Fri.Apr 23, 2021

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How to Improve Customer Understanding & CX with AI

Alida

How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience.

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How to respond to positive and negative feedback

GetFeedback

Best practices for collecting and responding to both positive and negative customer feedback.

Feedback 397
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4 “Global Gurus” Share Their Advice for Customer Experience Leaders

Customer Bliss

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!

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The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

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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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How to Use Social Media as a Customer Service Channel (+ Examples from Brands)

ShepHyken

This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .

More Trending

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Handling Foreign Accents Professionally + Using Positive Phrases

Myra Golden

Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions.

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The changing place of call recording in the contact centre

Eptica

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Published on: April 23, 2021. Author: Pauline Ashenden - Demand Generation Manager While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world.

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Change the Game in 5 Minutes: How Mavenlink improved their renewal rate predictability with 86% accuracy!

Gainsight

Welcome to Change the Game in 5 Minutes Series. Our CEO, Nick Mehta, recently spent time with Sabina Pons , Global Vice President of Customer Success and Support at Mavenlink. She and her team created the ultimate customer journey. With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability.

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How to improve your supply chain experience management to benefit customer experiences

MyCustomer

Loyalty Improve your supply chain experience to improve CX.

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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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Digital Customer Service BEFORE an Online Banking Upgrade?

SaleMove

Considering an upgrade of your online banking platform? The inclination might be to prioritize DCS until AFTER such changes. But is that wise? The post Digital Customer Service BEFORE an Online Banking Upgrade? appeared first on Glia Blog | Digital Customer Service Explained.

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How To Write Overall Performance Review Comments

SurveySparrow

No one likes being judged. Unfortunately, one needs to put themselves to scrutiny while at a job. Why? Because their performance can be evaluated, which will be made available in the form of overall performance review comments. It can be uncomfortable for most employees as many of them are wary about getting a poor performance review, even when they might have slogged the whole year for the company. .

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The future of customer experience in financial services

MyCustomer

Download the report. Lead goal. 50. TM Form. Not a TM Form. Internal or External. Internal. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. As we emerge from the pandemic, how can the Financial Services Industry maintain the new connection built with customers? This MyCustomer report explores how.

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Quantity & Quality Leads For Appointment Setting Outsourcing

Magellan Solutions

Why we want you to outsource appointment setting with Magellan Solutions. Appointment setting is considered to be one of the most difficult parts of business development. It is a barrier to growing a company by increasing its sales through lead generation. Selling will not be possible without directly speaking to a prospect. This is mostly true for start-ups and small businesses.

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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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Watch: Smart CRM Basics on Relationship Marketing, B2CRM Weekly News Update, and a CRM Analysis on Gap

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new Smart CRM Basics on relationship marketing and a deep analysis on the all-American clothing and accessories retailer, Gap. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: 3 Free Customer Relationship Lessons from Nike.

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Digital Customer Service BEFORE an Online Banking Upgrade?

SaleMove

Prioritizing Customer Experience for Smoother Technology Transitions. A rapidly growing number of financial institutions are truly understanding the transformative benefits of implementing Digital Customer Service (DCS) on their digital properties. Once that lightbulb goes on, the wheels start turning on the many ways to elevate the customer journey by incorporating DCS into the roadmap.

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How to Think Like a Service Brand and Take the Lead

CSM Magazine

Cierra Dobson, strategy director at design and technology agency, Rufus Leonard , explores how brands of all shapes and sizes can adopt the successful strategies of category-defining service brands to grow their market share and take the lead. Brands are increasingly building a service wrapper around their core products to unlock new revenue streams and grow or protect profit margins.

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InFocus Envision Recap & Resources: Illustrating Digital Resilience & Success

Circular Edge

“In the midst of chaos, there is also opportunity.” – Sun Tzu. “Success today requires the agility and drive to constantly rethink, reinvigorate, react, and reinvent.” – Bill Gates. Following a year of unprecedented challenges, the JD Edwards community came together to share innovative customer stories of resilience & success with JDE, along with educational sessions & Oracle updates around mobility , automation & digital transformation , 1on1 networking with new & l

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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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Earth Day 2021

Forrester's Customer Insights

Over a billion people worldwide celebrate Earth Day. Does this include your customers? Watch my video blog on climate change as a systemic risk, and catch a sneak peek of some of our research on climate change risk management solutions.

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Small things that have a big impact on your CX

MyCustomer

SOscar Wilde's famous quip shapes my marketing philosophy, "There is only one thing worse than being talked about, and that is not being. 23rd Apr 2021. By Colin Shaw Founder & CEO.

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Die Zukunft der Arbeit liegt in der Veränderung der Führungskultur

Forrester's Customer Insights

Mitarbeiterengagement fördert positive Kundenerfahrungen Verkaufsversprechen verlagern sich zunehmend vom traditionellen Produktverkauf auf die Bereitstellung relevanter Dienstleistungen und einzigartiger Kundenerlebnisse. Mitarbeiter werden auch weiterhin eine zentrale Rolle bei dieser geschäftlichen Umgestaltung spielen – und zwar im Einklang mit Technologie.

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WorkDifferent 2021: Design the experiences people want next

Qualtrics

The past 12 months have changed everything about the way we work, the way we buy, and the way we interact with the brands. As we look forward to what comes next, it’s clear we’re not going back. 18 months of working differently will do that. . We learned to work in new environments, buy through new channels, and engage with the world around us in new ways.

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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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Make The Current Times, The Best of Times. Attend CX APAC.

Forrester's Customer Insights

No doubt about it, the circumstances of the last year have brought about extreme and unexpected difficulties. But I expect, for many of us, they have also introduced some serendipitous delights that might have gone completely undiscovered if not for such an abrupt shift in all of our “normal” habits. Many businesses too — in […].

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April 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Remote, New York, NY, US Organization: Seated As a Director of Customer Success, you will lead a world-class Restaurant Success team, encouraging continuous learning and improvement. Define and optimize the restaurant lifecycle. Map full restaurant journey including all touchpoints that clearly communicate the value and build trust with the partners.

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High-Touch Customer Success and Automation: The Perfect Match

ChurnZero

If you are a high-touch Customer Success Manager (CSM) and simply cannot imagine a world where you actually enjoy using Customer Success software, I’m here to help. Allow me to convince you that high-touch Customer Success paired with automation is actually a match made in heaven. And follow along as I do so through a fun analogy of online dating. CSMs know all too well the painstaking and cringe-worthy challenges that come with a bad-fit customer: awkward and one-sided conversations, forced smi

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Chief Revenue Officer (CRO): The Complete Guide to this Key Role

SmartKarrot

What keeps a business going? Its revenue, of course. Growth is the number one requirement for most companies in the changing economic landscape. And to drive revenue of scale, companies need to hire a Chief Revenue Officer (CRO). While sales executives always have a seat at the C-Suite, it is required the Customer Success and Revenue executives also have a seat.

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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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What Does 1-10-100 Mean For Data Entry Errors

Magellan Solutions

Why Data Entry Errors 1-10-100 Is A Good Rule of Thumb for Startups and SMEs . Data entry errors are inevitable when the human factor is at play. Humans are bound to make a mistake. No complex reasons but such is the truth. . Probability of Inaccurate Data Entry. Data Entry Technique. Percentage. Into Simple Spreadsheets. 18%-40%. Into Complex Spreadsheets. 100%.

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CX Stories From the Frontlines: Increasing First Response Rate by 400% With the Kustomer Platform

Kustomer

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer. In this month’s edition, we discuss how a financial services company is improving agent efficiency, the power of data for a marketplace, and why intelligent routing is helping a subscription service deliver first-class service to VIPs.

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The A-Z Guide to 360 Degree Feedback Survey Questions, Tools, & Templates

SurveySparrow

“I believe you can become world-class in any skill in 6 months or less” - Tim Ferriss. How much time does it take to become an expert at anything? Tim Ferriss told us it takes six months. In comparison, a famous study by Malcolm Gladwell suggests that it takes 10,000 hours to master something. Put differently: if you practice something for six months or 10,000 hours, you’ll become proficient. .