Mon.May 24, 2021

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5 Top Customer Service Articles of the Week 5-24-2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. (Custify) It’s crucial for those who are loyal to you to make sure they feel appreciated by going the extra mile for them.

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5 Ways Home Security Firms can Boost CX with Visual Assistance

TechSee

The future of the market for home security firms is bright. Rising crime rates, falling prices of home security devices, and the growing adoption of IoT smart homes and cloud-based technologies are driving the sector to an estimated $62.3 billion by 2025. While the increasing demand for 24/7 monitoring service means that professionally installed products are expected to remain the largest installation type, the DIY (Do-it-yourself) segment is expected to experience the highest growth rate durin

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Four drivers of bank loyalty that foster emotional connection

PK

“Emotional connection” has been the basis of bank loyalty for generations. The relationships customers developed with bank employees, the quality of in-person customer service, and the deep-seated trust in depository […]. The post Four drivers of bank loyalty that foster emotional connection appeared first on PK.

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5 Experience Marketing tips for property management businesses

BirdEye

It doesn’t matter what methods your team is using to attract new tenants and retain existing ones — highly-rated competitors are just a few clicks away. To win in this new landscape and capture booming demand, property managers need to consistently deliver great experiences to their clients, then enable those clients to share their experiences. We call this process Experience Marketing.

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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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How to Get a Customer to Stop Over-Talking You & MORE Questions!

Myra Golden

I’m answering questions YOU’VE posted right here on my channel! Watch for ideas to get your AHT down quickly! Questions One 1:48: Hi! Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them.

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How To Maintain Strong Customer Engagement During COVID-19

CSM Magazine

Since the COVID-19 pandemic began, brands and businesses have been compelled to re-evaluate their marketing strategies and business landscapes. While the world is propelled into a state of isolation, people are also prodded to adapt to a new normal. It’s already challenging enough for businesses to keep afloat when consumers are predictable—and it’s even considerably more cumbersome to do so when the pandemic is changing the way people shop, dine, and live.

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How To Sell By Not Selling Via Inbound Telemarketing

Magellan Solutions

Soft Selling Is A Game Changer When It Comes To Inbound Telemarketing. Soft selling or consultative selling works best with inbound telemarketing. In an inbound telemarketing , your business receives a call from prospective customers. Who are responding to your advertisement or direct marketing communications. Some are asking for general inquiries about your product or service offering.

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How Customer Service Can Turn Angry Customers Into Loyal Ones

CSM Magazine

Every now and then, an angry customer walks into your company’s offices or calls in about an issue or concern that has frustrated them. The best companies know this is actually an opportunity to set their company apart by attending to the customer’s frustrations and resolving the issue. It’s a chance to turn a source of negative word-of-mouth testimony into something positive.

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How Useful Is Real-Time Web Analytics In Digital Marketing?

Fox Metrics

No one can boldly say they have their marketing under control. Customers’ demands are changing so fast that’s overwhelming to keep up. Even the best website setups have flaws that limit customer’s journey and affect conversion. In the past, these flaws are detected at the end of the day after analyzing results. But that has changed, thanks to real-time web analytics technology.

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The 2023 Verint Experience Index: Retail

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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New Residential Customer Research In: Keeping Up with Customers

Uplight

Last fall as part of our Primary Research program, Uplight surveyed 1,000 residential customers across the country, learning that while many customers are aware of energy saving resources, most haven’t acted yet and that high perceived personalization is correlated with higher satisfaction, engagement, and energy saving actions. We followed up with another annual survey this Read More.

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The Use of Design Speaks Volumes About Your Online Business

CSM Magazine

The internet has been around long enough that businesses no longer question the need to establish an online presence. Many don’t stop with a company website but extend themselves into the social media front. This gives them greater reach and the ability to communicate with a wider audience. Amid all these efforts, though, companies might be lacking an awareness of the far-reaching influence of experiential design in the virtual realm.

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How Useful Is Real-Time Web Analytics In Digital Marketing?

Fox Metrics

No one can boldly say they have their marketing under control. Customers’ demands are changing so fast that’s overwhelming to keep up. Even the best website setups have flaws that limit customer’s journey and affect conversion. In the past, these flaws are detected at the end of the day after analyzing results. But that has changed, thanks to real-time web analytics technology.

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5 Ways to Get the Most From Your Phone Inquiries

CSM Magazine

According to a recent survey by GoDaddy, 78 percent of customers say that competent customer service reps are critical in creating a satisfactory interaction. Whether you’re operating a call center or are an entrepreneur with a small start-up, what are the strategies you can use to generate the maximum benefit from your phone inquiries? Use a script.

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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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Making an Impact During these Unprecedented Times – In an Interview with Michelle Brown-Krier, Director of Account Management at Refersion

Strikedeck

Michelle Brown-Krier, in an interview with Vincent Manlapaz, discusses why organizations need a strong customer success vision to keep up with the competition. The post Making an Impact During these Unprecedented Times – In an Interview with Michelle Brown-Krier, Director of Account Management at Refersion first appeared on Strikedeck | Customer Success Platform.

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5 Innovative Tech Tools Upgrading Home Improvements

Oracle

We’ve all spent a lot of time in our homes during the past year, and for many, that time indoors sparked a deep desire for home improvement projects. According to a mid-2020 Porch.com survey , three in four US homeowners completed at least one home improvement project since the start of the pandemic. At the time of the survey, 78% of respondents planned on completing a project in the next 12 months.

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Make Customer Value Technology’s North Star

Forrester's Customer Insights

Digital technologies are ubiquitous. And their pervasiveness has risen dramatically over the past 12 months as businesses strived to stay connected and engaged with their employees and customers, due to lockdowns and other restrictions. This is the reality we live in today: technology helps understand and anticipate the needs of customers, augment the value of […].

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Vendor Security Risk Assessment Simplifies InfoSec

SurveyGizmo

by Michael Kleck, Director of Compliance and Information Security at Alchemer, and Brett Gedvilas, Information Security Analyst at Alchemer . Running security risk assessments is one of the most thankless jobs in information security. Yet it’s necessary to keep your InfoSec process strong. So, you send out a standard form to a vendor or to your internal team and then hound them to return it.

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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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May 24 – Customer Success Jobs

SmartKarrot

Role: Director of Client Success Location: Chicago, IL, US Organization: Smokeball – Legal Software As a Director of Client Success, you will be responsible for setting the overall vision and strategic plan for the Onboarding team, focusing on providing the most efficient onboarding experience, leading a positive client experience, and continually improving the onboarding journey.

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Difficulties Businesses Will Face

CSM Magazine

It’s an exciting life being a business owner. The possibilities are endless, and there’s nothing quite like watching something you created grow and develop. However, having a successful business isn’t just as simple as opening your door and watching the money flood in. There are going to be a number of requirements and difficulties you face as a business owner.

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Types of Machine Learning (ML): A Beginner’s Guide

SmartKarrot

Right from image recognition to fraud detection, there are barely any ways left where the magic of machine learning (ML) and artificial intelligence (AI) has not mesmerized us with. Together, both ML and AI have changed the way we interact with data and use it to enable massive digital growth. On that note, customers too have benefitted from its magic, in identifying data and then using that data to receive accurate outputs.

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15 Steps to Act on Customer Feedback After You Get It

Survicate

Customer feedback has become one of the primary drivers of long-term growth. Gathering customer feedback is the only way of understanding the key driver of customer satisfaction. Satisfied customers stay loyal to your brand; they become your brand advocates. They will not only bring you new leads thanks to referrals but also help you reduce churn. After all, it costs 5 to 25 times more money to acquire a new customer than keeping the existing ones happy.

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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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4 Steps To Implement a Knowledge Base Management System?

Knowmax

4 Steps To Implement a Knowledge Base Management System?

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Recipe For Success: Five Ways To Make The Most Of Your TEI Project Experience

Forrester's Customer Insights

Are you about to kick off a Total Economic Impact project with Forrester? See these five ways to ensure your TEI project experience is a success.

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AI Search: The Next Big Thing In Customer Support

CSM Magazine

As many employees and leaders in Customer Support already know, there are pros and cons to every service model. Build out a team of agents, and you’ll give your customers the impression of being “high-touch.” But high-touch can mean high-cost: according to Harvard Business Review , the average cost of a live support interaction (phone, email, chat, etc.) for a B2B company is $13.

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Sales Development vs. Appointment Setting Outsourcing

Magellan Solutions

Sales development vs. outsource appointment setting. Outsourcing instead of an in-house setup has its challenges. Sales development is very different from an appointment setting. . Outsourced appointment setting typically starts out with a SaaS application dialing numbers on a list. As connections are made, human agents navigate phone trees and gatekeepers to reach prospects and schedule appointments for your reps.

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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.