Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. 1 Very often, customer perceptions of their experience boils down to the little things like whether anyone responds timely when they reach out to a company.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

GetFeedback

MAY 24, 2020

The most prominent challenges of running a cross-functional CX team and how to overcome them.

How To 411

How To 411

Alida

MAY 27, 2020

86% of buyers will pay more for a better customer experience. Customer Experience was ranked the most exciting business opportunity in Adobe’s Annual Digital Trends report. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Study 130

Study Trends How To Report 130

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. Since most open businesses now require customers to wear a facemask – as well as all employees – it’s almost impossible for your customer to see your smile.

Policies 328

Policies Tips Customers Groups 328

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

InMoment XI

MAY 28, 2020

Text analytics, also known as text mining, is a technology that turns that unstructured information into structured information so that it can be properly analyzed by business intelligence systems. From there, the data can be used to guide business changes and increase customer satisfaction. With text analytics, businesses have the power to collect, store and.

Analytics 195

Analytics Customer Satisfaction System Technology 195

Experience Matters

MAY 27, 2020

As many part of the U.S. loosen their COVID restrictions, many businesses are heading into the Explore phase, the first of three phases of recovery that I’ve previously defined. To understand consumer mindset entering into this new phase, we asked 10,000 U.S. consumers a number of questions about their attitudes and activities. Health Concerns And Trusted Information Sources We wanted to understand how consumers feel about their personal health risk and where they turn for information.

Consumers 188

Consumers Customer Experience Customers 188

NICE inContact

MAY 27, 2020

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Contact Center 177

Contact Center Customers Management Call Center 177

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line. So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast.

Comparison 148

Comparison Travel Training Metrics 148

GetFeedback

MAY 26, 2020

Vincent Wermus, Directeur Produit, nous explique pourquoi il a choisi d’implémenter une solution Voix du Client au moment de la refonte du site Travaux.com.

195

195

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

Steve DiGioia

MAY 28, 2020

As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers. These tips are called “Tips on Thursday” The goal of these tips is to provide my dedicated readers with actionable tips that can be shared with their friends and fellow employees and can be used in any industry to start their day with a focus on providing the BEST service and experience for their customers.

Tips 147

Tips Leadership Groups Tools 147

NICE inContact

MAY 25, 2020

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Contact Center 177

Contact Center Industry Customer Service Company 177

Storyminers

MAY 27, 2020

GALILEO is the name of the digital agency my business partner, Jackie Goldstein, and I started in 1992. We picked the name not only because of Galileo’s prowess as an innovator (he brought the telescope, scientific method, and a mathematical perspective about astronomy to the world’s attention), but because he championed what he believed in. Galileo defied the Church; for that he was excommunicated and lived his last years under house arrest.

Travel 147

Travel Innovation Video Employee Experience 147

Pointillist

MAY 28, 2020

Customer Journeys 145

Customer Journeys Management Customers 145

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

Experience Investigators by 360Connext

MAY 26, 2020

How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make purchases to how many employees can really come back to certain workplaces. It’s no small task and it’s really a new experience for everyone.

Customer Journeys 143

Customer Journeys Net Promoter Score NPS Course 143

NICE inContact

MAY 27, 2020

People are joining the NICE inContact Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.

Contact Center 156

Contact Center Customers Management Call Center 156

Storyminers

MAY 27, 2020

Amazon has formally introduced its new Amazon GO retail concept on the West Coast. Basically, you can shop without lines and without going through checkout. A combination of technologies (they say, the same ones used in self driving cars) are used to notice what you pick up and what you put in your cart or back. As soon as you leave the store, your order is totaled, your Amazon prime account is charged, and you get a receipt on your mobile phone.

Retail 147

Retail Technology Video Tools 147

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. We heard from one of our Shepard Letter subscribers, Jared Lender, who gave us another example of a gap , one that results from incomplete information.

Video 133

Video Customer Service Training Training Customer Service 133

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

Comm100

MAY 28, 2020

Key performance indicators (KPIs) are measurements that show how effectively a company is achieving its goals. KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Measuring KPIs is like taking your car to the mechanic. Sometimes you do it to diagnose a specific problem, while other times you do it to make sure that everything is running smoothly and see what could be improved

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

NICE inContact

MAY 25, 2020

Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Contact Center 156

Contact Center Industry Customer Service Company 156

Storyminers

MAY 27, 2020

We’ve been doing business the same way for so many decades; it’s hard to imagine other ways to achieve success. Work hard, make big profits, and always get better at what you do. These are the mantras we’ve all heard – and still share. Conversations about reimagining business quickly point toward automation as the way to make things faster and more efficient.

Omni-Channel 147

Omni-Channel System Case Study Leadership 147

Calabrio

MAY 26, 2020

As I write this, it is hard to believe we are almost to June already. We are nearly halfway through 2020 and it feels like we have accomplished so much with having to pivot, face new challenges and most importantly stay safe. Yet it can be easy to forget these achievements with the vast majority of our original plans thwarted. As a world, we are slowly testing how to return to some sense of normalcy.

Leadership 130

Leadership Financial Culture Communication 130

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CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. However, despite the increase in the demand for an effective customer success manager and teams, there is no standardized incentive model to compensate them.

Customer Success 126

Customer Success Management Metrics Effort Score 126

ShepHyken

MAY 26, 2020

Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology. Top Takeaways: Many customers believe that companies don’t care about customer service.

Contact Center 122

Contact Center Customer Service Representative Omni-Channel Technology 122

Storyminers

MAY 27, 2020

It’s not easy trying to grow a business. You’re often left standing in the middle of a saturated market, scratching your head and wondering “what can we really do to separate ourselves?”. Do you develop a new product, find a new market, or maybe pour money into advertising? When a company gets to this point, a lot of people overlook one key element in the equation; the customer.

Measurement 147

Measurement Advertising Competitive Advantage Customers 147

The DiJulius Group

MAY 27, 2020

1. Feature Article Your Customer Experience in the New Normal By Dave Murray, Senior Customer Experience Consultant In these uncertain and unprecedented times, organizations have to figure out how to walk the tightrope of managing cashflow and how to invest in key training that will allow them to pull away from their competition. At the. Read Full Article.

Customer Experience 116

Customer Experience Consulting Groups Training 116

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

One Millimeter Mindset

MAY 26, 2020

Consider that you just may be wrestling with professional burnout, at this point. By now, you realize your “temporary” hiatus from the workplace does not represent anything close to a 14-day quarantine exercise. And your adrenaline-driven rush during March only represents the front end of the pandemic bell curve. Not the entire cycle. And, Memorial Day comes and goes.

Exercises 113

Exercises Communication Measurement Tools 113

Integrity Solutions

MAY 28, 2020

The only reason that a customer would or even should consider doing business with us is that somehow we enhance their ability to attract and serve their customers. By Derek Roberts. If you are in sales, you know that feeling of satisfaction (or even elation) you get from closing a sale. It’s motivating and rewarding. However, the allure of “getting the win” can also be a potential trap for some of us.

Sales 110

Sales Customers B2B Connections 110

Storyminers

MAY 27, 2020

Storyminers is quite proud to be included in Chattermill’s top 50 of their: The Top 100 Customer Experience Blogs You Need to Be Reading. We think it’s pretty cool because the selection is powered by Artificial Intelligence. It’s not about the most ‘likes’ and ‘shares’. Yes, the criteria used is based around 3 key areas that Chattermill works in – Analytics, Artificial Intelligence and Customer experience.

Case Study 147

Case Study Comparison Study Analytics 147