CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. Even if the solutions in place aren’t delivering the desired return on investment, and even in the face of vendor incompetence, the prospect of switching vendors may appear more costly and disruptive than sticking with the existing solution and hoping it eventually works to the company’s adva

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ShepHyken

JANUARY 22, 2020

“There are two kinds of people: Batteries Included and Batteries Not Included.”. That quote comes from Dan Sullivan, founder and president of the Strategic Coach program. If you’ve been following my work, you’ll probably recognize his name. I’ve learned a lot over the years by attending his workshops and coaching sessions. He recently released a book that included many of his quotable words of wisdom.

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Customer Service Training Workshop Books Customer Service 140

Heart of the Customer

JANUARY 22, 2020

SEATTLE, Jan. 22, 2020 /PRNewswire/ — Heart of the Customer (HoC), one of the nation’s leading journey mapping consultancies, and Usermind, a pioneer in Experience Orchestration (XO), today announced a strategic partnership that will revolutionize how businesses map, orchestrate, and optimize their customer journeys. The demand for ROI on experience-focused initiatives is higher than ever before, and Forrester predicts one in four […].

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Customers That Stick

JANUARY 22, 2020

Is customer service dead? Absolutely not! . Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand. However, customer service is still an integral part of customer experience. It is a subset of customer experience and often one of the most important parts of any experience because it is often the part of the experience that is the make or break

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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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ReviewTrackers

JANUARY 22, 2020

Optimizing a website for local search results is a top priority for any business. Not only does it improve your ranking on search engines, but it can also bring in more customers. Our 2017 Local Search Report showed that 35 percent of all search traffic is local. Within that group, 53 percent of customers will convert within the next 48 hours of a search.

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ChurnZero

JANUARY 22, 2020

ChurnZero Enhances Customer Success Capabilities with Zendesk Support Integration. ChurnZero’s integration with Zendesk brings the Customer Success and Support teams closer together than ever before. . It seems like it would be a given that Customer Success should be BFFs with Support as they are both customer facing teams. However, since these teams typically work out of different software platforms, it’s easy to fall into the trap of becoming siloed.

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SurveySparrow

JANUARY 22, 2020

So, you and your team have burned the midnight oil and pulled all the stops to deliver a stellar product. And probably you are quite happy about it, but here arise the crucial questions. Are they, your customers, happy? Has this ‘stellar product’ of yours helped deal with your customer’s requirements? You would probably think they have but in reality, what if they haven’t?

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The DiJulius Group

JANUARY 22, 2020

5 Quick Tips To Help You Make Price Irrelevant 1. Customer Service Feature Story The Chief Marketing Officer Position Is On The Decline Branding has changed. It is no longer about building a perception in your customer’s mind. In the age of smartphones and social media, customer experience is the new branding. Customers are defining. Read Full Article.

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Talkdesk

JANUARY 22, 2020

Artificial Intelligence (AI) has been on the rise since its first emergence 50 years ago. What was initially just a theory is now becoming a game-changer across all industries. Emerging companies are building their businesses by not only using AI, but with AI at the business core, transforming this technological field from wishful thinking into a rapidly-growing industry.

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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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Playvox

JANUARY 22, 2020

In the customer service world the importance of having a clear view of resources is on an equal platform for managers, team leaders , and even for agents.

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PK

JANUARY 22, 2020

We’ve spent the last two decades building end-to-end experiences for the world’s largest brands— experiences that drive meaningful outcomes, faster, and that are fundamentally human in expression. Our brand has evolved over that time, but our belief in the power of two important themes has not: Great design and strong tech. . Great design and strong tech come together at the intersection of multiple disciplines : design , research, development, engineering, marketing, analytics

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Connective DX

JANUARY 22, 2020

We’ve spent the last two decades building end-to-end experiences for the world’s largest brands— experiences that drive meaningful outcomes, faster, and that are fundamentally human in expression. Our brand has evolved over that time, but our belief in the power of two important themes has not: Great design and strong tech. . Great design and strong tech come together at the intersection of multiple disciplines : design , research, development, engineering, marketing, analytics

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E Commerce E-support Apparel Retail 52

Up Your Service

JANUARY 22, 2020

Transcript of “Different People Value Different Things”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. The action steps you design and take are intended to create more value. But in our complex and diverse world, different people value different things. Some people say, “Just do it fast.” The next person says, “Don’t rush me.” One says “I want the cheapest option.” Someone else says,

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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

CSM Magazine

JANUARY 22, 2020

We entrust agents with two of our most precious assets every day – our customers and our brand. So, it’s vital they are equipped with the right tools and customer insights to resolve ever more complex issues on every channel. In fact, 62% of customers believe an agent’s knowledge and/or resourcefulness is key to a positive service experience. Join customer service leaders from Marriott, Home Depot, Leumi Bank and Bold 360 (Jan 30, 12pm ET/ 9am PT) for our latest webinar: Unleash the full potenti

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Kitewheel

JANUARY 22, 2020

Climbing The Journey Maturity Pyramid. Business leaders from marketing to customer experience and IT don’t always know the right next step when it comes to advancing their customer journey maturity. Thankfully, the road to customer journey optimization doesn’t need to be confusing. To help, Kitewheel has created our new customer journey maturity model which is built around the concept of the customer journey maturity pyramid.

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Customer Journey Measurement Download Connections 52

Oracle

JANUARY 22, 2020

Each year, the Consumer Electronics Show (CES) in Las Vegas offers a preview of the emerging technology, new customer service innovations, and trends shaping the business and consumer landscapes. At this year’s CES, a number of companies announced exciting innovations that have the potential to further reshape the way we live, from reimagining what’s possible with devices to showcasing the power of short-form content.

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2020 Retail Entertainment Innovation 54

NICE inContact

JANUARY 22, 2020

If orange is the new black and 40 is the new 30, then digital customer service is the new marketing.

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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

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Why so? Every CEO waxes lyrical about the importance of loyalty. Every CFO knows a loyal customer is many times more profitable than others. That ought to make your job easier. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint.

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Strativity

JANUARY 22, 2020

We’re kicking off the new year by sharing some of our favorite workshop exercises to discover unmet needs, develop CX strategies, align on priorities, and spark innovation for your business. Try These DIY Exercises to Enhance Your Next CX Workshop. Workshops are collaborative sessions that have a crystal-clear goal — and they’re an essential tool in the insights, strategy, and execution world.

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Innovative CX

JANUARY 22, 2020

Although we live in a much less formal world than we did say 20 years ago, I’m not sure customer interactions are the best place to demonstrate that informality. These are YOUR customers and we should treat them not as account numbers but as the most important asset we have as an organization. The way we talk to customers is just as important as the what we are trying to convey to them.

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delighted

JANUARY 22, 2020

We’ve previously written about why you should be following up with detractors. This is standard practice for anyone running a successful NPS program, but we often see companies overlook the massive upside of leveraging promoters to their advantage. A promoter, by definition, is a loyal enthusiast of your brand. They will give your business an NPS score of 9 or 10 which means they are ‘very’ to ‘extremely’ likely to refer your brand to friends and family.

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Hero Digital

JANUARY 22, 2020

It happens every morning. I wake up to a barrage of news alerts on all of my devices. Alerts about another one of the world’s institutions putting profits before people and suffering the consequences. We don’t know who to trust anymore. People are turning to their own experiences— and brands must rise to meet their expectations. Luckily, I’m not alone in seeing that this needs to change.

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Forrester's Customer Insights

JANUARY 22, 2020

Marketers should take a closer at how their digital advertising budgets are allocated globally. While a huge market such as China deserves marketers’ attention because of its size, our analysis shows that the Chinese digital advertising market is becoming saturated. Forrester calculates each country’s digital marketing readiness score by measuring the digital engagement and savviness […].

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UJET

JANUARY 22, 2020

We’re thrilled to welcome Darcey Harrison as our new Chief Revenue Officer. Darcey joins UJET with a long and prestigious track record of success across both software and hardware technologies including Markforged , Cisco Meraki, and Bank of America. At Meraki , Darcey played a critical role in growing the team and leading the company through the $1.2 billion dollar acquisition by Cisco.

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CSM Magazine

JANUARY 22, 2020

Implementing industrial robots within a manufacturing setting can be an arduous task. There are various logistical and financial factors to consider before you can leverage a robot to automate your operations. Small industrial robots are designed to execute a vast range of tasks. Still, manufacturers face nearly the same challenges when it comes to their implementation.

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Transportation Financial Consumers Management 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