Beyond Philosophy
AUGUST 19, 2021
My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each. Colin’s Picks: How Apple Uses Psychology To Construct An Outstanding Experience.
Kustomer
AUGUST 19, 2021
We live in an era where technology has revolutionized how people interact with each other, as well as how they purchase goods and services central to daily life. In order to thrive, businesses must understand customer needs on a personal level. This can be achieved by keeping track of customer feedback, analyzing the feedback and using insights to anticipate what they will require in the future.
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Heart of the Customer
AUGUST 19, 2021
The jostling we’ve seen in the CX tech marketplace over the past few weeks ? and discussed in previous posts ? is going to impact more than just the SaaS (software as a service) companies in play. It’s going to impact you…and the way CX is practiced going forward. This slew of recent transactions (such […]. The post Tech Innovations Will Raise Expectations appeared first on Heart of the Customer.
Advantage Communications
AUGUST 19, 2021
Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization.
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Interactions
AUGUST 19, 2021
If you’re like me, you have a whole lot of starred emails, saved pdfs, and bookmarked articles that I plan on reading “when I get the chance.” The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. .
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Call Experts
AUGUST 19, 2021
Answering services provide businesses with fast and reliable responses to help them with problems regarding inventory, ordering, sales, shipping, handling, and more. One of the most common uses is for companies who need help opening new accounts with their banks or credit unions. And, they can also help companies with internal business planning and communications by answering customer questions on-site or by phone about specific business issues.
The DiJulius Group
AUGUST 19, 2021
Want to take your company from having good customer service to world-class customer service? Who doesn’t, right? Now, in order to do that, you’ve got to be able to do one of the most critical parts: measure your company’s customer experience. By having those metrics in place, your team is aware of what that goal. Read Full Article. The post Measuring Your Customer’s Experience: Transform Your Customer Service From Good to World-Class appeared first on The DiJulius Group.
MyCustomer
AUGUST 19, 2021
Engagement Why ordinary CX is better than extraordinary CX.
CSM Magazine
AUGUST 19, 2021
Reuters Events: Customer Service & Experience 2021 will be returning to the virtual stage on October 5-6th and the event is committed to showcasing the world’s most customer-centric leaders. These leaders will unite to share their expertise on the most critical challenges and opportunities, and set the benchmark for long-term, customer-driven & sustainable growth.
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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.
Myra Golden
AUGUST 19, 2021
People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can get mad about this. One of my subscribers, Sheldon, wrote in asking me for help scripting a response for what to say when a customer is upset about a credit card hold.
CSM Magazine
AUGUST 19, 2021
Yext customers can now benefit from the combined power of support and search platforms to deliver answers, streamline resolution, and improve customer satisfaction. Yext, Inc. the AI Search Company, has announced it has launched Yext AI Search on Salesforce AppExchange, empowering customers to transform the customer support experience for both agents and customers.
Brad Cleveland Blog
AUGUST 19, 2021
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington York put it in a recent LinkedIn News story, “flipping the U.S. economy on its head.
Alida
AUGUST 19, 2021
Companies are trying to listen to their customers, but if it's not a good experience for them, you're missing an opportunity to enhance brand experience and win repeat customers.
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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
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Brad Cleveland Blog
AUGUST 19, 2021
You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.” You’ve probably heard similar delay announcements when contacting organizations: “Due to unusually heavy demand… “ Supply and production issues are, as Carrington York put … Continue reading → The post Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now appeared first on Brad Cleveland.
SmartKarrot
AUGUST 19, 2021
Role: Customer Success Director Location: Remote, Dallas, TX, US Organization: Persado As a Customer Success Director, you will maintain the customer success plan including maturity roadmap, key milestones, and value realization journey. Drive customer engagement and platform adoption across key users of Persado and ensures alignment of sponsorship from the customer to continue on the maturity path.
Optimove
AUGUST 19, 2021
The most in-with-the-times B2C brands out there are customer-centric. The smartest among them make a strategic effort and investment in increasing their Customer Lifetime Value by making CRM Marketing a priority. The luckiest ones do it with Optimove as their Multichannel Marketing/Cross-Channel Campaign Management Hub. And, at the edge of that pyramid of doing everything you can to grow through your existing customers, sit the Optimove Graduates.
Vanilla Forums
AUGUST 19, 2021
As I was rummaging through my basement the other day, I happened upon one of my old college textbooks. I reacquainted myself with some Delphic maxims that, in college, I lived by. It dawned on me that these were actually also excellent community maxims to live by.
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Helpware
AUGUST 19, 2021
Learn the perks of using a cross-channel support strategy in this guide. We will also discuss how BPO firms can simplify your customer support processes.
CSM Magazine
AUGUST 19, 2021
If you are responsible for hiring new employees, you undoubtedly understand the level of stress that comes along with this task. You want to make sure that the candidate is a good fit for your practice, but it can be difficult to tell when you are relying on little more than a resume and a few interview questions. Fortunately, you can ensure that you and your practice are protected in the event that the new hire fails to perform the tasks that are expected of them with an employment contract.
Kustomer
AUGUST 19, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CEO and longtime customer advocate, Wendi Sturgis. Wendi has years of experience in CX and in leadership positions and she shares some of the secrets for how to make your company stand out. Listen to the full podcast episode below to learn more.
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
AUGUST 19, 2021
As the world is gradually entering into a post-pandemic stage, businesses are recognising “softer” themes — including ethics, sustainability, trust, and diversity — as necessary components for shaping new value propositions.
inQuba
AUGUST 19, 2021
Exploring This Next Evolution of CX for the First-Time Buyer. So you’re considering investing in a customer journey management solution. That’s an important step! You’ve probably realized that your customers’ behaviour is dynamic and increasingly unpredictable, and your normal approaches aren’t cutting it. And now you’re faced with the next step – choosing a solution.
Kustomer
AUGUST 19, 2021
Ada and Kustomer are joining forces to help you scale brilliant customer experiences through a winning combination of AI-powered automation and the human touch. Today, customers wield more power than ever before. To win customers’ loyalty, businesses need to deliver meaningful experiences on the channels customers prefer — anytime, anywhere. However, running 24/7 support is costly and challenging to scale.
inQuba
AUGUST 19, 2021
Exploring This Next Evolution of CX for the First-Time Buyer. So you’re considering investing in a customer journey management solution. That’s an important step! You’ve probably realized that your customers’ behaviour is dynamic and increasingly unpredictable, and your normal approaches aren’t cutting it. And now you’re faced with the next step – choosing a solution.
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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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