ReviewTrackers

MARCH 9, 2021

Customers 123

Customers 123

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Zoom classrooms, livestream weddings, and GoToMeeting staff conferences have become part and parcel of our everyday lives. This remote and digital-first world has made service organizations rethink how to engage with customers.

Self Service 109

Self Service Customer Service Video Engagement 109

Steve DiGioia

MARCH 8, 2021

The lowly cornfield scarecrow hangs idly in the field while a flock of birds, having long since gotten over their fear of the fake man, eat their share of the surrounding crops. He has failed in his mission. The scarecrow now serves no purpose and has outlived its usefulness. Sadly, it serves as a reminder of what once was. Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. 1.

Customer Service 204

Customer Service How To Policies Training 204

GetFeedback

MARCH 7, 2021

We talk with Mike Cancel, user support operations manager at Pandora—the largest streaming music provider in the US—about his career in the customer experience space.

Customer Experience 305

Customer Experience Customers Management 305

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

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. But what does that mean? And what’s most important to prioritize in education?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

NICE inContact

MARCH 10, 2021

The quality of service delivered by small business call centers used to be limited by the functionality of their PBXs or VoIP services. Modern call center software features that can transform the customer experience (CX) were only available to the big guys with their big wallets.

Call Center 216

Call Center Software How To Customer Experience 216

GetFeedback

MARCH 7, 2021

Uncover the value customer’s yield by gathering feedback with surveys.

Survey 195

Survey Measurement Feedback Customers 195

Heart of the Customer

MARCH 9, 2021

How would you respond if your deliberately behind-the-scenes customer experience efforts were suddenly thrust to the foreground? That’s the challenge Office Pride Commercial Cleaning Services’ CEO Todd Hopkins faced when COVID changed the way we all think about cleaning. I met Todd after customer service guru Shep Hyken recommended him in response to my call […].

Customer Experience 174

Customer Experience Customer Service Customers Customer relationships 174

Storyminers

MARCH 10, 2021

It’s a misconception to believe that stories can drive change or make it happen. The root of that belief is that leaders can ‘make’ people change to do new things in new ways. The fact is that nothing is farther from the truth. If your leadership style is punitive, consider changing it. It’s rapidly going out of fashion in the 2020s.

Customer Journeys 182

Customer Journeys Fashion Leadership Metrics 182

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

ShepHyken

MARCH 10, 2021

I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. It’s leadership’s job to define the customer service vision, ensure it’s communicated, and be the role models demonstrating how customers and employees are to be treated.

Culture 159

Culture Hotels Customer Service Training Training 159

NICE inContact

MARCH 11, 2021

The digital customer journey is very different from a physical shopping experience, yet it is very much the same. With the ever-changing needs of the consumer, it can be difficult for businesses to keep up and ensure that customers have a seamless buying journey from start to finish and beyond.

Customer Journeys 156

Customer Journeys Contact Center Customer Experience Connections 156

Heart of the Customer

MARCH 12, 2021

Operational mistakes happen. If a company handles them well, customers will forgive the occasional lapse. But UPS’s recent operational lapse on a very sensitive item actually went from bad to worse. The good news is, we can learn from their mistakes to produce a better emotional outcome for our customers. And that outcome matters: When […]. The post UPS Fail: Mishandled With Care appeared first on Heart of the Customer.

Company 167

Company ROI Customers Metrics 167

Bob Hayes

MARCH 8, 2021

Results of a survey of data professionals show that about 1 out of 5 are women. Women are paid less than their male counterparts yet both women and men have similar levels of education. Ways of improving gender diversity in the field of data science are offered. Figure 1. US Labor Force Statistics for Selected Occupations. Even though women make up about half of the total workforce in the US, those numbers hide the disparities in some occupational domains.

Data 145

Data Analytics Analysis Survey 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

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The pandemic has brought everyone back to basics. Budgets have run tight, making buyers selective about what they pick. Needless to say, luxuries of life have been replaced by the ‘must-have’ items.

Strategy 154

Strategy Self Service Customer Journeys B2B 154

NICE inContact

MARCH 9, 2021

Sometimes contact center professionals become so focused on agent-assisted customer service methods that they forget many customers just want to help themselves. A personalized interaction with a competent and engaging agent can be highly satisfying but it isn't always a customer's first choice.

Self Service 156

Self Service Contact Center Interaction Customers 156

Integrity Solutions

MARCH 11, 2021

Virtual Engagement For Remote Selling. Remote Selling Success Starts Before The Call Even Begins. By Bruce Wedderburn. What is the ‘digital disconnect’ and how effectively are you dealing with it? While salespeople across industries are settling in to a world of hybrid and remote sales , most are still working to adapt to the nuances and variables that can affect success in a virtual selling environment.

Engagement 136

Engagement Sales Video Meeting 136

Alida

MARCH 11, 2021

We’ve partnered with Crack the Customer Code to bring valuable resources and discussion to the CXM community. Alida was designed for brands that care about listening to the voice of their customer and just as importantly, actioning these insights across their business to make better, more customer-centric decisions, and ultimately drive growth.

Customer Centricity 130

Customer Centricity Resources Customers Brands 130

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

ShepHyken

MARCH 8, 2021

Each week I read a number of 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. Why marketing can no longer ignore customer experience by Jason VandeBoom. (Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

Customer Service 146

Customer Service Hospitality Airlines Infographics 146

Storyminers

MARCH 10, 2021

During this CX Quick Tips expert, Mike Wittenstein joins this week’s CX Quick Tips (less than 10-minutes) discussion with CX Expert and Editor in Chief of CX Global Media Jim Rembach. We will discuss a list of techniques people with ongoing projects can use to keep the momentum up and encourage an ever-greater number of team members (internal or partners) to participate and adopt new ways of working.

Marketing 130

Marketing Tips 130

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Published on: March 12, 2021. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Meeting 120

Meeting Omni-Channel Trends Customer Satisfaction 120

Alida

MARCH 8, 2021

Given the theme of 2021's International Women's Day campaign: #ChooseToChallenge, Alida is choosing to take a stand to challenge gender bias and inequality.

130

130

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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.

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ShepHyken

MARCH 9, 2021

How to Say Yes…Almost Always. Empowering Your Employees to Create an Amazing Customer Experience. Shep Hyken interviews Christine Trippi, CEO at The Wise Pineapple. They discuss the value in empowering your employees to provide the best experience possible for your customers. Top Takeaways: The secret to getting your employees to love coming in to work is creating an environment where employees feel welcome, loved and empowered.

Hospitality 27

Hospitality Culture Hotels Training 27

One Millimeter Mindset

MARCH 11, 2021

Does a continuous learning strategy fit into your professional roadmap? Are you always focused on learning new stuff, different ways of perceiving problems, and additive skills for professional improvement? When you explore truly new ways of thinking, then doing, your entire professional performance is rewired and impacted, moving forward. You know the feeling, don’t you?

Strategy 106

Strategy Leadership Roadmap Consulting 106

Daniel Group

MARCH 12, 2021

Are You Giving Customers the Experience They Desire? Part I. Welcome to Success Strategies. Are you giving your customers the CX they desire from from you? We recently introduced a new four-part blog series: Giving Your Customers What They Want. Throughout the series, we will explore the importance of the following topics: Part 1: Make CX Easy focuses on the importance of making it easy for your customers to do business with you.

Net Promoter Score 105

Net Promoter Score Customer Experience eBook B2B 105

CSM Magazine

MARCH 11, 2021

More and more businesses are turning to outsourcing, and for good reasons: it’s cost-effective and easily scalable. Contact center outsourcing has proven to be highly beneficial, but it isn’t without its faults. It is vital to understand both pros and cons of outsourcing to know whether it’s the right move for your company. In this article, you can read about the good and the bad and decide based on what you learned.

Contact Center 105

Contact Center Call Center Multi-Channel Culture 105

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

The DiJulius Group

MARCH 10, 2021

6 Quick Tips to Help you Make Price Irrelevant 1. Customer Service Feature Story Q: What kind of customers do you want to attract? A: “I want a bunch of Tesla driving, Peloton riding, Starbucks drinking, Apple using, lululemon wearing customers.” Q: How do you attract them? A: “Not by running discounts; this type of. Read Full Article.

Tips 105

Tips Groups Customers Customer Service 105

dscout People Nerds

MARCH 10, 2021

Beta testing offers ample mixed-methods opportunities, providing rich insights on lean timelines.

103

103

One Millimeter Mindset

MARCH 9, 2021

An enlightened cross-functional customer retention strategy is key to strategic business success. After all, retaining customers is central to business longevity. You know this. I know this. We all know this. So, why is “this” so difficult to do… cross-functionally? Because professional proactivity is central to a cross-functional customer retention strategy.

Customer Retention 102

Customer Retention Strategy Leadership Innovation 102