Wed.Aug 11, 2021

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Storytelling Pokes Holes in Organizational Value Silos

One Millimeter Mindset

Organizational value silos are found in all sizes and shapes of companies. Initially, silos are created and nurtured by business and hiring models which categorize people into functional roles based on how they solve problems. Then, these silos are perpetuated by problem-solving tools, mindset, and terminology “owned” by the professional disciplines inhabiting these silos.

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The Difference Between Repeat Customers and Loyal Customers

ShepHyken

“We love our customers, and they obviously love us. They keep coming back, again and again!” . Who doesn’t want to be able to say that? And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. They are not the same. .

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Set your CCO up with authority

Zeisler Consulting

Recently I wrote about a friend of mine, a Chief Customer Officer who was struggling with breaking through to her leadership colleagues the importance of taking action to improve the organization’s CX. Her frustration, I surmised, was rooted mostly in a lack of support from her CEO, who, although her heart was in the right place, hadn’t strategically lined out the proper role of the CCO and set those expectations in the first place.

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Getting Customers Back To Buy Again & Again

Doing CX Right

Listen to Shep Hyken, author, speaker, customer service expert explain how to get customers back & keep them loyal. The post Getting Customers Back To Buy Again & Again appeared first on Doing CX Right.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Free Webinar: How Winning Companies Turn Customer Experience Data Into Action

Feedbackly

Measuring CX is more popular than ever, but only a few businesses are following the main principles of Customer Experience Analytics and actually getting.

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10 Reasons SMEs Fail When It Comes To Outsourcing From BPO Philippines

Magellan Solutions

The Failure Stories From BPO Philippines Are Many, But What Stands Out? Failure is a part of processes, even for outsourcing companies. It is somewhat a bore to say that ‘no one is perfect’, but we have to tell it straight. We’re not perfect as well. Magellan Solutions ‘ research shows that 50% of the outsourced projects either fail outright or just fail to meet the expectations. .

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Vote for Khoros-led panels to be a part of SXSW 2022!

Lithium

The annual South by Southwest (SXSW) Conference & Festivals features a variety of tracks that focus on the most important breakthroughs in technology, film, culture, and music. Today, the public has the opportunity to vote for the panels they’d like to learn and hear about in the 2022 event programming. With a focus on digital customer engagement topics, including AI, purpose-driven marketing, and even a meet-up for digital leaders.

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Episode 051: Measuring Your Customer’s Experience

The DiJulius Group

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy, about the importance of measuring your customer’s experience. You will learn: Why measuring your customer’s experience is critical to improving the customer service your organization delivers.

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How Does Telemarketing Philippines Get Exclusive Leads For SMEs?

Magellan Solutions

Telemarketing Philippines has a few tricks on its sleeves in helping SMEs acquire quality leads. Leads might be one of the easiest things to find, but getting a quality one is tough. One must need to flip through pages of names and numbers, others must sit for excruciating long hours just to get one. However, Telemarketing Services in the Philippines have some techniques that can make our partners’ lives better.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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The Unicorn of Content Marketing: The Mailbox NOT the Inbox

Hallmark Business Connections

This article was originally published on Content Marketing Institute. Do you remember the last marketing email you opened? What about the last Facebook ad you read? Chances are, the answers are no. Do remember the last greeting card you received in the mail? Probably. While avalanches of paid ads, promotional emails, and low-quality content saturate online experiences, one mailbox is less crowded – the one at the end of your driveway (or attached to your house or in your lobby).

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Promotions And Offer Management Providers Want To Help You Deliver Personalized And Compelling Incentives

Forrester's Customer Insights

Have you noticed the growing link between commerce and loyalty? Forrester has, and we’ve set out to explore it. Our first deep dive was into promotions and offer management tools, which we define as: Software that helps businesses personalize, distribute, automate, and track promotions, incentives, and other offers across digital and physical touchpoints.

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CX Tech Top-ups: Three feature updates!

IntouchInsight

As summer is winding down and we start to look ahead to the fall, our teams have been working to release continuous enhancements that will make it easier to get more from the tools you use everyday! This month, we have launched several new features across LiaCX® and IntouchSurvey™.

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How to Drive Increased Digital Adoption With AI-Powered Chatbots

SaleMove

Keep it: friendly, direct, familiar, fast. Conversational AI chatbots utilize 4 distinct techniques to create strong digital retention. The post How to Drive Increased Digital Adoption With AI-Powered Chatbots appeared first on Glia Blog | Digital Customer Service Explained.

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The Open CCaaS Advantage Report

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.

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Open Finance Will Reshape The Relationship Between Banks And Their Customers

Forrester's Customer Insights

Open finance will change little in the next couple of years — but will transform financial services over the coming decade.

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Geoffrey Moore Applies His Four Zones to Customer Success

Gainsight

Can you recall a professor who had a lasting impact on your life? There was something about their demeanor, their motivating message, maybe a trace of humor and genuine inspiration that made a difference. Even to this day, you can recall their words that challenged and inspired you. During the Pulse Everywhere , the All-Access VIP Pass included a Live Unplugged session with best-selling author of “Crossing the Chasm,” Geoffrey Moore , in conversation with CEO Nick Mehta.

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Understanding customer expectations

Brad Cleveland Blog

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing? This video from my LinkedIn Learning course “Customer Service Leadership” explores customer expectations and how you can shape services that truly meet the needs of your customers.

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How To Crack The Code On B2B Recruiting

Forrester's Customer Insights

Imagine a highly qualified candidate for an important role at your company reaches out to a current employee asking if they are happy and if they would recommend working for your organization. Is the reply a heart emoji? A clown face? A teardrop? Data from Forrester’s The State Of Customer Obsession 2021 survey demonstrates that […].

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Work-Life Balance for the At-Home Agent: 7 Ways to Encourage Healthier Habits in a Post-Pandemic Workplace

Playvox

Like most of you, I’ll never forget where I was the night the world shut down. I was performing at a jazz club and one of my students, Tommy, came to my show. It was my first semester teaching music as an adjunct professor at Purdue University Fort Wayne, and I was thrilled to be making my debut musical appearance three months after the birth of my son.

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Top 11 Reasons Why SaaS Customers Churn

SmartKarrot

“A customer is a King”, an age-old business mantra that emphasizes the importance of customers or would-be customers in every business. The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. SaaS, or software as a service, is a subscription-based model where customers pay subscription fees for services such as Dropbox, CRM, or perhaps Mailchimp, and this is how the companies earn monthly recurring revenues (MRM).

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Visualizing Audience Composition

Engine Insights

An important aspect of data collection in the insights industry is the ability to get survey invites out to potential respondents and recruit them for research projects. In the past this was a fairly simple undertaking – set up an email invite and blast it out to your client’s respondent list, and then let the responses pour into your survey.

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Aug 11 – Customer Success Jobs

SmartKarrot

Role: Director, Customer Success Location: Boston, MA, US Organization: ECI As a Director of Customer Success, you will establish relationships with key decision-makers among clients to effectively manage expectations. Own and be accountable for all aspects of the customers’ relationship including escalations and service issues. Retain your install base revenue and proactively upsell additional products and services to your customers.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Delta Testing for Competitive Product Analysis

Centercode

Competitive testing is a use case in delta testing that lets you research and test competitors' products with their customers (i.e., your potential customers).

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7 Digital Customer Experience Best Practices for Higher Satisfaction

Totango

The quality of your customers’ experience impacts satisfaction and retention. Here are 7 digital customer experience best practices. We’ll cover strategies for enhancing experience throughout your customer’s lifecycle, with an eye toward increasing retention. We’ll include tips for leveraging technology to optimize the digital customer experience. 1.

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Pictorial guide – Is the era of article-based support over?

Knowmax

Pictorial guide – Is the era of article-based support over?

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9 Customer Service Blogs Every Support Pro Should Follow

Help Scout

One of the best ways to stay current with trends and customer needs is by following customer service blogs. Reading about the tools and techniques that other companies are using to provide excellent experiences helps inform your team and strategy on doing the same. Below are nine customer service blogs we love, with breakdowns of what content you can expect to find on them and details on why they’re so amazing. 1.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr