Sat.Jul 17, 2021 - Fri.Jul 23, 2021

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7 Knowledge Management Best Practices That Drive Great Customer Service

Uniphore

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas.

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5 Common Customer Support Inefficiencies & How to Solve Them

Solvvy

If there’s one thing that makes managers’ and owners’ skin crawl, it’s inefficiency. Business leaders are constantly on the prowl to find ways to reduce expenses, improve profits and get their entire team to work smarter. Unfortunately, many companies find themselves with the same customer support inefficiencies time and time again.

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How to Engage Customers on Instagram

Conversocial

It’s a platform built for consumers to follow, engage and connect with their favourite brands. Of the 1bn monthly active users, 90% of them follow at least one business, with 200m+ business accounts being visited every day. It’s mind-blowing numbers like this that should convince you that an Instagram for Business account is a no-brainer for any brand.

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How Customer Listening Assessments Create Better CX

Experience Investigators by 360Connext

How Customer Experience Maturity Develops. There is a natural arc to how an organization matures when it comes to customer experience. Let’s look at a common example scenario: First, it starts with an idea: customers are important! We should pay more attention to them. Next, it moves to what can be done. Typically, this means collecting customer feedback.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Customer Experience for Insurance Providers Requires a Human Touch

Alida

Eighty-five percent of insurers are deploying customer experience (CX) initiatives throughout the customer journey, according to an IBM study. Yet, 42% don’t fully trust their insurer. So, why aren’t current CX efforts building trust? They aren’t sufficiently demonstrating that they understand their customers.

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11 Customer Service Leaders We Can All Learn From

Steve DiGioia

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. I was amazed at how warm and welcoming they were and their willingness to embrace, support, and welcome me into their fold. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking.

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Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. As a result, they stick with the channels that have worked for them in the past, without putting much thought into whether that channel is also right for their future.

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The Shortest Customer Service Keynote Speech Ever!

ShepHyken

I’ve written about today’s topic before. The idea I’m about to share is really common sense. Even if you didn’t read my past articles or watch my videos about this, you still know and understand it. Yet, it’s worth bringing up again, as I have a new twist on it. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered.

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5 Steps to Building a Seamless Customer Experience

Alida

A seamless customer experience gets delivered when you answer the questions your customer is asking. It’s as simple as that. Getting there, however, takes a lot of work.

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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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Best Advice From Great Podcasters

The DiJulius Group

Great Commencement Speech One of my favorite bloggers and podcasters, Scott Galloway wrote a great piece called Advice to Grads: Be Warriors, Not Wokesters. Here are a few of my favorite lines: “Don’t do what you are asked to do, but what you are capable of doing…Get strong, really strong. You should be able to. Read Full Article. The post Best Advice From Great Podcasters appeared first on The DiJulius Group.

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Here’s How to Remove Reviews from Facebook

ReviewTrackers

Why Remove Reviews from Facebook? Facebook might have been created for users to be able to show their friends cute photos of dogs and cats, or share funny Anchorman and crying Michael Jordan memes. But if you’re using Facebook for business , the social network is, more seriously, a platform for connecting and engaging with potential and existing customers.

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Guest Post: How to Use an LMS for Employee Skill Development

ShepHyken

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis. According to a study from the Society for Human Resource Management , 83% of HR professionals noticed a decline in the quality of job applicants, with one-third citing a lack of technical abilities. .

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Building Sales Confidence is Everything

Integrity Solutions

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently. Confident salespeople believe in themselves. They’re secure in the knowledge that they have what it takes to deal with whatever challenges or setbacks come their way—and they behave accordingly.

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The State of Customer Onboarding 2024

Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

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Is Customer Experience Really The New Marketing? Join The debate!

Beyond Philosophy

In a discussion that echoes the age-old chicken vs. egg conversation sentiment, we engaged in a debate. After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Sherman and I have a difference of opinion.

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Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family

Kate Nasser

Daily ways to honor work colleagues, customers, employees, friends, family to build sustainable relationships. by Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Daily Ways to Honor Work Colleagues, Employees, Customers, Friends, Family appeared first on KateNasser.com.

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Amazing Business Radio: John Ball

ShepHyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping. Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done).

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Why Coaching? The Business and Personal Cases

Integrity Solutions

When your people feel understood and appreciated, they will be intensely loyal to the manager who has demonstrated care and interest in their development. When you hear the word “coach”, what comes to mind? We often associate “coach” with a sports analogy. However, the origin of the word speaks to a different level of understanding. Historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be.

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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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Uplight Values in Action: Boulder Commons

Uplight

Uplight’s core values shape who we are as a company and how we interact with each other, our customers, and our partners. Our core values are: Do the Right Thing, Impactful Progress, Grow, and One Team. Each month we highlight a story about how an Uplight team member(s) has shown us what it means to Read More. The post Uplight Values in Action: Boulder Commons appeared first on Uplight.

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How to Build a Line Chatbot Without Any Coding

kommunicate

LINE is a freeware app for instant communications on electronic devices such as smartphones, tablet computers, and personal computers. It supports messaging, free voice, and video calls. The biggest benefit of using LINE is it provides free access to free messaging and calling. LINE has more than 200 million monthly active users and it has [.]. The post How to Build a Line Chatbot Without Any Coding appeared first on Kommunicate Blog.

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5 Top Customer Service Articles of the Week 7-19-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Should the Chief Experience Officer Cease to Exist? by Mary Drumond. (Linkedin Pulse) The Wall Street Journal recently released an article called “Some Chief Experience Officers Want To Make Their Jobs Disappear” where they interviewed Chief Experience Officers and Chief Cus

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Is Customer Experience Really The New Marketing? Join the Debate!

Beyond Philosophy

I have been engaging with Clubhouse, a social networking app where people can chat about shared interests. One of the great things about Clubhouse is you can have exciting debates. For example, one of the recent debates asked the question, is Customer Experience the new marketing? . We had a guest on a recent podcast, author and keynote speaker Stacy Sherman, to discuss this issue.

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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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Conversion Strategy Mistakes Nearly Every Company Is Making

mopinion

Whether you’re a product marketer, digital marketer or data scientist, you’ve probably heard about CRO. Making its first appearance in marketing circles in the early 2000s, it’s safe to say that conversion rate optimisation is a fairly new practice and many businesses don’t have a conversion strategy. Though since then, conversion rate optimisation has only […].

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FBC Asia Pacific Taps COPC Inc. to Conduct Employee Engagement Services

COPC

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. FBC Asia Pacific’s operations are unique. The company provides both office-based and work-at-home (WAH) solutions with employees reporting from their home offices located throughout the country.

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The Two Key Skills to Hire For in Customer Service Roles

CSM Magazine

Omer Molad, Co-founder and CEO at Vervoe believes that by doing your due diligence and choosing an appropriate skills test, you can determine if candidates possess the right levels of empathy and resilience. Most recruiters want customer service professionals with excellent communication, problem-solving skills, as well as a willingness to learn. But in an industry where you can expect to have difficult conversations with customers several times a day, there are two attributes that recruiters s

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What Is Ideation? How Can It Help My Business?

Vanilla Forums

Ideation is defined as the process involved in generating ideas, including gathering information on ideas and collecting thoughts about those ideas. Ideation is used to make improvements to existing products or services, in addition to generating new ideas and concepts for future developments.

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How Personalized Customer Experiences Drive Retail Growth and Revenue

Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach

More and more, customers are expecting a better personalized CX. But can retailers actually deliver? Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. So what are the potential solutions? Join us to gain a better understanding of the current retail landscape and learn what you can do to translate personalization strategies into practical implementatio

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Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

Setting rules of engagement saves your team time, money, and energy. By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Laying ground rules for how teams work together leads to greater productivity and efficiency while reducing cross-functional friction. You can win more deals faster when teams stay in their operating lanes instead of causing undue congestion, territorial clashes, and destructive road ra

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The Perils of Digital Acceleration

Optimove

Thesis: In the past year-plus, there has been a claim that brands (marketing/commerce/support) and customers (buying habits) have accelerated their digital practices at an astonishing rate – something like five years’ worth of advancement in a few months – as result of the pandemic. The overall feeling has been that this is a positive thing.

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The Age of Online Communities: How to Create Branded Communities and Why You Should Bother

CSM Magazine

Henry Spitzer, VP of Sales at Lusha explains how community building is a powerful and cost-effective way to increase retention by creating a central destination for users to find support, advice and best practices. The Bare Basics. Bailey Richardson, the legendary community builder for Instagram, defined an online community as “ simply groups of people who keep coming together over what they care about.

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