’ve ordered a meal and it got delayed by 2 hours, you’ve sent quick feedback but got no response from the company. Isn’t frustrating for you as a consumer? Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand.

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How Field Service Technology Investment Today Shapes Tomorrow’s Service

Alliance by IFS

In the past, many service-centric organizations followed the path of least resistance when adopting field service technology. They settled for a series of unconnected quick fixes—one solution for a specific business function, another for the next, and so on. But today, service models are growing more complex and emerging technologies are transforming the industry.

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10 Hurdles to Effective Voice of Customer Research (and how to clear them)

iPerceptions

Voice of the Customer (VoC) research is an integral part of the customer-centric organization’s toolkit. But like any other initiative, it requires clearing some hurdles along the way for it to be successful.

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2019 Global Social Media Market Survey Report

NetBase

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Benchmarking data is always useful to sort that out. Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. It offers the precise insight you need to inform your comparison, and your future social media marketing efforts.

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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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Extending the Customer Experience Conversation Beyond the Product

Kustomer

If I’ve learned anything from 23+ years as a digital marketer in the software industry, it’s that customer experience is not just the interaction with a product, but the relationship it starts to build by continually offering relevant content and valuable insights. Having recently joined the Kustomer Krew, I can already tell – they get it. In a company who dedicates itself to helping brands provide a great customer experience, it’s my mission to ensure every interaction with our brand is a great

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Hack Your Team’s Potential at Bizagi Catalyst 19?

Bizagi

“People at the top of their game regardless of profession, redefine the way in which their craft is seen. I.e. they redefine what’s possible in their chosen field.” – Dr Andy Walshe. As former Red Bull Director of High Performance and Founding Partner of Liminal Collective, Andy Walshe knows exactly how to boost people’s performance and achieve incredible feats, even when those people are seemingly at the top of their field.

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Meet Your Customers On Their Terms: The Importance of Omnichannel Support

ModSquad

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. Today, efficient companies also offer consumers the opportunity to get support through email, live chat, SMS, social media, apps, and within video games.

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5 Must-See Commerce Sessions at Oracle OpenWorld 2019

Oracle

Oracle OpenWorld 2019 will take place September 16-19 in San Francisco, with over 1,000 planned sessions on topics including transformational technologies, growth acceleration, intelligent cloud applications, and more. Here are 5 of the upcoming, must-see commerce sessions. You can also view the full CX session catalog here. **Ready to register for Oracle OpenWorld today?

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Mapping Digital Transformation: Retail’s Strategic Shift

Speaker: Jennifer Wright, Michael Scholz, Jasmin Guthmann, and Scott Canney

Digital transformation in retail is so much more than new technology. You need to get your whole organization, from entry-level workers to executives, on board with the new tech, new skills, and culture changes that digital transformation brings. Leading this mindset shift can be a daunting task… but that’s where this webinar comes in! Join our panel of experts as they guide you through the challenges of digital transformation, preparing you to avoid common mistakes and make the most of incredib

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Top-Rated SMTP2GO Moves to Talkdesk for Reliability and Cost Savings for Their Global Organization

Talkdesk

We recently had the pleasure of interviewing Charlotte James Lisbonne (Customer Success Manager) and Lukas Williams (Head of Tech Support/Business Development Manager) from SMTP2GO. SMTP2GO, founded in 2006, is headquartered in New Zealand with customers in 130 countries. Their mission is to provide the fastest, most reliable SMTP service on the market.

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5 Tips for Managing Multiple Customers

CSM Magazine

One of the most frequent challenges frontline employees face is when they find themselves dealing with one customer in front of them, another on the phone, while a third arrives with just a quick question. While there are no absolute rules for juggling customers here are five tips that work well in reducing stress and boosting customer loyalty. Tip #1 Remember, this is good.

Tips 53
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6 Common Research Implementation Roadblocks—And How to Move Past Them

dscout People Nerds

We asked leading researchers at Target, Google, and Even how they go from “distilling great insights” to “getting something done about them.” Here are their top tips.

How To 49
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Five Ways Retailers Can Use Events to Increase Loyalty and Revenue

PK

Fostering a community with your customers is key to brand loyalty. Your best customers likely expect community. Emotionally connected customers have a 306% higher lifetime value , which means brands have to find ways to show you care. One way to do that is through meaningful events that overdeliver on value. Events have the potential to be a highlight in your customer journey and communicate your brand values in a memorable way.

Retail 49
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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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Why Red Isn’t Bad

Optimove

It’s hard to argue against the benefits of incrementality testing. Not only is it the most accurate method of deducing the actual cost of acquired users, but it can also prevent you from cannibalizing your organic traffic. The process provides valuable insight into your marketing spend and allows you to achieve an important goal for all CRM managers.

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The Future Of Work Is An Adaptive Workforce

Forrester's Customer Insights

To Build An Adaptive Enterprise, Build An Adaptive Workforce The future of work isn’t something that happens to you — it’s something you create for your company and your own career. Unfortunately, C-level technology and business leaders are often uncertain on how to do it. We’ve just released a major new report, “The Adaptive Workforce […].

Report 55
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Online Gaming – The industry that never sleeps

QuestionPro Audience

The global media and entertainment market has consistently been on the rise. Revenue is projected to reach up to $2.2 trillion by 2021, according to statista , a leader in online statistics, market research and business intelligence portal. Gaming is an ever-developing and integral segment of this market. The two largest gaming regions, Asia Pacific and North America, accounted for 78 percent of global revenues in 2017.

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Meet Your Customers On Their Terms: The Importance of Omnichannel Support

ModSquad

As technology has become more advanced in recent years, companies dramatically changed the way they’re handling customer support. Not so long ago, the only way for customers to reach a company was through phone or fax. Today, efficient companies also offer consumers the opportunity to get support through email, live chat, SMS, social media, apps, and within video games.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Book Notes: To Sell is Human by Daniel H. Pink

COPC

This edition of Book Notes is shared by Himanshu Choudhary, Sales and Marketing Lead in the APAC region, and is a summation of Daniel H. Pink’s To Sell is Human – The Surprising Truth About Persuading, Convincing and Influencing Others. Working in a sales domain, I have been a keen follower of books about sales, influence and persuasion, not only because they explain the power of moving people, but because they help to develop people, both personally and professionally.

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Top Down or Bottom Up?

Innovative CX

What’s the best approach for executing an effective CX strategy? Is having the CEO’s endorsement the only way to successfully execute a CX strategy in your organization? Can you implement an effective CX strategy on your own within your own department or function? There are plenty of opinions among CX experts in response to these two questions. Let’s explore each approach.

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Good Medical Manners Equal High Patient Satisfaction

CSM Magazine

Declining reimbursements, increased overhead, patient overload and the rush to litigation are but a few of the reasons to “sweat the small stuff” in the medical arena. If you don’t think you need to pay attention to the details when it comes to making your patients happy as well as healthy, think again. If ever there was a time to mind your medical manners, it’s now.