Eptica

FEBRUARY 12, 2020

Customer Insights 79

Customer Insights Technology Insights Customers 79

Oracle

FEBRUARY 12, 2020

The customer experience is front and center in the retail experience, and brands are investing in unexpected ways. One way that received significant attention at the recent National Retail Federation 2020 Vision show was the increasing importance of investing in customer-facing staff. Whether it’s expertise at the butcher counter or beauty consultants offering in-store makeovers, the staff on your floor are on the front lines of customer experience.

Customer Experience 53

Customer Experience Retail 2020 Reference 53

Gold Research

FEBRUARY 12, 2020

For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about in every company across the globe. The topic rises to the top of the C-Suite agenda during times of talent shortages and customer experience failures.

Customer Insights 72

Customer Insights Insights Employee Experience Customers 72

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused. This means that in addition to creating an amazing customer experience, every decision keeps the customer in mind.

Customer Focused 142

Customer Focused Customer Service Training B2B Customers 142

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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.

Customers

Integrity Solutions

FEBRUARY 12, 2020

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano. One of our goals at Integrity Solutions is to help our clients think differently and expand their knowledge about the sales profession, sales performance improvement and leadership, customer service and delivering exceptional client experiences.

Sales 124

Sales 2020 Leadership Blog 124

The DiJulius Group

FEBRUARY 12, 2020

1. Customer Service Feature Story How To Make Employee Pay Irrelevant Today is a tough labor market—in 2019 employee turnover was at an all-time high as reported by the Bureau of Labor Statistics. There are more jobs available than people looking, which certainly makes it an “Employee Market.” However, great leaders and great companies do. Read Full Article.

2019 84

2019 Article Marketing Customer Service 84

SurveyGizmo

FEBRUARY 12, 2020

By Christie Carlson, Senior Account Manager, SurveyGizmo. The Competitive Advantage of Engaged Employees. More and more companies are recognizing the human and business benefits of prioritizing employee engagement. And at the forefront of this trend is Four Winds Interactive (FWI). They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS).

Interaction 81

Interaction Feedback Net Promoter Score Engagement 81

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. AI-powered technology that addresses the needs of a changing workforce. omnichannel management that supports digital transformation. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Customers That Stick

FEBRUARY 12, 2020

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening. In today’s digitally distracted world, attention is one of the most valuable resources. Active listening makes sure that you actually are giving customers your attention and lets them know that they’re being paid attention to.

Customer Service 78

Customer Service Books Customers Interaction 78

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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

Retail

inSided

FEBRUARY 12, 2020

Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement. But one thing that we’ve talked less about in the past—and that we believe is really important to cover—is how you can actually go about this. What’s involved in managing an online community?

B2B 83

B2B Management Customer Engagement Engagement 83

C Space

FEBRUARY 12, 2020

I am Brand: Q&A with Americus Reed II, Professor of Marketing, The Wharton School. When a customer is identity loyal, any competitor has to ask your customer to change who they are. That’s fundamentally different and quite a difficult argument. Tweet. Americus Reed II. Professor of Marketing, The Wharton School. While Americus Reed II is a Professor of Marketing at The Wharton School, he also has another title: Identity Theorist.

Brands 52

Brands Marketing Sports Net Promoter Score 52

CSM Magazine

FEBRUARY 12, 2020

Successful eCommerce depends on giving customers a pleasant experience from the homepage to their shopping cart, which can be tough to manage. Sourced from needle.com. On the other hand, with how streamlined everything is today, being physically available 24/7 to handle customer questions or simple site navigation isn’t mandatory. Improving customer experience (CX) with chatbots has become a reliable tool that saves time and offers users assistance to help simply their buying journey.

2022 52

2022 Call Center Consumers Reference 52

C Space

FEBRUARY 12, 2020

The Always-On Relationship: Q&A with Tien Tzuo, CEO, Zuora. A subscription is not a product, it’s a relationship. It’s a membership to an experience or service that delivers an outcome that meets a need or fulfills an aspirational desire. Tweet. Tien Tzuo. Chief Executive Officer, Zuora & Author of "The Subscription Economy" Tien Tzuo is a firm believer in the Subscription Economy.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

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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

Bold360

FEBRUARY 12, 2020

Most CX strategies don’t require getting in the mud, literally. Not so with Spartan, creators of obstacle course races worldwide. On the latest episode of CXNextLive, our weekly LinkedIn broadcast, we sat down with Aja Varney, Director of Global Customer Engagement at Spartan, for an inside look at their CX journey. Here’s the dirt: Growing exponentially on a global scale: the Spartan way.

E-support 52

E-support Events Customer Satisfaction Leadership 52

CSM Magazine

FEBRUARY 12, 2020

Too many businesses still believe they are selling products, but this is no longer the case. What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell. If your company provides a better customer experience, consumers will stay. Customer service training is as crucial as learning job requirements and product information.

Customer Experience 52

Customer Experience Call Recording Poor Customer Service Omnichannel 52

Chadwick Martin Bailey

FEBRUARY 12, 2020

Sure, we all love the feels we get staying connected to family and friends, but if you want to feel really good in 2020, log off social media and invest with a financial services firm! Hold the skepticism and allow me to give a little background. As part of our self-funded Consumer Pulse program, we asked over 20,000 people to evaluate 80 financial services, tech, and media brands on the four key psychological benefits that help people fulfill core motivations: Emotional, Identity, Social, and F

Financial 52

Financial Social Media 2020 Measurement 52

Playvox

FEBRUARY 12, 2020

Playvox quality assurance software is now available on the Salesforce AppExchange , offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily.

Customer Service 69

Customer Service Customers 69

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

NetBase

FEBRUARY 12, 2020

Music spans such a broad range of offerings, from broadcast radio, podcasting and social media to streaming media and live events. And iHeartMedia captures all of them. They make magical events for music lovers in every genre using social monitoring. Let’s explore how that looks, and how it can apply to your brand! CX Understanding Starts Here. Hetal is EVP of Smart Audio Insights & Analytics at iHeartMedia Inc and is passionate about what they do.

Events 60

Events Social Media Sports Measurement 60

MyCustomer

FEBRUARY 12, 2020

Engagement 5 practices of brands with strong service cultures.

Culture 69

Culture Customer Service Brands Engagement 69

CSM Magazine

FEBRUARY 12, 2020

It’s no secret; the high-street is struggling. In fact, that’s putting it mildly. Every week we seem to hear countless stories of businesses either struggling to stay afloat or worse still, closing their doors. If you currently operate on the high-street, there’s no doubt that it’s an incredibly difficult time. Sometimes, there is little you can do to take control of the situation as well; it can be just due to terrible market conditions.

Sales 52

Sales Events Article Marketing 52

Happy or Not

FEBRUARY 12, 2020

Whether it’s about a long queue, a messy washroom, or missing products, being slow to respond to problems has a huge negative impact on your customer experience. It […]. The post Empower your teams to improve experiences with HappyOrNot’s new Real-time Collaboration solution appeared first on HappyOrNot.

Customer Experience 57

Customer Experience Customers Blog 57

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Forrester's Customer Insights

FEBRUARY 12, 2020

Voice-of-the-customer (VoC) technologies play a critical role in the evolution of enterprise customer experience (CX) programs, helping CX leaders focus on driving improvements that impact both the customer and the business. Unfortunately, CX leaders struggle to achieve state-of-the-art VoC programs that fully integrate data, help prioritize projects, calculate business value, inform the design process, and […].

Feedback 55

Feedback Management Customers Technology 55

MyCustomer

FEBRUARY 12, 2020

Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 12th Feb 2020. By Neil Davey Managing editor.

2020 40

2020 Management Customer Experience Customers 40

Forrester's Customer Insights

FEBRUARY 12, 2020

I recently hosted Forrester’s Predictions 2020 webinar, where I interviewed CEO George Colony and other Forrester thought leaders on the dynamics that will shape 2020 and beyond. Attendees were able to ask questions during the webinar, some of which could not be answered live. I’ve rounded up a few of these questions and provided the […].

2020 51

2020 Webinar Information Retail 51

Happy or Not

FEBRUARY 12, 2020

HappyOrNot, the world’s leading customer experience management solution, is today announcing its Real-time Collaboration solution designed to help managers and frontline teams use data to detect issues as […]. The post HappyOrNot announces its new Real-time Collaboration, enabling teams to act and communicate in immediate response to data appeared first on HappyOrNot.

Communication 36

Communication Customer Experience Management Management Customer Experience 36

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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