Kustomer
OCTOBER 14, 2020
It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand.
Talkdesk
OCTOBER 14, 2020
The economic downturn caused by the coronavirus is bringing back a part of the 80s no one was feeling nostalgic about: the spike in debt. Similarly to 40 years ago , major banks, finance companies and collection agencies are muscling up call centers to respond to the arrears crisis for credit cards, auto loans, student loans and other forms of debt.
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Integrity Solutions
OCTOBER 14, 2020
The Behavioral Styles ® model is an easy-to-use tool for assessing the behavioral characteristics that fall within four distinct customer communication styles: Talker, Doer, Controller and Supporter. Does communication style matter when it comes to sales? More than you might expect. Studies show that over 80% of customer dissatisfaction is rooted in emotional issues rather than intellectual ones.
Myra Golden
OCTOBER 14, 2020
The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here. When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction.
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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.
NICE inContact
OCTOBER 14, 2020
For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
SurveySparrow
OCTOBER 14, 2020
Are you using AskNicely for a while now? And you are not so happy with the results it brings? Well, if you were searching for AskNicely alternatives and landed on this page, then there’s a huge possibility that you’re having some issues with the app. We already know that AskNicely is one of the easiest and simple NPS platforms. But only a stand-alone NPS platform won’t help you to collect rich insights and engaging surveys.
The DiJulius Group
OCTOBER 14, 2020
Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers that presented during week 1 of The Customer Service Revolution Conference, featuring Guy Kawasaki, Jess Pischel, John DiJulius, Corey McCarthy, and Bronkar Lee. This is our 12th year of putting on this event and virtually our first.
The DiJulius Group
OCTOBER 14, 2020
Week 2 Recap of The 2020 Customer Service Revolution With over 1,400 leaders from all over the world tuning in, Week 2 of the 2020 Customer Service Revolution did not disappoint. This incredible lineup of experts shared so many brilliant “Ah-ha’s” it almost brought our chat feed down. Here were just a few of the. Read Full Article. The post How to Reimagine…Revolutionize Week 2 appeared first on The DiJulius Group.
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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
PK
OCTOBER 14, 2020
As the choice of streaming services increases for consumers, media companies are asking themselves: what else can they do to build stickiness into the subscriber relationship? I recently spoke with […]. The post Media interview: How to keep streaming video subscribers appeared first on PK.
Gainsight
OCTOBER 14, 2020
Welcome to Day 1 of Pulse for Product, our inaugural event geared towards those in product management roles. Child-like joy is so vital to Gainsight, and we wanted to incorporate that essence into our theme. What better way to feel like a kid again than through video games, looking back fondly on the 90s and listening to the Backstreet Boys? Yes, you read that right.
XMplify
OCTOBER 14, 2020
In this post I am going to discuss how recent research conducted by MyCustomer and Genesys and based on the views of about 500 consumers shows that compassion in customer service is good for both customers and business.
GetFeedback
OCTOBER 14, 2020
How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales.
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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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Forrester's Customer Insights
OCTOBER 14, 2020
Forrester analysts from across the Asia Pacific region provide insights on what to expect in the year 2021.
Knowmax
OCTOBER 14, 2020
How to reduce average handle time in a contact center.
Forrester's Customer Insights
OCTOBER 14, 2020
It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series. In the coming weeks, watch for Forrester analyst expert insights about everything from marketing, podcast advertising, and smart post-purchase notifications to US holiday forecast scenarios, “11/11” event analysis, thwarting “grinchy” […].
Qualtrics
OCTOBER 14, 2020
Ready to formalize – and standardize – your performance management process? Use these tips to create and customize an employee evaluation form that works for your organization. Help your employees understand what’s expected of their performance with fair and consistent employee evaluations. Not sure where to begin? Here’s a closer look at the role employee evaluation forms play in the performance management process, the benefits of using an evaluation form, how often to evaluate your employees,
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.
Centercode
OCTOBER 14, 2020
In May 2020, Twitter defied the uncertainty of the then-nascent COVID-19 pandemic with a decisive announcement: they were making work-from-home permanent. It was a plan two years in the making, but one that foreshadowed a global trend. Now, work from home (WFH) is the norm for many companies — and it is permanently shaping the way people communicate, work, and adopt technology.
Influitive
OCTOBER 14, 2020
Customers are hungry for meaningful interactions – both with your brand and with other customers – and community managers need to make the experience simple and painless. If a large portion of your customers are sitting on the sidelines, it’s because you don’t yet have the right tools and timing to motivate them on their […]. The post Gamification Alone Can’t Modernize Customer Communities appeared first on Influitive.
Chadwick Martin Bailey
OCTOBER 14, 2020
Planning a virtual conference is a job you could never pay me enough to do. And from what I heard in chatting with this week’s TMRE attendees was that, sometimes it works and sometimes it doesn’t. However, we witnessed a great willingness to get the most out of the circumstances, and positive energy all around. So for sanity’s sake, let’s keep the pervasive elephant in the room that is COVID-10 to the side, skip the things we have all heard already, and focus on the most interesting takeaways fr
Hero Digital
OCTOBER 14, 2020
The pandemic has upended nearly all aspects of life but perhaps one of the most interesting relationships being put in the spotlight is the one we have with our health and, by proxy, our healthcare providers. Unlike other industries where the pandemic forced people who would prefer in-person interactions to digital, when it comes to healthcare, it’s not necessarily that people didn’t want to interact digitally, but that telehealth wasn’t widely available as an option pre-COVID.
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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.
Centercode
OCTOBER 14, 2020
In May 2020, Twitter defied the uncertainty of the then-nascent COVID-19 pandemic with a decisive announcement: they were making work-from-home permanent. It was a plan two years in the making, but one that foreshadowed a global trend.
SMG CX
OCTOBER 14, 2020
To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK. Here are the key trends we uncovered and ways to exceed customers’ heightened expectations for health + safety.
Uplight
OCTOBER 14, 2020
Imagine this. You’re headed to one of the most buzz-worthy utility industry events of the year. Instead of making your way to Denver, you turn on your computer from your kitchen table and log into the virtual E Source Forum. You head over the “exhibit hall” to chat with sponsors and then to the “networking Read More. The post The First E Source Virtual Forum appeared first on Uplight.
SmartKarrot
OCTOBER 14, 2020
Role: Vice President of Customer Success – Financial Services Location: Chicago, IL, US Organization: XSELL Technologies XSELL Technologies seeking a Vice President of Customer Success to support the Financial Services Industry. In this role, you will develop and foster executive level relationships with clients. Execute on objectives and grow XSELL’s footprint within customer ecosystems by expanding revenue in accounts through cross-sell/upsell.
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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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