Customer Bliss

AUGUST 28, 2020

Over the past few months, I’ve been hosting live interviews with a range of C-Suite leaders on my LinkedIn and Twitter. We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. I’ve also spoken to gurus, authors, and evangelists about the ways in which leaders can continue to guide their teams through the pandemic as customer behaviors continue t

Roadmap 323

Roadmap Customer Journey Mapping Leadership Measurement 323

Tricia Morris

AUGUST 28, 2020

Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to digital transformation initiatives. But doing nothing today is only driving costs even higher – to the tune of millions of dollars – as disconnected agents spend their time trying to get […].

Contact Center 143

Contact Center Technology Blog Customer Experience 143

BirdEye

AUGUST 28, 2020

“One thing I love about customers is that they are divinely discontent. Their expectations are never static- they go up. It’s human nature.”- Jeff Bezos. No matter how hard your team works to exceed customer expectations, the job is never done. It’s a constant work in progress. In this guide, we’ll discuss the 5 different types of customer expectations and how managers can put the right processes in place to ensure that they are constantly staying ahead of them.

Customer Expectations 98

Customer Expectations Omnichannel Automotive Culture 98

ShepHyken

AUGUST 28, 2020

This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He writes about the advantages of contactless transactions for both employees and retailers during the pandemic and beyond. The COVID-19 pandemic has introduced us all to the new world that is still adjusting to strict social distancing regulations and lockdown and quarantine periods.

Retail 121

Retail Customer Experience Technology Consumers 121

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Customers

Storyminers

AUGUST 28, 2020

Minimum Viable Product (MVP) is a popular term that speeds software products and other services through the design process. The concept’s essence is to release early so that potential users can participate in design through their early feedback. The more learning cycles of the development team and prospects go through together, the better the product, the better-tuned the features, and the faster the development.

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2016 Definition Measurement Customer Expectations 96

Talkdesk

AUGUST 28, 2020

The beginning of my story is no different than so many others. Back in my early 20s, I was navigating college for a Communications and Cultural Studies degree and needed extra cash to support myself. Working as a call center agent seemed like a good opportunity as the money was decent and allowed me to perform my job on a part-time schedule. The path was not easy for an ambitious and curious person such as myself.

Leadership 122

Leadership Customer Experience Call Center 2015 122

BirdEye

AUGUST 28, 2020

We’re proud to announce that BirdEye has been named the #1 market leader in the Live Chat category by FeaturedCustomers, above competitors like Drift and Intercom. This award comes less than two months after BirdEye was named the #1 company in online reputation by G2 for the tenth consecutive time and just a few weeks after BirdEye was named to the Inc. 5000 list of fastest-growing private companies.

Marketing 98

Marketing Social Media Connections Reference 98

SaleMove

AUGUST 28, 2020

What typically happens when a new prospective customer lands on your website? Attracting visitors on your web properties is only half the battle, but what happens next can make or break a relationship. Recent events have vastly accelerated digital banking projects and one observation from traditional banks and credit unions has been that even if the basics, like opening an account online, are in place – often , it still requires an in-person visit to a branch or picking up the phone to cal

Banking 63

Banking Social Media Customer Service Representative Reference 63

Totango

AUGUST 28, 2020

A lot goes into crafting the ideal onboarding process for SaaS products. You need to clearly demonstrate the ins and outs of your software to ensure your customers not only know how to use it, but how to employ it effectively in the pursuit of their enterprise’s unique needs and goals. At the same time, you need to minimize time to value (TTV) to ensure customers see the benefits of your product as soon as possible.

Customer Success 71

Customer Success Customer Centricity Customers Definition 71

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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

BirdEye

AUGUST 28, 2020

Issues that look glaringly obvious to a customer are often invisible to employees. The best businesses are able to find and solve these issues quickly. Their secret: customer feedback. In this guide, we’ll explore the following: Why customer feedback is so crucial How you can get started with a winning customer feedback process How you can identify and fix operations issues. 3 reasons why customer feedback is your competitive advantage.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Oracle

AUGUST 28, 2020

Often Imitated , a new CX podcast, will examine history’s most unique experiences and how these moments in time can teach us lessons about modern customer experiences. From Woodstock in 1969 to the creation of the first light bulb by Edison, the podcast will examine key historic experiences that “have been often intimidated but never duplicated.” What does it take to create truly remarkable experiences?

Social Media 76

Social Media 2020 Insights Information 76

NICE inContact

AUGUST 28, 2020

When COVID-19 first necessitated a work from anywhere approach, most contact centres were concerned with the basics: connecting remote contact centre agents to essential systems; redirecting customers to digital channels to lighten the load on contact centre agents; and trying to deliver a consistent experience under the circumstances.

Management 62

Management Connections Contact Center Call Center 62

SaleMove

AUGUST 28, 2020

What typically happens when a new prospective customer lands on your website? Attracting visitors on your web properties is only half the battle, but what happens next can make or break a relationship. Recent events have vastly accelerated digital banking projects and one observation from traditional banks and credit unions has been that even if […].

Banking 52

Banking Events Blog Customers 52

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Measurement

MyCustomer

AUGUST 28, 2020

Loyalty Is the focus on empathy spawning sociopaths?

Loyalty 90

Loyalty 90

Strikedeck

AUGUST 28, 2020

Shreesha talks about the essentials of customer retention during a pandemic.

Customer Retention 52

Customer Retention Customers Customer Engagement Customer Success 52

Talkdesk

AUGUST 28, 2020

The healthcare contact center has been impacted by COVID-19 more so than virtually any other industry. In the early days of the pandemic, organizations were caught in a difficult balancing act. Given the critical services that the sector provides, they had to ensure care continuity while also protecting their own employees from contagion. “Doctors and nurses are soldiers on the front line so business continuity was critical.

Contact Center 124

Contact Center Healthcare 2020 Technology 124

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. They know that their experience today won’t be the same as yesterday. That’s why customers have higher expectations from you. They want more personalization during their experience with your brand. “Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”.

Customer Expectations 105

Customer Expectations Net Promoter Score E-support Customers 105

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

Happy or Not

AUGUST 28, 2020

HappyOrNot has chosen HEXIS Graphics’ PUREZONE® adhesive film coating, which has passed the ISO standard for efficiency against coronaviruses, for its world-famous feedback management terminals HappyOrNot (www.happy-or-not.com), the world’s […]. The post HappyOrNot Feedback Terminals To Be Coated In Scientifically Proven Anti-COVID Protective Film appeared first on HappyOrNot.

Feedback 74

Feedback Management 74

kommunicate

AUGUST 28, 2020

Without any doubt, the future holds ample space for chatbots for marketing and sales. They make every process way more comfortable. People have been using chatbots for marketing and sales for quite some time now. But it’s not easy to use them. When not implemented the right way, they know to be intrusive, and the [.]. The post Mistakes to Avoid While Using Chatbots for Marketing and Sales appeared first on Kommunicate Blog.

Sales 52

Sales Marketing Blog 52

PK

AUGUST 28, 2020

Grab your popcorn—it’s time to review healthcare marketing videos on this month’s Friday Flyover. My colleague Dave Wieneke and I took a look at how four provider systems are using […]. The post Friday Flyover: Healthcare marketing videos appeared first on PK.

Healthcare 52

Healthcare Marketing Article 52

John Paul

AUGUST 28, 2020

Wendy, who has been with John Paul since 2014, talks to us about her daily life as a Travel Manager, the impact of Covid-19 on the travel industry, and what she likes most about her job! Hello Wendy! Can you explain your evolution at John Paul, and what you do now? I arrived here fresh out of university in 2014 from my hometown. I joined the Travel concierge team as a Junior Concierge (this was my first job) and then moved up over the years to become one of the team’s managers.

Travel 52

Travel Tourism Management 2014 52

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NetBase

AUGUST 28, 2020

The plant-based market is booming, and consumer intelligence is brands’ ticket to ride. Consumers attracted to the plant-based lifestyle have lots of questions that need answering. And savvy brands up to date on their consumer intelligence stand to reap rewards for their plant-based market innovations. We’ll explore what that looks like for brands with insight into: Consumers’ plant-based infatuation.

Consumers 52

Consumers Innovation Marketing 2026 52

Optimove

AUGUST 28, 2020

The post August 27, 2020 – Prioritizing campaigns and the debate that should not have been appeared first on Optimove.

2020 52

2020 52

SurveySparrow

AUGUST 28, 2020

When a customer signs up after paying for your product, their expectation increases. They are hoping to see value from your product as soon as possible which means they would want to get started with handling your product. Customer success teams should work on increasing the speed at which customers start using their products. What is customer onboarding?

Metrics 59

Metrics 2020 Touchpoint Measurement 59

Brandwatch CX

AUGUST 28, 2020

Travel 52

Travel 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