Mon.Jul 13, 2020

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Digital Customer Service: What It Is and Why It Matters

Kustomer

In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. While there’s certainly plenty of overlap, the latter takes a more focused perspective and is designed to support digital consumers by taking their omnichannel customer journey into consideration. This might have you wondering, what is digital customer service, exactly?

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5 Common Sales Challenges and How to Overcome Them

Integrity Solutions

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity. Training is regularly implemented, new sales techniques are tried out, and the latest and greatest technology is implemented as the surefire antidote to a complex, competitive marketplace.

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A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

In my last blog post , I offered 5 recommendations for re-opening your VoC program in light of COVID-19 closures. If you have not checked out that blog post, I highly recommend doing so ( click here to read ). In this blog post, I am offering a bonus recommendation for reopening your VoC program: Include video in your surveys. Why video? Video is what most engages customers.

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Retail Digital Experience Can Still Satisfy Europeans during COVID-19

eglobalis

Retail Digital and Physical Experience Can Still Satisfy Europeans during COVID-19. The post Retail Digital Experience Can Still Satisfy Europeans during COVID-19 appeared first on Eglobalis.

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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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How Brands Are Prepping for Pivotal Back to School

NetBase

Smart brands are prepping for every eventuality in a pivotal back to school year. From decreasing lead times for marketing, to creating alternate advertisements for all circumstances, brands are actively dancing to consumers’ beat. Having the most accurate and relevant insights for every possible scenario is vital for brands to stay one step ahead of this unpredictable virus, as it affects everything, including education.

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The Impact of COVID-19 on Customer Service Job Market Trends

CSM Magazine

The coronavirus pandemic has drastically impacted every sector and industry, perhaps none more so than the customer service job family. Stay at home orders and mandatory shutdowns have significantly altered consumer behavior and shopping habits, disrupting the brick & mortar retail industry and leaving millions of customer service employees without a job.

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SaaS Outsourcing: Why Should Your Company Do It?

Magellan Solutions

Software-as-a-Service or SaaS is one of the fastest growing branches of the tech industry. More and more entrepreneurs are investing in the SaaS industry, as the demand for SaaS grows. To help meet market demands, some companies turn to SaaS outsourcing. However, should your company do it? The answer is yes, and here is why. What is SaaS outsourcing?

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CX Reality Day: What Will You Discover?

Forrester's Customer Insights

This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.

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HomeAdvisor Reviews: How To Double Your Lead Flow In 45 Days

Grade.us

Reading Time: 12 minutes. Why are HomeAdvisor reviews so critical to attracting leads in the home services industry? A Gallup poll found only 29% of consumers believed building contractors had “high or very high” honesty and ethics. Is this perception the truth for the vast majority of the industry? Of course not. Much of your customer’s apprehension stems from inexperience about the home remodel or improvement process or a poor experience.

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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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Walmart Doubles Down On “Save Money. Live Better.” As It Wants To Help You Shop For Your Next Health Insurance Plan

Forrester's Customer Insights

Walmart quietly launched Walmart Insurance Services LLC. The new business entity moves Walmart beyond just offering education on insurance to selling health insurance policies. “Yes, you read that right, Walmart now has an insurance agency,” reads multiple new job listings on Walmart’s site. This follows a presentation by Walmart President of Health and Wellness Sean […].

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Tips and Tricks Double Feature – Find & Replace and Bulk Editor

SurveyGizmo

By Cameron Settle, Support Hero. There are two great features within SurveyGizmo that are often overlooked. The first is “Bulk Editor” which allows you to see your entire survey and choose which pages or questions you would like to set as required. You can also enable or disable pages and questions. The second feature is “Find & Replace” which allows you to search your entire survey for specific words and replace them.

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“All Right, You Made Your Point. Now What Do We Do About It?”

Forrester's Customer Insights

On Wednesday, July 15, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day and test out the real experiences that their brand delivers to customers.

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Teleopti Customers: How to Use Calabrio Advanced Reporting

Calabrio

Legacy Teleopti WFM customers now have the ability to use Calabrio Advanced Reporting — and gain even greater insight into their contact center operations. The Unified Data Mart (UDM) with data library uses the Teleopti WFM data mart as its source. The adapter comes with a standard set of starter dashboard and reports to help you get started quickly.

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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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FORRward: A Weekly Read For Tech And Marketing Execs

Forrester's Customer Insights

How Poor Pandemic Management Destroys A Brand As the rest of the UK started emerging from lockdown, the city of Leicester saw local restrictions reimposed due to a second wave of infections. Leicester’s garment factories, many of which are suppliers to UK-based online fashion retailer boohoo, were identified as the most likely cause of the new outbreak.

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Jul 13 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Texas, US Organization: Illusive Networks In this role, you’ll have to own and manage customer relationships, ensuring customer delight and communicating the value of the product to drive deeper and build strong engagement. Maintain ongoing customer relationships, networking, implementing success programs, contributing to sales, on-boarding, training clients, and minimizing churn.

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COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

NICE inContact

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety. Indeed, the pandemic is, among many things, a massive experiment in telecommuting as the outbreak accelerates a trend towards a remote workforce, possibly for the long term. But that isn’t the only thing that’s on the mind of contact center leaders.

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10 Tips to Quickly and Consistently Increase Your Monthly Recurring Revenue (MRR)

SmartKarrot

It is a known fact that MRR aka Monthly Recurring Revenue is a lifeline for SaaS business. Since they live or die off this scheme, you might want to take a notch up if you wish to see a boom in the SaaS market. Statistics claim that by the year 2023, the business shall grow at a compound rate of 17% with over $60 million. What is MRR and How to calculate it?

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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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Best Customer Onboarding Software: What to Look for in Reviews

ClientSuccess

For some customer success teams, looking for new customer onboarding software can be a long, multi-faceted process. For every great recommendation there is a negative review out there somewhere. And in the world of customer success, vendor recommendations are paramount. The right customer onboarding platform is extremely important to the long-term success of a business, so finding the solution that works best for your team is key.

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What is deep listening - and how can it keep your customer insights ahead of change?

MyCustomer

Voice of the Customer How deep listening keeps you ahead of change.

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Brand Move Roundup – July 13, 2020

C Space

The Brand Move Roundup – July 13, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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Introducing Maia the Khoros Bot!

Lithium

Say 'Hi' to Maia! Introducing Maia, your new virtual partner in exploring the Khoros website and Atlas community. Partnering with Atlas Guides, our dedicated chat agents, Maia maximizes the potential of Khoros Modern Chat by guiding you to answers in both real-time and on your own time. Maia can help you find content on Atlas, file support tickets, check product status, and many other evolving tasks.

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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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Easy SaaS Upsell Techniques that Every Customer Success Manager Needs to Know

SmartKarrot

Source. In your journey of nurturing a relationship with your customer, there comes a time when your customer is ready for more. It is a clear indication that your product is adding enough value to the customer’s business. And when that reaches to the most optimum level, it becomes necessary for both the parties to grow their business. Hence, upsell is the clear outcome of such a situation.

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Evolving Business And Technology Priorities In Asia Pacific Post-COVID-19 (On-Demand Webinar)

Forrester's Customer Insights

The Forrester Analytics Business Technographics® Priorities And Journey COVID-19 Recontact Survey, 2020, fielded in May, confirms what we already knew from our clients: COVID-19 has had a significant impact on Asia Pacific firms’ business and technology priorities. This new data also allows us to compare the results of the survey during COVID-19 to those we […].

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Sharing Customer Reviews on Social Media: 4 Tools You Can Use

ReviewTrackers

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5 Top Customer Service Articles For the Week of July 13, 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. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. (CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

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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