CSM Magazine

MARCH 5, 2020

There’s a constant push to differentiate in today’s competitive climate. Companies often invest in new products, services, and technologies to help shrink the divide and get a leg up on the competition. It’s a constant struggle and many organizations even create “innovation teams” and programs to discover that next “big idea” Most organizations focus on what might be considered the “low hanging fruit” They examine what competitors are doing a

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Heart of the Customer

MARCH 5, 2020

I remember the joy of getting a new Lego set as a kid, and I see the same joy in my kids now, when they do. It’s hard to contain the temptation to rip the box open, dump the pieces out, and start building. Inevitably, I’d end up with something that kinda sorta looked like […]. The post Make the Most of Your CX Toys – er, Tools appeared first on Heart of the Customer.

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Innovative CX

MARCH 5, 2020

My Dad would frequently tell this story of how he was hired for his first sales position at the start of his young business career. He was invited to interview with the President of Deluxe Corporation for a field sales position. During the interview, the President asked my father, “Why should I hire you as a salesperson?” My Dad thought a bit and then told him that he and his friends would often have buffalo-chip throwing contests behind the barn of a neighbor’s farm.

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GetFeedback

MARCH 5, 2020

Interview with Simon Whight, senior systems analyst at Zen Internet, an internet service provider in Manchester, England, about his career in the customer experience space.

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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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TechSee

MARCH 5, 2020

Every customer service professional knows that running a successful call center is a constant balancing act. Managers will often focus on improving employee productivity to keep customers happy and costs down. However, if they are too successful at increasing productivity, their efforts can easily backfire. Overworking employees can actually drive up call center costs by causing burnout and leading to high agent turnover.

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Customers That Stick

MARCH 5, 2020

In this One Win Book Review, we take a look at The Effortless Experience by Matthew Dixon, Nick Toman, and Rick DeLisi. Check out the video below to hear Adam’s one win that you can take away from The Effortless Experience to improve your organization’s customer experience and customer service. About The Effortless Experience. FROM THE PUBLISHER: The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it.

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GetFeedback

MARCH 5, 2020

Interview with Brett Frazer, head of customer service at Sun Basket, about his career in the customer experience space.

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Michel Falcon Experience

MARCH 5, 2020

EPISODE #4 OF BREAKING IT DOWN FT. HEALTH CARE ENTREPRENEUR RAJ SUPPIAH IS LIVE! Here’s what we get into on this week’s podcast: 1️⃣ How To Communicate Without Micro-Managing. 2️⃣How To Coach Middle Management On Culture and Core Values. 3️⃣ How To Create and Maintain Culture Across Multiple Locations and Shift Workers CLICK HERE FOR APPLE PODCAST!

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GetFeedback

MARCH 5, 2020

In this article, we talk about using customer feedback as a guide to creating a great customer experience. .

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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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One Millimeter Mindset

MARCH 5, 2020

There’s a whole desert of business strategy sand out there. Waiting for you to hide your head in. Why? Because tomorrow’s business strategies are overwhelming. And, you tend to think about the entire strategy, simultaneously. Instead of pondering the smallest decision you can make, today, to get you to where you need to go: tomorrow and future-forward.

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Call Experts

MARCH 5, 2020

The number one rule for any business is to keep your customers happy! Every plumber or home services professional knows how important it is to deliver high-quality services. But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support. Timely response to customer inquiries, availability during emergencies, and ease of appointment setting can create a competitive advantage for your business.

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Talkdesk

MARCH 5, 2020

Automated dialing in its various forms is a tremendous productivity tool for companies making outbound calls. However, some of the more aggressive types of dialing modes have forced a slew of regulatory restrictions. The type of outbound automation that is right for you depends on your business and your goals. Many companies are focused on differentiating their brand through superior customer experience (CX).

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Ecrion

MARCH 5, 2020

Managing customer service is one of the most involved and complex pieces of any business puzzle. Not only can great customer service make or break your success, but with so many moving parts, you need a seamless, user-friendly design. That’s where a document composition system can help. Detailed, organized documents help create consistency both within company departments and between you and your customers.

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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,

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Ann Michaels and Associates

MARCH 5, 2020

The secret is out in living color on the cover of Consumer Reports – how to use social media as the last chance way to get some attention when unhappy with a product or service. This issue shares secrets to great customer service, and social media use is one of them. Consumer Reports states that 84% of consumers who posted complaints to social media used Facebook.

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Oracle

MARCH 5, 2020

“Soft skills will reign in 2020 and beyond,” according to a recent LinkedIn Learning report. Leaders surveyed for the report identified leadership and management, creative problem solving, and communication among the highest priority skills for their workforce. To help jumpstart your leadership efforts in 2020, and in honor of International Women’s Day, we compiled 10 inspiring leadership quotes by women in tech from our Women in Tech series. “I always say great CX first

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Bold360

MARCH 5, 2020

If you can hold it, hold it. Start with holding, then try clamping, then bolting and, finally, welding. But never start with welding. . This piece of wisdom comes from a great professor I had at MIT, an expert in lean operational effectiveness. His point was simple: Give your employees guardrails, but keep them as loose as possible: Your employees operate best when they’re given some room to maneuver.

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CSM Magazine

MARCH 5, 2020

Shep Hyken shares some quotes from his revised and updated book The Cult of the Customer to get you thinking about how to amaze your customers. Amazement isn’t an over-the-top experience. It’s about a consistent and predictable above-average experience. While you may have an occasional opportunity to go “over-the-top” for your customers, the consistent positive experience is what your customers will love most about you.

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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

Customercount

MARCH 5, 2020

William Mitchell/General Manager, Atrium Resort by VSA Resorts Selected as Winner of CustomerCount® Customer Engagement Professional Resort Trades Award. Continue reading → The post William Mitchell Winner of CustomerCount® CEP Award appeared first on CustomerCount.

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NetBase

MARCH 5, 2020

As climate change’s cataclysmic date with our own humanity looms greater on the horizon, with experts predicting that we have less than 20 years to reverse or limit our own effect on the planet, consumers are becoming increasingly aware of their ability to do good by supporting “green” companies. And brands are winning consumer kudos with these climate change efforts, showing the importance of supporting the environment and of understanding consumer trends as well!

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MARCH 5, 2020

Adapting and Evolving CX Strategies When new regulations shook up the finance industry, banking organisations were faced with a critical choice to adapt or be left behind. Instead of shying away from the challenge, Lloyds Banking Group used the new regulations as an opportunity for innovation and worked to evolve their CX Strategy. Laurent Christoph, LLoyds Banking Group’s Experience.

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Waypoint Group

MARCH 5, 2020

I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “ Failure Sucks! ” with a great discussion about how Sales and Customer Success need to work together for mutual benefit, and how Customer Success can learn/adopt some great practices from Sales to strengthen customer-relationships.

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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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CSM Magazine

MARCH 5, 2020

When you are operating a business that involves distributing goods to customers, you need to make sure that you are handling things correctly. Your customers are the people who keep your business running and if their goods get to them in a poor condition, they might not come back. This is a major concern for many businesses. Here, we are going to give you some of our top tips for distributing goods to customers.

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Prophet

MARCH 5, 2020

In response to the COVID-19 (previously known as the coronavirus) outbreak, millions in China have adapted their lifestyle to accommodate the current situation. As self-quarantine measures and warnings to avoid public gatherings are put into place, families are seeking to store food items and other necessities at home to better prepare for the temporary seize. […].

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Forrester's Customer Insights

MARCH 5, 2020

It’s no secret that credential theft remains a primary attack vector for cybercriminals. According to the FBI’s 2019 Internet Crime Report, phishing was the most widely reported cybercrime last year. Recently, we’ve seen a sharp uptick in the number of phishing attempts that leveraged the paranoia surrounding COVID-19 (coronavirus). The bitter truth is that legacy […].

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GetFeedback

MARCH 5, 2020

Three different ways to leverage integrated surveys with Salesforce to help modernize your business operations and deliver great CX.

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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.

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