Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
ShepHyken
DECEMBER 28, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. (The Wise Marketer) The psychological impact of gifting, when created and delivered with specific design, has a powerful impact on customer behavior.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
DECEMBER 28, 2020
A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it. Later I learned that in Asia, standing up and answering a question in front of 100 people during a presentation was, from a cultural perspective, was considered rude.
ProProfs Chat
DECEMBER 28, 2020
“Your people keep directing me from one person to another.”. “I bought your product but it doesn’t deliver what it promised.”. “I haven’t heard a darn thing!”. If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future.
Advertisement
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.
Totango
DECEMBER 28, 2020
Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. It’s so important that Cisco has created an entire program around it and is requiring all Cisco Gold Partners to complete the Customer Experience (CX) Specialization Certification by March 2021. Not only will the certification help Cisco Partners gain a competitive edge in a world where quick time to value is imperative, but most importantly, the progr
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Lithium
DECEMBER 28, 2020
Editor’s note: Part one can be found here. Khoros Engage 2019 focused on innovative approaches to the biggest issues facing digital leaders today: solving the connection crisis, managing worst case viral scenarios, and of course: which color notebook will you take home? Chartreuse seemed to be especially popular. These issues require unique solutions (except for the notebook — you’ve just got to choose).
CSM Magazine
DECEMBER 28, 2020
Meeting new people is often a pleasant experience for many, as they get to learn something new from everyone they come across. But when you have to deal with people and their grievances every day as a part of your job, it doesn’t always feel pleasurable. This is exactly what customer service professionals have to do throughout their day. Customer service and support is such a demanding career mainly because not many customer calls are made to offer appreciation.
Lithium
DECEMBER 28, 2020
We are Khoros. Fifteen years ago our legacy companies, Spredfast and Lithium, both grew their roots in Austin, TX, and we’ve grown quite a bit since. Our city is world-famous for its live music and BBQ — but September 9 -11, digital leaders are taking over. Let us introduce you to Khoros Engage. Khoros Engage will bring together digital customer engagement professionals for three days of networking, keynotes, workshops, and, expanded due to popular demand — product training sessions.
Oracle
DECEMBER 28, 2020
The pandemic has “changed online shopping forever,” according to a United Nations study on its retail impact. One example is e-commerce sales rose by an average of 6% across online platforms from January to March 2020 compared to the same period in 2019. As companies continue to adapt to the changing commerce landscape consumers can expect important omnichannel advances in 2021.
Advertisement
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
Lithium
DECEMBER 28, 2020
“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? I wouldn’t fault you for thinking it was for the breakfast tacos; they are mighty good.
Happy or Not
DECEMBER 28, 2020
Heikki Väänänen | Founder, Exec. VP of Growth In my latest Forbes article, I reflect on how the global pandemic has changed businesses attitudes towards customer experience, and in […]. The post Forbes: How 2020 Has Shaped Customer Experience, and What Lies Ahead appeared first on HappyOrNot.
Lithium
DECEMBER 28, 2020
With Thanksgiving upon us, all of us at Khoros are grateful for our amazing customers and we find ourselves reflecting on the many valuable insights they shared at Khoros Engage events this year. We’re highlighting three of those insights below; if you missed Engage and want to know what it was all about, take a look at the IDC report. 1. Automation is here to support — not replace — care agents.
Maru Group
DECEMBER 28, 2020
The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’ We gathered a group of insights professionals from the financial services industry to discuss what is happening in this rapid-changing payments ecosystem.
Advertisement
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,
.png)
Lithium
DECEMBER 28, 2020
The first phase of social media—in which brands first showed up, oriented themselves, and dived in among ordinary citizens—is long gone. So too is the second phase, where brands shifted from focusing largely on the one-to-many relationships of traditional social media marketing toward more direct, one-to-one conversations with their customers (social and digital customer service).
Topdown
DECEMBER 28, 2020
We’ve all heard of the saying that “communication is key”. But what does that really mean, especially when it comes to business communications? Let’s take a look at how to measure the business impact of creating and sending customer communications.
Maru Group
DECEMBER 28, 2020
By Rosita Mathew, Vice President, Research, Financial Services | December 28, 2020 The payments landscape was undergoing a revolution as the world became increasingly digitized, and then the pandemic hit. While it is too early to fully understand the long-term effects of COVID-19, the entire payment industry must prepare for the impact of the ‘new normal’.
Lithium
DECEMBER 28, 2020
As you may know, Lithium recently joined forces with Spredfast. We’re excited to celebrate the merger at this year’s SmartSocial Summit , an industry conference focusing on the future of digital engagement. This year it’s happening on November 5-7 in Austin, Texas. The event is sold out, but you can still be a part of Summit by tuning into the live stream!
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.
TechSee
DECEMBER 28, 2020
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re
Lithium
DECEMBER 28, 2020
Interested in learning more about how Messaging is transforming digital care? Of course you are! I warmly welcome you to join us for a 30 minute webcast coming up on Thursday 11/29 at noon Central. I will be co-presenting alongside my friend and colleague. We’ll be sharing information on utilizing Messaging to engage with your customers, as well as a quick demo of Lithium’s Brand Messenger.
PK
DECEMBER 28, 2020
We find ourselves at the tipping point of another industrial revolution powered not by steam and coal but by digital transformation. Digital transformation has long been a topic of discussion […]. The post Upskilling reskilling: Accelerating digital transformation post-pandemic appeared first on PK.
Lithium
DECEMBER 28, 2020
A lot has happened since last year’s Spredfast SmartSocial and Lithium CX Live events —we’ve merged the people, products, and expertise of two leaders in digital customer engagement into one company: Khoros. Our customers are at the heart of this journey and we are so excited to offer you a new event series with even more value. Khoros Engage kicks off this year!
Advertisement
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.
DemandJump
DECEMBER 28, 2020
One of the age old marketing questions is, “Is social media a type of content marketing ?” The answer is unequivocally yes. In addition to the content that’s made specifically for social media channels, there’s also an immense distribution network for all of the rest of the content you produce, from blog posts to videos.
Doing CX Right
DECEMBER 28, 2020
Have you ever been excluded from meetings that you felt deserving to be in given the discussion topics? Have there. The post Five Ways To Experience Less FOMO, In And Out Of The Workplace appeared first on Doing CX Right.
DemandJump
DECEMBER 28, 2020
Connecting with new audiences on social media platforms isn’t new—but its effectiveness hasn’t been blunted over time. Anything but. Social media remains one of the best tools for connection between your business and audiences you never could access with traditional content marketing strategies.
SmartKarrot
DECEMBER 28, 2020
Role: Vice President of Customer Success Location: New York City Metropolitan Area, US Organization: Medmo As a Vice President of Customer Success, you will recruit and lead a 2-4 person team with the skills needed to deliver a best in class customer experience. Be an active client ambassador on the team, engaging with patients, providers, and imaging center staff on a daily basis.
Advertisement
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.
Expert insights. Personalized for you.
190 
Let's personalize your content