Storyminers

SEPTEMBER 2, 2020

Loyalty 264

Loyalty Customer Experience Customers 264

ChurnZero

SEPTEMBER 4, 2020

Whether it’s scheduling meeting requests , sending follow-up emails, or identifying opportune outreach moments , automati on gives you a sixth sense and an extra hand (or 2 0) to drive more effective engagements a cross all your accounts. By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants.

Customer Success 87

Customer Success Engagement e-support Tips 87

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

Customer Service 130

Customer Service Omni-Channel How To eBook 130

GetFeedback

AUGUST 31, 2020

How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic.

How To 545

How To Omni-Channel Customer Experience Strategy 545

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Steve DiGioia

SEPTEMBER 3, 2020

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense. But doesn’t the customer’s time have value too? As a service provider: Do you value your customer’s time?

Tips 306

Tips Customers Measurement Meeting 306

NICE inContact

SEPTEMBER 3, 2020

If you are manually pulling reports from disparate systems, processes become very inefficient and ultimately lead to a delay in visibility while the analysis and aggregation occurs. That’s why it’s so important for contact centers to have a performance management process to automatically aggregate raw data from the plethora of different data sources the contact center pulls from.

Contact Center 156

Contact Center Management Software Analysis 156

GetFeedback

AUGUST 30, 2020

A look into the impact that corporate values can have on employee experience.

Employee Experience 448

Employee Experience 448

Steve DiGioia

AUGUST 31, 2020

People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”. How the heck does he know “my style”? I can do without the kissing-up just for him to make the sale.

Sales 246

Sales Video Course Connections 246

Alida

SEPTEMBER 1, 2020

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 147

Retail Meeting Consumers Industry 147

Speaker: Amanda Adams, Fractional CFO, CPA

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Amanda Adams, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Beyond Philosophy

AUGUST 29, 2020

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics 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. When you choose to do business with a company, which do you prefer, Company A, that you trust, or Company B, that you don’t?

Banking 158

Banking Policies Consulting Examples 158

GetFeedback

AUGUST 31, 2020

Strategies for leveraging the practice of customer journey mapping across Marketing and Sales departments.

Customer Journeys 300

Customer Journeys Sales Marketing How To 300

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. There are many common grievances that your agents will hear directly from the customer: “I’m sick of being put on hold”, “Why is my delivery late?

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Alida

SEPTEMBER 1, 2020

Health care is no longer different than many consumer-driven industries in that it’s not immune to disruption. In health care, delivering a patient experience that meets—even exceeds—expectations is just as critical as a good customer experience in retail.

Retail 130

Retail Meeting Consumers Industry 130

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Beyond Philosophy

SEPTEMBER 3, 2020

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. . It is critical to remember that people won’t trust you just because you’ve turned up. You have to earn it and prove you are trustworthy. 1.

Banking 156

Banking Consulting Customer Experience Examples 156

ShepHyken

SEPTEMBER 2, 2020

What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship. Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell?

Hotels 160

Hotels Connections Customer Service Training Retail 160

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction.

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

TechSee

SEPTEMBER 2, 2020

COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning. When employees find themselves away from their regular office setting, they may feel disconcerted and demotivated. Harvard Business Review reports that being forced to work from home reduces employee motivation by 17 points.

Contact Center 109

Contact Center Employee Engagement Engagement Gamification 109

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Heart of the Customer

SEPTEMBER 3, 2020

One thing about being in CX – you’re unlikely to have a huge staff. Typically, that’s deliberate. CX doesn’t – and can’t! – own the entire experience. That’s what all those other departments do. Your role is to influence them, and align the entire organization on CX objectives. We’re not yet ready to share the […]. The post Enlist a Volunteer CX Army appeared first on Heart of the Customer.

Customer Experience 117

Customer Experience Tips Customers Culture 117

Talkdesk

SEPTEMBER 1, 2020

Whether your workforce is back at the office and adhering to new safety measures, working from home or navigating a mix of both options, the reality is that you’re probably not doing business as usual anymore. The way your employees are performing their tasks, interacting with customers, prospects and to each other, has likely changed. The so-called “new normal” brings new concerns.

How To 125

How To Policies Measurement Interaction 125

Russel Lolacher

SEPTEMBER 3, 2020

With the demand to produce so much content, think about repurposing the hard work you’ve already done to better reach your customers. 10x is a common term that seems to have a few different definitions. Rand Fishkin from Moz coined the term “10x content” in relation to “content that is 10 times better than the best result that can currently be found in the search results for a given keyword phrase or topic.

Video 123

Video Transportation Social Media Infographics 123

Vanilla Forums

SEPTEMBER 1, 2020

To remain a top choice for your customers, you need to be informed. You need to know what your customers want (and don't want!) and use this information to ensure that you're creating the best customer experience possible. To help you understand the needs and attitudes of your customers, we've conducted some research on the importance of customer self-service support , and have explored the role that it plays in shaping buying decisions.

Self Service 120

Self Service Customer Experience Customers 120

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

Connections

One Millimeter Mindset

SEPTEMBER 3, 2020

When’s the last time you considered whether your project teams are professionally inclusive or exclusive? Probably something you assume you are doing, but may not be doing at all. Of course you look for representative expertise in a variety of professional functions you deem important to the project. However, is there an intentional, or unintentional, professional homogeneity and familiarity created in the team selection process?

Leadership 118

Leadership Innovation Meeting Course 118

Integrity Solutions

SEPTEMBER 1, 2020

With people working remotely and dealing with professional and personal stresses alike, leaders are recognizing the value of collaborative learning. Investing in the workforce and keeping people engaged and growing is an effective way to walk the talk of those repeated value statement phrases about people being a company’s most important asset. by Steve Schmidt.

Training 115

Training e-support Sales Engagement 115

Zeisler Consulting

SEPTEMBER 3, 2020

There are articles all over the place and books overloading shelves in the business section of the stores having to do with strategies and branding. One of the theories that I find appealing is that, when it comes to strategies and visions and missions, it’s important to leave your products or services out of these guiding statements altogether. A company that determines its goodness or place in the lives of its Customers based simply on what they produce or do is missing a bigger piece of the

Government 93

Government Brands Strategy Course 93

Talkdesk

SEPTEMBER 4, 2020

Many financial institutions have been around for over 100 years and have survived depressions, recessions and two world wars. At some point, we feel they can survive any emergency. However, the COVID-19 pandemic is forcing us to rethink how financial institutions will endure this sudden change and what the new normal will be. Accelerating the seamless digital journey.

Banking 114

Banking Contact Center Omni-Channel How To 114

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Totango

SEPTEMBER 1, 2020

To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. While it is impossible to completely avoid either, there is much you can do to limit the impact of both. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm.

Net Promoter Score 107

Net Promoter Score How To NPS Effort Score 107

ClientSuccess

SEPTEMBER 3, 2020

In the first post of this two-part series, I addressed a key question that often surfaces about who owns the renewal. In this post, I’ll address the most frequent question I’m asked by customer success leaders—what is the best compensation plan for Customer Success Managers (CSMs)? Compensation Plans for Customer Success Managers (CSMs). There’s wide debate in the customer success discipline regarding the best structure for a CSM compensation plan.

Customer Success 111

Customer Success Management NPS Sales 111

Wired and Dangerous

SEPTEMBER 3, 2020

The idea honestly came from renowned songwriter Diane Warren. She was the award-winning composer who wrote “Un-break My Heart” for singer Toni Braxton. The song title invites your thinker to think differently about a particular concept–how to undo a condition already present rather than zeroing in on how to prevent it in the first place. Chip’s dentist and pet boarder both have phone systems that place you in a phone tree.

How To 91

How To Feedback Customers System 91