Team Support

DECEMBER 21, 2021

In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space. Live chat software connects businesses with their customers, drives revenue and growth, and provides a universally better experience that drives customer satisfaction. Given the continuous, digital transformation of the business world, the ongoing absence of live chat software only creates a void.

B2B 98

B2B Software Airlines Communication 98

BirdEye

DECEMBER 20, 2021

When you think of a business, what comes to mind? For many people, the word reliable is at or near the top. In fact, a quick Google search on the specific term ‘reliable’ yields 11 billion results. This showcases how important it is when deciding who we do business with. But what about the other way around? When your customers take the time to evaluate your business, you trust they’ve been to your establishment, have used a product of yours, or experienced customer service on some level.

Policies 98

Policies Study Consumers Examples 98

ClientSuccess

DECEMBER 21, 2021

Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making. These numbers are also shared with other departments, executives, and even board members to inform how the business is doing.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

InMoment XI

DECEMBER 21, 2021

This article was originally published on CustomerThink. Santa Claus (with the help of Mrs. Claus) gets much of the credit for spreading Yule joy; but, isn’t it really the elves who are most responsible? Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior.

Customer Experience 529

Customer Experience Loyalty Course Advertising 529

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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

DECEMBER 20, 2021

Technology is often seen by marketing as a disruptor of business as usual, but it isn’t. Technology is in fact an enabler, at least when used properly and appropriately. So what is disrupting business as usual? It’s the customer, especially in industries that are not customer-centric. It was Marco Pacheco , Executive Director at JP Morgan who first inspired me to talk more about this aspect of a customer-first strategy, when he shared the slide on the right on LinkedIn a few years

Technology 218

Technology Strategy Customer Centricity Hotels 218

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end. Unfortunately, we are still not at that point in time neither now, nor is it likely we will be very soon.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent.

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

Beyond the Arc

DECEMBER 20, 2021

As we look out over the horizon of 2022, one thing is clear — we can only move forward. We won’t just dust off old habits, even for workers who finally return to the office. As individuals, our mindset, our needs and our priorities have shifted. And companies in technology, financial services, logistics, and [.]. The post 6 fintech and technology trends that will redefine CX in 2022 appeared first on Beyond the Arc.

Trends 145

Trends Technology Financial Company 145

ShepHyken

DECEMBER 22, 2021

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. We welcome him back this week with a simple feedback technique connected to his Three N strategy that will help you motivate and keep your best employees. .

Customer Service Training 130

Customer Service Training Leadership Video Feedback 130

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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

Zeisler Consulting

DECEMBER 22, 2021

I was flying home to Denver a few months back from a business trip. It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. It was a mechanical issue, not weather, so we were a flight that was alone in its circumstance.

Airlines 93

Airlines Travel Course Connections 93

Totango

DECEMBER 21, 2021

Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates. Here we’ll look at the concept of milestone messaging and how it applies to key stages in your customer lifecycle.

Customer Success 105

Customer Success Management Net Promoter Score Effort Score 105

Doing CX Right

DECEMBER 24, 2021

Nick Webb, author, and inventor with 40 US Patents explains how to attract & keep customers happy based on a lifetime of study and application. The post Eliminating What Customers Hate For Scalable Growth appeared first on Doing CX Right.

Study 100

Study Customers How To Customer Experience 100

ShepHyken

DECEMBER 24, 2021

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?. Cyber security is important now more than ever with cyber-attacks becoming more and more common.

Call Center 123

Call Center How To Contact Center Policies 123

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.

Retail

Zonka Feedback

DECEMBER 23, 2021

Feedback through QR codes has become one of the most favorable ways to understand and improve people's experiences with brands. And especially during the COVID-19 pandemic, the number of interactions using QR codes increased by 94%. So, if you're considering putting a QR code feedback program in place, you're on the right track.

Feedback 98

Feedback Interaction Brands 98

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. But add to that a lingering global pandemic and crushing labor and supply shortages, and you’ve got a recipe for disaster. .

Customer Success 98

Customer Success Financial Exercises Customers 98

Adrian Swinscoe

DECEMBER 21, 2021

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]. The post Genesys is aiming to transform not only customer experience but employee experience too first appeared on Adrian Swinscoe.

Employee Experience 98

Employee Experience Customer Experience Connections Customers 98

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. And it’s been well received… @TranBC @DriveBC thank you for your great social media presence.

Customer Care 98

Customer Care Transportation Social Media Government 98

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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.

Customers

Zonka Feedback

DECEMBER 23, 2021

Polls are an excellent way to know the opinions of other persons, especially when you have a large pool audience. When we talk about online meetings and web conferences, it becomes an even more effective way to establish good communication and engagement during online sessions.

Conference 98

Conference Meeting Communication Engagement 98

Optimove

DECEMBER 19, 2021

Optimove’s segmentation abilities, orchestration capabilities, and testing tools allowed Stake to move from manual, spray-and-pray email campaigns to reactive, relevant campaigns that maximize personalization by being sent automatically to granular micro-segments. Over 58% of Stake’s segments include less than 50 customers, which results in highly personalized campaigns.

Tools 98

Tools Customers 98

ChurnZero

DECEMBER 20, 2021

Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content. But we know it’s not likely that you were able to catch it all as its been a whirlwind of a year. So instead of living with FOMO, we’re bringing you a recap of the top webinars you all enjoyed the most from us this year.

Chief Customer Officer 98

Chief Customer Officer B2B Leadership Customer Success 98

NobelBiz

DECEMBER 20, 2021

Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws. In this article, we go unveil 5 ways to optimize and reduce your Call Abandonment Rate. The post 5 Ways To Optimize Call Abandonment Rate For Contact Centers appeared first on NobelBiz®.

Abandon Rate 98

Abandon Rate Contact Center Metrics Contact Center Software 98

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Tips

Zonka Feedback

DECEMBER 20, 2021

The G2 Winter 2022 Reports are out — and we're ecstatic to share that Zonka Feedback has won 13 awards (including Momentum Leader, High Performers, and Users Love Us) for multiple categories in this quarter, outperforming our previous quarter record when we won 11 awards from G2. ?? ?? ??.

Report 98

Report Feedback 98

CSM Practice

DECEMBER 19, 2021

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems. You need to layout your journey first. What, why, and how are you going to solve the problem at hand needs to be explained.

Customer Success 98

Customer Success How To CRM Software 98

Kapta Customer Success

DECEMBER 20, 2021

The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies. This is especially true if you need to fix a relationship before it's too late.

Customer relationships 98

Customer relationships System Customers Strategy 98

Heart of the Customer

DECEMBER 22, 2021

Last week, I posted my prediction that 2022 will be The Year of Data Integration. So this week, as we prepare to tie a bow on 2021, I want to draw your attention to a handful of posts from earlier this year by Heart of the Customer CTO Shawn Phillips. They offer insights on CX […]. The post ICYMI, Part I: 2021 Tech Roundup appeared first on Heart of the Customer.

Data 78

Data ROI Metrics Analytics 78

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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

Cyara

DECEMBER 21, 2021

Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways. The wheels that have been set in motion aren’t likely to slow down anytime soon, either.

Trends 76

Trends Customer Experience Contact Center Consumers 76

ShepHyken

DECEMBER 20, 2021

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. Talkdesk Research Reveals the Role of Customer Service in Driving Consumer Loyalty Will Expand Beyond Support. (Martech Series) Organizations have emerging opportunities – and threats – to consider as consumer loyalty increasingly takes into account broader relationships to

Customer Service 69

Customer Service Hospitality Contact Center Loyalty 69

Adrian Swinscoe

DECEMBER 20, 2021

Today’s interview is with Justin Vaillancourt is the Chief Technology Officer and co-founder of Dooly, a CRM automation software provider that is making the use of […]. The post CRM systems are not designed with users, and particularly sales users, in mind – Interview with Justin Vaillancourt of Dooly first appeared on Adrian Swinscoe.

CRM 76

CRM System Sales Software 76