GlowTouch

APRIL 2, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail The Pandemic Makes Online Customer Support More Important Than Ever. There are few things today that are not impacted by computer technology in some way. Billions of people carry a high-powered computer with them at all times. There is even a condition called nomophobia, which is anxiety caused by being separated from one’s smartphone for a prolonged period.

e-support 52

e-support Contact Center Return on Investment Trends 52

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Comm100

MARCH 30, 2021

Very few people have avoided the consequences of Covid-19 in their workplace. The pandemic has driven more people than ever to work from home, while forcing millions more into unemployment. Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands.

Omni-Channel 264

Omni-Channel Customer Engagement Engagement Social Media 264

Lumoa

MARCH 31, 2021

Knowledge is power. It’s a cliche saying. But, like most cliches, it’s true. We spend lots of time, energy, and effort getting feedback and insight from customers. Whether it be through surveys, heat maps, or some other means, we try to learn all the time. Gathering information is an important thing to do. But what’s most important is what you do with the information you get.

Effort Score 208

Effort Score NPS Net Promoter Score Feedback 208

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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

MARCH 28, 2021

Your guide to all things customer satisfaction, from measuring CSAT to example questions and best practices.

Customer Satisfaction 221

Customer Satisfaction Survey Measurement Customers 221

Storyminers

MARCH 31, 2021

Are you caught up in life’s troubles and don’t want to take any more of it? Do you desire an accomplished life? Do you want to develop the right mindset that drives your passion? Are you concerned about life’s deepest challenges? Or does the world look too bleak from your perspective? The Dave Pamah show seeks to revive, restore, awaken and reform your innermost capabilities.

Connections 147

Connections Management Customer Experience Customers 147

Alida

APRIL 1, 2021

The streaming media market is, at times, a tale of contrasts. On one hand, the market is booming: According to MarketsandResearch, the global streaming media market is on pace to expand at a 23.2% compound annual growth rate (CAGR) between 2021 and 2025. At the same time, you’ve no doubt noticed that the number of competitors has ramped up in recent years, siphoning off customers and cutting into revenue.

Marketing 130

Marketing How To Study Entertainment 130

GetFeedback

MARCH 31, 2021

How CXM helps increase customer satisfaction, loyalty, and brand advocacy while cutting costs.

Customer Experience Management 221

Customer Experience Management Customer Experience Management Customer Satisfaction 221

NICE inContact

MARCH 29, 2021

No one would disagree that technology has improved customer service exponentially. Technology continues to enable contact centers to operate more efficiently, to be responsive in real time, and to create customer experiences that exceed their expectations, especially across an expanding array of digital channels.

Contact Center 156

Contact Center Technology Customers Customer Service 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

Comm100

MARCH 30, 2021

Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans say they are ‘very concerned’ to ‘extremely concerned’ about their online privacy. What this boils down to is a lack of trust, and this can cause big problems for brands of every size. Emotions dictate a customer’s choice.

Measurement 130

Measurement Consumers Software Touchpoint 130

Beyond Philosophy

MARCH 27, 2021

What do the song “Fine Line” by Hootie and the Blowfish and the scent of air conditioning have in common? They are two things my family associates with taking holidays in the US. Once they hear the song or walk into an air-conditioned building, they are transported to our family trips in the US when they were young. However, these examples also represent critical areas for your Customer Experience design.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

GetFeedback

APRIL 1, 2021

4 tips from the SurveyMonkey CX Leader Roundtable Community.

Feedback 248

Feedback Tips Customers 248

NICE inContact

MARCH 29, 2021

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates. Another multi-regional organization is tapping chatbot technology to supplement call center patient outreach and push out coronavirus test results in near-real-time.

Consumers 156

Consumers Meeting Call Center Chatbots 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

ShepHyken

MARCH 31, 2021

It’s been years since I’ve written about Get to Know Your Customer Day. Recently, however, I’ve been asked what it’s all about, so I thought it was time to bring it up again. This time I want to share a few tips on what to do for these special days that are observed throughout the year. Get to Know Your Customer Day happens four times a year, on the third Thursday of each quarter, so they are held in January, April, July, and October.

Customer Service Training 150

Customer Service Training Feedback Groups Customers 150

Storyminers

APRIL 2, 2021

The post Sculpting Your Client Experience – The Winning Tactics Podcast appeared first on Storyminers.

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TechSee

MARCH 30, 2021

Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or repla

Self Service 109

Self Service Customer Service Contact Center Video 109

NICE inContact

MARCH 28, 2021

As you initiate your call center software selection process, keep in mind that many new loyalty-enhancing capabilities are within your budgetary reach. Don't set out just to replace "like-for-like." Instead, imagine what features like new self-service capabilities, intelligent routing, and a unified agent interface could do for your customer lifetime value.

Call Center 156

Call Center Self Service Lifetime Customer Software 156

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Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

Customer Experience

Inbenta

MARCH 30, 2021

Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer

Self Service 136

Self Service Customer Service Marketing How To 136

Beyond Philosophy

APRIL 2, 2021

Businesses often underestimate the importance of the areas of sound and smell in their Customer Experience. However, these two areas are crucial to get right—or you risk ending your Customer Experience on a sour note. This underexploited area is why I was so keen to get Simon Faure-Field , CEO of Equal Strategy , an experience design consultancy, on a recent podcast.

Hotels 117

Hotels Consulting Study Brands 117

ReviewTrackers

MARCH 31, 2021

Improving customer retention can prevent billions of dollars of lost revenue in the insurance industry. Research from CallMiner revealed that avoidable churn costs businesses $136 billion in the U.S. alone. What’s worse than losing billions in revenue is the amount that insurers have to pay to acquire new customers. According to Hubspot, the insurance industry is tied for the third-highest customer acquisition cost at $303.

Insurance 123

Insurance Customer Retention Industry How To 123

Heart of the Customer

APRIL 1, 2021

Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. You’d push back immediately. You’d say that your software developers should have different measurements than your salespeople, who should have different measurements than your […].

Metrics 113

Metrics Measurement Software ROI 113

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

Totango

MARCH 30, 2021

If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?

Customer Success 118

Customer Success Customer Journeys How To Customers 118

Alida

MARCH 29, 2021

A video survey is a qualitative research survey with one or more embedded video questions.

Video 130

Video Survey Customer Engagement Engagement 130

Daniel Group

APRIL 1, 2021

This content is password protected. To view it please enter your password below: Password: The post Protected: What is Your Customer Trying to Tell You? appeared first on The Daniel Group.

Groups 118

Groups Customers Strategy 118

Zeisler Consulting

MARCH 30, 2021

Where a CX function is located within a company is a frequent discussion topic among CXers. I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do. But if I could get all Simon Sinek-y here, naturally the greater question still, is the Why.

Chief Customer Officer 93

Chief Customer Officer Culture Survey Interaction 93

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

Conversocial

MARCH 30, 2021

A term many may not have come across is m-commerce, or mobile e-commerce. Today, most people’s smartphones are essentially an extension of their hands. On average, we spend around 3 hrs 15 minutes a day using them. So, it’s no surprise that Business Insider is forecasting in the US m-commerce will account for $488bn, or 44% of online sales by 2024. With Apple boasting more than 1.5bn monthly active devices on iOS, Apple Business Chat (ABC) is perfectly placed for brands to capitalize on the incr

Sales 111

Sales Ecommerce Brands Consumers 111

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.

Hospitality 138

Hospitality Guest Experience Advertising Culture 138

Oracle

MARCH 29, 2021

Email marketing is a complex channel that’s routinely underappreciated by outsiders—and particularly by executives. That became all the more clear when I recently fired off this tweet : Things people say that make me think they don’t really understand #emailmarketing : “Sending an email is easy." “Email marketing is cheap." “There are no rules.

Marketing 108

Marketing Case Study Omni-Channel Advertising 108