CSM Magazine

JULY 20, 2020

There used to be a time when businesses would fight for expensive billboards in prime locations to get their advertisement to as many people as possible. Those days are long gone! Although billboards still exist, companies can reach a far larger audience by tapping into the emerging influencer market than they ever could in the physical world. Your customers now expect you to be active on social media, so they can easily reach your customer service representatives through sites like Instagram to

Social Media 52

Social Media Customer Service Customer Service Representative Advertising 52

VDS

JULY 20, 2020

We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.

Contact Center 52

Contact Center 2022 Call Center Roadmap 52

ReviewTrackers

JULY 20, 2020

Last month, Harvard Business Review published a report exploring the true quality of online reviews on websites like Yelp, TripAdvisor, Facebook , Google, and Glassdoor. According to the report, reviews typically have a distribution of opinion that is “highly polarized, with many extreme positive and/or negative reviews, and few moderate opinions.”.

Hotels 97

Hotels Books Feedback Consumers 97

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are! Measuring the customer and employee experience is a continuous process, not an event.

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CEM 2001 Touchpoint Customer Centricity 163

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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.

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Team Support

JULY 20, 2020

“Technical Support Excellence is the achievement of the maximum positive impact on profitability and reputation of the company, product, or brand being supported through the efficient and effective delivery of support.” 1 That’s according to a recent report by ServiceXRG, a research firm that helps companies retain customers, expand revenue, and achieve cost efficiencies through service excellence.

Net Promoter Score 98

Net Promoter Score B2B Customer Satisfaction Download 98

Oracle

JULY 20, 2020

Just like the variety of flavors to choose from at an ice cream shop, sales jobs are widely diverse. While your career path in sales may vary, Sami Halabi, Social and Sales Enablement Manager at Oracle, states one timeless sales principl e to live by, “Good salespeople focus on being good salespeople. Exceptional salespeople focus on being good people.” Looking to get started with a career in sales but not sure where to begin?

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Sales Sports 2020 Retail 82

Cyara

JULY 20, 2020

Since the start of Cyara, it’s been our goal to deliver the best customer service experience. To achieve it, we’re continuously developing new ways to provide enhanced support services, and over the years, that’s resulted in customer-focused efforts, like: Development and continuous additions to our Knowledge Center. The creation of an account status page.

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Measurement Customer Focused Customer Service Call Center 67

McorpCX

JULY 20, 2020

There's not a lot of upbeat coverage in the media today. COVID-19 statistics and related trends, business closures, social distancing woes, stock market gyrations — it feels like so much is out of our control.

Customer Experience 102

Customer Experience Marketing Customers 102

ClientSuccess

JULY 20, 2020

Although your team may still be working from home while managing customer accounts, innovation and forward momentum has not slowed down. If anything, many customer success teams are turning to new customer success platforms and solutions to better manage remote accounts and teams during these unprecedented times. If your team has made the move to a new customer success solution, you may be facing a double-edged sword of options: on one side, there is the new solution’s ability to deliver optimal

Customer Success 69

Customer Success Metrics Customer Journey Innovation 69

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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

Talkdesk

JULY 20, 2020

When business as usual was disrupted in the customer service sector due to COVID-19, IT leaders turned to their business continuity plans to keep operations running. As the name implies, these plans include guidelines and procedures for reacting to potentially critical events that jeopardize business operations. In some cases, however, these plans were better suited for short-term disruptions, such as the closure of a building, a temporary network outage or the absence of a significant part of t

Call Center 93

Call Center White Paper Contact Center Download 93

NetBase

JULY 20, 2020

Images aren’t just worth a thousand words – today, they’re worth a thousand tweets, or texts, or anything potentially viral. Life is fast-paced and social images are part of – and a result of – that pace. And they’re send out webwide at breakneck speed. Why type or swipe when an image says everything and more? But are you analyzing images?

Social Media 60

Social Media Brands Events Technology 60

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed—among other intriguing things—to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. You can find her on LinkedIn. Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly.

Social Media 52

Social Media Blog ROI Brands 52

Think Customers

JULY 20, 2020

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now registered moot, experts are now weighing on what it means to deliver relevant customer experiences. Forrester’s 2020 US Customer Experience Index Report captured the early effects of the pandemic. This glimpse at the early days of COVID-19’s reach helps paint a vital picture on how uncertainty can affect customer experience.

2020 52

2020 Banking Airlines Hotels 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

Optimove

JULY 20, 2020

It makes sense to look at and try out multiple CRM strategies to stop your one-timers, or first-time purchasers, from churning. When treated right and nurtured properly, this segment of customers can actually bring significant revenue to your business in the long run. By analyzing customer data, you have the power to communicate with clients in a highly relevant and hyper-personalized manner while increasing customer loyalty and the likelihood of subsequent purchases.

ROI 52

ROI Loyalty Brands Customer Base 52

Storyminers

JULY 20, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 71

2020 Customer Experience Consulting Presentation 71

Gainsight

JULY 20, 2020

The Key to Customer Success Was Transformational Leadership. Just over a year ago, Commvault made the bold decision to alter its leadership approach significantly. They were dedicated to transforming their business with a new management team. But they didn’t stop with top-down change. They pushed for a revolution—organization-wide. There were new products, the first company acquisition in over 20 years, and a push for subscription customers. .

Customer Success 52

Customer Success Customer Journey Mapping Leadership Customer Centricity 52

C Space

JULY 20, 2020

The Brand Move Roundup – July 20, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

2020 40

2020 Brands Apparel Advertising 40

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

JULY 20, 2020

During COVID-19, self-triage emerged as a critical component for healthcare organizations (HCOs) as members and patients struggled to navigate a complex ecosystem and determine the best setting for care based on their symptoms. In this collection, we provide a set of research reports that highlight the importance of self-triage during the pandemic and beyond to help HCOs get the most value from these investments.

Healthcare 39

Healthcare ROI Customer Experience Customers 39

Steve DiGioia

JULY 20, 2020

I can’t tell you how many times I’ve heard those words from one of my wedding coordinators. “She’s so high maintenance”, “She’s nasty”, “She calls me a million times a day, I can’t take it anymore”, or the obvious one – “She keeps telling me everything must be perfect. “That bride’s a b*tch!

Hospitality 21

Hospitality Events Communication Customer Service 21

Forrester's Customer Insights

JULY 20, 2020

The EU-US Privacy Shield Was Just Invalidated: What To Do Now This week, the Court of Justice of the European Union handed down its ruling in the case popularly known as “Schrems II.” Why should you care about an obscure EU case? Because the ruling invalidated the EU-US Privacy Shield, the mechanism by which American companies could […].

Marketing 35

Marketing B2B Insights Management 35

PK

JULY 20, 2020

The idea of touching a pin pad or handing over a credit card to a cashier has become unsettling to many shoppers. Even before the pandemic, IoT-enabled transactions in the […]. The post Going contactless with IoT appeared first on PK.

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Article 89

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Forrester's Customer Insights

JULY 20, 2020

Phone experiences are increasingly becoming suboptimal as more and more customer service journeys begin before customers pick up the phone. This is because most companies deploy their communication channels in silos, which means that: (1) Agents have no knowledge of the customer’s prior digital interactions and (2) they cannot easily understand a customer’s prior actions […].

Customer Service 35

Customer Service Customers Communication Interaction 35

SurveyGizmo

JULY 20, 2020

Welcome to the July 2020 edition of the SurveyGizmo Monthly Insider newsletter. Each month, we share product and solution news, use cases, and other helpful information. Is this information valuable? Is there more you want to hear from us? Please provide your ideas and feedback using the survey at the end of the newsletter. Discover the Return-to-Work Solution: Reopen Your Offices With Confidence.

2020 87

2020 Feedback Blog Information 87

Forrester's Customer Insights

JULY 20, 2020

During COVID-19, self-triage emerged as a critical component for healthcare organizations (HCOs) as members and patients struggled to navigate a complex ecosystem and determine the best setting for care based on their symptoms. In this collection, we provide a set of research reports that highlight the importance of self-triage during the pandemic and beyond to help HCOs get the most value from these investments.

Healthcare 26

Healthcare ROI Customer Experience Customers 26

Kerry Bodine

JULY 20, 2020

This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made it difficult for me to accomplish this important and seemingly simple task.

Airlines 71

Airlines User Experience Customers 71

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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