Mon.Sep 21, 2020

Customer Feedback Management & Data Types 3

Customercount

In the final part of our Customer Feedback and Data Types mini-series, we consider the different data types business can collect and how CustomerCount can help in both collection and the analysis. The post Customer Feedback Management & Data Types 3 appeared first on CustomerCount.

Organizations of all Sizes Can Benefit from these 8 IVR Capabilities

NICE inContact

If CX is the king, then an interactive voice response (IVR) system is the butler that greets the castle visitors. A well-designed IVR, just like a competent butler, cordially greets guests, assesses the reason for their visit, and makes sure they reach their destination.

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Beware of Assumptions About Your Customers

Wired and Dangerous

We were working in Philadelphia and stayed at a chain hotel that did not have the practice of sliding the receipt under your hotel room door the morning you checked out.

Making remote an advantage for your contact center

Talkdesk

A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result?

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Uplight’s First Hackathon Focuses on Diversity and Inclusion

Uplight

With the recent events in America’s racial story, Uplight has been introspective around the ways we can better serve as a beacon of responsible capitalism. One way has been a focus on how our products can better reflect the diversity of the people we serve.

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Don’t Use Social Media For Feedback

Opinionator

In this article we will recommend you don’t use social media for feedback, even though it may look tempting. For example, according to Pew – In the United States, an estimated 244 million people used social media in 2018, a number forecast to exceed 257 million by 2023.

3 Ways a Customer Success Platform Helps Reduce Churn and Grow Revenue

ClientSuccess

As a customer success leader in 2020, you’re either currently working with a customer success management platform or actively looking to invest in a new solution. Modern CSMs are turning to customer success solutions to drive customer satisfaction, retention, and growth for customers.

5 Ways To Increase Sales and Customer Engagement for Your Shopify Store

Win the Customer

The right marketing strategy for your e-commerce store can help you build brand awareness, drive customer loyalty, and ultimately increase online sales. Shopify is the ultimate e-commerce solution supporting more than 600,000 businesses in about 175 countries.

AI Just Isn’t There Yet: Why Customer Service Still Needs the Human Touch

CSM Magazine

Every single business is currently facing a rather odd caveat. When you are actively involved in a specific undertaking, you are often too close to it to spot certain types of problems. A great example was the Amazon Fire Phone.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Survey Introduction Examples That Work Like Magic

SurveySparrow

Let’s say you created the perfect online survey out there. Chances are high for that survey to go in vain if you don’t have a proper survey introduction. You don’t want your respondents to click on ‘no thanks’ or ‘pass’ to your online survey, do you?

Providing Employees and Customers Answers at a Time of Uncertainty, Rapid Change and Working From Anywhere

Bold360

We are living in an unprecedented time when changes are coming faster than ever. People across the globe are shifting their behaviors and adapting to new ways of working, shopping, eating, interacting with one another and more.

Part 1: How Artificial Intelligence Is Affecting the B2B Customer Support Sector

Team Support

We’re lucky to be living in an age where technology is constantly evolving. Among all the innovations that have developed throughout the years, artificial intelligence, or AI, is one of the biggest technological breakthroughs that has ever happened to mankind.

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8 Essential Types of Software Every Business Needs

CSM Magazine

Running a business isn’t easy but having the right tools can make a big difference. Today is a great time as any to be an entrepreneur. This is mainly due to the fact that there’s a huge number of useful software solutions that can make life easier by boosting the efficiency of business operations.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

How We Decreased Time to Value At Gainsight By 66%

Gainsight

COVID-19 has impacted businesses in innumerable ways. As company expectations rise, many expect to see a shorter time to value as finance departments scrutinize budgets to weather the recent unpredictability.

Innovation interviews: Architecting innovation with UP

Lenati

It’s not often that a business partnership lasts for over a decade, but that’s what happens when you make the commitment to continuously innovate end-user experiences. In my latest Innovation […]. The post Innovation interviews: Architecting innovation with UP appeared first on PK.

Keith Nealon, CEO of Bazaarvoice Brings in Best Practices of Customer Centricity with the Help of Gainsight

Gainsight

Gainsight and BazaarVoice have a long history together. Since 2013, BazaarVoice has been using Gainsight’s platform to gain insight into customer health and improve customer experience. BazaarVoice was one of the first software companies to embrace customer success ideology and practices.

CRM Hack: Tips for Repurposing Content

Optimove

Repurposing content is one of the most basic practices for marketing teams. And no one in digital marketing can afford to be caught without a proper plan for how to do it. Maddy Fein, a data insights consultant at Optimove, has got some quick and easy tips for you to implement right away.

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Customer Visibility Drives Success For Plex Systems

Gainsight

Sanders Slavens , Plex’s VP of Customer Success, sat with Gainsight’s CEO, Nick Mehta, and CCO, Ashvin Vaidyanathan, to discuss their progress in reducing friction and raising customer visibility through their implementation process.

Five Times the Erlang Formula Won’t Help You

CSM Magazine

The Erlang formula has stood the test of time in providing a framework to predict staffing requirements for optimal operational efficiency in contact centers.

BI Is Dead; Long Live BI

Forrester's Customer Insights

The perception of legacy enterprise business intelligence (BI) platforms comes with some legitimate stigma and baggage.

Comprehensive Guide on How Surveys Increase ROI

SurveySparrow

You can’t thrive in the business world without knowing what your audience wants. You can spend millions on developing, designing, and marketing a product. But, if the product doesn’t match your consumer preferences, everything goes to waste. So what’s the solution here? How can you figure out what your customers or audiences are thinking? The answer is simple – online surveys! And in this blog, we’ll discuss how online surveys increase ROI.

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

What We Talk About When We Talk About Insights

Forrester's Customer Insights

What exactly is an "insight"? Analyst Brandon Purcell previews Forrester's new Periodic Table of Insights which will be unveiled at the upcoming Data Strategy & Insights live virtual event. Age of the Customer AI Insights Big Data Business Intelligence Data Insights

4 Ways To Leverage AI In Customer Service

Jolt Consulting Group

Much has been written about the importance of Customer Experience (“CX”) and it has never been more important with record call volumes at contact centers during COVID-19 that is placing tremendous strain on contact center agents.

The Future Of Buying Is Using

Forrester's Customer Insights

The shift toward consumers expecting and rewarding experimentation is motivating companies to focus on product as their engine of growth. Age of the Customer B2C Marketing CMO Trends customer experience promoted

Protected: Episode 13: Embracing our truths

C Space

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.