Experience Investigators by 360Connext
MARCH 30, 2021
Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. I’ve adapted the talk for you into the article that follows.
TechSee
MARCH 30, 2021
Your business needs to generate more revenue. You turn to the sales team. Or do you? New thinking is pointing to another area of focus for boosting sales: Customer Service. Contact center agents and field service technicians are probably the best placed salespeople within the organization. Through regular contact with customers, they are positioned to build the kind of valuable relationships that can more easily drive revenue through upsells, like extended warranties, service contracts, or repla
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Inbenta
MARCH 30, 2021
Additionally, Covid-19 has further altered consumer habits. During lockdowns, workers have been unable to access their workplaces and many services have been disrupted or forced to accelerate their digital transformation strategies to keep up with market demands. Organizations are choosing to use innovative technologies like Artificial Intelligence (AI) to automate their customer services to complete, improve and personalize end-to-end customer interactions and deliver the best possible customer
Kustomer
MARCH 30, 2021
Are you someone who likes to get the most out of their CRM? Are you someone who likes to learn new things? Well, we have great news for you! Based on customer feedback, we have created a team dedicated to learning and training to help our customers get the most value out of Kustomer and deliver best-in-class customer experiences. Today, we’re excited to announce the launch of our brand new learning management system, Kustomer University.
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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.
ShepHyken
MARCH 30, 2021
The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. They discuss tips on how to achieve 5-Star ratings from the hospitality perspective. Top Takeaways: While it is an age-old adage that word of mouth is the most powerful advertising, many companies have not yet embraced this wonderful opportunity.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Totango
MARCH 30, 2021
If you were presented with the opportunity to double or triple the size of your business virtually overnight, what would you say? For most people, the answer would be a swift “yes, please!” But what about all of the growing pains that come along with that expansion? For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires?
One Millimeter Mindset
MARCH 30, 2021
Are you a strong advocate for your own professional cause? Or do you place your professional fate in the hands of others to recognize your significance? In working with professionals like you and speaking to audiences, I hear much concern expressed about how pandemic isolation plays out in post-pandemic career trajectories. As you and I enter the “vaccination” phase of the post-pandemic era, news sources herald that at least 1 in 4 professionals are seeking new roles, with different employers.
ChurnZero
MARCH 30, 2021
As we are always on the lookout for new and interesting Customer Success resources, we thought we’d do a roundup of our favorite Customer Success infographics. . Check them out to learn and get inspired by these visual resources. . 1). Why Customer Success Matters. Topic: Learn about the importance of implementing a Customer Success program. Author: HubSpot Snapshot: . ( Click here to view full image. ). . 2.
CSM Magazine
MARCH 30, 2021
Nearly three-quarters of contact centres that moved to the cloud did so during the pandemic. Here’s what they’re expecting next. . Calabrio study shows that the pandemic-driven cloud migration is generating unexpected value and reveals insight into strategic trends and opportunities for cloud-based contact centres. Calabrio , the customer experience intelligence company, uncovered new data regarding contact centres that shifted operations to the cloud during the pandemic.
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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
delighted
MARCH 30, 2021
It’s no secret that brand loyalty is important for a company’s recurring revenue. But, with customers less loyal to brands due to the abundance of options that exist in the marketplace, customer engagement is now often seen as a business need , rather than a nice-to-have. Let’s take a look at the theme of customer engagement and discuss how architecting meaningful interactions with your audience can exponentially set you apart from the competition.
Feedbackly
MARCH 30, 2021
Emotions have been taking over marketing and the position to be the main driver of our purchase behavior during the past decade rapidly.
Think Customers
MARCH 30, 2021
The growing remote work culture has business leaders looking for the best talent not only in their locality but across continents. The rise of the open talent economy , remote work, and globalization has leveled the playing field: now you must decide which outsourcing option is right for you. What is onshoring? We begin right at home. Onshoring is when an organization outsources services and functions from within its own country.
Comm100
MARCH 30, 2021
Consumers around the world are becoming more aware of how their personal data is used online, and more concerned too. Nearly three-quarters (72%) of Americans say they are ‘very concerned’ to ‘extremely concerned’ about their online privacy. What this boils down to is a lack of trust, and this can cause big problems for brands of every size. Emotions dictate a customer’s choice.
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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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Oracle
MARCH 30, 2021
Asking for a friend: how many hours do you spend daily on social media browsing through LinkedIn, Instagram, Twitter, Facebook, YouTube, and dare I say it, TikTok and Clubhouse? It’s no secret how social media has exploded, and we spend endless hours in the digital world consuming content on these channels. Like you and me, our prospects and customers are also on these channels; 72% of buyers use social media to research solutions before making a purchase.
Maru Group
MARCH 30, 2021
By Lesley Sloggett, Research Director, Consumer Goods & Services & Liz Miller, Vice President, Business Development | March 30, 2021. What do you call a 24–40-year-old with household income of over six figures, yet still lives on the financial edge? A HENRY – a High Earner who is Not Rich Yet. Where HENRYs typically have expensive spending habits, they are bogged down by debt (>$50,000+) and/or don’t have a large nest egg of savings (less than the amount of three months’ salary avail
Magellan Solutions
MARCH 30, 2021
What Are The Best Call Center Outsourcing Companies in USA For Your Business? There are a lot of companies outside the country that offer call center services. However, it is hard to look for call center outsourcing companies in USA. It is because of the high labor fee in local call center agents. The estimated cost in outsourcing in a US company is $22 – $35.
MyCustomer
MARCH 30, 2021
CLooking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job. 30th Mar 2021. By Neil Davey Managing editor.
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.
Forrester's Customer Insights
MARCH 30, 2021
Are you investing your design efforts in the right place? Are you wondering if your company is really designing in ways that attract and create more loyal customers? Have you ever felt like you were wasting time on some projects while neglecting important experiences? Many leaders ask themselves these questions — about whether they’re designing the right things and putting their energy into the right mix of design projects.
Brad Cleveland Blog
MARCH 30, 2021
Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support an intrinsically motivated culture. If you’re considering a team-based reward incentive initiative, this video has some important recommendations.
Qualtrics
MARCH 30, 2021
Embedding DEI across the organization drives better outcomes for all. But too often, DEI initiatives become siloed without creating impact. Here’s how to stay on track and create lasting change. Discover the Korn Ferry DE&I Compass, powered by Qualtrics XM. Diverse, equitable and inclusive organizations outperform their peers where it matters most – against metrics like growth, time-to-market, profitability and innovation.
Brad Cleveland Blog
MARCH 30, 2021
Successful leaders put their efforts into creating an environment in which their team members’ intrinsic motivators can flourish. However, rewards and incentives, which are extrinsic motivators, can be effective, and a fun supplement to your efforts to create and support … Continue reading → The post Motivating Your Team: The Role of Rewards and Incentives appeared first on Brad Cleveland.
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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.
Zeisler Consulting
MARCH 30, 2021
Where a CX function is located within a company is a frequent discussion topic among CXers. I’ve been thinking about this recently and, while obviously each company is unique and every situation different, it occurs to me that where a CX function resides isn’t nearly as important as is what it’s chartered to do. But if I could get all Simon Sinek-y here, naturally the greater question still, is the Why.
Conversocial
MARCH 30, 2021
A term many may not have come across is m-commerce, or mobile e-commerce. Today, most people’s smartphones are essentially an extension of their hands. On average, we spend around 3 hrs 15 minutes a day using them. So, it’s no surprise that Business Insider is forecasting in the US m-commerce will account for $488bn, or 44% of online sales by 2024. With Apple boasting more than 1.5bn monthly active devices on iOS, Apple Business Chat (ABC) is perfectly placed for brands to capitalize on the incr
Vanilla Forums
MARCH 30, 2021
You already know that communities generate value. What you, and many others, may struggle to understand is: How do you create committed communities, where members participate thoughtfully? This question gets to the root problem that many communities face. They may have tens of thousands of members but be filled with toxic or meaningless behavior. Or they may be filled with one-sided interactions, where your organization broadcasts information and you feel like you're talking to yourselves (becau
SmartKarrot
MARCH 30, 2021
As we are on the verge, grappling with the newer changes surfacing our lives, we are looking forward to faster recovery, especially from the COVID phase. Now that we are expecting normalcy to come sooner than later, focusing on the customer experience segment is the need of the hour. Therefore, here we discuss the top 10 Customer Experience Challenges and how best to tackle them in these testing times.
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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.
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