SurveySparrow
MAY 22, 2021
You have the dream cupcake store you always wanted. You have 10000 followers on Instagram and another 25000 on Facebook. That’s a long way from your first post in January 2020. Google reviews have put you at a decent 4.4/5. At the rate business is going, you should be breaking even in 3 months. You even managed to get your actual physical store last month.
Beyond Philosophy
MAY 22, 2021
In the early days of my career, I thought the customer was always right. The idea that one should fire a customer sometimes would have sounded like madness to me. However, as I have matured over the following four decades, I learned that sometimes the customer is not right. Sometimes they are really, really wrong, from how they abuse your systems to how they tax your resources to how they talk to employees.
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Advantage Communications
MAY 26, 2021
The most effective way to answer your customers’ questions today is to meet them in the channel they prefer, with a solution that gives them seamless access to customer support when they require it.
Omnicus
MAY 25, 2021
Although most companies will claim that “your call is important” to them, bad planning and lack of resources create a situation where long waiting times become the norm. A norm turning most customers to look elsewhere to meet their needs. Don’t be the norm. It doesn’t always feel like my call is important Most of us have heard the phrase “your call is important to us” many times.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
NICE inContact
MAY 26, 2021
AI can yield significant benefits when it's used properly and ethically. Applying AI in the contact center can improve accuracy, efficiency, and the customer experience. If your organization doesn't use AI yet, it's probably just a matter of time. Be sure to consider ethics and data security beginning Day 1 of your project. Designing your solution right and putting good standards and governance in place will help ensure your solution isn’t creepy.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MAY 28, 2021
Business relationships are a lot like customer relationships. They both involve buying decisions and loyalty—and emotions. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.
ShepHyken
MAY 24, 2021
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. (Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them.
NICE inContact
MAY 25, 2021
Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value. Artificial intelligence (AI) can take standard contact center data and transform it into actionable information about customer behavior, agent performance, and operational efficiency – key information that can’t be ignored for the modern contact center.
Alida
MAY 25, 2021
Earlier this month at Alida Activate , a customer experience masterclass event, a panel of voice-of-the-customer (VoC) innovators from leading brands—Twitter, AutoDesk, Adobe, and HBO Max—took to the virtual stage to share how they’re adapting and evolving their VoC programs to address the toughest challenges and hot topic issues facing companies today.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
TechSee
MAY 24, 2021
The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate durin
ShepHyken
MAY 26, 2021
Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. This is how anyone delivers a better experience, regardless of whether it’s during the sales process or any other interaction the customer has with people in a company.
Integrity Solutions
MAY 25, 2021
To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations. The sales business went through rough waters (to put it mildly) in 2020, but now it’s time to get your sales plan ready and your team geared up to ride the coming wave.
Zeisler Consulting
MAY 25, 2021
One of the more curious—and least expected—experiences in my professional career is how I became a professor at the US Air Force Academy. I wasn’t formally trained as an educator but learned at the knee of some wonderful academicians and thought-leaders in the field. One thing that I took to right away was analogizing, or finding different ways to explain or apply a concept.
Speaker: David Nisbet, 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.
Conversocial
MAY 26, 2021
At Conversocial we saw an 87% rise in the volume of private messaging between 2019-2020. Only 27% of the conversations our partners have with their customers are over public social channels - what does this tell us? There’s been a fundamental shift in where, when and how consumers want to interact with their favourite brands. A new way of doing customer conversations means adapting your methods or risk being left behind.
CSM Magazine
MAY 26, 2021
A few days ago, I was shopping around for a roadside assistance plan. I nailed my search down to three companies. Here some key takeaways I collected from the experience. The first company that had a few good reviews and an A rating with the better business bureau (BBB) was the first one I reached out to via phone, selected all the suitable options to talk to new membership sales.
Myra Golden
MAY 27, 2021
Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. . Watch the replay to hear my answers to: 4:04: Can you answer how to phrase the USA method if the client received an incorrect item, and we can offer a replacement or refund due to practice and send a small electronic gift certificate while the client is upset she is not going to get the item for an event?
mopinion
MAY 25, 2021
Markets move fast, leaving little room for delay; a trend which has left many product managers and marketers with a great deal of pressure to perform and achieve product excellence. For these teams, it’s all about getting the right products to market faster with the guidance of user insights, a clear product strategy, and a […]. The post A Guide to Collecting Product Feedback appeared first on Mopinion.
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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.
Wired and Dangerous
MAY 28, 2021
The BRICS is an association formed by countries in four continents: Brazil in South America, Russia in Europe, India and China in Asia and South Africa in Africa. Its member states cover an area of over 39,000,000 square kilometers, which is approximately 27% of the world’s land surface. Given that China has also been making inroads not just into Africa but also South America and especially Brazil, who products China has been importing in far higher quantities due to the current US-China T
Help Scout
MAY 25, 2021
When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. After all, it’s simple — everyone knows how to use email — and it’s inexpensive. However, it’s important to remember that distribution lists and shared mailboxes aren’t built for customer service.
Myra Golden
MAY 23, 2021
One of my sisters is a flight attendant. Yesterday we talked about her enforcing mask requirements on her flights. With the CDC’s recommendation, I knew that vaccinated people don’t need to wear masks outdoors or indoors, but we still should cover up on planes, trains, and busses, which would put her in a challenging position. We happened to be having the mask conversation as my sister was walking down the jetway for a flight from Dallas to Des Moines.
Totango
MAY 26, 2021
We recently polled the Customer Success industry asking about the top challenges they are facing. The number one answer? Scale. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. However, as the world has shifted (particularly last year during the pandemic), the modern customer journey has shifted as well and it now requires a different engagement model.
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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?
Wired and Dangerous
MAY 27, 2021
And you can use it in your online shop or business as well. Reciprocity in marketing can lead to increased sales. Reciprocal marketing is where businesses promote each others products or services in order to gain a mutual benefit. For example, when you book a holiday to Florida with many of the UKs major travel agents, you will be offered the opportunity to purchase discounted attraction tickets which are supplied by a third party.
Middlesex Consulting
MAY 24, 2021
In a recent whitepaper Beyond Remote Service: Is now the time to redefine service delivery? Author Kris Oldland, Editor-in-Chief, Field Service News presents a number of compelling arguments that support the notion that Augmented Reality will not only change Field Service delivery, but the long-term outcome will be good for customers and service organizations.
One Millimeter Mindset
MAY 27, 2021
Revenue generation is everyone’s collaborative responsibility, regardless of whether it is stated or not in your job description. Are you engaged in revenue generation or cost containment in your current professional role? Instead of either-or, let’s transform your role into yes-and. Are you going back into traditional professional roles which separate people by how they solve problems?
Education Services Group
MAY 28, 2021
Let’s talk Customer Success Plans. What’s a Customer Success Plan, you ask? Well, let’s just say it’s the wind beneath your customer’s wings. It’s the recipe for their success. It’s the chocolate in their cake. Or whatever flavor of cake you like best. My amazing metaphors aside, Customer Success Plans are essentially the “what” and “how” of delivering on your CS strategy.
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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?
Wired and Dangerous
MAY 26, 2021
Establishing constructive receipt requires a determination that the recipient had control of the receipt of the deferred amounts and that such control was not subject to substantial limitations or restrictions. It is important to scrutinize all plan provisions relating to each type of distribution or access option. It also is imperative to consider how the plan has been operating regardless of the existence of provisions relating to the types of distributions or other access options.
Optimove
MAY 27, 2021
Obvious alert: The more granular your CRM journeys are, the more personalized your marketing becomes. It’s one and the same, basically, but bear with me. As your marketing becomes more personalized, your messages become more relevant and effective, Right? And that leads to increased customer lifetime value. And so, to increase customer lifetime value and deliver customers a more relevant experience, all you have to do is create more personalized campaigns, targeting more granular segments
Influitive
MAY 26, 2021
You’re on a first date. You know a little bit about this person and are interested in learning more to see if there’s really a spark. The two of you meet at a quaint coffee shop (outdoors of course–social distancing). The barista brings your hot beverages to the table. Half a drink through and you […]. The post Customer Advocacy is a Two-Way Street appeared first on Influitive.
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