ProProfs Chat

SEPTEMBER 17, 2021

Be it a startup or a multi-million dollar company; a website is the starting point of contact between your brand and customers. . Research suggests that it takes just about 50 milliseconds for users to judge your website and decide whether they want to stay or leave. . Multiple factors come into play while forming opinions about your website – its design, content, navigation, usability – the list is endless.

Survey 52

Survey Tips Feedback Examples 52

Conversocial

SEPTEMBER 13, 2021

I regularly research and write articles that eulogise about the importance of building customer relationships. If you follow the Conversocial blog there are recurring regular themes: it’s easier and more cost-effective to retain customers than acquire new ones, existing customers are more likely to buy from a brand again and messaging channels are the most effective way to keep these retained and loyal customers engaged.

Customer relationships 59

Customer relationships Consumers Brands Customer Engagement 59

Feedbackly

SEPTEMBER 17, 2021

If you have implemented a CX strategy for your business, you would know that CX metrics are an important aspect of it. They help.

Metrics 98

Metrics NPS Strategy Net Promoter Score 98

Alida

SEPTEMBER 16, 2021

Higher education institutions have always placed great value on their relationships with alumni, but Ohio State goes the extra mile to ensure they are listening to alumni voices. With a goal of encouraging alumni to volunteer their time, talent, or treasure, Ohio State takes a relationship-first approach, rooted in empathy, to find ways to drive the most value for alumni.

Customer Experience 49

Customer Experience Customers 49

Speaker: Becky Parisotto

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

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 241

Customer Service Social Media Omni-Channel Connections 241

Kerry Bodine

SEPTEMBER 14, 2021

How important is customer empathy? Does developing customer empathy across an organization lead to positive business outcomes? What best practices can you leverage in linking customer empathy to business results? I’m partnering with Alida and the CXPA to find the answers to these questions — and if you’re a customer experience professional, we’d love your perspective.

Customer Experience Professionals 35

Customer Experience Professionals Report Customer Experience Resources 35

Alida

SEPTEMBER 14, 2021

As a result of data overload, dashboards have long been a commonly used data visualization tool for business intelligence and data teams. However, we've identified a number of trends that are leading to insights professionals and researchers turning towards this visual and interactive method of displaying data and telling stories. So why is this happening?

Marketing 237

Marketing Trends Data Tools 237

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should. This is just to get you thinking about how good you really are.

Hotels 171

Hotels Customer Service Training Retail Customers 171

NICE inContact

SEPTEMBER 16, 2021

Small business leaders wear a lot of different hats and juggle multiple responsibilities.

Contact Center Software 200

Contact Center Software Contact Center CRM Software 200

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

IntouchInsight

SEPTEMBER 15, 2021

Regular operational audits and site inspection are invaluable methods to ensure your brand standards are being executed consistently across your business. But too many businesses are still executing their inspection process using now archaic paper forms.

Software 156

Software Brands 156

dscout People Nerds

SEPTEMBER 15, 2021

[dscout x HmntyCntrd] It starts with small acts of support, resistance, and introspection, at a daily level.

138

138

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers. Top Takeaways: A repeat customer keeps coming back but a loyal customer is someone who will do even more business with you once they come back.

Consulting 161

Consulting Customer Journeys Marketing Training 161

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts. In this guide, we cover some common topics surrounding small business customer service and provide some insights gained from our years of working in support — as well as insights from small business lea

Customer Service 128

Customer Service Self Service Tips Chief Customer Officer 128

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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

IntouchInsight

SEPTEMBER 15, 2021

A new month means new product updates from Intouch Insight. We have introduced several new features across our platforms and can’t wait for you to try them out.

Customer Experience Management 156

Customer Experience Management Management Customer Experience Customers 156

MyCustomer

SEPTEMBER 14, 2021

Engagement How do you find the right CX KPI for your company?

Company 121

Company Customer Experience Engagement Customers 121

ShepHyken

SEPTEMBER 13, 2021

Each week I read many 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. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. (CMSWire) Although the terms “customer loyalty” and “customer retention” are often used interchangeably, they actually refer to two different things.

Customer Service 159

Customer Service B2C B2B Customer Retention 159

Thematic

SEPTEMBER 12, 2021

NPS, CSAT, CES.it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., your customers are often telling you how they feel about specific features, customer service quality, user experience, and more.

Metrics 117

Metrics Analytics Feedback Effort Score 117

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, 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

Myra Golden

SEPTEMBER 17, 2021

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service How To Customers Innovation 116

Daniel Group

SEPTEMBER 16, 2021

This content is password protected. To view it please enter your password below: Password: The post Protected: As Covid continues, CX Approaches to Gathering Feedback Need to Expand appeared first on The Daniel Group.

Feedback 115

Feedback Groups Survey B2B 115

ShepHyken

SEPTEMBER 17, 2021

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty. Getting and keeping a customer’s attention can be a challenge for companies in today’s competitive marketplace.

Tips 113

Tips Customer Experience Loyalty Loyalty Programs 113

Eptica

SEPTEMBER 17, 2021

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Published on: September 17, 2021. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.

Omni-Channel 112

Omni-Channel Trends Consumers Interaction 112

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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

Kate Nasser

SEPTEMBER 12, 2021

Impersonal medical care undermines patient trust & follow-up. Real life examples fr Kate Nasser, The People Skills Coach™ Healthcare Medicine. The post Impersonal Medical Care Creates These Problems | #Healthcare #PeopleSkills appeared first on KateNasser.com.

Healthcare 110

Healthcare Examples Hospitality Communication 110

Myra Golden

SEPTEMBER 17, 2021

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online. My son’s school reinstated mask mandates this week. Speaking of masks, I’m doing a lot of digital de-escalation training for clients in museums, libraries, theaters, and medical offices.

How To 109

How To Policies Training Video 109

inSided

SEPTEMBER 16, 2021

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it! Digital customer success has been a hot topic lately. Let’s start by defining what digital customer success is, and for this, I’m going to quote Brian LaFaille ’s definition as I believe it is the most straightforward and si

Customer Success 101

Customer Success Customer Journeys Strategy Customers 101

Help Scout

SEPTEMBER 16, 2021

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years. Gone are the days that outsourcing was only accessible to companies that have 25 or 50 seats to fill.

Customer Service 98

Customer Service Training Average Handle Time Metrics 98

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

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

Optimove

SEPTEMBER 12, 2021

The post 2021 Gartner’s Critical Capabilities for Multichannel Marketing Hubs appeared first on Optimove.

Marketing 98

Marketing 98

Perceptive

SEPTEMBER 15, 2021

Marketing has changed—and we're the ones changing it. As consumers focus more and more on online purchases and, more recently, with Covid-19 causing a surge in the uptake of eCommerce, organisations are fast pivoting their traditional and digital marketing strategies to draw consumers to their business. Here at Perceptive, we've also discovered that marketers and market researchers who want to be successful in this new arena need to be able to marry the two disciplines together.

Strategy 98

Strategy Marketing Ecommerce Consumers 98

Kapta Customer Success

SEPTEMBER 13, 2021

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation.

Customer Success 97

Customer Success Management Customers Strategy 97