Cyara

JANUARY 11, 2021

High quality customer service has always been the unsung hero of driving company profits, and the contact center experience often plays a key role in how that service is delivered and received. Back in 1990, a Harvard Business School and Bain & Company study revealed what is still one of the most quoted customer service insights: "In industry after industry… increasing customer retention rates by 5% increases profits by 25% to 95%," reported Harvard Business Review.

Contact Center 67

Contact Center Customer Retention Study Industry 67

Strikedeck

JANUARY 14, 2021

Mel Bilge shares her approach to growing success inside of a startup, and moving from the individual contributor role into a leadership position. The post Moving into CS Leadership Through Growth first appeared on Strikedeck | Customer Success Platform.

Leadership 59

Leadership Customer Success Customers Customer Engagement 59

Advantage Communications

JANUARY 12, 2021

With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.

Trends 69

Trends Customer Experience Loyalty Customer Base 69

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

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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.

Customer Experience

GetFeedback

JANUARY 11, 2021

Top tips to provide better service that’ll benefit your business and your customers.

Tips 332

Tips Customer Service Customer Experience Customers 332

Kerry Bodine

JANUARY 14, 2021

In 2020, many contact centers were forced into “do or die” changes in order to overcome the challenges brought on by the pandemic. However, these often heroic changes haven’t come without their consequences. With the world still in a state of flux, how can global CX leaders navigate the uncertainties of 2021 while optimizing the changes they implemented in 2020?

Contact Center 177

Contact Center Strategy Tips Customer Journeys 177

CX Accelerator

JANUARY 11, 2021

by Jeremy Watkin and Community. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

GetFeedback

JANUARY 14, 2021

20 essential customer loyalty survey questions and surveying best practices.

Loyalty 307

Loyalty Survey Customers 307

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Many people were working from home this year, were you? If so, then I’m sure that because you avoided commuting most days, you had the chance to discover some new blogs and podcasts.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

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

Call Center

Kerry Bodine

JANUARY 9, 2021

I’m thrilled to announce our new three-part open-enrollment virtual journey mapping bootcamp. And the best part is, you can mix and match the sessions based on your role or business needs. Pair Part 1 with Part 2 to learn how to identify the root causes of your customer experience pain points — and prioritize solutions that will benefit your customers and your business.

Customer Journeys 177

Customer Journeys Marketing Brands Customer Experience 177

NICE inContact

JANUARY 12, 2021

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.

Contact Center 160

Contact Center Engagement Management 160

GetFeedback

JANUARY 13, 2021

Become a CSAT expert with our comprehensive 4-week email course.

Customer Satisfaction 221

Customer Satisfaction Course Customers Tools 221

eglobalis

JANUARY 9, 2021

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

Technology 169

Technology Customer Experience CEM Measurement 169

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.

Data

Comm100

JANUARY 12, 2021

Customer service departments are highly integrated and diverse teams that thrive on precision, productivity, and agility. With countless emails, queries, calls, messages, and social media mentions pouring-in from every direction; it becomes hard to not miss a single incoming query. As a support agent, when the first thing you encounter on a regular office day is an overflowing inbox with nothing but customer grievances and queries, a subtle frown finds its way on your forehead.

System 131

System How To Social Media Knowledge Base 131

Steve DiGioia

JANUARY 14, 2021

Customers need to know that you have their best interests at heart. As business owners or managers, we get too bogged down with the day-to-day machinations of business and forget the ultimate goal; to satisfy our customer’s needs. We forget what Peter Drucker famously said that the purpose of a business is to create and keep a customer. We focus more on payroll than the proper staffing needed to service our customers.

Tips 130

Tips Customers Customer Journeys Brands 130

Storyminers

JANUARY 12, 2021

2021 is already a year of big changes. That makes planning tough. Let’s make it easier. Click on the video and ask a question that’s important to you. Go ahead, just ask it. Our team will consider it and I’ll get back to you with an answer. No fluff, no sales. It’s that simple. Go ahead, ask. You might get just what you need. The post You Ask, Mike Answers appeared first on StoryMiners.

Video 130

Video Sales 130

Alida

JANUARY 11, 2021

Elevate your existing Voice of the Customer strategy with a customer insight community comprised of thousands of highly engaged customers and prospects.

Customer Insights 130

Customer Insights Strategy Engagement Customers 130

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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.

Customers

Comm100

JANUARY 10, 2021

It may sound contradictory, but shopping for free live chat is both easy and difficult. It’s easy because there are many free live chat solutions to choose from – a testament to the fact that live chat is the most popular emerging customer service channel. The ability to offer live chat support to your customers – for free – is fantastic. But with so many free live chat software options to choose from, it can be difficult to compare them and figure out what is best for you and your customers.

Knowledge Base 130

Knowledge Base Software Survey Tools 130

ShepHyken

JANUARY 13, 2021

If you’ve been following my work, you know I’m a huge fan of the Ritz-Carlton. I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. When Horst speaks, I listen and take lots of notes. One of the questions he was asked had to do with empowerment, specifically about the $2,000 the Ladies and Gentlemen – what Ritz-Carlton calls its employees – are allowed to spend to ensure a guest has a great experience.

Hotels 146

Hotels Customer Service Training Training Course 146

Storyminers

JANUARY 12, 2021

The post The Future of Customer Experience – Virtual Course appeared first on StoryMiners.

Course 162

Course Customer Experience Customers 162

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. Never heard of TechSee? That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward.

Company 109

Company Wireless Video Technology 109

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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?

Customer Experience

GetFeedback

JANUARY 9, 2021

Summary text of the test post for localization.

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150

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. But monitoring it is sometimes easier said than done.

Customer Experience 133

Customer Experience How To Customer Satisfaction Metrics 133

Zeisler Consulting

JANUARY 14, 2021

We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice.

Culture 93

Culture Tools Customer Centricity Customers 93

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. Having recognised the need to provide customers with alternative support options over the last 9 months when on-site assistance was not feasible, more and more companies are turning to contactless service as a way to help their customers without stepping foot into their homes.

Loyalty 109

Loyalty Consumers Meeting Customer Expectations 109

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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?

Customer Experience

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. However, there is also nothing wrong with giving people a little Digital Nudge in the right direction.

Airlines 99

Airlines Examples Customer Experience Exercises 99

Wired and Dangerous

JANUARY 11, 2021

What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? At the core, anthropology is the study of humanity. Social or cultural anthropologists seek to understand how a culture, tribe, family, or clan link together through language, myths, mores, beliefs, rituals, and symbols.

Hotels 91

Hotels Culture Study Customers 91

Zeisler Consulting

JANUARY 11, 2021

I wrote recently about an incident at a local grocery store that sparked some thought about how sometimes we provide excuses instead of offering solutions. Likewise, sometimes at my gym, I come across a piece of equipment that’s out of order for some reason or another. Usually, there’s a note pinned to it alerting us that it’s not to be used.

Policies 93

Policies Course Brands Interaction 93