Expert insights. Personalized for you.
The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users. To use the service, users will click a Sign Assist logo connecting them with a Relate video platform. MORE
This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connectAll major […]. MORE
We are here to support you, which is why we are giving our customers free access to our new Employee Connection Pulse Survey. We developed this survey for our own people and are engaging with them weekly to better understand how we can make them feel more connected while working virtually. MORE
Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry. MORE
Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss. MORE
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises. MORE
What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand. MORE
The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. 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. MORE
What does it mean to be a Connected Enterprise and does it really matter? Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Top 3 characteristics of a Connected Enterprise. MORE
So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions. MORE
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged. View Article. General MORE
For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. The post Highly Effective Connection & Top Performance: Eliminate Static! Careers & Jobs Customer Service Employee Engagement Leadership Leading Morale Listening Power People Skills Soft Skills Career communication connection employee engagement energy high performance interpersonal skills listening people skills static Teamwork MORE
Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles MORE
According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Rather, today’s platforms can help brands leverage emotional data to support these connections. In this article, we’re sharing the four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. MORE
The post Connecting Employee Experience and Customer Experience appeared first on GetFeedback Blog. Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other. MORE
Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? MORE
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. MORE
Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com. In today's world, no news is not good news. Latest from Kate Nasser, The People Skills Coach™. MORE
Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. MORE
Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles MORE
The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. 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. MORE
UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. When did you first begin working with Stella Connect? We started using Stella Connect in October 2015 to get feedback about our phone calls. How has the Stella Connect program affected morale? MORE
Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. Consumers want to connect with your business. Consumers Demand Immediate Connection. Dollars spent on brand exposure mean nothing when callers are greeted by an answering machine, run through an automated phone tree, placed on hold for inordinate periods of time, or connected to someone who doesn’t understand or isn’t able to address their concerns. MORE
Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles MORE
Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry. MORE
As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Rhonda and I sat down and recorded this interview, where Rhonda explains more about the unique way Hallmark Business Connections puts the human touch in business-to-business relationships. Each one connects with emotion and personalization. MORE
On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends. MORE
The success of Customer Success lies in its human connection. Statistically proven, a report by Capgemini states that customers consider a re-purchase when they are connected to the brand on a rather personal level. MORE
Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss. MORE
We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. We bring Amazon Connect voice and digital channels like email, chat, messaging, co-browse, and bots to one unified desktop. Learn more about Upstream Works for Amazon Connect. MORE
Connections Related Topics Upstream Works
MAY 13, 2021
Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity – and it’s all optimized for enterprises.
CSM Magazine
MAY 12, 2021
What does it mean to be a Connected Enterprise and does it really matter? Today, the key to success lies in becoming a Connected Enterprise where all parts of the organisation work together to deliver exceptional customer experiences. Top 3 characteristics of a Connected Enterprise.
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Upstream Works
MAY 4, 2021
We enhance Amazon Connect to provide a unified desktop, seamless integrations and management simplicity. We bring Amazon Connect voice and digital channels like email, chat, messaging, co-browse, and bots to one unified desktop. Learn more about Upstream Works for Amazon Connect.
Experience Investigators by 360Connext
DECEMBER 17, 2014
Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service.
Advertiser: ZoomInfo
As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.
SmartKarrot
MARCH 23, 2021
The success of Customer Success lies in its human connection. Statistically proven, a report by Capgemini states that customers consider a re-purchase when they are connected to the brand on a rather personal level.
Experience Investigators by 360Connext
MARCH 15, 2018
As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Rhonda and I sat down and recorded this interview, where Rhonda explains more about the unique way Hallmark Business Connections puts the human touch in business-to-business relationships. Each one connects with emotion and personalization.
CloudCherry
SEPTEMBER 19, 2018
Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry.
GetFeedback
JUNE 11, 2019
According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Rather, today’s platforms can help brands leverage emotional data to support these connections. In this article, we’re sharing the four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand.
CloudCherry
SEPTEMBER 19, 2018
Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry.
Advertiser: ZoomInfo
Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.
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Kate Nasser
JANUARY 3, 2021
For highly effective connection in leadership, teamwork, morale, service & sales, eliminate the static that detours you. The post Highly Effective Connection & Top Performance: Eliminate Static! Careers & Jobs Customer Service Employee Engagement Leadership Leading Morale Listening Power People Skills Soft Skills Career communication connection employee engagement energy high performance interpersonal skills listening people skills static Teamwork
CSM Magazine
MAY 4, 2021
The specialist contact centre provider Connect Assist has launched Sign Assist; UK’s first one-to-one signing service delivered by deaf native British Sign Language (BSL) users. To use the service, users will click a Sign Assist logo connecting them with a Relate video platform.
StellaService
MARCH 11, 2019
This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connectAll major […].
GetFeedback
SEPTEMBER 6, 2018
The post Connecting Employee Experience and Customer Experience appeared first on GetFeedback Blog. Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other.
Advertiser: ZoomInfo
Many organizations fail to properly evaluate vendors during the selection process. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. After reading, you’ll gain insight into the following components:
GetFeedback
SEPTEMBER 6, 2018
Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles
GetFeedback
SEPTEMBER 6, 2018
Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles
Experience Investigators by 360Connext
MAY 19, 2020
Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience?
NICE inContact
AUGUST 8, 2019
The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. 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.
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Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in Discuss.io's eBook.
GetFeedback
JUNE 11, 2019
Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles
StellaService
JANUARY 15, 2017
UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. When did you first begin working with Stella Connect? We started using Stella Connect in October 2015 to get feedback about our phone calls. How has the Stella Connect program affected morale?
Kustomer
DECEMBER 17, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below.
ShepHyken
JUNE 7, 2019
Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. Consumers want to connect with your business. Consumers Demand Immediate Connection. Dollars spent on brand exposure mean nothing when callers are greeted by an answering machine, run through an automated phone tree, placed on hold for inordinate periods of time, or connected to someone who doesn’t understand or isn’t able to address their concerns.
Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting
Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.
Lenati
MAY 8, 2020
On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends.
NICE inContact
AUGUST 27, 2019
So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions.
Kate Nasser
MARCH 13, 2016
Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com. In today's world, no news is not good news. Latest from Kate Nasser, The People Skills Coach™.
Michelli Experience
NOVEMBER 1, 2016
What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.
Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections
You don’t need the latest, greatest CRM technology or data visualization tools. Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game-changer you’re looking for. Join Rhonda Basler, Marketing Director of Hallmark Business Connections, to make your brand genuine and make it stick.
Customer Bliss
JANUARY 14, 2016
Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.
Customer Bliss
JANUARY 14, 2016
Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.
NICE inContact
AUGUST 8, 2019
The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. 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.
MaritzCX
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged. View Article. General
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As technology has matured to connect feedback with action and get deeper customer insights—NPS programs find themselves in the midst of a renaissance. Get the NPS checklist to access the 7 questions you should consider when building your NPS program.
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