InMoment XI

NOVEMBER 23, 2021

Black Friday is right around the corner and you know what that means. Shopping, shopping, and more shopping! But not just any kind of shopping. This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. The thing is, any customer making a luxury purchase will have high expectations for not only the product, but the experience—whether it’s online or in store.Bridging that p

Retail 529

Retail Customer Journey Touchpoint Brands 529

Alida

NOVEMBER 23, 2021

Nowadays, more and more people are capturing and sharing their everyday lives through a combination of pictures, short videos, and even full-length vlogs (video blogs). Not to mention the increased usage of Zoom during the pandemic. The use of video allows a personal view into people’s lives, uncovering moments of intimacy previously reserved for private eyes.

Blog 246

Blog Brands Consumers Insights 246

ShepHyken

NOVEMBER 23, 2021

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®. They discuss how SMB’s can compete with giant brands when it comes to problem resolution for delays, theft, and problems during the holiday season.

Retail 127

Retail Advertising Consumers Marketing 127

BirdEye

NOVEMBER 23, 2021

What could you accomplish if someone waved a magic wand and granted you an extra 56 hours to devote to your business? Sign up new customers, get more revenue or take that vacation to Hawaii you have been dreaming of. Studies have shown that it takes 56 hours, on average, for businesses to chase past-due bills from customers every month. With the average small businesses in the United States waiting on 81% of payments that are over a month past due , the hours that teams spend on chasing past due

Financial 97

Financial Customer Journey Customer Experience Management Engagement 97

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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

Comm100

NOVEMBER 23, 2021

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize. To begin the journey towards improving CX, organizations must offer live chat – and in this blog we will explain why.

Customer Experience 87

Customer Experience Multi-Channel Omnichannel Social Media 87

Zonka Feedback

NOVEMBER 23, 2021

Several studies show that satisfied patients who receive appropriate counseling, treatment instructions, comprehensive care, and an overall satisfactory experience, often respond positively to the treatment and experience better clinical outcomes. What healthcare providers must remember is that every positive experience can add to patient satisfaction, and thereby, the success of the hospital or facility.

Hospitality 98

Hospitality Healthcare Loyalty Marketing 98

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade? There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Net Promoter Score 91

Net Promoter Score Return on Investment Sales Customer Journey 91

Bill Quiseng

NOVEMBER 23, 2021

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for many who have wished me well as I recover. Today I would like to give a very special mention to the following people: Edgar Gum, regional vice president for Marriott Vacations and his team, along with my fe

Hotels 78

Hotels Leadership Customer Care Customer Service 78

CSM Magazine

NOVEMBER 23, 2021

Customers are the focal point of any business. After all, no business will ever be able to achieve their intended level of success if they don’t have happy customers to back the business up. The happier your customers are, the higher your level of customer loyalty is. With the competitive arena that companies are in today, it’s even more essential for them to strive to consistently make their customers happy.

Omnichannel 59

Omnichannel Feedback Customer Satisfaction Customers 59

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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

Uniphore

NOVEMBER 23, 2021

The partnership between Uniphore and Tech Mahindra combines Uniphore’s AI and automation-driven technology with Tech Mahindra’s service expertise. Uniphore and Tech Mahindra jointly create exceptional customer experiences and improve service outcomes by supporting customer service automation. Subject matter experts Jafar Syed of Uniphore and Saurabh Rai of Tech Mahindra have teamed up to present a podcast that explores how conversational automation generates return on investment (ROI

Insights 52

Insights E Commerce Average Handle Time Return on Investment 52

Stella Connect

NOVEMBER 23, 2021

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. . Customer service leaders and agents have risen to the occasion, all while handling more customer inquiries than ever , embracing new hybrid and fully remote operations , and keeping up with increasing customer

2022 52

2022 Customer Service Net Promoter Score Effort Score 52

CSM Magazine

NOVEMBER 23, 2021

The year 2021 was one of adjustment. New challenges emerged and contact centres learned many lessons. Dave Hoekstra at Calabrio reflects on these before offering a glimpse into 2022, helping contact centres to plan ahead. Hybrid working, The Great Resignation and Digital transformation are buzz terms that swarmed the contact centre industry in 2021.

2022 52

2022 2021 Net Promoter Score Customer Journey Mapping 52

SAP Customer Experience

NOVEMBER 23, 2021

Know Fapiao Capture in a nutshell Fapiao Capture is an add-on solution of SAP Concur, which is embedded in WeChat to help Chinese local customers to process legal receipts for travel expenses. Users can easily capture kinds of legal receipts through WeChat mini app and send to SAP Concur web.

2021 80

2021 Travel Customers Customer Experience 80

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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

ClientSuccess

NOVEMBER 23, 2021

As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day. For these businesses to work together – and for customers to get the most out of their products and services – there must be a secure way to connect, share, and engage on both sides.

2022 76

2022 Document Sales Connections 76

Magellan Solutions

NOVEMBER 23, 2021

How Much Reliable 24/7 Answering Services Cost. It’s no secret that quality 24/7 answering services can do so much for your business. Aside from being practical and cost-effective, outsourcing business solutions for your growing business can assure you of expert-level handling of all your professional functions and affairs. Phone answering services may seem simple, but it plays a big role in your business in so many ways.

Call Center 52

Call Center Communication Culture Information 52

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. There are a lot of tools out there and here we’ve collated the Top Customer Success software that your team needs in 2022. CustomerSuccessBox.

2022 52

2022 Customer Success B2B Touchpoint 52

Interactions

NOVEMBER 23, 2021

The pressure on contact centers to drive higher liquidation rates for accounts receivables while keeping costs under control continues unabated. These dual pressures seem at odds, especially with net revenue tied directly to the agency’s ability to have consumers pay outstanding balances in full or to make reasonable arrangements to do so over time.

Call Center 62

Call Center Contact Center Consumers Insurance 62

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

Help Scout

NOVEMBER 23, 2021

Understanding how and when to deviate from the recipe you started with is how you develop your own style and grow your career as a customer service professional.

Books 70

Books Customer Service Article Customers 70

Clarivate

NOVEMBER 23, 2021

In this series of blogs, Kerri Nelson , Chief Operations Officer, Clarivate talks about how companies can improve their end-to-end customer experience, starting with being responsive. Clarivate Customer Experience Services offers consulting, analytics and software that builds end-to-end Customer Delight programs, helping companies improve their customer experience in order to deliver better financial results such as retention, new business, cross sell, and margin improvements.

White Paper 52

White Paper Customer Experience Sports Leadership 52

SAP Customer Experience

NOVEMBER 23, 2021

The need to grow employees’ skills was already there. But the need to have that done remotely is more in demand now than ever.

Culture 61

Culture Customer Experience Customers 61

Clarivate

NOVEMBER 23, 2021

Learnings from bringing clinical trial management in-house, and how to modernize your approach to patient-first trials with advanced data science, real-world data and other patient intelligence. One of the biggest challenges for the pharmaceutical industry is the efficiency of the product cycle for creating new medicines. A great determining step in that process is the successful execution of clinical trials.

Healthcare 52

Healthcare Definition ROI Engagement 52

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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.

Information

MyCustomer

NOVEMBER 23, 2021

Engagement Roundtable: How to respond to the CX megatrends.

Customer Experience 52

Customer Experience Engagement Customers 52

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to be true. It’s the department-spanning nature of customer experience that is precisely why governance is so important to innovation.

Government 29

Government Innovation Customer Experience Consulting 29

SmartKarrot

NOVEMBER 23, 2021

Role: Director of Customer Success Location: San Francisco Bay Area, US (On-site) Organization: Gorgias As a Director of Customer Success, you will create and execute scalable strategies to improve customer engagement, CSAT, product usage, and retention. Own your team’s metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews.

Customer Success 19

Customer Success Metrics Customers Sales 19

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. In fact, to some, creating a governance process might sound limiting or even stifling. But as a customer experience consultant, I’ve found the opposite to … Continue reading → The post Good Governance Boosts Customer Experience Innovation appeared first on Brad Cleveland.

Government 26

Government Innovation Customer Experience Consulting 26

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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