CSM Magazine

MARCH 4, 2020

As a business leader, it is up to you to set the agenda and decide what to prioritize when formulating your strategy. If you want to make good customer service an integral part of the way that your business works, then you need to lead by example. Here’s how. Define Good Customer Service. If you want your employees to be providing your customers with the best customer service possible, then you need to define for them exactly what that entails.

Leadership 59

Leadership Customer Service Customer Service Training Communication 59

Playvox

MARCH 4, 2020

Contact center BPOs consistently face high agent attrition rates, which can cost a host of problems, from productivity to customer service to financial related issues. According to a recent ContactBabel study, agent attrition in the BPO industry is around 49%, more than double the rate for all occupations in the U.S.

Contact Center 67

Contact Center Financial Customer Service Customers 67

Centercode

MARCH 4, 2020

Low tester participation is a source of frustration for many Customer Validation professionals. You’ve invested hours into crafting creative test topics , and you’re following best practices for a comprehensive and approachable communication strategy. But somehow, only a fraction of your testers are submitting feedback. Where did it go wrong?

Workshop 72

Workshop Engagement Feedback Communication 72

ShepHyken

MARCH 4, 2020

It’s almost here… the updated and revised edition of The Cult of the Customer. If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! I want to share some quotes from the book to get you thinking about how to amaze your customers.

Books 162

Books Loyalty Customer Service Training Customers 162

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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

The DiJulius Group

MARCH 4, 2020

1. Customer Service Feature Story It Is Time To Recession Proof Your Business I am probably one of the few business owners that actually like a recession, in some cases, prefer it over a booming economy. I know that may sound crazy, but when you really consider the advantages and disadvantages of both a great. Read Full Article. The post It Is Time To Recession Proof Your Business appeared first on The DiJulius Group.

Article 113

Article Customer Service Measurement Customers 113

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. The good news is that delivering amazement doesn’t require over the top customer experience, but instead relies on: Consistency and predictably good service Handling any issues that arise succ

2020 79

2020 Customers Blog Customer Insights 79

Integrity Solutions

MARCH 4, 2020

Originally published as a guest blog contribution for SellingPower.com by Steve Schmidt. At a fundamental level, ethical selling is about being transparent — even when it feels risky or uncomfortable. As they weigh purchase options and evaluate vendors, B2B buyers expect sales teams and their companies to behave in ethical ways. . Working with ethical salespeople and companies is a basic requirement among buyers.

Sales 70

Sales Culture B2B Leadership 70

Chadwick Martin Bailey

MARCH 4, 2020

In 2006, psychologist Daniel Gilbert published a book called Stumbling on Happiness. It posed a provocative question: “Think you know what makes you happy?”. Spoiler alert! You don’t. The basic premise is that people are bad at predicting what will make them happy in the future. But they know when they’re happy now. In fact, scientists who study emotion generally agree that the best way to learn how someone is feeling at a given moment is not to scan their brain or read their face—it’s to ask.

Social Media 97

Social Media Financial 2006 Airlines 97

Advantage Communications

MARCH 4, 2020

If you have read any of our previous blogs, you’ll know just how important the customer experience (CX) is. In fact, in today’s market CX can really be the differentiator between a successful company and a struggling one.

Interaction 59

Interaction Customer Experience Blog Customers 59

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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

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

NICE inContact

MARCH 4, 2020

In Part One of this two-part series, we explored quality forms, quality plans, and evaluations as basic -but critical – components of an effective quality management program. Using the analogy of quality management being a never-ending roadtrip, we said that creating quality forms and plans was similar to mapping a roadtrip, and that completing evaluations were like actually driving and embarking on the trip.

Contact Center 62

Contact Center Management Call Center Engagement 62

Advantage Communications

MARCH 4, 2020

We’re now two months into a new decade and the way we do business is evolving more than it has ever done before. Technology is advancing at a rapid pace , the way that companies operate internally has changed to project-based work and, most importantly, the traditional workforce has transformed significantly. A large portion of today’s workforce is no longer happy working traditional 9-5 office jobs.

Customer Service Strategies 64

Customer Service Strategies Customer Service Consulting Technology 64

delighted

MARCH 4, 2020

Consumers experience your brand in many different ways, whether by using your product and interacting with customer support, or through word-of-mouth on channels outside of your control. And with each new interaction, their perception of your brand can change, potentially leading to a new customer or a lost one. “Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter.

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44

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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

Oracle

MARCH 4, 2020

While ad targeting, otherwise known as targeted advertising , may be a popular trend in marketing due to an increased focused on personalizing the customer experience , it can also bring on some strong opinions, especially when consumers feel particular ads cross over from personal into creepy. We asked CX professionals about their biggest annoyances and pet peeves when it comes to ad targeting, and here are 7 they listed as most likely to turn themselves — and consumers – away, and mistak

2020 40

2020 Advertising 2019 User Experience 40

Centercode

MARCH 4, 2020

Low tester participation is a source of frustration for many Customer Validation professionals. You’ve invested hours into crafting creative test topics, and you’re following best practices for a comprehensive and approachable communication strategy. But somehow, only a fraction of your testers are submitting feedback. Where did it go wrong? What could you do differently?

Workshop 52

Workshop Engagement Feedback Communication 52

Bizagi

MARCH 4, 2020

What exactly is RPA? RPA stands for robotic process automation. While there are multiple ways to describe RPA, EY sums it up nicely as “the use of software that mimics human behavior to carry out repetitive, high volume administration tasks.”. There are not any physical robots involved, the robots are in fact software. It is essentially automation that carries out tasks usually completed by humans.

2021 52

2021 Banking ROI Webinar 52

Education Services Group

MARCH 4, 2020

As companies worldwide begin to see the necessity of Customer Success as a part of their overall organizational strategy, many hope to implement it in a manner as fast and far-reaching as possible. Without proper research and planning, this can result in varying definitions of what Customer Success looks like in different markets, even within the same company.

Customer Success 52

Customer Success Culture Customers Interaction 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

Forrester's Customer Insights

MARCH 4, 2020

RPA (robotic process automation) is a tactical, short-term fix to digitize common, reproducible agent tasks in the contact center. It’s an easy overlay to your existing technology ecosystem and extends the life of the contact center applications. Forrester data shows that over 44% of organizations are already using RPA. There are two forms of RPA. […].

Contact Center 44

Contact Center Customer Experience Technology Customers 44

MyCustomer

MARCH 4, 2020

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 4th Mar 2020. By Neil Davey Managing editor.

2020 40

2020 Management Customer Experience Customers 40

GetFeedback

MARCH 4, 2020

Vena Solutions helps companies manage their finances by transforming Microsoft Excel into an enterprise-class business and finance solution. Read on to find out how Vena Solutions’ CX strategy evolved to an automated insight engine.

Insights 195

Insights Management Customers 195

ReviewTrackers

MARCH 4, 2020

App reviews play a major role in shaping user behavior. Not only are they a crucial source of information for smartphone and tablet users looking to download their next app; app reviews are also one of the key factors determining where a developer or an app ranks in app store search results. Most importantly, app reviews offer one of the best ways for developers to gain valuable insight into the user experience.

Download 102

Download 2013 Entertainment User Experience 102

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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

Inbenta

MARCH 4, 2020

What is machine learning? According to Wikipedia, machine learning is an application of artificial intelligence where “algorithms and statistical models are used by computer systems to perform a specific task without using explicit instructions, relying on patterns and inference instead. (…) Machine learning algorithms build a mathematical model based on sample data, known as ‘training data’, in order to make predictions or decisions without being explicitly programmed to perform the task”

Fashion 102

Fashion Technology Consumers Feedback 102

Blueshift

MARCH 4, 2020

Chances are, if you’re a marketer, data scientist, or engineer in 2020 you’ve heard of Customer Data Platforms. You may even have a Google alert set for CDPs (many of us here at Blueshift do) and the sheer volume of content being produced in the vein of CDPs is overwhelming to say the least. On […]. The post Customer Data Platforms: Separating Hype from Honesty appeared first on Blueshift.

2020 80

2020 Customers Marketing 80

CSM Magazine

MARCH 4, 2020

The well-respected entrepreneur, author and motivational speaker Jim Rohn once said, “Either you run the day, or the day runs you.”. This is even more true for entrepreneurs who need to be at their best every minute of the day to grow their businesses and achieve their dreams. However, with the many hats you have to wear and projects you have to juggle, it’s often not easy to maintain your focus.

ROI 52

ROI Books Metrics Measurement 52

Blueshift

MARCH 4, 2020

Chances are, if you’re a marketer, data scientist, or engineer in 2020 you’ve heard of Customer Data Platforms. You may even have a Google alert set for CDPs (many of us here at Blueshift do) and the sheer volume of content being produced in the vein of CDPs is overwhelming to say the least. On […]. The post Customer Data Platforms: Separating Hype from Honesty appeared first on Blueshift.

2020 80

2020 Customers Marketing 80

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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