TechSee
SEPTEMBER 7, 2021
When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and customer experience.
InMoment XI
SEPTEMBER 28, 2021
Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Some will point to their monthly newsletter or discount program to demonstrate their efforts.
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Experience Investigators by 360Connext
SEPTEMBER 21, 2021
This article is sponsored by PayPal. ne·glect /n???lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word. It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first.
Alida
SEPTEMBER 14, 2021
As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams. However, we've identified a number of trends that are leading to insights professionals and researchers turning towards this visual and interactive method of displaying data and telling stories. So why is this happening?
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
Comm100
SEPTEMBER 25, 2021
The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation. With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
ShepHyken
SEPTEMBER 15, 2021
Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.
InMoment XI
SEPTEMBER 30, 2021
What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that. Email survey invitations especially have a hard time convincing the customer to even open the invitation.
Michel Falcon Experience
SEPTEMBER 2, 2021
To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,… The post #10: Lessons on Building a Team: Be Surgical in a Sea of Spray and Pray appeared first on.
Eptica
SEPTEMBER 24, 2021
Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Comm100
SEPTEMBER 13, 2021
Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.
Doing CX Right
SEPTEMBER 20, 2021
Businesses need to take extra care of high-value customers, or they'll go to a competitor Read & apply customer appreciation best practices. The post Not All Customers Are Created Equal appeared first on Doing CX Right.
ShepHyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
InMoment XI
SEPTEMBER 23, 2021
Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? Additionally, why are CX programs (especially those that drive Experience Improvement (XI)) ideal for building a reputation that your existing customers will love and that new customers will find enticing?
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.
Help Scout
SEPTEMBER 14, 2021
With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea
Thematic
SEPTEMBER 12, 2021
NPS, CSAT, CES.it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more.
Comm100
SEPTEMBER 28, 2021
Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.
ReviewTrackers
SEPTEMBER 23, 2021
Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. The 2018 American Customer Satisfaction Index (ASCI) reported that American now spends more than half of their food budget on dining out, which puts the annual sales projection for the restaurant industry at nearly $800 billion.
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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?
ShepHyken
SEPTEMBER 29, 2021
Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?
Eptica
SEPTEMBER 17, 2021
Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.
Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
Thematic
SEPTEMBER 1, 2021
Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? Thematic has just rolled out two new integrations with Zendesk and Intercom. With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights.
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.
Comm100
SEPTEMBER 23, 2021
Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency. However, regulated organizations must have a clear and intense focus on customer experience and loyalty to achieve their business objectives, even as they embrace this new technology.
Myra Golden
SEPTEMBER 17, 2021
Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!
ShepHyken
SEPTEMBER 14, 2021
The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.
Daniel Group
SEPTEMBER 16, 2021
This content is password protected. To view it please enter your password below: Password: The post Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand appeared first on The Daniel Group.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Help Scout
SEPTEMBER 24, 2021
Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management. If your company is splitting responsibilities in a similar way, this post will teach you how to write a customer onboarding specialist job description that attracts the most qualified candidates and get
Doing CX Right
SEPTEMBER 26, 2021
Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.
Comm100
SEPTEMBER 29, 2021
We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service
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