Fri.Apr 30, 2021

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Top 4 Tips to Nail Social Media Customer Service

Comm100

Social media and customer service have become an integral partner in customer support as social platforms have grown to become a part of most of our daily lives. There are 2.7 billion monthly active users on Facebook and over 1.2 billion on WeChat. Instagram has over one billion, and Twitter has 330 million. But while it’s crucial to offer customer service on your social media platforms, venturing into this space can be a minefield.

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Top Customer Service Characteristics to Grow the Customer-First Mindset

Kustomer

To possess a customer-first mindset is not a new concept by any means. However, the past year has exacerbated many of the vulnerabilities that organizations had within their CX organizations, and some businesses lost sight of their customer-centricity. CX teams have always, to some degree, been the face of a business. But with the recent shift to digital-first behavior, organizations were suddenly flooded with a higher volume of inquiries and a surging obligation to manage more critical touch po

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5 Secrets Behind World-Class Customer Experience (CX)

PeopleMetrics

What does world-class customer experience look like? Take a look behind the curtain. The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. In this session, we reveal 5 CX secrets behind the world's best brands and provide real-world examples of how these beloved companies attract, retain and delight loyal customers by taking extra care behind-the-scenes to deliver exceptional customer expe

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5 Must-Read CX Books in 2021

Alida

We’re less than a week away from Alida Activate and we couldn’t be more excited to connect with hundreds of customer experience professionals from around the world and support them on their transformation journey to CX excellence. If you haven’t registered , it’s not too late! We have a series of unforgettable sessions and masterclasses lined up that will provide the tools and knowledge needed to champion CX transformation in your organization.

Books 130
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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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Six Ways to Show B2B CX Value

Heart of the Customer

After more than 150 hours of interviewing CX leaders – and surveying 200+ more! – it’s clear that one thing separates the best from the rest: The best CX programs start, end, and do everything in between, based on how their efforts will add value to the business. Some companies start with their survey scores, […]. The post Six Ways to Show B2B CX Value appeared first on Heart of the Customer.

B2B 109

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What is personalisation and why does it matter in the contact centre?

CX Ahead

Personalisation is probably one of the terms I hear most often when people ask me how to deliver sound, pragmatic, and profitable customer experience strategies. They ask about it for three reasons: Firstly, because, sadly, it is incredibly unusual for this topic not to come up when people discuss failures in customer service. Secondly, because while the concept makes sense, people struggle to understand how it looks when applied correctly and embedded into successfully delivered customer journe

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Add Clarity to Your Customer Service Interactions

SaleMove

Become Indispensable with OnScreen Collaboration. In previous posts, we have encouraged you to “ Get Your Agents to Stop Asking this One Question ” and to consider if you can afford to not move to Digital Customer Service (DCS). So what is stopping you from offering amazing digital customer experiences? Support Customers with a Connected Experience.

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The benefits of building emotional intelligence in your team

Eptica

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. Published on: April 30, 2021. Author: Pauline Ashenden - Demand Generation Manager The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs.

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How to Calculate the Cost of Customer Retention Versus Customer Acquisition

Totango

Comparing the cost of customer retention versus customer acquisition underscores why retaining clients is so important. Here’s how to calculate both kinds of costs and why retention should form part of a profitable business strategy. Calculating the Cost of Customer Acquisition. To compare the cost of customer retention versus customer acquisition, let’s start with average customer acquisition cost (CAC), which tends to be the more expensive of the two categories.

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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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The Art of Negotiation Meets the Science of Pricing

Oracle

As diverse as B2B company dynamics tend to be, there are some universal truths. For strategic pricing, digital, ecommerce, and sales leaders, one of those is the time-sucking and costly negotiation process. Negotiating big and medium-sized deals often proves to be a complicated task, causing unnecessary internal headaches and a poor customer experience.

B2B 46
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Where Is The Best Call Center Philippines Agents?

Magellan Solutions

Where are the best filipino call center agents found? The Philippines is already dubbed as the Call Center Capital of the World. This is being supported by employees who have proven their talent and skill. For outbound services, our trained agents help you make many calls in a day. Furthermore, our sales expertise and customer service allow you to understand your prospects’ needs.

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CX Leaders Have The Opportunity And The Responsibility To Drive Growth

Forrester's Customer Insights

What customer experience (CX) leaders care about and what CEOs care about don’t usually line up, and that’s a problem. It impacts budgets, staffing, and the overall clout of the CX function. As a former CX leader and as an executive in charge of growth strategies, I know we can do better! At CX APAC and CX […].

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How to reduce bias in interviews

Qualtrics

Hiring the best people for your organization requires removing bias from your interviews. Find out what they are, why it's important, and how to do it at every touchpoint. At every step of the candidate lifecycle, there are opportunities to promote inclusive hiring practices. And yet, despite your talent acquisition team’s efforts to proactively recruit and select a pool of diverse candidates, interviewer bias can derail the entire process – ultimately hindering your organization’s ability to hi

Culture 29
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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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7 Takeaways from CCO Organizational Structure Survey

Gainsight

By Nick Mehta – CEO, Gainsight. One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one is an expert, and everyone must adopt the philosophy of the Beginner’s Mind as we innovate and discover more about our field. Customer Success peers help each other out more than any other profession I’ve seen in tech.

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Alchemer University Helps You Deliver Reports Worthy of Your Data

SurveyGizmo

Eight New Classes Make Meaningful Reporting Easy. By Alli Milne and Andrew Sturtz ?. Regardless of how much work and thought went into your project setup and launch, all that effort could fall flat without effective analysis and reports. Fortunately, Alchemer offers excellent reporting capabilities that often get overlooked. To help you see what’s possible, Alchemer University has developed 8 new courses to help you and your team create and customize reports and improve your analysis.

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April 30 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success, eCommerce Location: Cincinnati, OH, US Organization: Quotient Technology Inc. As a Director of Customer Success, you will lead, enable and empower a geographically dispersed team of Customer Success, eCommerce professionals resulting in superior customer experiences. Evaluate, optimize current and recommend new strategies to grow client business.

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Guest Post: Five Actionable Ideas to Transform Your Customer Service in 2021

ShepHyken

Dhruv Mehta is a Digital Marketing Professional at Acquire , a customer engagement platform that focuses on conversational CX. He writes about using technology to meet the evolving needs of customers and preparing for future disruptions.?. The changing conditions in 2020 redefined how we lived and worked. As businesses struggled with frequent disruptions, customer service teams grappled with increasing call volumes from distressed customers, establishing the importance of empathic customer servi

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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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[#MeetAJohnPaulee] Céline Petit, EMEA CEO

John Paul

Céline, who has been a John Paulee since 2017, was recently appointed EMEA CEO. Here, she shares with us her career evolution at the company, her predictions for the future of concierge services, and her favorite memory at John Paul! Hello Céline! Can you explain your evolution at John Paul, and what you do now? After career experiences in Finance, Strategy and Entrepreneurship, I joined John Paul’s Delivery Unit in June 2017, after which I joined the Operations team as VP Quality & Performa

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Watch: CRM Hack on Monitoring the User’s Heartbeat and our B2CRM Weekly News Update

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, and a CRM hack on monitoring the user’s heartbeat. All previous weekly shows All our videos on Optimove’s Youtube channel. B2CRM News: Why Don’t You Have a Podcast?? CRM Hack: Monitoring the User’s Heartbeat.

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A Letter From Our CEO: BIG RYG 2021

ChurnZero

BIG RYG: Virtual is back, plus an all-new event for even more content and speakers. Like most events last year, our inaugural industry conference BIG RYG pivoted from an in-person experience to an entirely digital one. While we were?disappointed?we couldn’t bring our peers together at our home base in Washington, D.C.?we didn’t anticipate the enthusiasm from the industry when we announced our virtual BIG RYG.

2021 52
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How Omnichannel Customer Care Weathered the Storm of COVID-19

BlueOcean

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. When we wrote that article, we could not have ever predicted a global pandemic and the resulting change in consumer behaviors that pushed omnichannel into the spotlight.

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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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The Four-Step B2B Formula For Achieving “Right Audience, Right Content, Right Place, Right Time”

Forrester's Customer Insights

The concept of “right audience, right content, right place, right time” has been around the B2B world for ages. For many organizations, however, these four R’s are still more philosophy than reality. According to the 2021 Business Technographics Marketing Survey, 75% of all B2B marketing respondents agreed that “buyers expect an immediate response to their […].

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How to improve customer service with live video support?

ViiBE Blog

Customer service is essential for any business. A negative customer interaction can spread by word of mouth , but so can a positive one. While traditional call centers have existed for decades, they lack some of the features of face to face interactions. As consumers shift their shopping habits online, customer service is also making this transition.

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Optimizing The Outside Sales/Inside Sales Mix

Forrester's Customer Insights

Inside sales and field sales activities and roles have blurred, as both sellers and buyers enabled with digital tools have confirmed the physical and virtual boundaries that separate “outside” and “inside” sellers don’t matter anymore. Inside sales reps can close big deals — often more efficiently and at a lower cost than traditional field sellers, […].

Sales 42
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Is Outsource Data Entry Still a Safe Choice Amidst the Pandemic?

Magellan Solutions

Does outsourcing data entry still work during the pandemic? Data entry is a critical process and it plays a big role in the growth of your business. But as a growing company, we understand your needs to know if it is still safe to outsource data entry processes amidst the Covid-19 virus. So in this article we will discuss the security concerns that worry entrepreneurs.

2013 52
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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.