Team Support
APRIL 20, 2021
What brings meaning into your professional life —. The sense of self-fulfillment? Nice compensation? Friendly colleagues? Hold on a second. I realize this question is a bit heavy. We associate our professional lives with many things, and what makes us happy and motivated about work might be different for everyone. But there’s one thing that motivates most of us: meaning.
GetFeedback
APRIL 22, 2021
A detailed explanation of the different between customer experience and user experience.
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Bold360
APRIL 20, 2021
Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn? That data is gold. Miri Duenias, Customer Relationship Manager at Bold360, offers insights from the frontlines.
Steve DiGioia
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Customer Bliss
APRIL 23, 2021
Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, of course, I appreciate Global Gurus for including me on the list once again!
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Comm100
APRIL 22, 2021
By 2022, CNBC predicts that 75-90% of customer queries will be handled by a chatbot. From Starbucks to Duolingo and in almost every industry in between, top brands are turning to chatbots to improve their customer service and support operations. While some brands were initially hesitant to get onboard, thanks to tech advancements, these chatbot fears are being put to bed.
Steve DiGioia
APRIL 22, 2021
Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. But what happens when the boss isn’t around? What do the employees do?
Kerry Bodine
APRIL 18, 2021
I’m super excited to be part of Alida ’s Activate Spring Masterclass on May 6 from 1 – 5pm ET. This is your chance to understand how you can quantify the value of customers’ experiences in your business. Whether you’re launching your organization towards a customer-obsessed future or re-evaluating your current focus, mark your calendar for Alida Activate.
GetFeedback
APRIL 21, 2021
Simplifying CX YouTube series episode on how to battle shopping cart abandonment.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Beyond Philosophy
APRIL 23, 2021
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.
Bill Quiseng
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. With customers using platforms like Twitter and Facebook to complain loudly and sometimes virally to the world, companies have had to add resources to respond accordingly. But I am not against monitoring social media or using it as a responsive customer service channel.
ShepHyken
APRIL 21, 2021
Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.
NICE inContact
APRIL 19, 2021
Technology is rapidly changing how companies of all types and sizes conduct business. This is true in the realm of customer service and support. Using artificial intelligence (AI) in the right ways can provide businesses with a range of benefits. One of the technologies that have helped to reshape the customer service experience is the AI chatbot. Before we get into the benefits of using an AI chatbot, let’s first get a better understanding of what this technology is and how it works.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
TechSee
APRIL 21, 2021
Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .
Alida
APRIL 23, 2021
How do you stand on the right side of the line between the helpful and the creepy with artificial intelligence (AI)? It’s a question rarely asked about AI in customer experience.
ShepHyken
APRIL 20, 2021
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. They discuss how autonomous customer service impacts the company, its employees, and their customers. Top Takeaways: 56% of consumers go to a company’s website before they call customer service.
NICE inContact
APRIL 21, 2021
Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag. In short, it can really ruin your day!
Speaker: Carolyn Clark and Miriam Connaughton
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
Comm100
APRIL 22, 2021
The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this. Most commonly, a knowledge base is customer-facing and functions like a FAQ page.
Alida
APRIL 20, 2021
New competitors popping up, alongside industry titans expanding into new markets, make the competition for share of wallet more crowded than ever. But with customers at their spending limit, companies looking to grow without overburdening customers are faced with a tough question—how do I stand out?
ShepHyken
APRIL 23, 2021
This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .
Daniel Group
APRIL 23, 2021
Welcome to Success Strategies. Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just what happens when “Communication” is mentioned as something that went well! On the flipside, if “Communication” is mentioned that something that needs improve, your score may take a 40 point dip.
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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.
ReviewTrackers
APRIL 20, 2021
Customer Acquisition: Banking Strategies. The ways that customers shop for banks and financial services providers have changed. So, therefore, have the methods and strategies for customer acquisition in banking. What does it take to acquire and keep new banking customers? How can companies achieve a better understanding of consumers’ new path to purchase?
Russel Lolacher
APRIL 20, 2021
Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by.
Gainsight
APRIL 22, 2021
[Special thanks to Ajay Agarwal at Bain Capital Ventures, Nakul Mandan from Audacious Ventures, Roger Lee from Battery Ventures, Jeff Lieberman from Insight Venture Partners and Byron Deeter from Bessemer Venture Partners for their feedback on this post]. It’s an incredible time to be in SaaS. I don’t know if a day goes by without another SaaS company announcing a fundraise valuing them at more than $1 billion.
MyCustomer
APRIL 23, 2021
Loyalty Improve your supply chain experience to improve CX.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
The DiJulius Group
APRIL 21, 2021
The key to building long-term customer loyalty is not through chasing price or luring new customers with discounts, rather it is time to focus on building a positive experience so engaging, so memorable, that your existing clients can’t stop talking about you to others. Is it Possible to Make Price Irrelevant? When I say you. Read Full Article.
Myra Golden
APRIL 23, 2021
Was This Helpful? I’m asking you because I share ideas like this weekly to my private email list. Signup here to get help improving the sound, feel, and flow of your customer interactions.
Oracle
APRIL 19, 2021
Customer experience (CX) is taking a new shape as interactions between businesses and customers have largely migrated to the internet as a response to COVID-19. This shift is causing customers to prioritize positive, seamless, and often contactless experiences over other attributes such as brand, price, and product quality. According to Forbes Insights , 74% of shoppers say that CX is the key factor when deciding whether or not to buy from a company.
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