Sat.Sep 11, 2021 - Fri.Sep 17, 2021

35 Website Survey Questions to Ask Your Customers in 2021

ProProfs Chat

Be it a startup or a multi-million dollar company; a website is the starting point of contact between your brand and customers. . Research suggests that it takes just about 50 milliseconds for users to judge your website and decide whether they want to stay or leave. .

5 Best Practices for Building Customer Relationships With Messaging Channels

Conversocial

I regularly research and write articles that eulogise about the importance of building customer relationships.

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EVI vs. NPS – Which CX Metric is Better?

Feedbackly

If you have implemented a CX strategy for your business, you would know that CX metrics are an important aspect of it. They help. Insight customer experience CX metrics emotional experience emotional value index EVI KPIs net promoter score NPS

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4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

Small business leaders wear a lot of different hats and juggle multiple responsibilities. CRM Contact Center Management Contact Center Trends & Insights

UC, Contact Center Integration Drives Business Value

How extensive is integration, and how are companies leveraging it—both technically and operationally? In this whitepaper, you’ll receive in-depth insights on how companies are utilizing integrated platforms in their day-to-day operations and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Digital Transformation in Customer Service – Why You Can’t Afford to Ignore it (Part 1 of 3)

Comm100

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.

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Would Customers Pay to Do Business with You?

Shep Hyken

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?

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How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

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!

The Ultimate Guide to Small Business Customer Service

Help Scout

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.

Traditional to digital: the evolution of digital marketing strategy

Perceptive

Marketing has changed—and we're the ones changing it.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Amazing Business Radio: John Jantsch

Shep Hyken

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.

How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.

Remote Work: The Art of Keeping your Agents Engaged and Performing

NobelBiz

With the advent of cloud-based solutions, companies and contact centers have been able to swiftly restart their operational flow in the context of remote work.

Choosing a Business Process Outsourcing Partner

Helpware

Choosing the right business process outsourcing partner is key to taking your business to the next level. The best partners share common characteristics

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Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills

Kate Nasser

Impersonal medical care undermines patient trust & follow-up. Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com.

Your Next CX Hire…Shouldn’t Be a CX Hire

Heart of the Customer

As we interviewed hundreds of customer experience professionals across scores of organizations for our research initiative last year, we looked for what indicated the ability to drive impact.

Guest post: 5 myths of Digital Customer Success

inSided

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it!

Advocating for People in a Profit-Driven World

dscout People Nerds

[dscout x HmntyCntrd] It starts with small acts of support, resistance, and introspection, at a daily level

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Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand

Daniel Group

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.

Guest Post: 5 Tips to Enhance the Customer Experience

Shep Hyken

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

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Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Help Scout

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years.

How do you find the right customer experience KPI for your company?

MyCustomer

Engagement How do you find the right CX KPI for your company

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Learn What Influences Customer Satisfaction in Order to Increase Retention

Totango

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

Getting Customer Success Comfortable with Sales Conversations

ChurnZero

When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.”

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Social Media – not the best way to complain

Helen Dewdney

I keep saying that social media isn’t always the best way to complain! This has been borne out in recent a survey of more than 5,000 people undertaken by the consumer organisation Which?

5 Top Customer Service Articles of the Week 9-13-2021

Shep Hyken

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.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!