ShepHyken

FEBRUARY 21, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience. In today’s highly competitive and constantly advancing retail industry, there is no place for ordinary customer service. Modern consumers are smart – they have countless shopping options, and thus are too impatient for checkout delays, long queues and incompatible payment options.

Sales 95

Sales Customer Experience Retail Article 95

Advantage Communications

FEBRUARY 21, 2020

Modern customers expect high engagement levels and personalized experiences from the companies they do business with. If your organization is to offer unparalleled customer service, it’s important that you collect customer data and develop a customer experience strategy that is designed specifically for your brand’s audience. While it may sound simple, in a world where data privacy is top of mind for consumers and businesses alike, this isn’t always easy.

Customer Experience 71

Customer Experience Customer Expectations Consumers Customers 71

Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

2020 83

2020 Customer Success Connections Customer Journey 83

Beyond Philosophy

FEBRUARY 21, 2020

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being.

Brands 158

Brands Social Media 2016 Interaction 158

Advertisement

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

ProProfs Chat

FEBRUARY 21, 2020

I love using live chat because it’s simple, easy, and helps me get a solution instantly. But what about you out there, reading this? Has it leveled up your customer support process? Well, from what I’ve seen and heard from other business owners – yes, live chat definitely brings a lot of value addition as a support tool. That’s because you get to save a lot of time since you can manage more customers and website visitors at the same time.

Brands 110

Brands Measurement Customer Service Customer Expectations 110

Gainsight

FEBRUARY 21, 2020

Are you delivering a product experience your users want or are you just going through the motions? In a world full of products offering the same results as yours, one of the best ways to stand out is through your product experience. What makes companies like Slack and Amazon so successful is their dedication to their user’s needs (you might know it as “customer obsession”).

Roadmap 89

Roadmap Demo Feedback Engagement 89

Team Support

FEBRUARY 21, 2020

Everyone in the business world has had an experience where it didn’t feel like they mattered to a vendor or business. It’s a difficult feeling knowing your voice isn’t being heard, or even worse ignored by someone you’re trusting to meet your business needs. However, these situations can be avoided with your own customers by hiring support team members who legitimately care about them AND know how to properly display this care in conversations.

B2B 97

B2B Customers Technology Feedback 97

Customers That Stick

FEBRUARY 21, 2020

What should be on my customer service job resume? I’m going to answer this in one word. Passion. There are lot of topics you should cover on your resume, but as someone who has hired hundreds of people for customer-facing roles, I can tell you the main idea you want to convey — especially if you’re just starting out — is that you are passionate about customer service.

Customer Service 78

Customer Service Books Culture Customers 78

Oracle

FEBRUARY 21, 2020

Oracle Modern CX 2020 will take place March 23-26 at McCormick Place West in Chicago, with 200+ planned sessions focusing on the hottest topics in customer experience. Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology. **Ready to register for Oracle Modern CX 2020? Visit the registration page and use discount code “SmarterCX” to get a rate of $995 on a full conference pass.**.

2020 62

2020 Customer Service Roadmap Hospitality 62

Advertisement

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

ChurnZero

FEBRUARY 21, 2020

How to Build Customer Rapport That Doesn’t Bore. Every six months I begrudgingly visit the dentist. I sit under the florescent lights in the waiting room ruminating about my neglected resolution to floss each night and the impending pain I will soon endure. And although we only see each other twice a year, through the poking and prodding, my dentist peppers me with questions.

Webinar 52

Webinar Return on Investment Customer Retention Customer Success 52

PK

FEBRUARY 21, 2020

Analytics provide insights that add operational value to any industry. In today’s global business community, the volume and complexity of customer and company data is continuously expanding. The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed.

Information 52

Information Transportation Retail 2017 52

Connective DX

FEBRUARY 21, 2020

Analytics provide insights that add operational value to any industry. In today’s global business community, the volume and complexity of customer and company data is continuously expanding. The prevalence of Internet of Things (IoT) and big data call for a more intelligent way to sort through this vast amount of information and find business patterns, trends and opportunities that otherwise go unnoticed.

Information 52

Information Transportation Retail 2017 52

Kustomer

FEBRUARY 21, 2020

Three years ago, I wanted to start a podcast so…I did. A mentor of mine, Ken Krogue, told me that if I was going to do it, I needed to be consistent. I’m not sure he thought I’d take his advice but after three years we recorded more than 250 episodes and had nearly 20,000 subscribers. It was a blast and we want to do it again, but this time the focus will shift from the sales experience to the entire customer experience.

Customer Service 52

Customer Service Exceptional Customer Service Customer Care 2020 52

Advertisement

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

Talkdesk

FEBRUARY 21, 2020

The world has changed. Digital transformation is not a dream on the horizon for businesses anymore, it is a strategy to survive. An executive survey by PTC finds that 80% of those who have implemented digital transformation technologies say they were able to deliver new value for smart, connected products throughout their lifecycle, while 60% said they have created new business models as a result.

Competitive Advantage 68

Competitive Advantage Culture Technology Connections 68

Forrester's Customer Insights

FEBRUARY 21, 2020

The importance of logos, visuals, pictures, and videos is nothing new to advertising and marketing. However, the dramatic explosion in the number of consumer mobile devices with cameras and in the amount of visual content and sharing on platforms like Instagram, Pinterest, Snap, and TikTok make it crucial for marketers to break down these images […].

Brands 44

Brands Advertising Consumers Marketing 44

Talkdesk

FEBRUARY 21, 2020

Having a clear view, accurate results and predictive insights over the performance of its contact center is a crucial piece of any organization’s strategy. This was the main concern that brought OneCause , a five-time Stevie® Award winner for excellence and innovation in customer service, to Talkdesk ; the need to find a new solution for customer support that was both flexible and easy to use.

Contact Center 61

Contact Center Metrics Innovation Insights 61

MyCustomer

FEBRUARY 21, 2020

Engagement 2 problems that brand purpose poses for CX teams.

Brands 73

Brands Engagement 73

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

FEBRUARY 21, 2020

Today’s consumers have high demands: They want a personalized shopping experience, attentive customer service, and they want the merchant to meet them where they are. That’s a tall order. Retailers are rapidly shifting their business models to meet those needs and expectations, but they can’t do it alone. Retailers have raised their demands of commerce […].

Retail 39

Retail Consumers Customer Service Customers 39

MyCustomer

FEBRUARY 21, 2020

Engagement Has brand purpose become bland & meaningless?

Brands 59

Brands Engagement 59

PK

FEBRUARY 21, 2020

Everything happens somewhere, and this is as true for healthcare as any other industry. With the rapid spread of Coronavirus, spatial analytics are being used to inform the direction of containment, while providing insight into epidemiological trends. In a global economy with a fast-moving outbreak like Coronavirus, interactive mapping tools will play a critical role in preventing its spread.

Healthcare 98

Healthcare 2005 2015 2017 98

Connective DX

FEBRUARY 21, 2020

Everything happens somewhere, and this is as true for healthcare as any other industry. With the rapid spread of Coronavirus, spatial analytics are being used to inform the direction of containment, while providing insight into epidemiological trends. In a global economy with a fast-moving outbreak like Coronavirus, interactive mapping tools will play a critical role in preventing its spread.

Healthcare 98

Healthcare 2005 2015 2017 98

Advertisement

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

ProProfs Chat

FEBRUARY 21, 2020

Every company deploys the best customer support team, but what really matters is how they deal with customer issues. . You, too, must have a hardworking customer support team, isn’t it? But, as a small business, is that enough? . Customers’ expectations from companies are on the rise, and one slip down can lead to brand abandonment. . So what happens if your customer support team can’t handle the number of customer calls or they don’t know how to deal with the questions?

Reference 94

Reference Financial Management Measurement 94

Gainsight

FEBRUARY 21, 2020

The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, “Let’s have a rematch.” The Tortoise thought to herself, “Slow and steady wins the race!” and agreed. “Where’s the finish line?” she asked. The Hare replied, “I’ll race you home,” and took off sprinting as fast as she could.

Customer Success 82

Customer Success Metrics 2020 Sales 82

NetBase

FEBRUARY 21, 2020

When exploring health and wellness needs, in-depth patient understanding is a must. And that calls for sophisticated social listening that takes providers beyond word clouds and other surface understanding to meaningful, actionable insight. Digitas Health , an interactive marketing agency catering exclusively to healthcare and pharmaceutical companies, has the pulse of these conversations.

Healthcare 73

Healthcare Insights Demo Consumers 73

inSided

FEBRUARY 21, 2020

Are you struggling to know what Customer Success tools and tactics you should be using as your company grows? Look no further. Here we highlight three of the most prominent challenges Customer Success teams are facing in B2B SaaS today and offer up our take on what your tech stack should look like—and how to get the most from it—as your organization evolves.

Customer Success 59

Customer Success B2B Customers 59

Advertisement

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