My Customer

JANUARY 25, 2023

This blog post is written by Rachel F Freeman and featured as part of Creative Virtual's Customer Service Week Blog Celebration. Creating.

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Customer Service Customers Marketing 52

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Stephen Covey, the author of The 7 Habits of Highly Effective People, claims that success in any job is 20% knowledge and 80% interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills.

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Customer Service Customers Customer Experience Retail 103

BirdEye

JANUARY 25, 2023

Most business owners don’t enjoy reading one-star reviews. Unfortunately, negative reviews are part of doing business – and they need to be addressed early if you want to protect your company’s online reputation. When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation.

Customer Experience 98

Customer Experience Feedback Customer Satisfaction Customers 98

The DiJulius Group

JANUARY 25, 2023

On this episode of The Customer Service Revolution, Chief Revolution Officer John DiJulius of The DiJulius Group talks with Jason Reid. Jason is a serial entrepreneur, author, ironman athlete, and, most of all, a great family man. In 2018, life couldn’t get much better until he and his wife received the devasting news that their. Read Full Article The post 105: What I Wish My Parents Knew appeared first on The DiJulius Group.

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Customer Service Groups Customers 92

Speaker: Joe Cicman - Principal Analyst at Forrester, and Jason Cottrell - CEO & Founder at Orium

Significant modifications are on the horizon for digital commerce in retail and customer experience come 2024. The pace of tech shifts will intensify, businesses are set to defund legacy solutions, and attractive opportunities will surface as social and retail media players join forces. To stay ahead of the curve, digital leaders are experimenting with less risky initiatives and scaling back on outdated projects that no longer yield impactful results.

Retail

One Millimeter Mindset

JANUARY 25, 2023

I have two questions for you today. First, how many times during sales calls or project meetings are you intimidated by other colleagues’ perceived levels of knowledge? Next, what do you plan to do about that scenario, after today? Consider the opportunities missed (and sales dollars left on the table) when you remain a spectator when working with or selling to individuals who do not solve problems the same way you do.

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Consulting Innovation Roadmap Meeting 88

AWS Machine Learning

JANUARY 25, 2023

This is a guest post by Sudip Roy, Manager of Technical Staff at Cohere. It’s an exciting day for the development community. Cohere’s state-of-the-art language AI is now available through Amazon SageMaker. This makes it easier for developers to deploy Cohere’s pre-trained generation language model to Amazon SageMaker , an end-to-end machine learning (ML) service.

Customer Experience 77

Customer Experience Customers Training Data 77

dscout People Nerds

JANUARY 25, 2023

Encourage your teammates or clients to get out of a rut with this fun and easy Hackathon guide and template.

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AWS Machine Learning

JANUARY 25, 2023

Today, gaining customer loyalty cannot be a one-off thing. A brand needs a focused and integrated plan to retain its best customers—put simply, it needs a customer loyalty program. Earn and burn programs are one of the main paradigms. A typical earn and burn program rewards customers after a certain number of visits or spend. For example, a fast food chain has launched its earn and burn loyalty pilot program in some locations.

Metrics 75

Metrics Loyalty Loyalty Programs Customer Experience 75

Interactions

JANUARY 25, 2023

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

Virtual Agent 62

Virtual Agent Customer Experience Interaction Wait Times 62

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

AWS Machine Learning

JANUARY 25, 2023

In November 2022, we announced that AWS customers can generate images from text with Stable Diffusion models in Amazon SageMaker JumpStart. Today, we announce a new feature that lets you upscale images (resize images without losing quality) with Stable Diffusion models in JumpStart. An image that is low resolution, blurry, and pixelated can be converted into a high-resolution image that appears smoother, clearer, and more detailed.

Training 73

Training Examples Resources Customers 73

Thematic

JANUARY 25, 2023

With our latest update, you have the option to view customer comments from your Thematic dashboard! You can turn on customer comments for any dashboard widget that has clickable themes: Themes increasing/decreasing score (top positive or top negative drivers) Top themes by volume Changes in most common themes Recently emerged rare themes Themes where volume has spiked (changes in theme mentions) Themes where score has spiked (changes in score) When you click on a theme in the widget, five commen

Customers 62

Customers Analysis Examples Tools 62

AWS Machine Learning

JANUARY 25, 2023

Model explainability refers to the process of relating the prediction of a machine learning (ML) model to the input feature values of an instance in humanly understandable terms. This field is often referred to as explainable artificial intelligence (XAI). Amazon SageMaker Clarify is a feature of Amazon SageMaker that enables data scientists and ML engineers to explain the predictions of their ML models.

Training 71

Training Data Examples Customers 71

Interactions

JANUARY 25, 2023

At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition.

Virtual Agent 62

Virtual Agent Customer Experience Interaction Wait Times 62

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Propel23, the world’s first and best online event for CS professionals, had 30+ sessions focused on distinct aspects of post-sale operations. This Ideabook distills those sessions into insights and actionable resources for the CS community through a curated collection of ideas, strategies, and best practices, sourced directly from industry leaders and experts around the world.

Customer Centricity

SAP Customer Experience

JANUARY 25, 2023

This post will be updated as new Labs Talk video streams come available. You can find all streams from Labs Talk 2022 here. For 2023, we will be issueing a free NFT via the SAP Web3 Cloud in each of our shows – below you will also find links to.

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Video Customer Experience Customers 58

2020 Research

JANUARY 25, 2023

Assembling the right sample of respondents is vital to the success of any research project. However, with different sample partners and countless sampling methods in play, settling on an approach that meets your research objectives and standards is a complex task. We formulated our “Everything You Need to Know About Quantitative Sample” knowledge kit as an answer to that very problem.

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Survey Trends Tips Groups 52

West Monroe

JANUARY 25, 2023

The potential for a recession holds significant implications for even the private equity market. Financial giants with their own private equity arms, such as Blackstone , have already cashed out of deals to ease the pain of major write-downs and their resulting losses, while the Federal Reserve’s continued war on inflation means lending costs will continue to increase.

Analytics 52

Analytics Data Strategy Chatbots 52

eGain Blogs

JANUARY 25, 2023

The Challenge Knowledge is power but in reality, enterprises are knowledge-challenged with employees spending 20% or more of their time, looking for it to do their day-to-day jobs. Nowhere is the knowledge challenge more acute than in the customer contact center. Customers say that the lack of agent knowledgeability is the #1 impediment to getting good service (Source: Forrester survey ).

Training 52

Training Contact Center Customer Experience Survey 52

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Touchpoint

Education Services Group

JANUARY 25, 2023

Speaker: Joel Passen , CRO and Co-Founder of Sturdy During this session, host Peter Armaly was joined by Joel Passen to discuss practical applications of AI in the Customer Success world, challenges teams seeking to use AI are facing, and what’s on the horizon. Our audience submitted some compelling questions and Joel’s thoughtful answers are outlined below.

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Customer Success Sales Customers Data 52

CSM Magazine

JANUARY 25, 2023

Choosing a reputable contractor is of the utmost importance when renovating or building a home. You not only need the work completed to a high standard , but you also want to ensure that the contractor is reliable, trustworthy, and has the necessary qualifications and insurance. The construction industry is heavily regulated in the UK, and there are several ways to check a contractor’s credentials before hiring them.

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Insurance Government Knowledge Base Financial 52

My Customer

JANUARY 25, 2023

Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI. 25th Jan 2023 By Joe O'Brien Global Corporate Communications and PR.

Communication 52

Communication 52

Gainsight

JANUARY 25, 2023

The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Yet if you asked 100 SaaS CEOs to define a CCO’s roles and responsibilities , chances are you’d get 200 answers.

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Chief Customer Officer Customers Self Service Effort Score 52

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Delighted customers are more likely to be loyal to your brand and refer your business to friends and family. But delighting your customers doesn’t just happen magically. Even the best managers have blind spots. There may be areas of your customer journey that look great from the employee’s perspective, but look entirely broken from the customer’s side.

Feedback

CSM Magazine

JANUARY 25, 2023

If the festive season left your frontline staff frazzled, now is the time to give them a welcome energy boost. Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Despite the cost-of-living crisis, research from Statista predicted that retail sales during the holidays were expected to reach more than £82 billion in the UK, the busiest shopping period of the year when customer queries typically increase dramatically.

Self Service 52

Self Service Customer Experience Analytics Customer Centricity 52

My Customer

JANUARY 25, 2023

Recent news articles are telling us that the world of voice assistants is struggling, with the latest industry murmurings involving Amazon’. 25th Jan 2023 By Phil Jordan AI & Automation Specialist/Head of.

Industry 52

Industry 52

Zonka Feedback

JANUARY 25, 2023

Consider this – you go to an event and are asked to share feedback after the event by typing in the URL in your phone. Or you may be asked to wait in line to share feedback on a kiosk device. Chances are, you would not be willing to share feedback because does anybody even put so much effort anymore just to share feedback?

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Survey Feedback Customers 52

MyCustomer

JANUARY 25, 2023

Loyalty Companies never read feedback, customers complain

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Feedback Company Customers Consumers 87

Advertiser: ZoomInfo

Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.

Sales

My Customer

JANUARY 25, 2023

It’s no secret that today’s contact centre advisors are under immense pressure. It's time to take a data-led approach with science-based.

Data 52

Data Management 52

Forrester's Customer Insights

JANUARY 25, 2023

Yesterday, the Justice Department and eight states sued Google, accusing the company of illegally abusing its monopoly on the technology that powers online advertising. According to the Department’s complaint, Google’s dominance enables the company to take at least $0.30 of every dollar spent using Google’s advertising technology.

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Advertising Marketing Technology Company 49

West Monroe

JANUARY 25, 2023

Faced with tumbling stock prices, constricted debt markets, and tighter revenue streams, public software companies are struggling to right their lopsided balance sheets—and for the first time in a decade are looking beyond growth for growth’s sake and instead toward long-term financial stability. The pivot comes after several years of historic growth, with software companies benefitting from favorable credit, significant PE and venture capital funding, and generous R&D budgets to

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