CSM Magazine

AUGUST 4, 2021

Inge De Bleecker, Vice President of CX at Applause reveals three ways brands can provide seamless and unforgettable user experiences across all platforms and devices. The 2020 Olympics are finally here (and a year behind schedule at that!). This and other global sporting events, such as Wimbledon and the recent European Championships have brought into sharp focus the need for media brands to evaluate their digital experiences.

Brands 52

Brands Entertainment Sports Multi-Channel 52

Advantage Communications

AUGUST 4, 2021

Customer service is an essential part of your business. High-quality customer care leads to improved customer loyalty, upsell and cross-sell opportunities, enhanced brand reputation, happier customers, word-of-mouth marketing and improved business growth.

Call Center 98

Call Center Customer Service Customer Care Loyalty 98

Playvox

AUGUST 4, 2021

I n a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and want someone who can talk with them, understand their problem, and quickly resolve it.

Contact Center 92

Contact Center Engagement Brands Customer Experience 92

ShepHyken

AUGUST 4, 2021

Here is a stat that’s hard to believe: . Forty-eight percent of Americans would rather go to the dentist than call customer support. . OUCH! It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year.

2021 84

2021 Customer Service Training Customer Service Customers 84

Advertisement

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.

Customers

Optimove

AUGUST 4, 2021

In a recent CommerceNext survey of CMOs, “Retention/Loyalty Marketing” was named the area where marketing leaders are looking to increase their investment the most. Within it, “scaling segmentation” – an essential requirement for a proper retention/loyalty strategy – came in second as the biggest challenge in retention marketing.

2004 87

2004 Loyalty 2021 Customers 87

Vanilla Forums

AUGUST 4, 2021

Gamification is used literally everywhere - why? Because it works! It Gamification successfully increases engagement through providing incentive to participate. Gamification refers to adding game elements to something that's traditionally non-game related to make it more of a game. When this is applied properly to your online community, gamification can incentivize your members to participate, increase engagement, and lead to a more active community as a whole.

Engagement 98

Engagement Reference Marketing 98

Feedbackly

AUGUST 4, 2021

We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of.

NPS 98

NPS Consumers Sales Customer Experience 98

Zeisler Consulting

AUGUST 4, 2021

I spent the last three weeks on Reserve status with the Air Force. It’s an exercise I anticipate and enjoy every year, but it inevitably gobbles up a lot of my time when it rolls around. As such, I’ve been a more passive observer on LinkedIn, Customer Think, CXPA, Twitter, and other forums in which I usually participate more actively. The experience has been enlightening this year as I deliberately went through a lot of articles I’d saved and only now got around to reading, fol

Article 72

Article Books Brands Customer Experience 72

Magellan Solutions

AUGUST 4, 2021

Taking a glimpse of the Call Center Philippines . The first call center started its operations in the Philippines in 1992. For years, the industry significantly contributed to the country’s Gross Domestic Product (GDP). . At present, 1.4 million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center ph industry remains to be the ‘sunshine industry’ through the years. .

Call Center 52

Call Center Contact Center Net Promoter Score Multi-Channel 52

Advertisement

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

Retail

CSM Magazine

AUGUST 4, 2021

Does your business make use of Instagram for marketing purposes? Do you want to know if Instagram can help your business out in any other way, such as customer service? Instagram is a social media platform that has only been growing in popularity since its launch over a decade ago, especially for businesses, with the many services available, such as Growthsilo, an Instagram growth service , which many businesses are using to get followers.

Customer Service 52

Customer Service Social Media Consumers Communication 52

Education Services Group

AUGUST 4, 2021

Churn. Nobody likes it. Everybody hates it. It might as well go eat worms. But addressing churn is an essential part of the work of every company with a subscription-based business model. You can’t avoid it. So, what can you do? You can face it head-on, do the work to uncover the reasons your customers churn, and become a better, healthier, more mature company as a result.

Metrics 52

Metrics Definition Customer Success Consulting 52

Magellan Solutions

AUGUST 4, 2021

Here’s how BPO Philippines Leverage Predictive Analysis to enhance their service delivery. BPO Philippines is making use of innovative technologies like AI, machine learning, speech analytics and especially predictive analytics. This is for them to provide more comprehensive support for c ompanies that outsource to Philippines. . BPO companies in Metro Manila use these technologies to improve customer support experience, boost agent productivity, and efficiency. .

Call Center 52

Call Center Customer Retention Average Handle Time Sales 52

Strikedeck

AUGUST 4, 2021

Helena Young, VP of Customer Success at League Inc, discusses the difference between customer success (CS) versus account management (AM) in an interview with Vincent Manlapaz. Also, how CS helps businesses reframe their perspective on achieving customer growth and success. The post Reframe your Perspective of Customer Growth and Success — In an interview with Helena Young, VP of Customer Success at League Inc. first appeared on Strikedeck | Customer Success Platform.

Customer Success 52

Customer Success Customers Management Customer Engagement 52

Advertisement

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,

Measurement

Oracle

AUGUST 4, 2021

After 4 years of fun, 750+ articles, 200+ videos, and 70 cartoons, SmarterCX.com content is moving to our Oracle blogs ! We’ve loved delivering great customer experience content with the goal of helping you to do your jobs better, and we sincerely hope we achieved that goal. But don’t worry–we’re still committed to creating great content for you, and with you, on our Oracle Customer Experience blog , Oracle Marketing blog , and Oracle Advertising blog !

Advertising 75

Advertising Blog Customer Experience 2021 75

NICE inContact

AUGUST 4, 2021

Download this customer journey map template and advice from Experience Investigators and start mapping your agent and customer journeys today, to get one step closer to delivering extraordinary CX for today’s digital-first reality.

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Download Customers 64

Genroe

AUGUST 4, 2021

CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an […].

Net Promoter Score 52

Net Promoter Score 2021 Innovation B2B 52

Forrester's Customer Insights

AUGUST 4, 2021

A loyalty program is a great way to collect zero-party data. Read how your loyalty program can be a powerful tool in the post-cookie world.

Loyalty Programs 63

Loyalty Programs Loyalty Customers 63

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.

Customer Insights

Knowmax

AUGUST 4, 2021

5 common data migration challenges and how to fix them?

Customer Service 52

Customer Service Customer Experience Customers 52

Qualtrics

AUGUST 4, 2021

Everyone is familiar with the phrase “people don’t leave companies, they leave managers.” In the light of recent events we’ve stopped to examine it– and ask: what is it exactly about the manager that is so staggeringly crucial to employee experience? The answer is not as simple as having a caring relationship with the manager but rather how much the manager is willing to actively invest in an employee’s development.

Feedback 52

Feedback 2025 2019 Employee Experience 52

Alida

AUGUST 4, 2021

Employees are the heart of your business. More now than ever, you need to prioritize your employee experience or you risk losing top talent and even your customers. To quote Richard Branson, “Clients do not come first. Employees come first. If you take good care of your employees, they will take good care of your clients.”.

Employee Experience 246

Employee Experience Customers 246

Qualtrics

AUGUST 4, 2021

How do you get that competitive edge, boost employee retention and develop all levels of talent for the new world of work? This is how. The world of work is changing. New business models, increased automation, greater digitalization, self-learning, and remote work are all driving a fundamental shift in the skills and behaviors employees need to be successful.

ROI 49

ROI Download Feedback Measurement 49

Advertisement

Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

Information

C Space

AUGUST 4, 2021

Password Protected. To view this protected post, enter the password below: Password: Submit.

Communication 52

Communication Customer Experience Customers 52

Qualtrics

AUGUST 4, 2021

Hybrid and remote work has accelerated the need for inclusive meetings where employees, no matter where they are, feel welcome to contribute their ideas. Get started designing inclusive meetings with this comprehensive guide. Enabling people to feel heard and appreciated in meetings is critical – especially right now when some people may not be physically in the office.

Sports 26

Sports Download Books Engagement 26

PK

AUGUST 4, 2021

We’ve all experienced disruptions to the supply chain this past year. From toilet paper shortages at the beginning of the pandemic to the more recent lack of lumber, the shortages […]. The post Improving the supply chain with automation appeared first on PK.

Article 98

Article 98

SmartKarrot

AUGUST 4, 2021

The pivotal goal of any brand is to capture their prospects, convert them into a customer and ultimately into a brand advocate. The customer today has no dearth of options to choose from. While the shopping process has become more complex and thought through, ensuring maximum loyalty is the key that everyone’s looking for to lock in potential customers.

Loyalty 10

Loyalty Brands B2B Demo 10

Advertisement

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.

Customer Engagement