SmartKarrot

MARCH 3, 2021

Losing your customers to your customers is no fun in any way. Be it the paucity of customer service skills, high price, or unavailability of favorite products – loss is a loss. A recent study states that US businesses lose about $62 billion every year due to inadequate customer service skills. On that note, promoting strong customer success emotional intelligence might keep you from these concerning numbers.

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Customer Success Management Fashion Customers 10

ShepHyken

MARCH 3, 2021

It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. I reflected on what I love about travel, and even some of what I don’t love. Falling into the latter category of what I don’t love is checking luggage. I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage.

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Airlines Travel Customer Service Training Information 145

The DiJulius Group

MARCH 3, 2021

5 Quick Tips to Help you Make Price Irrelevant 1) Customer Service Feature Story One thing for sure, when customer service rankings come out, if you want to see where lawyers, doctors, or accountants fall, keep scrolling and scrolling and scrolling. You will find them with the Bureau of Motor Vehicles, internet providers, and airlines. Read Full Article.

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Airlines Article Customer Service Customers 105

Team Support

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The first way to do so is to ensure product adoption and use. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

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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

Daniel Group

MARCH 3, 2021

Are you ready to give customers what they want from you? This blog is the first of a four-part series that focuses on this question. Throughout the series, we will explore the importance of the following topics: Make CX Easy. Here at The Daniel Group, we pride ourselves on supporting our clients in making CX as easy as possible. We do this by gathering information by surveying our clients’ customers.

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Net Promoter Score NPS B2B Feedback 126

CSM Magazine

MARCH 3, 2021

Vivantio , a leading provider of customer service optimization software and solutions, has launched a new report, “ Leveraging Breakthrough Service to Transform Your B2B Enterprise.”. The report identifies the distinct benefits of centralizing customer service and offers B2B business owners a detailed process for implementing it at their organization, inclusive of proven strategies for overcoming common challenges.

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B2B Roadmap 2003 Competitive Advantage 105

Talkdesk

MARCH 3, 2021

As revealed in a new report by Talkdesk ResearchTM, heightened patient expectations are forcing the hand for providers on a global scale. Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries.

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Healthcare Contact Center Call Center Download 66

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. It seems in any given group of friends there are a number of casual experts. Maybe one is really into movies or music. Or, perhaps, there’s a “foodie” in the group. Since we don’t have direct access to lots of experts, those people in our lives tend to be who we consult if we’re curious about that topic.

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Reference E Commerce Feedback NPS 83

Myra Golden

MARCH 3, 2021

Chat support is not supposed to be rote like an ATM transaction. The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. One. Use “I,” We,” “You,” “Your” personal pronouns because they instantly make the tone unique.

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Interaction Connections Communication Customer Service 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

CSM Magazine

MARCH 3, 2021

VeriCall today announces that it has been recognized as the Best in the World with two GLOBAL GOLD awards at the 15 th Top Ranking Performers Awards from Contact Center World for ‘Best Contact Centre (Outsourced)’ and ‘Best In Customer Service’. . The 2020 Awards, which were given out on Feb 25th at an international online event, attracted more than 2000 entries from over 70 nations.

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NICE inContact

MARCH 3, 2021

Each year, NICE inContact surveys both consumers and businesses to understand trends in consumer behavior and expectations as well as understand priorities, strategies and technology adoption forecasts from businesses. The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.

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Contact Center 2021 Roadmap Consumers 71

SMG CX

MARCH 3, 2021

While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.

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Touchpoint Customer Experience Feedback Brands 52

Ecrion

MARCH 3, 2021

Reactive vs. Preemptive Adaptation | Adaptability in Customer Communications |. Future-Proof Adaptability in Business | Stay Ahead of the Curve with CCM. There’s a reason everyone goes for “agile” these days. Technological innovation requires us to be light on our feet. Though most leaders spend their energy trying to anticipate patterns of future innovation and transformation, companies should stop fretting about what comes next and focus more on adapting to whatever comes next.

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Communication Document Customer Journey Mapping Innovation 52

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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

Oracle

MARCH 3, 2021

For more than a decade, the Markie Awards have applauded customer achievements. Each year, the judges receive hundreds of submissions worldwide for a small number of awards. We’re proud to continue to spotlight your achievements and creativity this year with the 15th annual Markie Awards! This year consists of 14 categories to highlight achievements spanning the breadth of customer experience (CX) in advertising, marketing, commerce, sales, and service.

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Advertising 2021 2020 Social Media 75

MyCustomer

MARCH 3, 2021

Engagement It's time to change how we talk about CX.

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Engagement 103

Magellan Solutions

MARCH 3, 2021

Outsourcing Philippines is up and ready to face the changing global BPO landscape. The Philippines is a key player in the BPO global arena. Decades ago the country only offered low skilled voice supports. Now it booms into an industry player that offers a variety of services to its global clients. All these within the span of 30 years. No wonder outsourcing Philippines offers its services across all industries.

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Telecommunications Call Center Healthcare 2021 52

Playvox

MARCH 3, 2021

It’s not easy being a call center agent these days.

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Contact Center 2021 Call Center Customer Service 89

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

Feedbackly

MARCH 3, 2021

Measuring customer experience is more popular than ever and not without a reason. In the quick pace of technological development, only a very few. Source.

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Measurement Webinar Technology Customer Experience 52

MyCustomer

MARCH 3, 2021

WGlobal feedback company Netigate has conducted a survey into the future of customer experience. The resulting report details findings into. 4th Mar 2021. By Natasha Ellis-Knight.

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2021 Feedback Customer Experience Customers 48

COPC

MARCH 3, 2021

WINTER PARK, Fla. — (March 3, 2021) — COPC Inc. , a global consulting, certification, research and training firm that has set the standard for customer experience (CX) operations for 25 years, is pleased to announce the launch of a new CX leadership program designed to bring recognition to organizations that have proven their technology supports compliance to the highest industry standard.

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Technology 2021 Consulting Leadership 40

GetFeedback

MARCH 3, 2021

Positive customer relationships are crucial to the success of your company. Here's why.

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Customer Relationships Customers Article 195

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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

ReviewTrackers

MARCH 3, 2021

Is your business or brand well-known online? How do people look at and feel about you, and what do they think about when they come across your products or services online? What kind of content appears on search engine results pages, review sites and social networks whenever your business or brand name is being searched? Is the content positive, neutral, or negative?

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Metrics Measurement Social Media Brands 123

Gainsight

MARCH 3, 2021

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited my longtime friend and Gainsight advocate Dave Kellogg to join the happy hour.

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2021 ROI Metrics Customer Success 116

dscout People Nerds

MARCH 3, 2021

Solo-UXRs are often tasked with filling research gaps while building an orgs research acumen. Dave Chen from Flipp has suggestions for growing our volume of research, alongside our company’s research maturity. .

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The DiJulius Group

MARCH 3, 2021

The DiJulius Group’s Chief Revolution Officer John DiJulius interviews Stan Slap, renowned thought leader in company culture. Stan’s books on business culture have landed on the bestseller list of The New York Times, The Wall Street Journal, and USA Today. He is the CEO of the international consulting company called, by a remarkable coincidence, SLAP.

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Culture Books Consulting Article 98

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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