Advantage Communications
JANUARY 12, 2021
With the hope and foresight of a new year now here, many executives are now proactively looking at new ways to grow their business in 2021, drive profitability, and improve the satisfaction and loyalty of their customer base.
Ecrion
JANUARY 12, 2021
1. Meets Customer Needs | 2. Easy Access to Documents/Services | 3. Cloud CEM Generates Leads |. 4. Embraces Diverse Solutions | 5. Keeps Your Business Ahead. While 70% of businesses cited their customer retention strategies as average at best, nearly everyone agrees that it is a priority. This makes sense when you consider that a mere 5% increase in consumer retention can lead to a full 25% increase in profits.
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One Millimeter Mindset
JANUARY 12, 2021
Being professionally understandable is a huge part of how you show up to work each day. When people do not understand what you are saying, they cannot figure out what you want. Or what you really need. Or even what you both can accomplish working with each other and for each other on behalf of better serving clients. In speaking to, coaching and facilitating cross-functional teams, I’ve identified three always-on miscommunication scenarios.
Team Support
JANUARY 12, 2021
ServiceXRG and TeamSupport have joined forces to create a comprehensive study of the Support industry that is now available for download. The 2021 Customer Support Transformation report examines current trends in Support delivery and offers tangible guidance for Support and Service professionals to meet growing expectations of both customers and company executives.
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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.
ShepHyken
JANUARY 12, 2021
The New, Better Customer Experience. How to Drive a Customer-Centric Culture. Shep Hyken interviews Dennis Wakabayashi , the VP of CX Solutions Delivery for RR Donnelley. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity. One is the great leaders of CX, who are inspirational catalysts for creating customer-centric culture.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
PK
JANUARY 12, 2021
As customers have increasingly gone digital during the COVID-19 pandemic, loyalty has gained prominence as a powerful strategy to increase stickiness, grow revenue, and deepen relationships with customers. Loyalty stands […]. The post PK named among preferred Salesforce loyalty partners appeared first on PK.
Customer Enthusiast
JANUARY 12, 2021
Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine inside either restaurant. Instead, both restaurants had erected two 400’ sq outdoor tents with a seating capacity of 20 guests each. Both locations used exterior propane heaters to offset 30-degree […]. The post What pandemic?
Zonka Feedback
JANUARY 12, 2021
Most discussion about Net Promoter Score ® focuses on Detractors and Promoters - to pay attention to Detractors and prevent them from churning and to leverage the promoters to promote your brand. In this, most businesses tend to ignore or neglect the third and very important segment of NPS - the Passives.
Russel Lolacher
JANUARY 12, 2021
“Tear down silos!” “Let’s silo smash!” “Break down those walls!” These are passionate phrases I’ve heard repeatedly when it comes to employee engagement and change management, in a perceived effort to improve an organization by fostering collaboration and understanding through HULK SMASH language. I frequently used these phrases myself, in an effort to demonstrate my passion for transformation.
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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
Zonka Feedback
JANUARY 12, 2021
While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.
CSM Magazine
JANUARY 12, 2021
Artificial Intelligence is here to stay but how do you turn hype into reality? Abbie Heslop at EBI.AI applies a few real-life lessons to provide CX leaders with a practical pathway to AI success. Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. But how easy is it to separate hype from reality?
Lithium
JANUARY 12, 2021
Hello, to all of our Atlas members! We are excited to announce that Khoros has acquired CX innovator Topbox. Topbox created an innovative solution for brands to access, analyze, and understand what is driving all that volume in real-time, in one place, to empower you to manage the workload and deliver a better customer experience. Powerful CX insights for better customer engagement.
Zonka Feedback
JANUARY 12, 2021
While measuring Customer Loyalty with NPS®, you’d always get a few (or many) detractors. It’s unavoidable, but definitely hurtful. All businesses tend to have unhappy customers. And as much as we all may like to ignore them and look at the positives, we know it’s probably the most crucial to look at the detractors and resolve their issues. Researches suggest that the risk of customer churn increases by 15% just by not replying to the customer's issues and complaints.
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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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NICE inContact
JANUARY 12, 2021
Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.
ChurnZero
JANUARY 12, 2021
This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Nobody loves it when a customer feels the need to escalate their concern. For the customer, it feels like they have to take an extra step to accomplish what should have happened, from their perspective, in the first place. A CSM can feel like they haven’t done their job well, and may even feel like their company reflects poorly on them as a CS professional.
delighted
JANUARY 12, 2021
Find out how your real-time NPS compares to competitors in 20 industries with Benchmarks, our newest in-platform report. Prior to this release, our reporting features were all geared towards easy customer experience performance monitoring and feedback analysis for your Delighted survey results. With this report, you’ll be able to get an external benchmark for how strong your customer experience is, in quick and simple Delighted fashion.
Amplifai Coaching Category
JANUARY 12, 2021
Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.
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.
Gainsight
JANUARY 12, 2021
Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe , Marissa Barcza. . Marissa focuses on strategic ways Adobe can be more efficient and effective. Her team manages nine B2B products across 4,500 accounts in the Americas. In the past year, she has seen an increase in small and medium-sized businesses’ interest in all products, especially e-commerce.
Forrester's Customer Insights
JANUARY 12, 2021
^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners. Delivering automation of indirect sales processes, workflows, and partner programs, channel software is becoming increasingly critical to a […].
Strikedeck
JANUARY 12, 2021
Sarah talks about how investing more in the area of your company that is influencing the most growth will grow you business more productively - Part 2.
Amplifai Coaching Category
JANUARY 12, 2021
Execs in the Know Guest Blog Article and ICMI Featured Contributor Article. Looking at our industry, there are five clear trends that have, and continue to evolve our operational realities. We have to acknowledge and plan for how they affect our frontline Customer Service and Sales teams’ ability to engage, learn and perform.
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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.
CSM Magazine
JANUARY 12, 2021
A help desk is a fantastic bridge between companies and customers. You can assist people with their problems, find out what is good about your product or service, and what needs to be fixed. It is an essential tool if you want to satisfy the customers and constantly develop your product. It is the only way to remain relevant in the constant-changing world.
Amplifai Coaching Category
JANUARY 12, 2021
The 2018 Customer Response Summit was incredible! For those that missed it, we've recapped our 48 hour immersion with the most innovative organizations disrupting Customer Experience!
Oracle
JANUARY 12, 2021
If it seems like there are no longer any boundaries for how and when sales meetings happen, that’s because there aren’t. In a recent research report , 90% of sellers reported that they’ve taken sales calls in unusual places. It’s likely that if you’re a seller in 2021, you’ve had the experience of taking sales calls in the car, on vacation, at the doctor’s office, in the bathroom, or maybe even in the shower.
Amplifai Coaching Category
JANUARY 12, 2021
I was giving a presentation about Millennials at a conference earlier this year. We were in a breakout activity discussing how to coach a Millennial employee on a particular topic and were talking about the need to connect the requested task to the overall mission of the organization and value to the customer.
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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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