Wed.Aug 17, 2022

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A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations

Comm100

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation.

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Customer Service Representative - Roles and Responsibilities

Omnicus

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail? And how can you attract the best candidates to fill it? In this article, we’ll explore what makes a good CSR and share some tips for hiring managers looking to post a job description for one.

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What Mixed Signals Do You Send Your Customers?

ShepHyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression. .

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The 11 Key Customer Support KPIs You Need to Measure

Solvvy

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business. However, some of the most important metrics to track are customer support KPIs, which can provide crucial insights into your operation and the health of your business, from customer satisfaction and re

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From Data to Decisions: Maximizing Retail Potential with AI

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.

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How to Inject Humanity into B2B Marketing

Merkle

B2B buyers will be, and always have been humans with emotions. Despite this, B2B marketers have not always woven this information into their strategies. They use complex, feature-laden language which can make the buying process difficult. All of us have learned what makes a smart business purchase: ROI. ROI is serious. ROI isn’t fun, engaging, adventurous, or inspirational.

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What is a Virtual Agent? ( Difference, Benefits, Use Cases)

kommunicate

Last Updated on August 17, 2022 Today, the bots quickly responding to a query has become a thing, and it is only for the good of a business. 41% of customers prefer to interact on live chat, and 79% of them like it for fast responses. These studies indicate the potential of live chats and [.]. The post What is a Virtual Agent? ( Difference, Benefits, Use Cases) appeared first on Kommunicate Blog.

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Together, we are unstoppable! Nick Mehta reveals durable growth playbook at Pulse 2022

Gainsight

Pulse 2022 is officially underway! The theme this year is “Unstoppable Together” and the opening keynote by Nick Mehta, CEO of Gainsight, proved just how important that message is for everyone at this moment in time. It’s no secret that the last few years have been a challenge for all of us. And just as we started to feel comfortable again, the economy took a downturn that significantly impacts the SaaS world.

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How to Implement a Distribution Strategy That Aligns with Your Business Needs

Middlesex Consulting

This two-part article about distribution strategy appeared on Thomas Insights Update on August 11 and 17, 2022. Part 1 is about creating and maintaining a great distribution chain. In this part, you will read about the need for distribution chains, the types of distribution channels to consider, and how the locations of the channel partners […].

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CSM Guide to Building Customer Loyalty and Improving Retention

ClientSuccess

As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer? While it may take years for some customer partnerships to get to this desired mutually beneficial place, there are a few steps CSMs can take on the back end to move things along faster.

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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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AWS Localization uses Amazon Translate to scale localization

AWS Machine Learning

The AWS website is currently available in 16 languages (12 for the AWS Management Console and for technical documentation): Arabic, Chinese Simplified, Chinese Traditional, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese. Customers all over the world gain hands-on experience with the AWS platform, products, and services in their native language.

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CX job vacancy of the week: Audible

My Customer

CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 17th Aug 2022. By Rhys Fisher Staff Writer.

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Incrementally update a dataset with a bulk import mechanism in Amazon Personalize

AWS Machine Learning

We are excited to announce that Amazon Personalize now supports incremental bulk dataset imports; a new option for updating your data and improving the quality of your recommendations. Keeping your datasets current is an important part of maintaining the relevance of your recommendations. Prior to this new feature launch, Amazon Personalize offered two mechanisms for ingesting data: DatasetImportJob – DatasetImportJob is a bulk data ingestion mechanism designed to import large datasets into Amaz

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Your Next Big Opportunity? Listening to Your Customers 

Optimove

We recently surveyed 323 marketing decision-makers about their views on marketing, budgets, technology, acquisition vs. retention, future plans, tactics, and challenges. We handed them no less than 25 questions. That’s plenty, we know, but it allowed us to dive deep into the issues, and we did thank them. We also tried to gauge their positions on personalization, data, messaging consistency and relevancy, cross-firing and conflicting campaigns, marketing automation, measurement, and more.

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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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How to Get and Keep the Best Customer Service Managers

CSM Magazine

Recruiting and retaining the best customer service managers is critical if we want to grow as a company. Customers are more likely to switch to another company if they do not feel their needs are being met. To attract the best employees, we must be clear about what we expect in new hires, make the onboarding process quick and painless, have clear organizational structures, and provide backup and support to our customer service managers if they encounter a particularly difficult customer or a par

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Improving patient access and healthcare literacy [PODCAST]

Clarivate

Every year, a vast number of people worldwide die prematurely from non-communicable diseases. As the United Nations Sustainable Development Goals (SDGs) make clear, more needs to be done in this space. In our latest podcast, Ideas to Innovation, we speak with Dr. Grace Lomax, the clinical director at Patient Connect, part of Clarivate. Grace tells us about her experience as a physician and discusses healthcare literacy and education at the point of care.

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How to build a customer advisory board

MyCustomer

Voice of the Customer How to build a customer advisory board.

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Successful Hotel Review Management: 4 Best Practices

ReviewTrackers

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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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Vulnerability Programs Must Regain Trust To Inspire Action

Forrester's Customer Insights

Is using CVSS scores for risk prioritization leading to misalignment and even mistrust in your organization? Find out in this Security & Risk event session preview.

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Aug 17 – Customer Success Jobs

SmartKarrot

Role: VP of Customer Success Location: Remote, Dallas, TX, US Organization: Textio As a VP of Customer Success, you will be leading, rapidly growing, and coaching team members by setting the strategy and prioritizing the organizational goals. Representing the voice of the customer and influencing internal partners by promoting a customer-centric mentality across the organization.

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New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It

TechSee

Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives. Today, there is a shift in the role customer service quality plays on customer loyalty.

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Customer Success Manager vs. Customer Engagement Manager the Key Differences

SmartKarrot

If hiring trends at SaaS companies are anything to go by, vacancies for Customer Success Manager (CSM) and Customer Engagement Manager (CEM) are in demand. Both are leadership positions, and these professionals are held high in the SaaS arena. However, there seems to be a lot of confusion about the roles, and the titles are often used interchangeably.

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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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Five Reasons To Buy A Service Before A Product

Forrester's Customer Insights

Products versus services. For many years, every purchase made by security and tech leaders fell into one of these categories. The same tribes existed for vendors: product and service. In this context, we define security services as “managed security services,” not consulting. In contrast to security services, security pros typically use consulting services for three […].

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Are you there ROI? It’s Me, Marketing: A cost-saving series from Khoros

Lithium

Proving ROI in marketing takes a vastly different approach than the next day's Metrics. The vast number of platforms people interact with is rapidly ballooning into a complete social media circus. There is T.V., movies, Youtube, TikTok, Instagram, heck, and even podcasts these days. Due to all of these channels, marketers are nothing more than a band of shouting songbirds in the consumers' eyes.

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How real companies are using AI every single day

My Customer

HYou might think AI is reserved for the big fancy companies like Amazon or Apple or Facebook but actually, AI is used by hundreds of. 17th Aug 2022. By James Dodkins Customer Experience (CX) Evangelist.

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3 Components of the Customer Experience You Should Know

Team Support

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them. Concepts like customer-centricity and being customer-first are now at the forefront of a pioneering spirit in customer support and related fields, yet many companies are still falling behi

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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