NICE inContact

AUGUST 2, 2016

Guest blog post from our friends at Momentum Telecom. Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center. Simply put, these centers provide a human touch and a strong differentiator for the marketplace when deployed correctly.

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Contact Center Contact Center Software Conference Exceptional Customer Service 121

ShepHyken

AUGUST 2, 2016

Bruce Turkel Shows Us How to Brand for. Customer Service Success. Shep speaks with branding expert, author, and professional speaker Bruce Turkel about how to brand your company for customer service. Bruce shares important tips and tools from his new book, “ All About Them ,” as they discuss the influence your customers have on your brand and how properly branding your company is essential for success.

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Tips Brands Customer Service Tools 73

CX Journey

AUGUST 2, 2016

Image courtesy of Unsplash We've all heard it. What gives? We've all seen the reports and the studies and the statistics that "customer experience is the next. battlefield, competitive battleground, competitive advantage, competitive frontier, marketing, [fill in the blank]." I recently saw a report stating that customer experience will be the competitive advantage by 2020; another said that it would be the primary point of differentiation by 2017; and yet another stated that customer experience

Competitive Advantage 69

Competitive Advantage Customer Experience Report Culture 69

transcosmos Information Systems

AUGUST 2, 2016

Earlier this year, the private healthcare information of over 91,000 Medicaid clients in the United States were compromised. An investigation traced a data breach involving two government employees who turned out to be siblings. According to reports, the two exchanged emails that contained the private healthcare data of the clients. The woman was a medical assistance specialist at the Health Care Authority (HCA) while her brother was an internet technician at the Department of Social and Health

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Healthcare Tips Data Company 68

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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.

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Think Customers

AUGUST 2, 2016

There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty.

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Customer Experience Loyalty Groups Customers 58

Forrester

AUGUST 2, 2016

This post is part of a series dedicated to the challenges, opportunities, and realities of federal customer experience. Interested in learning more? Check out our recent webinar to learn why CX success is vital for government success. In my last post , I explained how forces arrayed against federal customer experience (CX) improvement hinder Washington's efforts.

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Government Customer Experience Professionals Customer Experience Customers 53

ForeSee

AUGUST 2, 2016

In a perfect world, organizations would remember that the only reason they’re still in business is because of the customer. Unfortunately, we’ve lost sight of the customers’ needs and set. The post Why Your Customer Experience Strategy Isn’t Working appeared first on ForeSee.

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Strategy Customer Experience Customers Retail 58

transcosmos Information Systems

AUGUST 2, 2016

Earlier this year, the private healthcare information of over 91,000 Medicaid clients in the United States were compromised. An investigation traced a data breach involving two government employees who turned out to be siblings. According to reports, the two exchanged emails that contained the private healthcare data of the clients. The woman was a medical assistance specialist at the Health Care Authority (HCA) while her brother was an internet technician at the Department of Social and Health

Healthcare 48

Healthcare Tips Data Company 48

Kate Nasser

AUGUST 2, 2016

Leadership self help: Research, reflect, resolve to change, revise behavior and revive your success. Insights fr Kate Nasser, The People Skills Coach™ w/ Dana Flannery. The post Leadership Self Help: Are You Too Nice to Lead? Part II appeared first on KateNasser.com.

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Leadership 40

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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.

Communication

Peter Lavers

AUGUST 2, 2016

This series of blogs is based on the early results of research undertaken by Peter Lavers on customer centricity. Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity. There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer.

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Multi-Channel Customer Centricity CEM B2C 40

Customer Interactions

AUGUST 2, 2016

In this week’s bumper summer edition of our CMO Perspectives blog Andrew Hausegger [CMO.com.au] asks what does the CMO of 2017 look like; Kimberlee Morrison [Adweek.com] summarizes a report on social customer service; Marketingprofs.com presents the results of a survey on which emerging technologies will have the biggest impact on the CX; Tim Nudd for Adweek.com finds out from Twitter’s CMO why their growth is stunted and what they are doing about it; The great Timothy Hughes gives his top tips

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Marketing Tips Survey Report 29

dscout People Nerds

AUGUST 2, 2016

A People Nerds interview with Katy Mogal.

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Brad Cleveland Blog

AUGUST 2, 2016

The post Mobile Customer Support appeared first on Brad Cleveland.

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Customers Mobile Customer Service Contact Center Call Center 26

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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,

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Customer Bliss

AUGUST 2, 2016

Episode Overview. Jeb Dasteel is the Chief Customer Officer at Oracle. That was a role that evolved over time, but he is still one of the longest-tenured customer-facing executives in the tech sector. . In our conversation, Jeb discusses how the role has evolved, how he has built the team, and how he engages engineers and a very action driven culture to care about and improve customer experience.

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Chief Customer Officer Customer Experience Feedback Leadership 113

Brad Cleveland Blog

AUGUST 2, 2016

Customers 21

Customers Mobile Customer Service Contact Center Call Center 21

ClearAction

AUGUST 2, 2016

Using B2B VoC to Transform Customer Experience Lynn Hunsaker. Customer experience transformation is the top priority of business-to-business (B2B) companies that track customer survey data. That’s according to a series of global B2B customer experience studies that I led. 80% of B2B companies said they track voice-of-the-customer (VoC) as a means to improve business processes and 63% do it to increase customer-centricity.

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B2B Customer Experience Customer Centricity Customer Experience Management 52

Brad Cleveland Blog

AUGUST 2, 2016

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Customers Mobile Customer Service Contact Center Call Center 20

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.

Retail

Michelli Experience

AUGUST 2, 2016

Infographics 109

Infographics Consulting Employee Engagement Customer Experience Design 109

Talkdesk

AUGUST 2, 2016

Our latest infographic, “ 7 Tips to Getting Better Customer Service ,” went up today. It’s full of valuable information on when and how to contact phone support to increase the odds that your call is quick, efficient and effective. In honor of the worthwhile data contained in that infographic, we thought we’d review some of the most bogus “hacks” we’ve heard from our friends and family for receiving great customer support.

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Customer Service Infographics Call Center Customer Service Representative 41

Provide Support

AUGUST 2, 2016

Employee burnout can occur at every level of an organization – from top to bottom, and it’s especially commonly found among customer service people who have to deal with dissatisfied customers almost on a daily basis. It can come about as the result of stress , low morale, poor management, bad working conditions or simply having too much to do and not enough time to do it.

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Infographics Customer Service How To Financial 50

Vonage

AUGUST 2, 2016

It’s hazardous to think of customers in the plural, as if they’re really a homogenous group that exists in the aggregate and can be thought of and served as a whole. The better way to think of customers is as follows: There’s just one customer, the one you’re facing right now. There’s only Jim. One Margo. One Alecia. Let your competitors keep thinking of customers as an abstraction.

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Infographics B2B Customers Groups 163

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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.

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