Sat.Jan 30, 2021 - Fri.Feb 05, 2021

1 Thing All B2B Companies Can Do To Improve The Customer Experience

Kerry Bodine

This morning I sent an email to my payroll provider. Not to a generic inbox, but to the real live person who’s assigned my account. A moment later, I received the following auto response: “XXXXX XXXXXXX is no longer employed with us.

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How to Cheat Your Customers – or Not!


Why do companies still try to cheat their customers? Is it because they think we won’t notice? Or do they think there are enough people willing to buy their brand for the first time, that they don’t need to worry about getting that second purchase?

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2020: The Year that Changed Customer Service and the Customer Experience, Forever

NICE inContact

In 2020, contact centers around the world tore up their customer service scripts. From Fortune 500 companies to small businesses to nonprofits, public-facing organizations faced a daunting task.

How to prove the ROI of digital customer feedback


Three ways to prove the return on investment of your ecommerce feedback program. Articles

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Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

32 Ways To See If You Can…

Steve DiGioia

More Trending

Robust Customer Service Solutions Enhance the Evolving Customer Journey

NICE inContact

When we talk about the "customer experience", some also think "customer journey" and mistakenly use these interchangeably. These terms can be confusing and difficult to follow, but it’s actually a simple distinction. First, yes, they are two different things. Second, yes, they both require your attention. What’s important to realize is that the journey is much more insightful for business planning and growth because it offers a more detailed look at every move the customer makes.

Riding the wave: Advice from finance to maximize the impact of your CX program


Recommendations for getting finance alignment and support to meet your CX goals in 2021. Articles

How Dunkin Donuts Made the Super Bowl Better – Tip #27

Steve DiGioia

Earlier today I got into a silly conversation with a friend about one of the biggest issues that we face today – Which donuts are better, those from Dunkin Donuts or Krispy Kreme?

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ProfServ Traction: Experience Design with Mike Wittenstein


Mike Wittenstein is the founder of StoryMiners, a consulting firm in Atlanta, Georgia. They help businesses translate strategies into customer experiences. Previously, Mike was a media personality and spokesperson for IBM. We discuss how StoryMiners utilizes design to create value for customers and the frameworks behind their processes. You can listen to the podcast here. Timestamps. [01:19] 01:19] Mike Wittenstein’s journey into entrepreneurship. [03:06] 03:06] Business lessons from IBM. [05:29]

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Learn From West Elm’s Missed Opportunity

Heart of the Customer

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience.

Top UX metrics you should be using


Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them. Videos

CX Success Stories – Butler Ag Equipment

Daniel Group

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers.

2021: Emerging AI trends in the telecom industry


No longer limited to providing basic phone and Internet service, the telecom industry is at the epicenter of technological growth, led by its mobile and broadband services in the Internet of Things (IoT) era. This growth is expected to continue: the IoT telecom services market was estimated to grow from $2.90 billion in 2016 to $17.67 billion in 2021, at a CAGR of 43.6%. The driver for this growth? Artificial intelligence (AI). Emerging trends in telecom sector.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Are You Consistently Taking Your Customers Breath Away?

Wired and Dangerous

In today’s hyper-competitive market customers long for organizations, they can trust. They trust organizations who consistently deliver great experiences. The kind of experiences that take their breath away! We believe there are three ingredients that create this superb customer service experience greatness recipe. Those ingredients are: the dream, the drive, and the discipline. .

PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year

ppt solutions

TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of.

The Problem Isn’t the Employee, It’s the System


Here’s a true story shared by my friend and speaking colleague Beth Terry. The short version is that there is a doctor, who is probably a good doctor. But he’s a terrible boss.

TechSee AI Team – Blazing new paths in AI innovation


TechSee has been out there since 2015 driving change with innovation, working to make a difference. How, what and why? In a nutshell, we’re reinventing and revolutionizing AI-powered remote support capabilities. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

People with the Strongest Relationships are the Most Happy

The DiJulius Group

6 Quick Tips to Help you Make Price Irrelevant 1.

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It’s time to Blend CX and Marketing

Daniel Group

It’s time to Blend CX and Marketing. Are you ready to blend your CX and Marketing plans for 2021? It is time to link the two for business success and happy customers! As you may know, CX continues to gain influence over price as a differentiator.

5 Top Customer Service Articles For the Week of February 1, 2021


Each week I read a number of 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.

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7 Tips For Building Effective Customer Loyalty Programs

Vanilla Forums

When we talk about loyalty, it’s likely that the first thing that manifests in your mind is expectations. Loyalty is something that you expect from your significant other, your employees, your partners, and definitely, your customers.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

How to Build the Business Case for Customer Success


Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors.

Reap the Benefits of Working Smarter, Not Harder


The idea of working “smarter” rather than harder is not a new one—in fact, it has become so entrenched in our consumer-focused culture that virtually every new gadget on the market comes complete with its own promise of saving the buyer time and effort.

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Guest Post: 5 Tips to Improve a Bad Customer Experience


This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences.

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Loyalty and Retention Are Not Synonyms


Loyalty and retention are not the same, but they are definitely related.

Considerations When Building Multilingual Communities

Speaker: Adrian Speyer, Head of Community for Vanilla

Communicating in your native language is very powerful and can make customers feel welcome and heard. However, creating multilingual communities online is not just important - it’s complicated. Successfully supporting customers in their own language goes much further than just translation; there are many things to consider. Join us on March 9th, 2021 at 12:00 PM ET, as Adrian Speyer, Head of Community for Vanilla, shares his years of experience in creating and working with companies looking to create global communities. He will unveil his secrets for your success and the things to watch out for when you decide to dip your toes into creating multilingual communities.