Wed.Aug 14, 2019

The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing


For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you and your customers must be a barrier. We beg to differ.

How Friction Can Be Good For Customer Experience

Beyond Philosophy

I might have misled you in recent weeks. I have been talking about frictionless experiences and how vital it is to have a smooth Customer Experience. However, some of my reading lately has exposed some nuances about the friction in an experience that we haven’t addressed.

Five Ideas to Address the CX Naysayers in Your Organization.

Innovative CX

“We have seen the enemy and he is us.” This statement came to mind as I talked with a colleague who was challenged with the lack of progress at convincing his organization to get on the CX bandwagon.

How to Improve Your Customer Satisfaction Score (CSAT) Score


Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

The Omnichannel Olympics: Transform to Perform

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

We are currently in an age where customers of all ages are always on the go and do not have time to connect with companies over traditional channels. They want companies to provide more channels of communication and solve problems at their moment of need. How do companies continue to add more channels and keep up great customer service?

Empathetic Social Customer Service Means More Than Typing Sorry

NICE inContact

Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers.

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Empathetic Social Customer Service Means More Than Typing Sorry

NICE inContact

Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little effort it takes to type a reply, so customers require more personalized attention when things go wrong.

How to Use the CSAT Metric in Your CX Program


Let’s talk about customer satisfaction. . What does it really mean? Is it worth it to track? It’s time to get serious about getting satisfaction. Just like Jagger. In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple.

Winning Decisions Are Sometimes Tough Decisions


I enjoy going to a baseball game. I live in St. Louis, and the fans of the St. Louis Cardinals are known throughout the sports world as being some of the best fans in all of baseball. Many fans remember Albert Pujols as one of the most skilled—not to mention beloved—members of the St.

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The Beginner’s Guide to Product-Led Growth Metrics


Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

3 AI Reports Your Brand Needs in Real-time


Artificial Intelligence (AI)-powered social listening reports offer real-time intel that your brand needs to be successful online. And there are three that are essential for campaign tracking, audience insight and crisis response, which we’ll share a bit about below!

Why The Stories You really need to Know are Uncomfortable

One Millimeter Mindset

The stories you really need to know are not necessarily the stories you want to hear, are they? Because the stories you really need to know make you feel uncomfortable. After all, the stories you prefer to hear validate and justify the way you currently serve your existing client base.

The Millennial Crisis: 22% Have No Friends

The DiJulius Group

The Touch-Screen Age Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennial’s, for although many think of the younger generation as being the most tech savvy, virtually no one has been left out.

Making the Most of Your Data with Customer Journey Analytics

Upstream Works

What is Customer Journey Analytics? It’s tricky to find a definition of Customer Journey Analytics that isn’t penned by a solutions provider hankering to sell you their reporting platform.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Get Your Voice Heard In the Digital Noise Era


The post How to Get Your Voice Heard In the Digital Noise Era appeared first on Survicate. Discovering customers

50 Business Listing Sites and Directories for Local SEO


Getting listed on online business listing directories and sites is one of the most effective ways to boost your business performance on local search.

Facial Recognition and the Opportunities for Better Customer Experience


In George Orwell’s epic novel 1984 , our protagonist Winston Smith is constantly aware that he must toe the government’s line because “Big Brother is watching.”

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

Advantage Communications

In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

BOTF Content to Convert Leads into Sales


One of the most common causes for confusion for my clients, when trying to convert leads into sales, is figuring out how TOFU, MOFU and BOFU content should differ within the inbound marketing scheme of things.

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The Best in Digital: New DXI Ranks Top Insurance Providers and Popular Sites


See which brands deliver on experience for healthcare and property/casualty insurance The bar for digital customer experience is getting higher. Top popular sites like Amazon, PayPal, and Netflix consistently deliver. CX Best Practices NPS Research & CX Data ROI of CX

Why Customer Service Will Always Be Prevalent in Financial Services

CSM Magazine

Technology has played an enormous part in making financial services more accessible. For example, automation has been baked into anywhere money is being managed lately, and people now have more options than ever when it comes to looking after their funds.

How AI can help reduce customer churn at call centres


The post How AI can help reduce customer churn at call centres appeared first on Keatext. Customer Experience

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Why Is Customer Services So Important in Legal Services?

CSM Magazine

Whilst American author and former guru Seth Godin has established himself as a true authority on the concept of marketing, it’s his approach to revolutionizing customer service that has really wowed businesses across the globe.

3 CSM Compensation Best Practices


Discussing and understanding CSM compensation is a critical responsibility of any customer success leader. After all, your CSMs are working with customers daily to grow your business and they should be compensated in relation to their goals and output.

Why the CEO and Chairman of a Company Should Be Separate Roles

CSM Magazine

When looking at large corporations today a high percentage seem to combine the roles of CEO and Chairman meaning the two quite significantly different positions are carried out by the same person. . Combining these two roles, however, can create a fundamental conflict of interest.

The Future Of Insurance

Forrester's Customer Insights

Given the pace of social change and technological innovation, the future of insurance is very interesting!

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.