Kerry Bodine

SEPTEMBER 28, 2021

I don’t often run across survey data that makes me literally laugh out loud. But a recent — and somewhat cheeky — study commissioned by the CRM platform Insightly had me rolling in my desk chair. Thirty-one percent of U.S. adults reported that they’d rather wait in line at the DMV than try to resolve an issue with a company or service. A shocking fourteen percent said they’d rather go through the ordeal of getting a tooth pulled.

Customer Journeys 177

Customer Journeys Customer Service CRM Study 177

Customer Bliss

SEPTEMBER 28, 2021

Can I please ask: what’s with all the old magazines in waiting rooms? For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. Not only are the magazines old, but I also encounter the weirdest assortment. ( Horse & Hound anyone?) Waiting rooms appear to be the recycling bin of the healthcare industry.

Case Study 194

Case Study Study Healthcare Hospitality 194

NICE inContact

SEPTEMBER 29, 2021

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

Call Center 208

Call Center Customers How To Contact Center 208

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty. Some will point to their monthly newsletter or discount program to demonstrate their efforts.

Loyalty 389

Loyalty Tips Feedback Advertising 389

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 25, 2021

The modern consumer is looking for the easiest and quickest way to access your products or services. Any delays in service provision can lead to client loss, decreased revenue, and injured brand reputation. With the revelation that up to 75 percent of consumers expect to see a live chat offered over any other communication channel, companies and businesses are now prioritizing investment in white label chat software to better service their customers and improve their response times.

How To 251

How To Software Video Customer Satisfaction 251

NICE inContact

SEPTEMBER 26, 2021

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly. Our goal at NICE CXone is to help our customers build lasting relationships with their customers because we understand the value and importance of satisfying customers.

Contact Center 196

Contact Center Marketing Loyalty Customers 196

InMoment XI

SEPTEMBER 30, 2021

What do you want a customer experience (CX) survey invitation to do? Besides literally inviting someone, you want your invitation to tell the recipient that they’re valued and will also receive something of value if they accept it. Obviously, not every invitation accomplishes that. Email survey invitations especially have a hard time convincing the customer to even open the invitation.

Survey 370

Survey Tips Course Strategy 370

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers. In the first part of this series , we looked at why businesses can no longer afford to ignore digital transformation.

Customer Service 240

Customer Service Chatbots Banking Customers 240

QuestionPro Audience

SEPTEMBER 30, 2021

Why do you need a sample partner? Sampling helps researchers make inferences about the entire population by studying a fraction of the target population. Getting opinions from the right set of people chosen from a specific group is the top priority of researchers, and often these responses either make or break projects. A sample partner comes in to make life much easier for researchers.

Survey 195

Survey B2C Groups Trends 195

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

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. We’ve been focused on designing and delivering best-in-class experiences for decades, but customer experience is an expansive, evolving topic, and staying current on trends and the latest thinking in customer experience is always a challenge.

Customer Experience 177

Customer Experience Contact Center B2B B2C 177

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

Customer Service 165

Customer Service Chatbots Knowledge Base System 165

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve covered: Why You Can’t Afford to Ignore It , introducing the many benefits of digital transformation in customer service, including reduced costs, improved CSAT scores, improved efficiency, and much more. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. 5 Customer Service

Customer Service 226

Customer Service Culture Effort Score Chatbots 226

ECXO

SEPTEMBER 28, 2021

SHARE ARTICLE. Share on facebook. Share on twitter. Share on linkedin. Share on email. Share on whatsapp. eCXO day: Ron Kaufman, one of the best CX and EX Speakers around the Globe number one Guru presenting in the ECXO. Ron Kaufman, one of the best Customer and Employee Experience and Services Doers and Speakers around the globe, will present for the –>eCXo Day, an open-access community for your business and skills. — When: October 6th at 2 pm CET Join us in the open-access Euro

Employee Experience 156

Employee Experience Culture Connections Customer Experience 156

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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

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.

Effort Score 126

Effort Score Multi-Channel Feedback e-support 126

ShepHyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Industry 163

Industry Hospitality Leadership Customer Service Training 163

Comm100

SEPTEMBER 25, 2021

Live chat is a feature seen on almost every website, and in every field – anything from retail to more complex software. Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect. In fact, 79% of consumers prefer live chat to other options.

Software 221

Software e-support Healthcare Sales 221

Doing CX Right

SEPTEMBER 26, 2021

Listen to Madalyn Sklar, social media evangelist, explain how to enhance customer relationships, build communities, and gain competitive info. The post Leveraging Social Media For Customer Service & Competitive Insights appeared first on Doing CX Right.

Social Media 111

Social Media Customer Service Customer relationships Customers 111

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

Help Scout

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

How To 124

How To Customers Customer Service 124

ShepHyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 151

Sales Brands Tools Customer Expectations 151

Comm100

SEPTEMBER 25, 2021

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they connect with your customer service. While 80% of companies believe that they deliver an extraordinary experience for their customers, only 8% of their customers resonate with this claim. This means that while businesses know the importance of providing stellar customer services, few understand what it entails, and they still have a lot of work to do.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

Conversocial

SEPTEMBER 30, 2021

Digital customer engagement has changed. Modern consumers expect personalized, convenient and speedy interactions from their favourite brands, and they’re more than happy to jump ship to a competitor if their needs are not being met. It’s up to businesses to adapt their strategies or risk losing out. In the past 18+ months, consumer habits have shifted overwhelmingly to the digital realm.

Marketing 105

Marketing Customer Journeys Customer relationships Consumers 105

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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

PK

SEPTEMBER 30, 2021

In a world where digital innovation moves at a fast pace, companies often think that they do not have time to rebuild or create a new digital framework. They think, […]. The post Three steps toward a digital governance framework appeared first on PK.

Government 105

Government Innovation Company 105

ShepHyken

SEPTEMBER 27, 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. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. (CMSWire) The better the experience, the more likely that person will return and give the brand their business.

Customer Journeys 21

Customer Journeys Customer Service Social Media eBook 21

Optimove

SEPTEMBER 27, 2021

Some blog posts are more exciting than others: Today, we proudly announce a $75 million investment led by global growth investor Summit Partners. This is especially exciting because Optimove has been a profitable company since its inception, and after bootstrapping for our first five years, we’ve only raised $20 million in the last decade. We took this investment now to accelerate what is a fantastic momentum, as we grew 40% over the past 12 months, keeping healthy profit margins, and just

Leadership 21

Leadership e-support Telecommunications CRM 21

Kapta Customer Success

SEPTEMBER 27, 2021

Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.

B2B 105

B2B B2C Strategy Management 105

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

Heart of the Customer

SEPTEMBER 30, 2021

This is the first in a three-part series that explores critical questions CX leaders should be asking – and able to answer. There will be some overlap between B2C, B2B, and B2B2C issues, but I want to address each audience individually – starting here with B2C. One thing I’ve notice over years of talking with […]. The post 10 Questions for B2C CX Leaders appeared first on Heart of the Customer.

B2C 103

B2C B2B ROI Metrics 103

Myra Golden

OCTOBER 1, 2021

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Tips 103

Tips Video Feedback Customer Experience Design 103

Uniphore

SEPTEMBER 30, 2021

Recognizing and rewarding employee excellence has always been important for business success. But doing so now is absolutely critical, with competition for the best talent at an all-time high. And, with National Customer Service Week taking place between October 4-8, there’s no better time to reflect on customer service agents’ role in building a successful company and what constitutes good reward and recognition.

How To 100

How To Call Center Contact Center Feedback 100