ShepHyken
SEPTEMBER 10, 2021
This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. They count on meaningful interactions with service professionals who make them feel valued.
Help Scout
SEPTEMBER 7, 2021
Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference. Or they might be very happy with an answer, not knowing you’ve given them incomplete or out-of-date information.
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inSided
SEPTEMBER 10, 2021
We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach. This week, it’s time to talk more about the people behind those metrics – it’s time to talk about team structure. Because your digital-led team might just look a little different from your “traditional” team.
TechSee
SEPTEMBER 7, 2021
When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. However, Visual Assistance can deliver value to many other use cases, all of which can help your organization save time and money and improve both the employee and 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.
ShepHyken
SEPTEMBER 8, 2021
One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. So, why would a customer terminate his or her relationship with you?
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Lumoa
SEPTEMBER 8, 2021
Customer Experience is evolving. The barrier to entry is lower than ever, and new competitors are entering the market every day. To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings.
Kustomer
SEPTEMBER 9, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Listen to the full podcast below to learn more about recognizing opportunities internally for customer success long-term.
CustomerSuccessBox
SEPTEMBER 7, 2021
Change is the only constant in life. The pandemic has taught us to expect the unexpected and adapt to survive. In fact, we were not given any warning or time to adapt. Million of companies around the world were forced to go into perpetual ”expect the unexpected” but have adapted to the unprecedented change and how beautifully they’ve done. COVID coerced many of us into a myopic mindset- questioning ourselves and feeling depressed about setbacks.
delighted
SEPTEMBER 8, 2021
We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Can you tell us how you got started in customer experience? I was lucky enough to take a non-traditional path.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Alida
SEPTEMBER 8, 2021
Honoring the principle “customers as assets” connects volume and value to customer experience ROI and growth.
Kustomer
SEPTEMBER 7, 2021
If you have ever been drawn to the words “ artificial intelligence ” in a sales pitch or wondered if machine learning could improve your business, you might have also questioned if your use case is even a good fit for what a machine learning model can do. A good way to approach answering this question is to consider the data you need to provide this artificially intelligent system in order for it to produce the promised result.
One Millimeter Mindset
SEPTEMBER 8, 2021
Do you have the same post pandemic professional target you aimed at about 18 months ago? Our professional environments have shifted. Many professionals I speak to feel somewhat out of sync professionally: trying to fit back into environments that just do not fit them anymore. Are you an out of sync professional? Is what you are feeling necessarily a bad thing?
Zeisler Consulting
SEPTEMBER 9, 2021
I’ve written previously about how silly things like Net Promotor Score’s ‘Likelihood to Recommend’ question can seem. I think, generally, that comes more from a place of complacency than downright lunacy. It’s more likely people are asking questions like that less because they’re off their rocker than simply because, well, that’s what everybody is asking.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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Totango
SEPTEMBER 7, 2021
B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments. Leveraging technology can help you implement the best practices you need to efficiently engage and retain B2B clients. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based
Kustomer
SEPTEMBER 7, 2021
Consumer demands are at an all time high. According to Kustomer’s latest research, a whopping 90% of respondents think contacting customer service should be easier, and 85% of respondents think customer service should be faster. Quick service also continues to outrank all other customer service qualities in terms of importance, no matter the demographic.
Eptica
SEPTEMBER 7, 2021
Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.
Heart of the Customer
SEPTEMBER 8, 2021
“We’ve all seen those studies where it says a one-point increase of CSAT equals this revenue, but to a Commercial Officer, a CEO, or a CFO, this doesn’t sound real. So it doesn’t put CX in a credible position. We need to prove this based on our own data: ‘These are the scores for the […]. The post Three Ways to Make Your Case appeared first on Heart of the Customer.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Beyond Philosophy
SEPTEMBER 4, 2021
If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company. It requires a mindset that understands the essential nature of it and then a consistent approach to applying it in all the areas of the company, from how you recruit talent and empower employees to how you prioritize customers in your team meetings.
ChurnZero
SEPTEMBER 10, 2021
There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. Not only does it motivate employees, but it helps them learn how their work affects the company’s performance, understand how they impact profits, and usually in
Eptica
SEPTEMBER 10, 2021
Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. Published on: September 10, 2021. Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring.
SurveySparrow
SEPTEMBER 8, 2021
Want the business gods on your side? Then this guide is for you! Imagine this. . A customer contacts your support team to express his dissatisfaction with the brand whose experience was superb earlier. But, of course, as a leader, you’ll try to find reasons for the blow and work towards improving the customer’s experience, won’t you? What if the employee experience needs work in place of the customer?
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Feedbackly
SEPTEMBER 7, 2021
In the customer experience niche, Salesforce has proven to be one of the very valuable tools. It helps companies manage their relationships with customers.
Bill Quiseng
SEPTEMBER 6, 2021
Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products. In short, I was very frustrated with the Amazon NO REPLY emails and subsequent customer service webpages requiring resetting passwords.
Kapta Customer Success
SEPTEMBER 7, 2021
Lack of visibility is one of the biggest problems impacting key account management, even in 2021. Isolated programs, account managers without sufficient buy-in to new systems, and broken processes compound to prevent revenue teams from gaining complete insight into accounts.
PK
SEPTEMBER 8, 2021
With the onset of the pandemic, the need for effective and meaningful digital communication has only increased, making it more important than ever before for brands to understand how to […]. The post Memorable digital writing: Amp up your brand with these skillsets appeared first on PK.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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