Mon.Oct 12, 2020

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Is Your Customer Success Team Reactive or Proactive? 

ClientSuccess

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over. The best way to stay on top of changing customer sentiments and shifting account goals is to put proactive strategies in place to better handle these kinds of situations.

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Top Customer Service Considerations for Retailers in a Post-COVID World

Customer Experience Update Submitted Articles

Retail 357
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Next-Generation Loyalty Marketing (for experts)

Currency Alliance

About three years ago, I was flying from Barcelona to New York on United Airlines. As we were descending into New York, five flight attendants approached my seat in the back of the plane and they said, “Are you Mr. Ehredt?”. I said, “well yes, I am”, and they said, “we wanted to congratulate you for reaching one million actual miles on United’s flight today.

Loyalty 98
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B2B Customer Experience Best Practices

Customer Experience Update Submitted Articles

B2B 359
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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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5 Top Customer Service Articles For the Week of October 12, 2020

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. Radical Empathy And Other Ways To Rethink Your Customer Experience by Bridget Brennan. (Forbes) Our world is changing by the minute (or so it seems), but amidst all the disruption, one thing remains constant: women’s domination of consumer spending.

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How Kustomer Helps Build Meaningful Customer Relationships for Today’s Leading Brands

Kustomer

If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic. Unfortunately, many companies are still relying on ticketing systems like Zendesk, where each new interaction is treated as a separate event handled by different people across a variety of siloed p

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How Does Knowledge Management Improve Customer Engagement?

Customer Experience Update Submitted Articles

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Part 1: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

“Right now, you as leaders have only one option: lead your way out of this challenge.” That’s what Mike Caracalas , leadership coach, executive consultant, and author of Ten Strategies to Get Better Results with People advised when we sat down with him last Spring. At that time, companies were scrambling to get their employees adapted to the remote work environments.

2021 59
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Goodbye Mammoth Digital Transformation Projects. Hello Digital Business

Think Customers

The term “digital transformation” is meant to represent faster, more convenient, and more cost-effective ways that companies conduct end-to-end business through digital means. Yet prior to COVID-19, the concept mostly conjured up images of arduous and expensive IT projects that could take years to implement. Mention digital transformation to a CFO, and you would likely get push-back about big expenses and little ROI.

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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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With Your Customer Experience – Can You See the Forest for the Trees?

Innovative CX

On more than one occasion, I’ve been asked by a CEO to “fix the customer service department” so the organization can improve its customer experience. The request sounds like this, “We’re getting too many service-related calls in our contact center and that’s giving us poor ratings on our surveys”. The problem most likely isn’t within the customer service department.

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Markies Monday: 3 Ways to Achieve ROI in Marketing

Oracle

Welcome back to Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. When reviewing the submissions for the prestigious Upshot Award for Best Demonstrated ROI in Marketing , one thing is utterly clear — each finalist had to think outside the box and use a data-driven mindset to achieve

ROI 52
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Your Ultimate Guide to Customer Experience

Qualtrics

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Top CCM Trends of 2020

Topdown

It's trite but true: Technology is constantly changing and evolving. Sometimes those changes are massive, other times they’re almost unnoticeable, especially if you don’t know what to look for. That’s why it’s so important to keep up to date on the latest news and trends that shape an industry. This is especially true for industry leaders and decision makers.

2020 48
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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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Introducing the new GetFeedback platform

GetFeedback

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273
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[Webinar] BPO’s Guide for Knowledge and Customer Experience

Knowmax

[Webinar] BPO’s Guide for Knowledge and Customer Experience.

Webinar 52
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Building a Customer Experience Vision

Qualtrics

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The Evolution of Customer Success

Customer Experience Update Submitted Articles

The Evolution of Customer Success Before the Internet, customer interactions post-sales were slower. Think call centers and switchboards.

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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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How to Use Customer Feedback Analysis to Make the Most of Your Data

Chattermill

Feedback 246
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CRM Hack: Testing and Evaluating CRM Strategy and Contribution

Optimove

A challenge many companies face is understanding the CRM contribution in their marketing efforts. In other words, figuring out just how much their CRM is really worth. As a CRM marketer, you want to make sure that you have effective communications with your customers that are both smart and thoughtful. That you’re sending them the right message at the right time.

ROI 105
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Office Politics and The Fine Art of Sucking Up

Storyminers

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

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Is Your Team Better With or Without You?

Steve DiGioia

There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager. Some managers want to be the center of attention, the star. They want the bosses to know how important their contribution is to the team.

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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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Top 30 Customer Service Facts and Statistics for 2021

SmartKarrot

Getting a hold of some quick customer service facts and statistics is going to give you a better picture of the customer success niche. It’s a given that every business wants to offer only the best customer experience to their prospects. And in such a case, rendering your best foot forward in customer service will give you a definite upper hand. Your reputation is what decides how far your business is going to go.

2021 10
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Dealing With An Unexpected Spike? Don’t Reduce Your Coaching

Customer Experience Update Submitted Articles

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The New Brandwatch Help Center

Brandwatch CX

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Your Ultimate Guide to Customer Journey Mapping

Qualtrics

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the