SaleMove
AUGUST 6, 2019
Let’s face it: nobody likes calling customer service. The pre-recorded voices, the button pressing, and the wait times can all wear on a customer’s patience. When he or she finally does reach a human [or a bot], what customers want more than anything else is a quick and effective solution to their problem. If you want to keep them happy and loyal, it’s your job to deliver.
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Second to None
AUGUST 9, 2019
Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. Yet, its importance persists. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime.
ChurnZero
AUGUST 9, 2019
5 Common Mistakes Customer Success Managers Make When Managing Their Day (And How You Can Avoid Them). Think you could be getting more done? Don’t we all, but the saving time is money is especially true when you are in charge of managing your customer’s success, which ultimately drives renewal revenue. . Productivity and time management skills don’t come natural to everyone and that’s okay.
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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.
Ecrion
AUGUST 7, 2019
If you’re like most businesses, you lose between 10-25% of your customers every single year. There are many reasons a customer might leave your business , but one of the biggest culprits is an age-old foe: poor customer service. What you might not realize is that your high employee turnover is intricately connected to bad customer service. Sure, you could say that high employee turnover means that customers have to deal with inexperienced staff, but the problem is much deeper than that.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
CloudCherry
AUGUST 4, 2019
Many corporate initiatives start out with a flood of excitement and energy, but it can be hard to sustain that momentum over the long haul. That’s a big reason why some customer experience (CX) programs are struggling. Think about it: CX programs can take three to five years to become a core part of the business. You need time to institute the voice of the customer (VoC) practices and take action based on authentic customer feedback.
QuestionPro Audience
AUGUST 8, 2019
Not many would describe taking traditional surveys as a compelling experience. Reaching the modern internet user is becoming more of a challenge. There are multiple articles of people earning up to $1,000 per month through paid online surveys and it only takes a few minutes to sign up and get started. The problem is, there are plenty of paid online survey companies out there that aren’t legitimate.
InMoment XI
AUGUST 6, 2019
This article was originally published by ESM. You can view the article here. Technology Vet to Enterprises: Stop Chasing Bright Shiny Objects and Focus on Basics When the CEO of a leading technology company warns business leaders to beware of ‘bright shiny objects,’ one should listen. With extensive experience in customer relationship management, human resources.
Experience Matters
AUGUST 5, 2019
Benchmarking #CX against competitors is a good activity, but it is overused. See 5 pieces of advice. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters.
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
Steve DiGioia
AUGUST 5, 2019
it's one of the reasons why consumers maintain loyalty Buffer, one of the industry-leading apps used to schedule and share content on social media, recently had a “bug” that affected 0.00599% of Buffer users (467 out of 7,800,000). A pretty small number if you asked me. So, what did they do? Well, first off, they fixed the bug and made changes to the login process that made signing-in more secure for all users, not just the 467 who were affected.
QuestionPro Audience
AUGUST 8, 2019
How many times have you seen somebody advertise on social media about putting their pet(s) up for adoption? Initially, the excitement of getting a puppy or a kitten home knows no bounds. But after a few months or years, these exciting pets suddenly need a new home or are at the risk of being abandoned by their owners.
Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. Ease of business is everything. Your strategy should aim to make it simple and easy for your customers to get to you, find what they’re looking for, make a purchase, and get the best onboarding and support possi
GetFeedback
AUGUST 7, 2019
Get visibility into the onsite service experience and take immediate action to improve your field service operations. We’ve all experienced the dreaded four-hour window waiting for cable service installation. The appointment is set, the onsite technician is dispatched, but there’s no telling if or when he’ll arrive. Eventually he does, but it’s still a few more hours until the onsite service is complete.
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.
Calabrio
AUGUST 7, 2019
Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. That’s why we were thrilled to see Calabrio customer Idaho Central Credit Union (ICCU) named runner-up in the “Best in Class Contact Center, 100-199 seats” category in the 2019 CCW Excellence Awards, recently announced at the event in Las Vegas.
QuestionPro Audience
AUGUST 8, 2019
Is conducting DIY market research easy? How do I begin researching my market? Where will I get my target respondents? What questions should I ask them? And most importantly, will I be able to conduct successful research on my own? If you think only a professional research agency will help you solve these problems, you’ll be pleasantly surprised to know that the internet has helped change this business model. .
NICE inContact
AUGUST 6, 2019
In an earlier post, The Digital Revolution, Rising Consumer Expectations , we showed how consumer expectations are changing and placing a higher priority on digital engagement with companies. We ended by detailing 7 best practices that we’ll detail here. 1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing.
GetFeedback
AUGUST 5, 2019
Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers – through surveys. Since then we’ve continuously worked on making it easier and simpler for organizations to build better customer relationships. Our goal is to provide companies with a seamless way to marry feedback data and customer data, enabling them to take intelligent action at the right time and provide an exceptional customer experience.
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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.
Customer Bliss
AUGUST 6, 2019
In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . The following is a lightly edited transcript of the video below. Where is a navigator when you need one? I always wonder, when a company sends customers this much paper, are they just hoping no one reads it? If they did want people to read it, wouldn’t they make it easier to understand and get through?
QuestionPro Audience
AUGUST 8, 2019
Hands down, soccer is the most popular sport on this planet today. It is estimated that more than half of the world’s population (4 billion out of 7.7 billion) consider themselves to be soccer fans. But soccer in the USA is still far behind being the most popular sport. Americans are more into baseball, basketball, and NASCAR.
NICE inContact
AUGUST 7, 2019
If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But not everyone is. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. Clearly there’s plenty of room for improvement in customer service.
GetFeedback
AUGUST 7, 2019
GetFeedback turns Field Service Lightning into a more well-rounded solution by providing deeper visibility into the onsite service experience.
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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 Bliss
AUGUST 8, 2019
I know we’re in August and the Back to School advertisements are making the rounds, but summer isn’t over yet! So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation.
Alida
AUGUST 6, 2019
In this automated, AI obsessed and data-driven world there is sweet irony that one of the biggest impediments to digital transformation, successful product launches, and exceptional customer experiences, are gut decisions and the opinions of the most senior person in the room.
NICE inContact
AUGUST 8, 2019
Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times. Contact centers must adhere to strict compliance standards, like FedRAMP that have largely precluded the government from easily taking advantage of new
GetFeedback
AUGUST 5, 2019
Six years ago, GetFeedback started on a journey to give companies a better way to listen to their customers –.
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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?
Experience Investigators by 360Connext
AUGUST 6, 2019
Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” you are actually answering the question “what brands have earned your trust?” What brand has proven, time and again, they can live up to their promises? Which brand hasn’t disappointed you? Which brand delivers on their expectations?
Comm100
AUGUST 8, 2019
As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world. CNN : “Smart robots could soon steal your job” Entrepreneur: “Robots Are Stealing Our Jobs” – Wall Street Journal : “White-collar Robots Are Coming for Jobs” The New York Times : “Are Robots Coming for Your Job?
NICE inContact
AUGUST 5, 2019
Contact centers need to manage, engage and retain their contact centers’ most important resource—their people. Workforce optimization can provide the insights, analytics and clarity into productivity to build and keep an expert team. 45 Workforce Optimization (WFO) Ideas in 45 Minutes features four panelists sharing practical workforce optimization tips based on their extensive experience managing contact center teams.
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