Sat.Sep 04, 2021 - Fri.Sep 10, 2021

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

Structuring your Customer Success team

inSided

We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference.

Repositioning CX Strategies

Hello Customer

Customer Centricity

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!

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

More Trending

Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance

TechSee

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

Shep Hyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

The mid-size and small business leader’s guide to contact center digital transformation

NICE inContact

I recently placed an online order for a new fishing line from a sporting goods store, whose previous point of contact consisted of just a voice line (and an online presence of a Facebook page with the occasional picture of the trophy bass). Contact Center Management Digital First Omnichannel

Customer Experience ROI: A Framework for Measuring CX Success

Alida

Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth. Customer Experience

ROI 130

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!

Are Your Managers “Heroes” or “Zeros” When Putting Out Customer Fires?

The DiJulius Group

We’ve all been there. Stuck in an unsatisfactory customer experience with no hope of resolution in site, and we utter the words “Can I speak with the manager, please?” Ah, The Manager – the person that holds the magical key to all resolutions and customer happy endings.

Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent

ChurnZero

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.

Magento Chatbot: How to Create and Add to Your Store.

kommunicate

Magento is an eCommerce platform built on open source technology that provides online merchants with a flexible shopping cart system and control over the look, content, and functionality of their online store.

Debunking the Myths about Business Process Outsourcing

Helpware

Find out what business process outsourcing is and isn't. This guide will help you learn more about the benefits of BPO in optimizing your operations

81

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

055: The Weather Report Challenge

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group discusses the best and easiest way to find out if your employees have extremely high service aptitude and if your company is obsessed with customer service.

9 Nuggets from TMSA’s Recent Strategic Interest Group Featuring CX University

CX University

This article was originally posted on TMSA’s blog. TMSA went back to school a little early this year.

3 In-Person Conferences to Attend Before 2021 Ends

ChurnZero

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country.

Machine Learning in Ecommerce - What Ecommerce Companies Should Know About Microtasking

Helpware

As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This is where microtasking and crowdsourcing can help

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Three Ways to Make Your Case

Heart of the Customer

“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position.

Study 78

5-Step Guide to Conduct Keyword Research Like The SEO Pros

DemandJump

Keyword research is integral to ranking well in search engines and making sure that your content is aligned to what your target audience is searching for. Paid Search Search Marketing Organic Search Content Marketing

Amazon Customer Service: The Worst is Yet to Come

Bill Quiseng

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products.

3 Winning B2B Client Engagement Strategies

Totango

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments.

B2B 71

Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Responding to online negative feedback can be challenging. What should you say? What should you not say? Should you even respond? In today's, your customers will be not only your biggest advocates but also your biggest critics. However, negative feedback can offer actionable insights to build a stronger product and customer experience.

Moving to the cloud – 5 tips for a winning strategy

Eptica

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021.

Tips 101

Find the Best Keywords With Google’s Free Tools

DemandJump

Google’s interface uses over 200 factors to determine search ranking results. That’s enough to make even the most skilled marketer’s head spin. Paid Search Search Marketing Organic Search Content Marketing Digital Marketing

Tools 74

Here’s Why Marketers with an Actionable-CDP Are Happier

Optimove

If you’re reading this, it’s because you want to do better. And, since we appreciate your visit to our blog, we’re always focusing on writing things that would help you improve.

Data 67

R U OK Day Prompts Cyarans to Ask "Are You Really?"

Cyara

With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.