Horizon CX
MAY 7, 2021
In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers. There can be an extraordinary number of “loops to close” in this high-tech, high-touch, satisfaction-driven world we live in.
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
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Beyond Philosophy
MAY 7, 2021
I recently received a letter from a listener on our podcast asking us to cover how a small business with limited resources can improve their Customer Experience using the behavioral sciences in their business. We took on this topic in a recent podcast by offering tips and tricks that are either free or not an additional expense for a fictional restaurant we created.
Inbenta
MAY 7, 2021
Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! It’s astonishing that so many organizations fail to realize the risks of ignoring their most valuable asset. While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all.
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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.
BirdEye
MAY 7, 2021
The Pew Research Center estimates that 85% of Americans now own smartphones. Just ten years ago, that number was at 35%. The penetration of mobile devices has big implications — it’s reinvented the way that customers communicate with each other, the way they communicate with businesses, and the way they discover new products and services. The modern customer isn’t making purchase decisions based on what they see on billboards and other paid advertisements anymore.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Gainsight
MAY 7, 2021
10 strategies for developing a mindset to help you better navigate challenging customer interactions. If you’re being honest with yourself, you know that at one point in time you’ve been that customer. You know – the tough customer who didn’t hold back on the choice language and let the person on the other end of the phone know exactly what you thought of them and their company.
Kustomer
MAY 7, 2021
It’s 2021 and your CX team can do a lot more than solve customer problems. They have the unique opportunity to invoke positive feelings within your customers — feelings that can help develop stronger, longer lasting relationships. Whether you’re a B2B, B2C or D2C business, focusing on nurturing customer relationships will pay dividends. Read on to learn three ways your team can develop beyond problem solving to increase customer loyalty and lifetime value. 1.
Myra Golden
MAY 7, 2021
A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” SMART question! While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news.
SaleMove
MAY 7, 2021
Glia's engineering teams are creating a new customer service category. This post gets to the core of how we’re able to do that. The post Answers Without Questions: Glia Engineering Team appeared first on Glia Blog | Digital Customer Service Explained.
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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
Magellan Solutions
MAY 7, 2021
There are infinite options when you outsource data entry in the Philippines. Businesses thrive with efficient workers on board. . This is the same reason why businesses across all industries find ways to shape up their operations by focusing on the core process. Often, they contract third-party companies to manage the day-to-day repetitive tasks. . Mainly, these industries outsource data entry jobs that cover from the usual manufacturing to e-commerce.
SaleMove
MAY 7, 2021
How our engineering department works to deliver award-winning Digital Customer Service technology. At Glia, we’re on a mission to delete “How may I help you?” from the customer service dictionary. We think that for our clients to provide exceptional Digital Customer Service to their customers, they should already know the answer to that question. We’re going to apply this you-shouldn’t-have-to-ask philosophy to ourselves and give you some insights into how we work—starting with engineering
SurveySparrow
MAY 7, 2021
SurveySparrow and SurveyMonkey are some of the biggest names in the world of online survey tools. While the latter is an old warhorse, the former has become a name to reckon with thanks to its meteoric rise. In this article, we are going to discuss the features and pricing of these two online survey tools. . Let us start with SurveySparrow. . SurveySparrow.
Oracle
MAY 7, 2021
Mother’s Day 2021 is an exciting time to recognize mom, whether it happens in person or on a video chat like last year. How will consumers choose to celebrate this year? Will they be buying gifts, and if so, what will they purchase? Where will they go? Here, we’ll explore how consumers plan on spending the day and celebrating the moms in their lives.
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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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Eptica
MAY 7, 2021
Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. Published on: May 07, 2021. Author: Pauline Ashenden - Demand Generation Manager Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working.
Optimove
MAY 7, 2021
PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a Smart CRM Basics on customer churn prediction and prevention. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Billie Eilish is on brand, Twitter goes full Clubhouse.
SmartKarrot
MAY 7, 2021
In the Customer Success niche, you would have definitely come across designations like Customer Success Manager, Customer Success Leaders, and Customer Success Officers too. But there is less surety if you have met a Customer Success Engineer (CSE) in the given space. If that is what you have been pondering about lately, this blog will put an end to those queries, hopefully.
Centercode
MAY 7, 2021
Today, there are thousands of connected tech products on the market — and thousands of mobile apps for managing each one. But like tech products, not all apps provide delightful and intuitive experiences for their intended audience. Your hardware team and mobile app team aren’t always in the same room together, so creating a mobile app that works in perfect harmony with its connected product requires more than a brilliant app team.
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.
Forrester's Customer Insights
MAY 7, 2021
Kubernetes has made a huge impact on how businesses deploy applications, and how they adopt cloud. This year’s KubeCon + CloudNativeCon Europe 21 agenda was very broad, touching almost every aspect of both developer and operations journeys. As, Lee Sustar notes in his blog earlier this week, Kubernetes is being used in a variety of […].
ChurnZero
MAY 7, 2021
In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Higher Logic joined us to walk through our new Customer Success maturity model to help you better understand if your Customer Success game is lagging behind or leading the way.
ShepHyken
MAY 7, 2021
This week we feature an article by Saurav, a marketer and storyteller at Freshworks. He shares how brands can make their customers’ digital experiences more personalized. Have you recently taken your business online? Are you looking to make your digital customer experience more personalized? Know how live chat software could help you! . Live chat software is a messaging platform that allows customers to communicate with ser vice reps in real-time.
CX Ahead
MAY 7, 2021
If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the CX profession. Therefore, I often campaign against using NPS as a part of a feedback strategy, knowing it will take companies in the wrong direction.
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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.
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