Storyminers
MARCH 17, 2021
If your strategy includes a new service, product, or platform, one of the best ways to get started is not with a story at all! Instead, it’s with a well-designed experience that adds value to your customers, engages your employees, then benefits the bottom line. It’s essential to focus on profit-making last in the design process so that you stay focused on what your customers want most and will genuinely adopt.
CSM Magazine
MARCH 18, 2021
Poor customer service and perseverance in long waiting loops – what we have begrudgingly accepted as the norm can be changed with the help of modern AI software. Cognigy , an internationally successful pioneer in customer service automation, offers one of the leading Conversational AI platforms (think voice- and chatbots). Companies such as Bosch, Daimler, Henkel, Lufthansa and, more recently, BioNTech are automating their customer communication in a smart way.
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Heart of the Customer
MARCH 16, 2021
At Heart of the Customer, we work across many different industries – in the past six months alone, we’ve partnered with life insurance, SaaS software, healthcare delivery, property and casualty insurance, non-profits, and staffing enterprises. These organizations serve a wide variety of customers who have very different needs. Or do they? We’ve found that there’s […].
NICE inContact
MARCH 15, 2021
The challenges of 2020 put contact centers agility to the test. And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues.
Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber
Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.
Customer Experience Update Submitted Articles
MARCH 18, 2021
More than three-quarters (77%) of employees used an emoji at work in 2020. Clutch surveyed 500 employees in the U.S. about their use of work emoticons in the office. Employees recognize the benefits of using emojis in professional communication but expect translation mistakes as different generations navigate the digital workspace
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
NICE inContact
MARCH 18, 2021
In these days of over-the-top service examples, sometimes we lose sight of the fact that many people just want their problems solved with very little effort on their part. In fact, the results of a study published in the Harvard Business Review* revealed that reducing customer effort is a better way to build loyalty than trying to delight customers.
ShepHyken
MARCH 17, 2021
It seems that most of the companies that customers love to do business with have something in common. They focus more on the customer than they do the sale. Sure, they want to make the sale, add more revenue and get higher ratings. What company doesn’t want that? But when they focus on the customer’s needs, the rest seems to fall into place. A great example of this comes from Dawn Mushill, one of our Shepard Letter subscribers.
GetFeedback
MARCH 17, 2021
Excellent customer service can increase customer loyalty, retention, and more.
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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.
Alida
MARCH 19, 2021
The tech industry is an incredibly competitive market, filled with global juggernauts and disruptive innovators jostling for customers’ dollars. To thrive in this crowded landscape, you need to establish key differentiators that set you apart from the rest of the pack.
NICE inContact
MARCH 16, 2021
Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results.
Aveus
MARCH 15, 2021
No matter where you live, during this pandemic you have seen stories and images of people in what appear to be endless lines, waiting, hoping, needing food assistance. Trust across a system that people must rely on to deliver essential support is paramount. This is a story of our work with Second Harvest Heartland as they tackle hunger and lift trust at the same time.
GetFeedback
MARCH 17, 2021
What customer needs are and how your organization can identify them.
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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.
Alida
MARCH 17, 2021
Ventura Foods provides high-quality ingredients and food products to both restaurants and grocery stores across the United States and Canada. Whether selling directly to consumers or supplying restaurants with salad dressings, condiments, and other foodstuffs, Ventura Foods is committed to delighting customers with delicious products made from the best ingredients available.
TechSee
MARCH 17, 2021
If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. There’s just something about waiting for the cable guy to show up some time between noon and 6 p.m. to fix your internet connection only to have him arrive late and leave with the issue unresolved.
Integrity Solutions
MARCH 18, 2021
Effective sales recruiting strategies start with a well-defined Sales Success Profile based on objective performance criteria. Here’s how to consistently identify, attract and retain candidates with the talent and experience to become high performers. As a sales manager, it’s pretty frustrating when you spend a significant amount of time and energy coaching and developing someone only to discover in the end that, well, it’s not you, it’s them.
GetFeedback
MARCH 17, 2021
A complete guide to open-ended questions in surveys.
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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?
Totango
MARCH 19, 2021
The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. The traditional approach fails to see things from the perspective of the customer, instead, it takes a company-centric approach, splitting these into multiple journies each handled by a different department; marketing, sales, onboarding, retention.
Talkdesk
MARCH 16, 2021
Small and midsize business owners deserve PPP support in their corner. The covid pandemic mandating regional lock-downs and stay-at-home orders had a devastating effect on small and midsize businesses (SMBs)—the lifeblood of the U.S. economy—and when small businesses hurt, the whole economy hurts. The Paycheck Protection Program (PPP)—a business loan program established by the U.S.
Beyond Philosophy
MARCH 13, 2021
Ep 178 5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’ A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. We know that the most significant influence on a Customer Experience outcome is how a customer feels about it, for good or ill.
dscout People Nerds
MARCH 18, 2021
We asked 100 participants what behaviors, routines, and practices they are adopting to keep themselves feeling together. And about what services, and products they believed were helping—and hindering—their sense of balance.
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.
Vanilla Forums
MARCH 18, 2021
You’ve spent the better part of a year working on the launch of your new community. You’ve ensured that your theme is where you want it and you’ve had the soft-launch. Heck you’ve even had the big launch of your community! You’re happy and excited, but then you are interrupted by a sinking thought - “Oh geez, how will I keep this going?!” A sense of panic sets in as you wonder how you’ll continue to promote your community.
kommunicate
MARCH 18, 2021
WhatsApp’s massive growth in popularity over the past few years has created many opportunities for businesses. Companies around the world are currently discovering the power of the WhatsApp Business app. It allows you to send notifications and messages using a WhatsApp chatbot, which is a great way to increase and personalize customer engagement. WhatsApp has [.].
Influitive
MARCH 19, 2021
When I tell colleagues that I perform improv comedy, I usually get one of the following responses: Blank stare (could be horror, I’m still not entirely clear) Oh cool! (tells me about doing improv in college/show they’ve seen/friend who performs) But by far the most common response I get is: “You make up everything on […]. The post How Improv Comedy Has Made Me a Better Community Manager appeared first on Influitive.
Centercode
MARCH 18, 2021
Data is a library of information. And like a library, the books inside are only useful to you if they’re written in a language you understand. You also don’t have time to read every book in the library when you have a finite amount of time and a job to get done. The books you want to read are the ones that neatly summarize the information you can apply in the real world.
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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,
Conversocial
MARCH 18, 2021
It is well documented that consumer expectations have changed beyond recognition as a result of the pandemic. However, what is left unknown is our new definition of “normal.” It is yet to be fully defined.
DemandJump
MARCH 18, 2021
Content is the holy grail of any marketing strategy. Well-written, attention-grabbing content introduces prospects to your brand. It sets you apart from competitors and creates loyal customers.
Blueshift
MARCH 17, 2021
Let's compare the Customer Data Platform (CDP) versus the Data Management Platform (DMP). Both are well-known platforms, and both deal with the routing of data, but they are worlds apart in function and purpose, The post CDPs vs. DMPs: What Marketers Need to Know appeared first on Blueshift.
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