Kerry Bodine

SEPTEMBER 28, 2021

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than try to resolve an issue with a company or service. A shocking fourteen percent said they’d rather go through the ordeal of getting a tooth pulled.

Customer Journeys 177

Customer Journeys Customer Service CRM Study 177

Customer Bliss

SEPTEMBER 28, 2021

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment. ( Horse & Hound anyone?) Waiting rooms appear to be the recycling bin of the healthcare industry.

Case Study 194

Case Study Study Healthcare Hospitality 194

NICE inContact

SEPTEMBER 29, 2021

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

Call Center 208

Call Center Customers How To Contact Center 208

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Some will point to their monthly newsletter or discount program to demonstrate their efforts.

Loyalty 519

Loyalty Tips Feedback Advertising 519

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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

QuestionPro Audience

SEPTEMBER 30, 2021

Why do you need a sample partner? Sampling helps researchers make inferences about the entire population by studying a fraction of the target population. Getting opinions from the right set of people chosen from a specific group is the top priority of researchers, and often these responses either make or break projects. A sample partner comes in to make life much easier for researchers.

Survey 195

Survey B2C Groups Trends 195

NICE inContact

SEPTEMBER 26, 2021

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly. Our goal at NICE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers.

Contact Center 196

Contact Center Marketing Loyalty Customers 196

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that. Email survey invitations especially have a hard time convincing the customer to even open the invitation.

Survey 493

Survey Tips Course Strategy 493

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

Customer Service 156

Customer Service Chatbots Knowledge Base System 156

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Chatbots Banking Engagement 216

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

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

How To 100

How To Call Center Contact Center Feedback 100

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C B2B ROI Metrics 103

ShepHyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Industry 154

Industry Hospitality Customer Service Training Leadership 154

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service

Customer Service 195

Customer Service Culture Effort Score Chatbots 195

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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The DiJulius Group

SEPTEMBER 27, 2021

There are no Bad Teams, Only Bad Leaders I read a great story in the book, Extreme Ownership, by Jocko Willing and Leif Babin. During a Navy SEALs BUD/S training, SEAL candidates were grouped into boat crews of seven men and assigned to an inflatable boat that weighed more than 200 pounds. The most senior-ranking. Read Full Article. The post Does Culture & Performance Follow the Team or Leader?

Culture 111

Culture Groups Training Leadership 111

Doing CX Right

SEPTEMBER 26, 2021

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

Social Media 111

Social Media Customer Service Customer relationships Customers 111

ShepHyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 140

Sales Tools Brands Customer Expectations 140

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect. In fact, 79% of consumers prefer live chat to other options.

Software 189

Software e-support Healthcare Sales 189

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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

Conversocial

SEPTEMBER 30, 2021

Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out. In the past 18+ months, consumer habits have shifted overwhelmingly to the digital realm.

Marketing 105

Marketing Customer Journeys Customer relationships Consumers 105

PK

SEPTEMBER 30, 2021

In a world where digital innovation moves at a fast pace, companies often think that they do not have time to rebuild or create a new digital framework. They think, […]. The post Three steps toward a digital governance framework appeared first on PK.

Government 105

Government Innovation Company 105

Kapta Customer Success

SEPTEMBER 27, 2021

Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.

B2B 105

B2B B2C Strategy Management 105

Comm100

SEPTEMBER 25, 2021

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they connect with your customer service. While 80% of companies believe that they deliver an extraordinary experience for their customers, only 8% of their customers resonate with this claim. This means that while businesses know the importance of providing stellar customer services, few understand what it entails, and they still have a lot of work to do.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

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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

Myra Golden

OCTOBER 1, 2021

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Tips 103

Tips Video Feedback Customer Experience Design 103

Blueshift

OCTOBER 1, 2021

Fall has arrived in the U.S.! For many of us, that means colorful leaves, pumpkins, corn mazes, and s'mores. For those of us at Blueshift, it also means a ton of valuable marketing insights from the events and webinars we hosted, attended, or participated in over the past month. The post September Event and Webinar Recap appeared first on Blueshift.

Marketing 98

Marketing 98

SurveyGizmo

SEPTEMBER 30, 2021

Alchemer University launched?a new program on September 30: Integrations. An Integration is a powerful connector that allows the Alchemer platform to work together with third-party platforms. These connectors allow Alchemer users to wire feedback into the core of their business, using the systems they use every day. Learn how to automate the pull and push of data behind-the-scenes in your Alchemer account in these three informational courses: Introduction to Integrations Integrations: Use Cases

How To 98

How To Course Feedback Survey 98

Magellan Solutions

SEPTEMBER 30, 2021

How much do virtual receptionist services cost? How much does a virtual receptionist solution cost? Answering this is quite tricky because call centers not only charge different rates, but have unique pricing structures, plans, and billing models. . Virtual receptionists can range anywhere from $25 to over $3,000 per month. Hidden fees and upcharges for different service levels may turn an affordable solution into a money pit. .

Call Center 98

Call Center Social Media Hotels Advertising 98

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Building lasting customer relationships has always been top-of-mind for businesses. However, in the last decade, organizations have recognized that the customer journey beyond the initial sale is as critical as the sale itself. Customer onboarding, or the customer’s first impression of you, is critical to forging lasting relationships and long-term success.

Customers

BirdEye

SEPTEMBER 29, 2021

“Be where your customers are” is more than just a basic principle of marketing. It is the foundation of effective marketing, delivering a quality customer experience , and establishing a competitive differentiator. Consumers have a wide array of channels to choose from when engaging with businesses. But, chat is one of the leading channels for attracting new customers. 69% of shoppers in the US demand chat features from a business.

Chatbots 98

Chatbots Infographics How To Communication 98

Blueshift

SEPTEMBER 28, 2021

CarParts.com is replacing “batch-and-blast” marketing campaigns with tailored, individualized promotions. Finding itself limited to sending generalized promotional messages via email blast by its legacy marketing platform, digitally native auto parts retailer CarParts.com set out to deliver a one-to-one, tailored marketing experience. “CarParts.com had been running on a legacy marketing stack that could no longer scale […].

Retail 98

Retail Marketing 98

Vanilla Forums

SEPTEMBER 29, 2021

I recently spoke with a community builder who managed a community of over 1 million teenagers. Given the size and scope of her work, I asked her what her biggest challenge had been. She answered me without a moment’s hesitation: community guidelines and moderation.

Guidelines 98

Guidelines How To Management 98