Beyond Philosophy
JANUARY 10, 2020
If I asked you for $100, what would you say? My guess is no. You probably have a rule against giving people money just because they asked you. But what if I asked you for $1? Most of us would probably be okay with that. Sure, it’s still giving money, but it’s only $1, and that isn’t the same thing. However, by saying yes to giving me $1, you broke your rule about giving people money just because they asked you.
ShepHyken
JANUARY 10, 2020
This week we feature an article by David Meerman Scott who has written a new book, Fanocracy: Turning Fans into Customers and Customers into Fans about turning customers into customers and customers into fans. He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Do you believe statements like “Your call is important to us” or “Due to higher than expected call volume, your wait time is longer than normal”?
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Team Support
JANUARY 10, 2020
The new year is here and with it comes our annual list of key customer service trends! Our 2019 trends article was a huge hit, so here’s what is set to make an impact in 2020…. 1) Innovative technology will empower service teams (not replace them). It seems like more companies think that their B2B (business-to-business) customers want a streamlined and automated customer service experience.
ClientSuccess
JANUARY 10, 2020
When it comes to dealing with customers, there are some situations that can be a little overwhelming for both a customer success manager and the customer in question. For many, onboarding is one of those situations. From the customer side, onboarding typically involves hours or even days of training, meeting new team members, and trying to figure out why a leadership team even invested in a new solution to begin with. .
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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.
CSM Magazine
JANUARY 10, 2020
Kristina Evey looks at ways to identify opportunities that would add more value to your existing processes or systems. I recently had a conversation with a business leader stating he was overwhelmed with too many “shiny objects” and that since his sales were steadily increasing, he knew things were “good,” but didn’t know where to focus to “be better than good.”.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Advantage Communications
JANUARY 10, 2020
Advantage Communications Inc. (ACI) is pleased to announce that it has expanded its global presence, as well as strengthened its position as a challenger to the conventional outsourced contact center industry, with the acquisition of leading Mexican call center, First Kontact. The acquisition will see ACI - which provides a world class customer experience (CX) as well as innovative contact center technologies to its client’s customers - expand outside of Canada and the Caribbean, extending its c
Think Customers
JANUARY 10, 2020
Increasingly, customers expect personalized experiences as a standard of service. But as consumers, we all know that the quality of personalized experiences is not equal. As customer expectations rise, the margin for error is rapidly shrinking. It’s time for brands to step up their personalization strategies. Here’s what brands can do to get personalized experiences right in a rapidly shifting customer experience landscape.
ChurnZero
JANUARY 10, 2020
As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020. For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organizatio
Oracle
JANUARY 10, 2020
The concept of taxation is as old as human society. Yet this practice hasn’t always evolved to meet our modern expectations. Taxation is a notoriously inconvenient process, and citizens don’t always understand its benefit. Take Kenya, for example, where 97 out 100 citizens own mobile phones that they use for mobile services like banking.
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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
NICE inContact
JANUARY 10, 2020
In this video, the next in our series on Transforming Customer Experiences, Glen Remy, Sr. Product Marketing Manager, discusses call center agent costs and how technology can be used to manage and mitigate these costs.
GetFeedback
JANUARY 10, 2020
Find samples of feedback forms for your customers that will help you get more responses and more useful feedback to improve your business.
Qualtrics
JANUARY 10, 2020
Technology is an integral part of life, and for location-based businesses like shops, or restaurants it can play an important part in bringing the digital and physical worlds together. Here’s 6 technologies bridging the gaps and helping deliver better customer experiences. 1. Augmented Reality (AR). Although some see it as just a gimmick or fun attraction, AR has some exciting and meaningful applications for retail and leisure.
GetFeedback
JANUARY 10, 2020
Hier finden Sie beispielhaft Feedback-Formulare für Ihre Kunden, mit denen Sie mehr Beantwortungen und nützlicheres Feedback erhalten – wovon Ihr Geschäft profitiert.
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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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Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
Gold Research
JANUARY 10, 2020
With the 2019 retail season just closing, our New Year’s wish for 2020 is that retailers take the time to focus on the emotional journey that shoppers take and deliver an experience that makes the shopping trip productive, eventful and referral-worthy. Unfortunately, many retailers have just ended a struggle with seasonal promotions, lack of trained staff and severe price competition which created the “fog of war”.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
kommunicate
JANUARY 10, 2020
Whether you are a small business or big enterprise, customers need prompt support. The first thing that comes to our mind is live chat. Given that the world is going mobile-first, it is important to have live chat implemented properly on your mobile website and apps as well. In this simple tutorial, we will learn [.]. The post How to Add Live Chat in Android Apps appeared first on Kommunicate Blog.
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.
Kerry Bodine
JANUARY 10, 2020
I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.
ProProfs Chat
JANUARY 10, 2020
As a support agent, you need to be on your top game when dealing with customer issues. . You can’t lose your temper. . You can’t be agitated if your customers don’t understand the solution you propose. You need to be totally honest, calm, and polite when dealing with customers. . But, what if you don’t have a clue as to whether the customer contacted with a similar issue before?
Kustomer
JANUARY 10, 2020
Have you ever ended a call with a customer service agent thinking that you’d never want to go through such a horrible experience again? You probably shared your experiences with friends and family, or went so far as posting your negative thoughts across social media. One angry consumer not only means a lost customer, but could also mean a hit to your brand or a PR nightmare.
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