Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. In turn, businesses have adopted omnichannel customer service strategies for engagement. While omnichannel support improves the customer experience, as well as the agent experience, businesses have more to consider when allocating resources

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

Zonka Feedback

SEPTEMBER 3, 2021

Ensuring a remarkable Customer Experience (CX) in a customer relationship delivers improved engagement, retention, satisfaction, and, ultimately, better financial growth. According to American Express, 70% of Americans are willing to spend an average of 13% more with businesses or brands that provide excellent customer experience. Similarly, Oracle found that 86% of customers are willing to pay more for a better customer experience.

Customer Experience 52

Customer Experience Financial Customer relationships Customer Journeys 52

ClientSuccess

AUGUST 31, 2021

As a customer success leader, you’ve put a lot of hard work into building the perfect meetings with customers. You know to focus on the most relevant items at hand, come out with clear action items, and always have an agenda to keep things on track. . But did you know there is a difference between a meeting agenda and a meeting objective ? While an agenda is required to keep your team and your customer on track to make the most of your time together, both an agenda and an objective are needed t

Customer Success 52

Customer Success eBook Meeting Resources 52

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. When I talk with folks about customer feedback, one thing I often hear is “What questions should we be asking customers?

Feedback 380

Feedback Customers Loyalty Measurement 380

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.

ROI

Customer Bliss

AUGUST 30, 2021

A little while after Indra Nooyi was named the CEO of PepsiCo, she traveled home to India to visit her mother. The morning after she arrived, piles of visitors began pouring into her mothers’ home. They walked past Nooyi and straight to her mom where they congratulated her on her daughter’s accomplishment. They praised her for her ability to raise a daughter who would become CEO.

Case Study 310

Case Study Hotels Travel Company 310

Michel Falcon Experience

SEPTEMBER 2, 2021

To listen to this episode on an Apple device, click here. To listen on Spotify, click here. To listen to this episode on another platform,… The post #10: Lessons on Building a Team: Be Surgical in a Sea of Spray and Pray appeared first on.

Employee Engagement 157

Employee Engagement Company Culture Engagement 157

ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. Contact center agents are often hampered by a lack of data and resources, which undermines their productivity. .

Customer Experience Management 150

Customer Experience Management Management Customer Experience Contact Center 150

Alida

SEPTEMBER 2, 2021

It shouldn’t be a surprise that customer experience (CX) is now a focus for many companies. According to Forrester, a small improvement in CX translates to millions of dollars in additional revenue per year. In many industries, CX is the competitive advantage that differentiates winners from losers.

Customer Experience 130

Customer Experience Competitive Advantage Customers Industry 130

NICE inContact

SEPTEMBER 1, 2021

Artificial Intelligence (AI) is the veritable reigning champion and current all-star industry buzzword. Most people interact with AI daily in some form or another.

Contact Center 183

Contact Center Industry Interaction Trends 183

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.

Marketing

Uniphore

SEPTEMBER 1, 2021

WE'RE HIRING. PROJECT MANAGER. Project Manager. The Project Manager leads cross-functional teams responsible for implementing Jacada’s enterprise software solutions. The Project Manager is accountable for managing solution planning, execution, quality, deployment and transition to our Global Support team. The Project Manager is responsible for achieving project financial and operational targets, promoting project communications, governance & best practices, resource management and forecast,

Management 26

Management Travel Call Center Experience Government 26

ShepHyken

SEPTEMBER 1, 2021

I’ve written about this before. Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They no longer compare us only to our direct competitors, but instead, to the best service they have received from any company, large or small, global or local. These companies are setting the bar higher. They are forcing everyone in business to up their game, and that’s great for us as customers. .

B2B 150

B2B Comparison Healthcare Customer Service Training 150

Alida

AUGUST 31, 2021

An increasing number of companies are transforming product development by embracing a design method that puts the customer first. Instead of relying on people’s gut instincts, this new design framework cultivates empathy for users, emphasizes iteration and prototyping, and promotes tests throughout the process.

Innovation 130

Innovation Customer Experience Customers Company 130

Comm100

AUGUST 31, 2021

Customer service expectations have hit all-time highs. For companies to remain competitive, it’s now necessary to provide fast, personalized, customer-centric support – even more so while face-to-face service isn’t possible. As companies strive towards this level of support, live chat has become an integral channel – but the hard work doesn’t stop here.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

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

Retail

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Published on: August 30, 2021. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.

Customer Service 115

Customer Service How To Resources Tips 115

ShepHyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times.

Social Media 149

Social Media Video Leadership Customer Care 149

Thematic

SEPTEMBER 1, 2021

Wouldn’t it be awesome if you could automatically analyze your support conversations to gain deep, actionable insights? Thematic has just rolled out two new integrations with Zendesk and Intercom. With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. Read on to learn how to use our powerful analytics for deeper customer insights.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Help Scout

SEPTEMBER 2, 2021

Tier 2 support team members are the folks responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of your first level customer service representatives. When supporting a highly technical product, a tier 2 team may handle implementation and core product guidance. In contrast, the tier 2 team supporting a retail product may handle lower priority bugs, dispute resolutions, or triage, as their skills are less about product knowledge and more

Examples 103

Examples How To Culture Customer Service Representative 103

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.

Employee Experience

Totango

SEPTEMBER 3, 2021

A quarterly business review (QBR) is a chance to bring together your executives and your clients’ executives to discuss the health of their business and your relationship, to discuss their future goals and plans, and to strategize how you can deliver more value to them based on those factors. These meetings can play a crucial role in the overall health and success of your customers, but they can also be very difficult to plan and execute. .

Tips 102

Tips Comparison Roadmap Customer Success 102

Uniphore

AUGUST 31, 2021

Learning is complex. What does it take for a person to learn a language, for example? If it’s a modern language, the student buys a book, takes a class or downloads an app. In each option, the student receives specific instruction for mastering part of the language, including feedback from the teacher, checking answers in the book or interacting with the app’s interface.

Analysis 100

Analysis Travel eBook Contact Center 100

The DiJulius Group

AUGUST 30, 2021

The Great Resignation is a mass, voluntary exodus from the workforce. It is here, and it is quite real. Turnover is nothing new, and neither are corporate retention strategies. But the Great Resignation and extreme turnover that is happening today across industries is a different phenomenon that requires a different approach. The Great Resignation caught.

Groups 98

Groups Industry Strategy Culture 98

Vanilla Forums

SEPTEMBER 2, 2021

The work of online community building may be an art, but it can still benefit from a foundation in science. There are theoretical foundations for our work, especially among research of interpersonal (one-to-one) and group communication. Let me clarify that these communication theories are just that: theories. They are not hard rules, or facts. They are not necessarily true in all circumstances.

Communication 98

Communication Groups 98

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SurveySparrow

AUGUST 31, 2021

Your customers are the lifeblood of your business. Naturally, you have to take certain measures to ensure they are happy and satisfied with your offering. But how do you get inside the mind of your customers? Through feedback, of course. There is no doubt that customer feedback is essential for growing a business. A well-structured survey, irrespective of the different types of surveys and their uses helps you identify consumer pain points, find scope for improvement, and discover the need for i

Survey 98

Survey Sales Social Media Multi-Channel 98

Optimove

SEPTEMBER 2, 2021

**. Gaming operators constantly look for ways to stand out and ensure that they’re ahead of the competition by finding ways to differentiate themselves. However, the foundations of successful gaming operators all boil down to the same components. Working with the leading gaming operators in the industry for over a decade, including Entain, Penn National, and Funstage, Optimove has identified three main strategic initiatives, pictured below, that all operators need to excel at to achieve su

Competitive Advantage 98

Competitive Advantage Communication Brands CRM 98

DemandJump

SEPTEMBER 1, 2021

Has your boss ever asked you, “Can you make us appear first in results on Google?”.

How To 98

How To Marketing 98

Opinionator

AUGUST 30, 2021

Public restrooms are convenient but can turn people away if they are dirty. The cleanliness of a company’s restroom makes a big impression on those that go in there. As operations managers, you have an important role to oversee visitor feedback and satisfaction. Help your guests to feel welcome by taking the right steps to […]. The post Don’t Rest on Restroom Feedback: A Guide for Operations Managers appeared first on Opiniator.

Feedback 98

Feedback Management Company 98

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.

Sales

Totango

AUGUST 31, 2021

Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. In this blog, we’ll take a look at how AI has redefined customer success in terms of digital technology and delivering success at scale.

Customer Success 97

Customer Success Knowledge Base Chatbots Customer Journeys 97

Optimove

AUGUST 29, 2021

It may not come as a shock to you learning that our data shows a strong connection between the nature of the experience had with your brand early on – and the chances of them becoming a returning, more loyal customer. A great experience usually leads to a better retention rate. And a poor one, to lower such rates. Make sense, right? But what does come as a surprise to us here at Optimove time and again is how often marketing teams miss out on that insight and fail to act on what it tells them.

CRM 97

CRM Data How To Video 97

DemandJump

AUGUST 31, 2021

Google has a global market share of 91.8% for search engines, making your Google search ranking very important for your brand to be discovered online.

Tools 98

Tools Marketing Brands 98