TechSee
AUGUST 6, 2020
As a sophisticated IT department, you’ve done everything right. When COVID-19 hit, you pivoted to support work from home, considering employees’ every need during the pandemic. You painstakingly assessed which new remote customer support tools were needed, strategically shifted budgets, thoroughly researched vendors, carefully evaluated the tools, made the decision, and finally rolled out the solution.
BlueOcean
AUGUST 6, 2020
2020 has marked the workplace like no other year in recent history. For months, we’ve been settling into new patterns of working and communicating, and we’re finally beginning to see a return to some semblance of “normal.” Our favorite coffee shops are open and for many, the commute to work once again involves more than a walk down the hall … and yes, that RFP is back on your plate.
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GetFeedback
AUGUST 6, 2020
Simplifying CX YouTube series episode on the difference between digital experience and customer experience.
ReviewTrackers
AUGUST 6, 2020
There’s a growing amount of training courses and certifications for the modern-day marketer. Not only do they help give professionals the career boost (and credibility) they’re looking for; these courses and certifications can also bring real benefits to organizations across a wide range of industries, especially at a time when the whole marketing discipline is in the middle of an evolutionary change.
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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.
Kustomer
AUGUST 6, 2020
In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service. Unless you want to potentially lose about 80% of your business, you need to stay on top of your customer service performance. If you’re not exactly sure how to measure customer service performance, consider the following methods and metrics.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
AUGUST 6, 2020
More frequently, I hear about pandemic professional overwhelm. Because my colleagues and clients acknowledge how overwhelm and exhaustion are taking a toll on how they show up for work. How about you? At this point in our epic journey together, ponder how pandemic professional overwhelm becomes an elephant in our virtual meeting rooms. And in physical workplaces.
Heart of the Customer
AUGUST 6, 2020
I wrote last week about the importance of change management for customer experience (CX) programs, using John Kotter’s model. This post dives deeper into Step One of his approach: creating a sense of urgency. Without a doubt, this can be challenging. If your company is doing well, it’s hard to get people’s attention. Why tinker […]. The post To Spur Action, Create a Sense of Urgency appeared first on Heart of the Customer.
Method:CRM
AUGUST 6, 2020
A strong customer retention rate is often the key to small business success. Here’s why: 80% of a small business’ revenue will come from just 20% of their customer base Repeat customers spend 67% more than new ones It costs 5 times more to get a new customer than it does to keep an existing one The probability of selling to an existing customer is 3 + times higher than selling to a new customer.
Feedbackly
AUGUST 6, 2020
As an indispensable component of the health sector, the cus is rapidly developing with the advancements of technology. With the growth, pharmaceutical companies are. Source.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
Ecrion
AUGUST 6, 2020
In order to provide the best service possible, you’ll need to thoroughly understand your customers. This is, after all, why brands put so much research into identifying their target demographic. Fortunately, though, there’s a handful of strategies that you can take advantage of regarding understanding customer needs. Not sure where to start?
Maz Iqbal
AUGUST 6, 2020
Ever since I moved to Switzerland some 16 months ago, I have chosen to fly SwissAir rather than BA. Why? Because I found the travelling experience to be better with SwissAir. However, now – today – I am so so minded to switch to any airline as long as it is not SwissAir. Why? My … Continue reading "Hall of Shame: SwissAir -The Service Sucks!!".
CSM Magazine
AUGUST 6, 2020
Contact centres should look to the cloud for inspiration when supporting their home-working agents, says Magnus Geverts of Calabrio. He shows how to drive workforce flexibility, enhance customer experience and employee satisfaction using modern workforce engagement management (WEM) solutions. COVID-19 has been a worldwide catalyst for change particularly around the decade-long debate on remote or home-working.
Kustomer
AUGUST 6, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. CloudTask is an outsourced sales organization that allows leaders to focus on scaling their businesses while giving them the ability to hire state-of-the-art sales and customer success support teams, on demand 24/7.
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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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Strikedeck
AUGUST 6, 2020
Vincent Manlapaz, in an interview with Matt Goodman, talks about why CS should be an integral part of the business process, strategy, and guiding principles. Without CS, business growth, alignment, collaboration, and success are unlikely to achieve.
Forrester's Customer Insights
AUGUST 6, 2020
Putting financial well-being at the core of their strategy is critical to financial services firms’ ability to win, serve, and retain customers. To develop their financial well-being program, financial services providers are evaluating and adopting a range of contributing technologies. In “The Forrester Tech Tide™: Financial Well-Being, Q3 2020,” we highlight 18 significant technologies.
NetBase
AUGUST 6, 2020
Learning from a competitor’s success instead of reinventing the wheel is smart, as is learning from their mistakes. Competitive intelligence is the key to it all. It reveals ways to overcome any number of challenges, if your brand is listening effectively. Here’s how to do exactly that! We’ll explore how social listening and other tactics look here, as well as: Taking a bird’s eye view of competitive intelligence.
Bizagi
AUGUST 6, 2020
Beginning a new job can be stressful for the new employee, and for the organization that is onboarding them. This stress has been amplified by the COVID-19 pandemic. It’s very likely that if you’ve hired a new employee in the last few months, you haven’t even met them in person, and they haven’t been able to step foot in the office. Countless business operations have been affected by COVID-19, but it is more important than ever to focus on business continuity.
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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.
Doing CX Right
AUGUST 6, 2020
I had the honor of joining Professor Pete Alexander, host of Winning In Business and Life podcast. He asked me thought-provoking questions about customer experiences and leadership at rapid speed. I had 7 minutes to answer the following 6 questions: In a few sentences, tell us who you are and what you do. What’s the best thing about working in your industry?
Gainsight
AUGUST 6, 2020
via GIPHY. Procrastination. We can all empathize with the concept. Sometimes it means putting off the project fixing a broken light at home for another week. Or sometimes, it is staring at a challenging email and promising yourself that you’ll get to the response later. For legacy enterprise software companies, this game of “kick the can down the road” often plays out in terms of their strategy around “transformation.” 100% of software companies started before the c
CSM Magazine
AUGUST 6, 2020
Live chat is a wonderful way to provide customers with quick access to your customer service department 24/7. The good news is, it has never been easier to find and implement a live chat solution that is right for you. . Here are some of the key benefits of implementing live chat as well as some tips on how to choose the best software for your organization. 5 Benefits of Live Chat. 1.
The DiJulius Group
AUGUST 6, 2020
Arnie Malham is an experienced entrepreneur with a culture-first mindset. In his stellar book, Worth Doing Wrong: The Quest to Build a Culture that Rocks, Arnie outlines the importance of creating world-class customer service cultures – which has to start from the top. In other words, culture reflects leadership. It actually doesn’t require a huge.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Brad Cleveland Blog
AUGUST 6, 2020
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s best for your customers and your organization.
Qualtrics
AUGUST 6, 2020
One of the most important books any business leader can read in 2020 is Unlearn: Let go of past success to achieve extraordinary business results , by leading business transformation consultant Barry O’Reilly. At a time when every organization is looking for a roadmap forward , this book outlines the ultimate method for adapting your business for an ever-changing world - during the current pandemic and long after it.
Brad Cleveland Blog
AUGUST 6, 2020
What access channels should be opened up? What’s the nature of service you intend to provide? Beyond applying sound management principles, these decisions are yours to make. My overarching advice: Make your customer access strategy uniquely yours — do what’s … Continue reading → The post Make Your Customer Access Strategy Uniquely Yours appeared first on Brad Cleveland.
Steve DiGioia
AUGUST 6, 2020
Many times, we managers think we have all the answers, that we know it all, and our way is the one correct way to do things. After all, we’re management, and our ideas are always better. But that’s not the case. The employees who do the job each day usually have a better understanding of what works and how to perform the task than the boss who sits in the office thinking up policies and procedures.
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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,
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