Trending Articles

Guest Post: 6 Best Business Management Tips While Investing in Customer Experience

Shep Hyken

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience.

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How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

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Your Customers Don’t Feel Heard

Alida

The pandemic has sparked immense change in consumer behaviour trends and so it should come as no surprise that consumer needs and desires have also shifted. But have brands adapted alongside their customer base? According to over 5,000 global consumers, clearly not enough. Customer Experience

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Interview with Pierre Leurquin, Digital, Data & E-Commerce Director at Christofle

GetFeedback

Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience. Customer Stories

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

How Device Intelligence Can Fuel Customer-Centric Decisions

Guavus

When I think about how mobile devices have evolved over the last few decades, it is difficult to remember a time before connected devices were everywhere.

2021 82

More Trending

Execs: It’s Time to Raise Your Expectations!

Heart of the Customer

As I wrote previously, the jostling in the customer experience (CX) technology marketplace over the summer saw Kitewheel purchased by CSG, Usermind purchased by Qualtrics, and Medallia taken private by Thoma Bravo. Then Qualtrics bought Clarabridge, too.

2021 83

Old School Ideas Can Have Big Impact 

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

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27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

2021 85

3 Commonly Neglected Micromoments in Your Customer’s Journey

Experience Investigators

“Success is the sum of small efforts, repeated day in and day out.”. – Robert Collier. What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. .

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Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

Product Spotlight: Blueshift’s Next-Generation Journey Builder

Blueshift

If we can sum up Blueshift’s mission in one sentence, it’s to empower marketers like you by making smart marketing simple. We want to help you deepen customer engagement and realize results fast. Our next-generation Journey Builder.

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Customer Advocacy: How to Get Your Customers and Customer Success Team Invested

ChurnZero

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. If you work for a SaaS business, you know word-of-mouth marketing is everything. Today’s companies need to have exceptional reviews, references, and referrals if they want to compete and grow.

2021 66

Patient Engagement vs Patient Experience

Zonka Feedback

Words like patient experience and patient engagement may have been casually flung around and even used interchangeably in the healthcare industry. But it is now more important than ever to know what they mean.

2021 74

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

2021 69

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Customer Experience: Your Superhighway To Business Success

Kerry Bodine

Here’s how I define customer experience: It’s your customers’ thoughts, emotions, and perceptions about their interactions with your organization. These words — thoughts , emotions , perceptions — sound touchy-feely. Fluffy even. And because of that, many execs and organizations still dismiss them.

2021 79

Managing Health Insurance CX During "Crunch Times" and Year Round

Cyara

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

15 Customer Communication Tools to Engage Your Audience

Help Scout

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships. Read the full article

2021 68

Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

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AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .

2021 78

Looking to improve customer experience? Sell more!

Customer Enthusiast

Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC.

2021 58

Use SMS payments to get paid faster – every time.

BirdEye

Girl Scouts of America might be over 100-years old but they are more progressive than many businesses when it comes to getting paid faster! Adapting to the demands of consumers, scouts selling girl scout cookies are equipped to accept SMS payments.

2021 70

5 Best Knowledge Management Software Options

CSM Magazine

The options on this list are packed with unique features that help your business store, organize, manage and retrieve knowledge. Knowledge management software offers multiple knowledge-sharing approaches that can be used by your customers and employees.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience

Kate Nasser

These disrespectful behaviors ruin leadership, teamwork, customer experience! Kate Nasser, The People Skills Coach™, Author, Leading Morale. The post Disrespectful Behaviors That Ruin Leadership, Teamwork & Customer Experience appeared first on KateNasser.com.

How to Optimize Your Survey with SMS & Video Feedback

PeopleMetrics

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

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Oct 21 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

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Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.