Hello Customer
AUGUST 17, 2020
Ah, the IT team. It’s fair to say: they’re not everyone’s best friends. Known for often slowing down buying processes or keeping the security protocols very tight, some CX professionals see them as the necessary evil they need to deal with on a daily basis. However. When we look at what makes a great customer experience, it’s often the background processes that make the difference.
ShepHyken
AUGUST 17, 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. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. (Forbes) In its report, “Digital, Resilient, and Experience-Driven,” the global economic consultancy and thought leadership firm found that 53% of top performers
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Zeisler Consulting
AUGUST 17, 2020
This is part three of a four-part series of posts about the components of a world-class CX function. I began last week with an overview of the structure. Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX.
NetBase
AUGUST 17, 2020
Is your brand on track to best the competition as we round out 2020? Many marketers are relying on advanced social media analytics intel combined with powerful social media listening capabilities to inform strategy. How does that look exactly? We’ve uncovered that and more in our 2020 Global Social Media Market Survey report. Global Marketers Share Social Media Analytics Understanding.
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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.
Magellan Solutions
AUGUST 17, 2020
Staying on top is a bit difficult in this digital age as the competition is increasing and becoming more intense. With all the advertisements people see on the internet every day, customers can easily jump from your brand to another if you don’t have strong customer retention strategies. . To make your business thrive, you need to take care of one of the most important assets — your customers.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Magellan Solutions
AUGUST 17, 2020
These days outsourcing healthcare call center services is a necessity. It’s the bare minimum for patients who expect healthcare providers to be efficient and attentive. It isn’t only limited to direct patient interactions. It also covers the usual initial touchpoint of most hospital visits — communication via phone call. However, managing calls also presents a challenge, especially in the increasing demand for telehealth and telemedicine services.
Hello Customer
AUGUST 17, 2020
Ah, the IT team. It’s fair to say: they’re not everyone’s best friends. Known for often slowing down buying processes or keeping the security protocols very tight, some CX professionals see them as the necessary evil they need to deal with on a daily basis. However. When we look at what makes a great customer experience, it’s often the background processes that make the difference.
Magellan Solutions
AUGUST 17, 2020
Technological advances gave way to the proliferation of new modes of communication. For businesses, these new channels mean new ways to respond to customers and improve customer relationships. Among these new mediums of customer communication, customer service and customer support emails have become one of the most popular. What is email customer service?
Topdown
AUGUST 17, 2020
A number of similar-sounding terms are currently being bandied about in the tech industry. To make matters worse, what were once distinct dividing lines defining content-oriented technologies, these boundaries have now become fuzzy. Let’s pause a moment and take a look at the similarities and key differences. You’ll come to have a better understanding of the relationship between customer communication management (CCM) and the customer experience (CX).
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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
Magellan Solutions
AUGUST 17, 2020
A call center is crucial to the success of any business. The performance of your call center can make or break your relationship with customers. In turn, it also greatly affects the profitability of your business. So, whether you take calls in-house or outsource a call center service provider, you need to know how to do it best. . The business process outsourcing (BPO) industry is vast, and it is still growing.
inmoment
AUGUST 17, 2020
It’s not uncommon for organizations to consider customer experience (CX) programs a nicety—something powerful, no doubt, but also just a luxury instead of an essential component of business success. This attitude prevails even as today’s marketplaces become more competitive and the COVID-19 pandemic changes customer wants and needs faster than many brands can keep pace with.
Team Support
AUGUST 17, 2020
On August 13, 2020, co-founder and CEO, Robert C. Johnson, handed the reigns to Pete Khanna as the company’s new CEO. We sat down with Pete to welcome him to TeamSupport, get to know him a little better, and learn about his vision for the next chapter in our story. Here’s what we found out. TS: Pete, let’s start with having you tell us about yourself, both your professional background and some personal tidbits.
Influitive
AUGUST 17, 2020
In the most recent installment of our customer success webinar series, I had the opportunity to chat with the two rockstars behind Marketo Engage’s award-winning customer advocacy program: Kevin Lau, Global Head of Customer Advocacy, and Will Harmon, Customer Marketing Manager. Purple Select, part of Marketo Engage’s portfolio of advocacy programs, nabbed the 2019 BAMMIE […].
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MyCustomer
AUGUST 17, 2020
Engagement Virtual roundtable: Preparing for the future of CX.
Optimove
AUGUST 17, 2020
Deliverability is a crucial issue for all brands. Making sure that your emails land in your customers’ inbox could make or break your CRM efforts. And with all the bloodsucking work that marketing departments put forth in creating top-notch mailers, there’s nothing more disappointing than finding out that your customers didn’t receive them. That’s where Optimove comes into play.
Forrester's Customer Insights
AUGUST 17, 2020
Gong’s Latest Round Launches Revenue Intelligence Into CRM’s Orbit Gong announced $200 million in Series D funding, following its $65 million Series C round in December of last year. Its $2.2 billion valuation undeniably validates revenue intelligence as an important technology category that helps companies harness the power of data and insights across a range of revenue-generating […].
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.
MyCustomer
AUGUST 17, 2020
Engagement ON DEMAND: Virtual roundtable on the future of CX.
Forrester's Customer Insights
AUGUST 17, 2020
Since the start of the pandemic, customer service organizations are doubling down on their investments in knowledge management because these solutions: Empower customer service agents to deliver successful outcomes. One of the top three drivers of customer service success is agent knowledge. The early days of knowledge management focused on streamlining access to curated content. […].
Qualtrics
AUGUST 17, 2020
Originally published on HBR.org. Uncertainty breeds anxiety, and we are living in uncertain times. Between rising numbers of Covid-19 cases, questions about whether or not to reopen economies and businesses , the ongoing protests in the wake of George Floyd’s murder, and the economic fallout of the pandemic, we don’t know what will come next. And that’s taking a toll on our mental health , including at work.
Steve DiGioia
AUGUST 17, 2020
Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued. He lashes out at those around him and storms out of the meeting. It’s easy to dismiss John as “having a tantrum” or “acting childish”.
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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.
SmartKarrot
AUGUST 17, 2020
What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. It is a composite of every human or non-human way you encounter the brand and how those shape your perception of a business. Delivering a great customer experience paves the way for business success. Satisfied customers who promote your brand to their friends, family, and peers are invaluable.
Gainsight
AUGUST 17, 2020
2020 has been a time machine for all aspects of life. We’ve been catapulted forward in terms of e-commerce activity, food delivery, telemedicine, online education, and much more. In the Customer Success world, as one CS exec told me recently, it’s become clear that “this is our moment.” With new business sales slowing and clients needing more help than ever, Customer Success has proven to be existential in 2020.
SmartKarrot
AUGUST 17, 2020
Today’s businesses follow many types of revenue models. Perhaps the most common, oldest example is a one-off transaction in which a product is exchanged for currency. This takes place when you pop into a store to purchase a bottle of water. Other examples include leasing/renting, contractual, commission-based, and subscription-based (or recurring revenue) model.
DemandJump
AUGUST 17, 2020
Ahh, 2020. This is going to be quite the chapter in future history books. Now that I think about it, it probably needs its own book entirely. Even as people adapt to working from home or staying home all together, the marketing world does not stop turning. Marketing teams need to get clever, crafty, and think outside of the box to see returns and hit their goals.
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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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