C3Centricity

OCTOBER 22, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.

Retail 220

Retail Advertising Course Survey 220

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. A successful onboarding experience can lay the foundation for a loyal lifetime buyer, while a negative experience can push your new customer directly into the hands of a competitor.

Net Promoter Score 72

Net Promoter Score Metrics Customers Training 72

Doing CX Right

OCTOBER 20, 2020

Who are your favorite companies, and what makes you brand loyal? People typically answer this question based on how well a business understands and meets their needs. Buying decisions go way beyond price as we often pay a higher cost to shop at a particular place. Consider coffee, for example. Customers, including me, spend triple the price at Starbucks compared to other local coffee shops.

Voice of Customer 69

Voice of Customer Customer Journeys How To Feedback 69

NICE inContact

OCTOBER 21, 2020

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

Call Center 256

Call Center Training Sales Technology 256

Advertisement

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

GetFeedback

OCTOBER 19, 2020

Three common issues that lead to shopping cart abandonment on websites and how to use feedback to overcome them.

How To 273

How To Feedback 273

TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Customer Expectations 207

Customer Expectations Survey Consumers Innovation 207

BlueOcean

OCTOBER 22, 2020

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear and concise: stay operational and deliver on our KPIs while keeping our people safe.

Contact Center 156

Contact Center Training Effort Score Virtual Agent 156

GetFeedback

OCTOBER 18, 2020

Three reasons why users abandon shopping carts on mobile devices and how to overcome them.

How To 221

How To 221

NICE inContact

OCTOBER 19, 2020

NICE inContact CXone has all your needs covered, from 30+ channels, to digital-ready workforce management and quality management, all under one hood with one seamless experience. That way you can spent less time worrying how to execute your digital transformation, and more time wowing your customers and engaging your agents.

Customer Service 156

Customer Service Customers Engagement Management 156

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

Steve DiGioia

OCTOBER 22, 2020

We face many distractions and obstacles in our day-to-day lives so it’s not worth the effort to be something you are not. Eventually, your true self will come out. When it does, and if you are not showing desirable traits, you will be shunned for being “fake” Here is how to be true to yourself and your business. We are who we are – until we’re not.

Tips 130

Tips Guidelines Measurement How To 130

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Company 130

Company Self Service Government Contact Center 130

CXS

OCTOBER 20, 2020

We looked at an interview conducted earlier this year with Chain Stone Age and Jerry Campbell, a speaker of the Customer Experience Strategies (CXS) Summit. Mr. Campbell talks about how 7-Eleven took immediate measures to uplift its customer support operations in response … The post 7-Eleven Elevates Customer Experience With Its New Mobile App appeared first on CX 2020.

Customer Experience 130

Customer Experience Measurement Customers Strategy 130

ShepHyken

OCTOBER 21, 2020

Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. Realize that others in your industry are probably asking themselves the same question.

Exercises 157

Exercises B2C B2B Customer Service Training 157

Advertisement

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

OCTOBER 22, 2020

Oscar Wilde’s famous quip shapes my marketing philosophy, “There is only one thing worse than being talked about, and that is not being talked about.” One of the reasons the brilliant quote rings true is because of the concept of Priming. When you bring attention to things, it influences how people act upon them. Priming activates some part of our mind, and that’s enough to produce this response out of us.

Customer Journeys 114

Customer Journeys Policies Insurance System 114

Second to None

OCTOBER 19, 2020

Your employees can tell you a lot about your organization. The people on your team interact with customers, drive your operation, and affect financial performance. Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like?

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Talkdesk

OCTOBER 19, 2020

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces.

Contact Center 119

Contact Center Software Survey Training 119

Zeisler Consulting

OCTOBER 22, 2020

I’ve written previously about different job postings with CX-sounding titles. One of those jobs is in the family of “Customer Success” positions. If you’re like me, and work in CX, you may have wondered, What, exactly, is , Customer Success? From a CX perspective, it may be useful to understand how these roles and their responsibilities differ from ours.

Customer Success 93

Customer Success Customer Centricity Culture Customers 93

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

Wired and Dangerous

OCTOBER 19, 2020

Customers have changed! Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle —quicker to leave if unhappy. One in three consumers (32%) say they will walk away from a brand they love after just one bad experience.

Travel 91

Travel Consumers Customer Experience Customer Service 91

Heart of the Customer

OCTOBER 23, 2020

As CX practitioners, we work to uncover the Voice of the Customer (VoC) and use it to drive our company to improve. We combine qualitative and quantitative methods to understand what customers need and communicate this to the rest of the company to ensure we remain relevant to customers. But if you’ve ever worked within a B2B company, you […].

Tips 97

Tips Management B2B Communication 97

Talkdesk

OCTOBER 21, 2020

We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again. Frankly, that kind of experience frustrates us and hurts our relationship with that product or service provider.

Self Service 107

Self Service Contact Center Call Center Trends 107

Ecrion

OCTOBER 21, 2020

Customer engagement and customer experience are regarded as cornerstones of business development. However, there is a lot of confusion between the meaning of each terms, and even though they are often used as synonyms, customer experience is different from customer engagement. Take a look at the infographic below and find out how! Customer Engagement vs Customer Experience.

Infographics 105

Infographics Customer Engagement Engagement Customer Experience 105

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

Kustomer

OCTOBER 19, 2020

Brands on Instagram can now engage with followers, leverage influencer connections, and resolve support issues at scale inside the Kustomer omnichannel CRM platform. New York, NY – October 19, 2020 – Kustomer , the modern customer experience CRM, today announces its integration with Instagram Messaging. Brands can now engage with followers, connect influencer-driven conversations to company experts, and resolve issues quickly, allowing businesses to take advantage of rapid growth in

Customer Service 105

Customer Service CRM Omni-Channel e-support 105

Kate Nasser

OCTOBER 18, 2020

Rediscover respect to unleash your true potential in leading morale, serving customers, & relationships. Kate Nasser The People Skills Coach™. The post Rediscover Respect The Hugely Underused Emotion | #LeadMorale appeared first on KateNasser.com.

Employee Engagement 105

Employee Engagement Sales Customers Communication 105

UJET

OCTOBER 22, 2020

Omnichannel was never supposed to be just about your agents. Sure, your customer service agents need to be able to switch seamlessly from chat to voice and have all customer information in one easily accessible location. But omnichannel was always supposed to unify the customer journey, too. Improving the customer experience isn’t just a product of your agents having everything in one dashboard; it’s customers transitioning from chatting with your agent to speaking with them over the phone—witho

Omni-Channel 90

Omni-Channel Consumers Brands Contact Center 90

Gainsight

OCTOBER 22, 2020

1. Tell us a bit about yourself and what your role is at Gainsight. I’m responsible for Product Management and Technical Communications. As one team, we provide relevant guidance to users when they need it, whether it is through documentation or inside the product. With a finance background, I am focused on developing our Revenue Optimization solutions, which connects Customer Success to revenue. . 2.

Meeting 98

Meeting Management Roadmap Customer Centricity 98

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

Ecrion

OCTOBER 20, 2020

1. Practice Positivity | 2. Be Patient | 3. Keep Things Simple | 4. Actively Listen |. 5. Remain Composed | 6. Be Confident. Customer service is the heart of any successful business. It ensures that your customers have an excellent experience every time they come into contact with someone that works within your company. Even the best companies find themselves needing to improve in the customer service department every now and then.

Customer Service 98

Customer Service How To Infographics Customers 98

CSM Magazine

OCTOBER 19, 2020

With keen competition in the eCommerce space, customer service is a top priority. Alon Ghelber looks at some of the top Shopify Customer Support apps available today. The transition from physical stores to eCommerce was happening at a vigorous pace before the COVID-19 crisis. The pandemic has transformed the choice to shop online into a necessity for many shoppers.

Ecommerce 98

Ecommerce Social Media Chatbots Customer Service Strategies 98

Chadwick Martin Bailey

OCTOBER 19, 2020

Lori brings more than two decades of insights experience to her work with leading brands—translating business challenges into action, providing the voice of the consumer for both strategic and tactical initiatives to build brand and drive business results. Lori delivers insights, and the ever-important “now what?” through a deep understanding of consumer behavior, that’s always translated through the lens of business needs and realities.

Consumers 98

Consumers Meeting Industry Brands 98