CSM Magazine

MAY 14, 2020

A company may have an excellent product but if the customer service is not helpful, not reliable, or difficult to reach, then the company may lose. Customer service is providing the best quality of service before, during, and after-sales or service. Providing an excellent one is going the extra mile to make any customer experience satisfaction. Like any other skill, customer service should be sharpened from time-to-time because they may get dull and less effective.

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Interactions

MAY 14, 2020

Everyone is talking about The New Normal. How will life be different after the pandemic has ended? One interesting shift from pre-pandemic to the new normal will certainly be people’s comfort with using technology in their personal and business lives. From conducting more business over video meetings, to doing more shopping via apps and over the phone, people’s behavior and perspective of virtual interactions has changed for good over the past few months.

Consumers 71

Consumers Contact Center Virtual Agent Social Media 71

inmoment

MAY 14, 2020

With the spread of the COVID-19 virus, healthcare is right at the center of nearly every conversation. Many consumers are asking questions about their own healthcare coverage. Who do I turn to with questions about the virus? What should I do if I start to be symptomatic? What does my health care plan cover? What happens if I lose my job and can’t pay my insurance?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

Beyond Philosophy

MAY 14, 2020

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. We spoke to Brian Ahearn, CMCT®, who is the Chief Influence Officer at Influence People in a recent podcast.

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Consulting Interaction Definition Insurance 168

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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.

Customers

ReviewTrackers

MAY 14, 2020

We here at Review Trackers love HootSuite. To us, it’s one of the world’s best social relationship platforms, and our team uses it every day to engage with fans and followers on social networks like Facebook, Twitter, Google+, LinkedIn, and more. We think you ought to give the tool a try, if you aren’t yet using it. Not only does HootSuite help business owners connect with existing and potential customers on their favorite social networks; it also serves as a great tool to establish and boost yo

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Management Social Media Leadership Engagement 123

Michel Falcon Experience

MAY 14, 2020

My close friend Rhys Green (co-founder TrailBlazer partners) and I recorded a podcast together. On this episode, we debate: – Can a company manage employee performance while also caring about them? – Should you profile your employee’s pay structure? – And, more! You can listen on Apple Podcast or Buzzsprout (best for Android).

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Culture Customer Service Management Customer Experience 78

SaleMove

MAY 14, 2020

In the wake of social distancing, communication between credit unions and their members has been put to the ultimate test. How can these organizations ensure that their member’s needs are being met and they are able to connect with an agent to discus important life decisions caused by this pandemic? . We sat down, virtually—with some of Glia’s new clients who chose to implement our platform completely remote to ensure their digital customer service is top notch.

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Contact Center Blog Connections Customer Service 88

Talkdesk

MAY 14, 2020

With the rapid shift to the new normal of working remotely , organizations across the globe are struggling to find the appropriate infrastructure and strategy to keep operations up and running , while ensuring the safety and health of employees. For many, this is more than just a shift in routine. The pandemic represents a challenge for business survival as some industries like travel and hospitality see a concerning decrease in demand, while many organizations struggle to keep up with high call

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Contact Center Hospitality Call Center Travel 118

One Millimeter Mindset

MAY 14, 2020

How much cross functional versatility is built into how you deliver value to employers and clients? Consider that this one attribute, moving forward, tells people a lot about who you are, as a professional of worth. Can they trust you to have their backs, as you wrestle with change? So you get them to where they need to go, one millimeter at a time?

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Workshop Communication Consulting Management 81

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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

Retail

Centercode

MAY 14, 2020

This week marks Centercode’s 19th birthday! While we’re celebrating much the same way we all have these past two months — virtual happy hours, slack chats, and other new-normal gatherings — we’re still coming up with fun and creative ways to stay engaged with our coworkers. This week’s Hometasking challenge asked us to create quarantine-specific postcards we could send from the safety of home.

Culture 98

Culture Definition Connections Customer Success 98

Bold360

MAY 14, 2020

Subscribe via iTunes , Spotify and more. I once subscribed to the Moses model of CX leadership. I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. “You guys all suck.” It didn’t motivate anyone to change. So I changed instead. Now, I subscribe to the Gandalf model.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

Gainsight

MAY 14, 2020

Wow! What a record-breaking Pulse Everywhere! Over 22,000 registrations across two days, over 25 companies presenting, and over 50 states/countries logged on live. We couldn’t have done it without you—our Pulse community. We know that, like us, most of you are in fuller houses right now, so we decided to enjoy a spoof of our old favorite—Full House.

NPS 52

NPS Customer Success B2C Social Media 52

Optimove

MAY 14, 2020

Direct-to-consumer food delivery companies are known to collect vast amounts of data on their hungry customers. Technology has paved the way to cash in on these mountains of information. But how well are these companies using the data to communicate effectively with each customer, on each channel, to improve business performance? Using Optimove’s platform wisely, a leading food delivery service provider routinely finds ways to increase customer loyalty, engagement, and revenue.

Download 52

Download Loyalty Insights Engagement 52

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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,

Measurement

SaleMove

MAY 14, 2020

In the wake of social distancing, communication between credit unions and their members has been put to the ultimate test. How can these organizations ensure that their member’s needs are being met and they are able to connect with an agent to discus important life decisions caused by this pandemic? We sat down, virtually—with some […]. The post Glia Clients Talk Service Continuity On A Time Crunch appeared first on Glia Blog | Digital Customer Service Explained.

Blog 52

Blog Connections Communication Customer Service 52

NetBase

MAY 14, 2020

As the world begins to relax lockdown and stay-at-home orders, consumers may continue to be hesitant about in-person purchases for some time. Perhaps you have a niche that will not be affected, but either way, it’s important to read the social mood and develop potential new lines of business and advertising – just in case. Let’s run through a quick analysis of emerging trends in retail to demonstrate the consumer and market intelligence potential available.

Retail 67

Retail Advertising Consumers Social Media 67

Centercode

MAY 14, 2020

This week marks Centercode’s 19th birthday! ?? While we’re celebrating much the same way we all have these past two months — virtual happy hours, slack chats, and other new-normal gatherings — we’re still coming up with fun and creative ways to stay engaged with our coworkers.

Engagement 52

Engagement 52

Magellan Solutions

MAY 14, 2020

Data mining benefits businesses to have sustainable data management at large. With the volume of data rapidly expanding, it’s challenging to extract useful information from large data. In fact, 2.5 quintillion bytes of data are generated each day at our current pace. Without information extraction processes, this data can turn into a big pile of trash. .

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Customer Retention Events Healthcare Information 52

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

Maru Group

MAY 14, 2020

And what media, technology, and gaming companies can do to get ahead of it. As nearly every major global sporting event has been canceled or suspended because of the coronavirus, sports fans are having to adapt and find new ways to channel their energy. Similarly, broadcasters, franchises, and athletes are looking to remain relevant and when possible, forward facing.

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Sports 2020 Entertainment Events 52

Knowmax

MAY 14, 2020

[Webinar] Why Is Successful KM Strategy A Core To Delivering Great CX?

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Webinar Omnichannel Customer Experience Customers 52

Brad Cleveland Blog

MAY 14, 2020

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This video from the LinkedIn Learning course “Customer Service Leadership” provides a framework for developing – or reconsidering – your service strategy.

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Leadership Customer Service Contact Center Call Center 32

Bizagi

MAY 14, 2020

“We didn’t lose the game; we just ran out of time!” – Vince Lombardi . The late, great coach knew all too well that time, (as well as money and scope) can be your friend or enemy in any game or project. That means your digital transformation project too… You can tap into your Project Management Office (PMO) to help dive the Digital Transformation of your organization.

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Innovation Culture Customer Centricity Retail 98

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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.

Information

Brad Cleveland Blog

MAY 14, 2020

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This video from the … Continue reading → The post Developing – or Reconsidering – Your Service Strategy appeared first on Brad Cleveland.

Contact Center 26

Contact Center Call Center Customers Leadership 26

SmartKarrot

MAY 14, 2020

Source: Insided. With the evolution of the information age, specially in the last 5 years, where knowledge about any field is at fingertips, the competition for keeping the customers loyal to your brand has increased rapidly. Customers are demanding more from the business in terms of services they can avail and with the month to month subscription plans, it has become much easier for them to switch vendors if their expectations are not met.

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Customer Success 2010 2013 Call Center 10

Brad Cleveland Blog

MAY 14, 2020

In these unprecedented times, you may find yourself rethinking your organization’s strategy for serving your customers. Strategy is the bridge between your organization’s vision and mission and the specific decisions required to make them a reality. This video from the LinkedIn Learning course “Customer Service Leadership” provides a framework for developing – or reconsidering – your service strategy.

Leadership 20

Leadership Customer Service Contact Center Call Center 20

SmartKarrot

MAY 14, 2020

Role: Renewal Account Manager Location: Los Altos, CA (Potential for the Remote U.S.) Organization: Contrast Security The Renewal Account Manager is responsible for the renewal of customer subscriptions in their assigned territory; this includes customer notification of upcoming renewal, discussing changes to their contract, and providing quotes directly to customers.

Customer Success 10

Customer Success Workshop Customers Customer Retention 10

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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