Experience Investigators by 360Connext

OCTOBER 13, 2020

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. That is oversimplifying customer experience, but for the sake of a definition, it works.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Totango

OCTOBER 13, 2020

Given that peer recommendations are among the most trusted sources of information about a business, positive reviews from existing customers can quickly turn into genuine inquiries from potential new clients. Happy customers can multiply your revenue base since each satisfied client might recommend your services to dozens of their peers. You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website,

Strategy 63

Strategy Effort Score B2B Customer Success 63

ShepHyken

OCTOBER 16, 2020

This week we feature an article from Alex Souchoroukof, a content writer at Moosend. He shares some digital marketing strategies that can help to create a more meaningful customer experience. There are a lot of tools in today’s marketing that can help drastically increase your revenue and grow a successful brand. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out.

Customer Experience 80

Customer Experience Marketing Survey Customers 80

Steve DiGioia

OCTOBER 15, 2020

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.

Tips 279

Tips Industry How To Company 279

Advertisement

A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

GetFeedback

OCTOBER 14, 2020

How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales.

Sales 273

Sales How To Feedback 273

Storyminers

OCTOBER 12, 2020

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

Entertainment 245

Entertainment Government Groups Management 245

TechSee

OCTOBER 13, 2020

Field service organizations have long been implementing measures to reduce their high operational costs. In particular, technician dispatches are a huge drain on operating expenses when considering labor costs, vehicle expenses, and the opportunity-cost of having technicians unavailable for revenue-producing activities. Field services may be tempted to decrease field service costs through various ‘quick fix’ methods, including: reducing technician headcount. minimizing hours of servi

Meeting 202

Meeting How To Knowledge Base Contact Center 202

GetFeedback

OCTOBER 12, 2020

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273

Customers 273

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. But what is it actually? In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. More and more companies are turning to customer-centric business strategies to differentiate themselves from the competition with customer experience.

Feedback 195

Feedback How To NPS Customer Centricity 195

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

How To

Alida

OCTOBER 13, 2020

Customer advisory boards (CABs) are a great way for organizations to sit down with their high-profile customers and gather feedback and advice from this VIP audience. CABs present an opportunity to find out what you’re doing right and where adjustments could be made to better serve the needs of your most important customers.

Feedback 173

Feedback Customers Customer Insights 173

ShepHyken

OCTOBER 14, 2020

Customer Experience 171

Customer Experience Customers 171

Heart of the Customer

OCTOBER 15, 2020

I’ve always been a big reader, but the pandemic has given me even more time to indulge my passion. I recently devoured Conscious Capitalism, by John Mackey and Rajendra Sisodia. It really struck a chord with me, particularly this paragraph calling on businesses to stop using the term consumer: “Businesses must think of their customers […]. The post What’s in a Name?

Consumers 167

Consumers Customers Insurance Tips 167

NICE inContact

OCTOBER 15, 2020

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?

Contact Center 156

Contact Center Call Center Trends 156

Speaker: Jam Khan, SVP, Product Marketing at ZoomInfo & guest speaker Amy Hawthorne, Principal Analyst from Forrester

Buying signals extend well beyond intent. They give go-to-market teams the chance to know everything about their customers. With buying signals, they can reach more customers and win more deals. Join Jam Khan, SVP, Product Marketing of ZoomInfo and guest speaker Amy Hawthorne, Principal Analyst from Forrester for this new webinar where you'll find out how marketing teams operate more efficiently and sales teams close more business when they act on buying signals, not just intent!

Customers

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

B2B 359

B2B Customer Experience Customers 359

Brandwatch CX

OCTOBER 12, 2020

134

134

Integrity Solutions

OCTOBER 14, 2020

The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.

Communication 134

Communication Tips Sales Customers 134

NICE inContact

OCTOBER 13, 2020

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

Contact Center 156

Contact Center Management How To Data 156

Advertisement

The annual Cognition virtual conference is back on October 16, and this year it’s FREE! You’ll enjoy: Inspiring Keynotes from top learning industry leaders, providing fresh perspectives to help you outperform the competition. Hands-on, Skill-Building Sessions to elevate your growth, retention, and product adoption strategies. Exclusive First Look at the latest innovations from Thought Industries, empowering you with tools to grow faster.

Conference

Customer Experience Update Submitted Articles

OCTOBER 12, 2020

Retail 357

Retail Customer Service Customers 357

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

CXS

OCTOBER 13, 2020

All companies are under pressure to deliver a brag-worthy customer experience (CX), but it can be difficult to know where to make investments that are likely to pay off. To guide the way, Zendesk partnered with ESG Research to build … The post CX Champions: How CX Leaders Who Raise Their Game Are Driving Business Success appeared first on CX 2020.

Customer Experience 130

Customer Experience Company Customers 130

Brandwatch CX

OCTOBER 15, 2020

124

124

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

How To

ReviewTrackers

OCTOBER 13, 2020

Healthcare 123

Healthcare Management 123

ShepHyken

OCTOBER 13, 2020

Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. Top Takeaways: To understand Generation Z as consumers is to understand the future of your (and every) business.

Consumers 115

Consumers Brands Connections Customer Experience 115

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Optimising Contact Centres. Published on: October 16, 2020. Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs.

Call Recording 113

Call Recording Trends Meeting Innovation 113

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post The Excuse Meter: Yikes! Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com.

Communication 111

Communication Leadership Customer Service Customers 111

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

dscout People Nerds

OCTOBER 15, 2020

Designers need to be mindful that they’re designing with their users and not just for them. Dr. Christina Harrington believes community-based participatory design can get us there. .

How To 111

How To 111

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If you missed her session on Operationalizing Iteration & Continuous Improvement for CS, you can watch it On-Demand here.). The day was full of so many thought-provoking presentations and aha moments, it’s impossible to pick just one key takeaway.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Optimove

OCTOBER 12, 2020

A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth. As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful. That you’re sending them the right message at the right time.

CRM 105

CRM Strategy ROI Video 105