ShepHyken

JANUARY 5, 2022

I love to receive great examples of outstanding customer service. I’m always on the lookout for great stories, whether I personally experience them, or they are sent in by our followers. What I share with you today is a great example of personalized and proactive communication. While I provide the lessons, the example comes from one of our subscribers, Dawn Mushill, who shared a letter that BarkBox wrote to one of its customers.

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Customer Experience Touchpoint Communication Customer Service Training 173

Help Scout

JANUARY 5, 2022

The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022.

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2022 Customer Service Article Customers 113

Russel Lolacher

JANUARY 5, 2022

Whether you’re trying to start a successful social media presence for your public service organization or grow an existing one to better serve the public and your organization, there are a few key ingredients you’ll need to be impactful. And if you don’t have them, you’re going to suck or stall. And certainly not meet the growing expectations the public has for digital engagement.

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Social Media Leadership Culture Communication 98

BirdEye

JANUARY 5, 2022

David Bowie once belted out the lyrics, “Ch-ch-ch-ch-changes, Turn and face the strange.” This popular and iconic song has withstood the test of time. Why? Because the lyrics are true. Changes are a part of life, and Google, the most prevalent search engine is not immune to changes. Google just rolled out its Google product reviews 2.0 update on December 1st, the last time product reviews were revamped was in April 2021.

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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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ChurnZero

JANUARY 5, 2022

It’s not uncommon to find it difficult to grasp the concept of Customer Experience vs. Customer Success. The two are seemingly cut from the same cloth. For some, the Customer Experience definition is not that different from the one for Customer Success. So, are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart?

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Customer Success Customer Experience Net Promoter Score Return on Investment 98

Comm100

JANUARY 5, 2022

It’s unarguable that live chat can help improve communication between government and citizens. The real-time and accessible nature of live chat caters perfectly to today’s consumer expectations, while providing government agencies with an efficient and cost-effective channel. However, the effectiveness of this channel can vary widely depending on the live chat software.

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Government 2002 Omnichannel Download 77

Playvox

JANUARY 5, 2022

Employees today have more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means leaders have the extra challenge of managing contact center agents in multiple locations. Working differently means that leaders must also think expansively about the agent experience and how to keep teams engaged.

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Contact Center Fashion Employee Experience Reference 72

Upstream Works

JANUARY 5, 2022

As we move into 2022, contact centers are facing unique challenges that include both tactical and strategic decision making. The tactical decisions pertain to specific needs or technology applications, such as how many agents to hire or what use cases your chatbots will be built around. Contact center leaders must also be thinking about strategic decisions, such as how the contact center is going to evolve or what CX will need to look like in 2022.

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CSM Magazine

JANUARY 5, 2022

The quality of your customer service plays a pivotal role in making or breaking your brand. The good news is technology is helping brands meet this challenge with Artificial Intelligence (AI). . As per Hubspot’s research, about 93% of customers return to brands with outstanding customer service. This data clearly elucidates the power of great customer service.

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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

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Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences. Customer Success leaders must understand the differences between these two perspectives because each mapping technique is a separate tool in our CS toolbox, and each end result serves a

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Customer Journey Mapping Touchpoint Customer Journey Net Promoter Score 52

CSM Magazine

JANUARY 5, 2022

David Singer, Vice President of Product Strategy for Verint , explains why contact centers will need to stay agile to support the evolving needs of customers and employees. The past two years have shown us how quickly our world can abruptly change. This theme will continue as we head into 2022 as contact centers brace for more disruption fueled by the ongoing COVID-19 pandemic, which has already pushed so much of what we do online.

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Contact Center 2022 Competitive Advantage Interaction 52

Blueshift

JANUARY 5, 2022

We find growth marketing at the intersection between product and marketing. Growth marketers drive higher user engagement with the product they are marketing by taking the product into various marketing channels. The post Scale Customer Engagement with Our Smart Guide to Growth Marketing appeared first on Blueshift.

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Customer Engagement Engagement Marketing Customers 52

ClientSuccess

JANUARY 5, 2022

Account transitions will be inevitable throughout your tenure as a customer success leader. Whether through promotions, turnover, or new hires, new CSMs are bound to leave or join your customer account teams regularly. Unfortunately, these account transitions can be highly disruptive to your customer’s day-to-day engagement with your team. . To minimize the impact of account transitions and ensure things run smoothly for both your customer and your internal team, here is a framework outline to

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Customer Journey Mapping Customer Journey Document Webinar 68

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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

Uplight

JANUARY 5, 2022

There will be a projected 19 million electric vehicles (EVs) on the road by 2030, up from 1.9 million today. While this additional load will strain the grid, it also provides a unique opportunity to capitalize on the growing EV trend, with the potential to leverage important grid investments, charging infrastructure, and customer engagement to Read More.

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2030 Customer Engagement Engagement Customers 52

Blueshift

JANUARY 5, 2022

As technology advances, businesses must keep up in order to see (and be seen by) customers across all of their favorite platforms at any given time. To scratch this technologically advanced itch, smart marketers turn to marketing automation strategies like omnichannel marketing. The post Kick Off the New Year with 5 Tips for Omnichannel Marketing Strategy Success appeared first on Blueshift.

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Omnichannel Marketing Technology Customers 52

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. This annual list has been compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership,

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Customer Success 2022 Chief Customer Officer B2B 23

Experience Investigators by 360Connext

JANUARY 5, 2022

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? It started with a plan – including immediate foundational steps to take, secondary growth, and longer-term strategies for continued success.

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2022 Customer Experience Customer Journey Mapping Customer Journey 369

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

Zeisler Consulting

JANUARY 5, 2022

So, here’s a controversial statement, but keep in mind what I’m not saying*: Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run. The same crew that flew me from Denver to Los Angeles was flying me right back again about 45 minutes later on the exact same plane.

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Airlines Hotels Consulting Connections 93

Help Scout

JANUARY 5, 2022

There are tons of options you can use when sending emails as a business, but each of them has different value depending on your needs.

Article 62

Article 62

Zeisler Consulting

JANUARY 5, 2022

So, here’s a controversial statement, but keep in mind what I’m not saying*: Usually, your flight crew, including the pilot, is the least motivated people on the plane to get where you’re going, let alone on time. This occurred to me last year when I went on a mileage run. The same crew that flew me from Denver to Los Angeles was flying me right back again about 45 minutes later on the exact same plane.

Airlines 72

Airlines Hotels Consulting Connections 72

ReviewTrackers

JANUARY 5, 2022

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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.

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Uplight

JANUARY 5, 2022

When a customer purchases an electric vehicle (EV), they will then have to rely on their utility instead of gas stations to power their car. This requires a shift in thinking and habits for customers, who will need to pre-plan charging as well as consider their rate plan when they charge. Many utilities are encouraging Read More. The post The Critical Role of Charger Rebates in Utility EV Programs appeared first on Uplight.

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Customers 52

Zonka Feedback

JANUARY 5, 2022

Over the last two years, many companies and corporate professionals have changed the way of working and shifted towards the culture of remote working. But remote working can only be successful if there is a robust mode of communication between the business teams and with clients. While working remotely, one of the best ways to connect and collaborate is to have online meetings.

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Feedback Culture Connections Communication 52

Centercode

JANUARY 5, 2022

It's the time of year for resolutions: where we dream big about the things we want to do and improvements we want to make in the hopes this year will be better than the last. But as everyone who's two weeks into a diet or exercise routine knows, resolutions are easy to set but difficult to keep — especially when you don't have a system in place for making it happen.

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Influitive

JANUARY 5, 2022

With 2022 now in full swing, customer advocacy, marketing and community management professionals are ready to seize the opportunity and make this the year of the customer. Influitive helps the world’s most customer-obsessed brands turn their customers into loyal advocates. In fact, our recent 2021 class of BAMMIE winners achieved a combined year-to-date ROI of […].

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2022 2021 ROI Brands 52

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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