GetFeedback

SEPTEMBER 30, 2020

Feedback 448

Feedback 448

Totango

OCTOBER 1, 2020

Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications. By maximizing this communication , you can strengthen your customer relationship and increase customer loyalty. Executing the right type of customer engagement for the right type of customer means you can demonstrate value quickly and promote lasting growth that benefits both your customer and you

Customer Engagement 71

Customer Engagement Engagement How To Resources 71

Strikedeck

OCTOBER 1, 2020

Kristen gives practical advice on ways to build a stronger program with your product team.

Customer Success 98

Customer Success Customers 98

Steve DiGioia

OCTOBER 1, 2020

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for. Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done.

Tips 264

Tips Report Examples Company 264

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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

GetFeedback

SEPTEMBER 27, 2020

A look into the new-normal customer and how to meet their evolving expectations.

Customer Experience 459

Customer Experience Meeting Customers How To 459

CXS

OCTOBER 2, 2020

Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward. One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020.

B2B 195

B2B Customer Experience Customers 195

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. Since most of a contact center’s operating costs are related to staffing, the easiest and quickest ways of tightening the belt are to cut headcount or shut down live support channels.

Call Center 196

Call Center Self Service Strategy Contact Center 196

GetFeedback

SEPTEMBER 28, 2020

Learn how to build customer service surveys and create an exceptional customer experience that will help your business thrive.

Survey 195

Survey Customer Service Customers Customer Experience 195

NICE inContact

OCTOBER 2, 2020

October 5-9 is National Customer Service Week and we are joining the celebration—the joys, the challenges, the endless rewards of customer service done right. To us, this year’s theme, Ignite a CX Celebration, seems especially relevant—and to be honest, a little poignant, because it recognizes that the customer experience in 2020 has been like no other.

Customer Service 156

Customer Service Customers Customer Experience Call Center 156

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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

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Customer Journeys 178

Customer Journeys Groups Consulting Exercises 178

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services. Manufacturing. …So we can’t really do this or think about it in the ways you want us to.” I understand.

Healthcare 143

Healthcare B2B Industry B2C 143

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we recognized at our C3 online event — and awarded with cold, hard cash! —the organization that best used Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

NICE inContact

SEPTEMBER 29, 2020

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

CRM 156

CRM Contact Center Data Customer relationships 156

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

Alida

SEPTEMBER 28, 2020

Q&A with Senior Director of Brand, Kristin Dorsey.

Brands 246

Brands 246

Beyond Philosophy

SEPTEMBER 26, 2020

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt? We do these things because we often overestimate how much variety we want in the future.

Customer Journeys 158

Customer Journeys Policies Consulting Customer Experience 158

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. So for the second year in a row, we’ll recognize at our upcoming C3 online event — and award with cold, hard cash! —the organization that best uses Calabrio Analytics to turn contact center data into actionable insights and tangible results.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

NICE inContact

SEPTEMBER 28, 2020

No matter how much QA and UAT are built into our process, end users out in the real world will inevitably find things we missed or see better ways to perform functions, so we take a lot of interest in the feedback that comes through this channel. In fact, it's so important to us that we created a special forum within our Customer Community, called IdeaConneXion, to gather user-generated ideas and foster collaboration between users and product owners.

Roadmap 156

Roadmap Feedback Customers 156

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Customer Experience

CXS

OCTOBER 2, 2020

Springtime 2020, the world sees a collapse in its economy affecting a variety of businesses. Several regions took part in lockdowns to keep its patrons and employees safe. And while “flattening the curve” hugely impacted these businesses, there was a … The post Retailers and E-commerce Sectors Experience a Rise in Customer Service Inquiries appeared first on CX 2020.

Retail 130

Retail Customer Service Customer Experience Customers 130

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate.

Customer Experience 127

Customer Experience Call Recording Trends Consumers 127

ShepHyken

SEPTEMBER 30, 2020

It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. This year it’s October 5-9. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Course 125

Totango

OCTOBER 2, 2020

The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior. During difficult times, it is especially important to understand what is going on inside your customer’s mind, as well as what is going on inside their business.

Customer Retention 118

Customer Retention Effort Score Customers Resources 118

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Tips

Kustomer

SEPTEMBER 29, 2020

While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. According to research conducted by Kustomer in April 2020, 79% of customer service organizations reported that COVID-19 had impacted them significantly.

Average Handle Time 116

Average Handle Time Consumers Report Customer Service 116

Zeisler Consulting

OCTOBER 1, 2020

I once had a mentor whose cubicle walls were covered in certificates and evidence of completion of training and qualification. People considered him a bit of an egotist and obsessed with certifications. Credentialism is a thing, after all. But I asked him once about all his accreditations. He said, “Some people say, ‘Sure, well you’re just good at taking tests,’ and I say, ‘Yea, I am, I guess.

Leadership 93

Leadership Industry Customer Centricity Course 93

Wired and Dangerous

SEPTEMBER 28, 2020

I once had a wonderful colleague whom I worked with as a co-facilitator of workshops with senior leaders. He was a very bright and confident presenter who could lead a spirited discussion with the most challenging participant. He also loved to tell stories. . His stories were typically long and detailed. But, he never learned an important storytelling principle: enchanting participants to join him on a long, detailed fable only works if the story’s punch line is insightful or compelling en

Customer Journeys 91

Customer Journeys Customers Customer Experience Customer Expectations 91

SurveySparrow

SEPTEMBER 26, 2020

You would think that the best sales strategy for a good sales team is to get people talking. If only you could contact your lead, you could convert them. However, a lot depends on how primed a customer is to be converted. The talk-first strategy often leads to inefficient sales. Thankfully, there is an easy way to increase efficiency and supercharge your sales: a pre-sales questionnaire. .

Sales 105

Sales Survey How To Chatbots 105

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

Vanilla Forums

OCTOBER 2, 2020

“How to unclog a kitchen sink”. “How to clean a gutter”. “How to do a Windsor knot”. Each and every one of us has a problem in our lives we need a solution for, and what better place to turn to than Google? Search engines provide us with instant fixes in the privacy of our own homes. It’s no wonder then, that the most popular search queries begin with those two magical words: “how to”.

Tips 98

Tips How To 98

BirdEye

OCTOBER 2, 2020

Fall is back, and BirdEye is springing forward into more awards. For the 11th consecutive quarter, G2 Crowd recognized BirdEye as a leader in customer experience management with 120 awards in 10 categories. In the G2 Fall 2020 awards listing, we received praise as the overall leader in online reputation management, local SEO, enterprise feedback management, local listing management, live chat, local marketing, mobile marketing, and SMS marketing.

Meeting 98

Meeting Chatbots Customer Experience Management Feedback 98

Bold360

OCTOBER 2, 2020

Every customer expects fast and accurate service. But too often customers who contact a business are put in a queue where they must “wait for the next available agent.” If the customer’s issue can’t be resolved by the first available agent, the service team transfers the customer around like a hot potato until the “right” agent can be found to mercifully resolve the issue.

Chatbots 98

Chatbots Self Service Contact Center Average Handle Time 98