Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

MyCustomer

APRIL 4, 2023

Voice of the Customer Why customer listening goes wrong & how to fix it

How To 101

How To Customers 101

Retently

APRIL 11, 2023

There’s no better measure of your business’s overall health and ability to grow than customer satisfaction. A thriving company hinges on happy customers and one of the most reliable ways to gauge their satisfaction is through a consistent NPS process. Satisfied customers translate into growth through word of mouth. They mean that your product or service delivers significant, measurable benefits.

Net Promoter Score 158

Net Promoter Score Survey NPS Customer Satisfaction 158

eglobalis

APRIL 24, 2023

$402bn is on the table for brands that simplify their CX and EX – Customer experience The post U$ 402bn is on the table for brands that simplify their CX and EX – here’s why appeared first on Eglobalis.

Brands 118

Brands Customer Experience Measurement Metrics 118

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

Team Support

APRIL 24, 2023

As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.

Software 98

Software Customer Experience Self Service Chatbots 98

eglobalis

APRIL 10, 2023

The beauty (and challenges) of European cultural differences in CX The post The beauty (and challenges) of European cultural differences in CX appeared first on Eglobalis.

Culture 152

Culture Customer relationships Innovation Loyalty 152

Happy or Not

APRIL 11, 2023

When thinking of what it is that makes up the customer experience, it can really be narrowed down to the 3 P’s: People, Product, and the newcomer to the group, Presentation. Why Presentation? While process is and remains an important element in delivering a good experience, is not something that the customer technically sees when visiting your store.

Retail 69

Retail Customer Experience Feedback Customers 69

MyCustomer

APRIL 13, 2023

Loyalty CX Leader Session: CX & the cost-of-living crisis

Customer Experience Management 74

Customer Experience Management Customer Experience Management Loyalty 74

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses. Customer experience is a key aspect for companies trying to increase sales, satisfaction, and referrals.

Insurance 98

Insurance Industry Customer Service Competitive Advantage 98

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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.

Customers

C3Centricity

APRIL 4, 2023

Emotional Intelligence, or EQ, has emerged as a critical factor in driving business growth by enabling organisations to develop more meaningful customer relationships. In today’s ever-changing business environment, organisations seek innovative ways to differentiate themselves from their competitors. While many companies focus on improving their products, services, or technology, the key to long-term success lies in understanding and engaging with customers at a deeper level.

Innovation 213

Innovation Customer relationships Technology Management 213

Comm100

APRIL 12, 2023

Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.

Healthcare 208

Healthcare Video Communication Government 208

Steve DiGioia

APRIL 3, 2023

Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Example: The other day, my family and I entered a restaurant for a late lunch.

Sports 162

Sports Course Customer Service Survey 162

ShepHyken

APRIL 11, 2023

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

Sports 136

Sports Customer Service Customer Service Training Customers 136

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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.

Communication

eglobalis

APRIL 18, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Peel back the layers of many successful customer experience strategies and you'll find that accountability sits with the Chief Customer Officer (when they have one). It also sits with the Chief Design Officer (or equivalent). Collaboration between the [.] The post Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX appeared first on Eglobalis.

Chief Customer Officer 137

Chief Customer Officer Strategy Customer Experience Customers 137

The DiJulius Group

APRIL 3, 2023

At most companies, policies and processes are put in place to deal with employees who exhibit sloppy, unprofessional, or irresponsible behavior. But if you avoid or move these people out, you don’t need so many rules. If you build an organization made up of high performers, you can eliminate most controls. The denser the talent, Read Full Article The post Want Your Leaders To Be More Successful?

Policies 129

Policies Groups Company 129

ECXO

APRIL 2, 2023

Improving Customer Experience though Continuous Loop Improving Customer Experience though Continuous Loop Although the concepts of Continual Service Improvement and Closing The Loop have different roots they share the fundamental focus on gathering input and feedback for insights on how to improve the way organizations create and deliver products and services to customers.

Net Promoter Score 128

Net Promoter Score Effort Score Customer Satisfaction Analysis 128

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.

Call Recording 113

Call Recording Interaction Management Company 113

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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?

Customer Experience

Clarivate

APRIL 27, 2023

Our latest Global Research Report from the Institute for Scientific Information (ISI) , “U.S. research trends: The impact of globalization and collaboration,” raises important questions about how well past investment has prepared the U.S. scientific enterprise to achieve its goals. Our findings suggest that while the U.S. remains a leading science and technology power, it must acknowledge its shrinking domestic research capacity and work collaboratively with resourceful competitors to maintain i

Government 105

Government Trends Healthcare Resources 105

ShepHyken

APRIL 4, 2023

The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.

Tips 123

Tips Self Service Hotels Customer Service Training 123

Totango

APRIL 18, 2023

Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h

Innovation 98

Innovation Customer Success Customer Journeys System 98

Adrian Swinscoe

APRIL 28, 2023

This is a guest post by Michelle Huff, Chief Marketing Officer at UserTesting. With many physical bank branches closing, customers are forced to migrate to digital […] The post Why customer empathy is key to ensuring the older generation have a seamless digital banking experience first appeared on Adrian Swinscoe.

Banking 98

Banking Customer Experience Customers Marketing 98

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.

Customer Insights

BirdEye

APRIL 26, 2023

You probably remember receiving an email from a friend saying, “Use my link for a discount!” And they shared a link with you from a shop or brand they want you to try. That link is what’s called a referral link. It’s a special URL created exclusively for that one person to share with their friends via email, social media, text, and other channels.

Social Media 98

Social Media ROI Advertising Return on Investment 98

DemandJump

APRIL 19, 2023

Most content marketers can attest to the fact that increasing your rankings on Google search engine result pages (SERPs) is one of the most effective strategies to get more organic traffic coming into your website. And in the long run, growing your organic traffic leads to more prospects, conversions, and revenue for your business. Who doesn’t want results like those?

Strategy 98

Strategy Marketing 98

2020 Research

APRIL 18, 2023

Finding valuable insights buried in your tracker projects just got easier! Methodify’s partnership with KnowledgeHound enables you to leverage its consumer-grade analysis tools on a project-by-project basis or as part of a comprehensive package, helping you find insights faster and more efficiently while reducing costs. Perform efficient search and analysis on respondent-level survey data.

Comparison 98

Comparison Analysis Consulting Report 98

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

Insurance 103

Insurance Customer Service Training Meeting Leadership 103

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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.

Self Service

Feedbackly

APRIL 20, 2023

If customers are the lifeblood of a business, their satisfaction is what will keep it running. It is important that brands keep track of customer satisfaction consistently to identify what they do well and focus on what they could do better. CSAT is one of the popular metrics used for this purpose. But does it cover everything you need to keep your customers happy?

Customer Satisfaction 98

Customer Satisfaction Metrics Feedback Survey 98

Magellan Solutions

APRIL 28, 2023

Top 7 Benefits of Outsourcing Administrative Functions for Insurance Companies Insurance companies encounter a variety of challenges nowadays. Increasing client demands, ever-changing regulations, and competition are some of the difficulties. Outsourcing administrative functions for insurance companies has been a proven strategy to consider. With the rising inflation, insurance companies are looking for ways to reduce costs.

Insurance 98

Insurance Company Policies Call Center 98

BirdEye

APRIL 28, 2023

Are you an insurance provider who is looking to increase your revenue? If so, then effective insurance marketing strategies are the way to go. These strategies aren’t just about getting more clients, it’s also about retaining existing ones and making sure they keep coming back for more. Fortunately, there are a number of ways to do this. In this blog post, we’ll be discussing seven different strategies that can help you boost your business’s profits and get the most out of every client int

Insurance 98

Insurance Strategy Marketing Social Media 98