Heart of the Customer

FEBRUARY 5, 2021

One of the most critical findings from our 100+ interviews with CX pros over the course of 2020 was the importance of selecting one emotional outcome for your experience and using it as a design target. This is because emotions are the heart of your customer experience. But for some reason, few programs deliberately measure […]. The post Learn From West Elm’s Missed Opportunity appeared first on Heart of the Customer.

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Daniel Group

FEBRUARY 5, 2021

Butler Ag Equipment. Lynn Daniel, CEO, The Daniel Group, interviews Jodi Phillips, Marketing Manager, Butler Ag Equipment. They discuss how Butler “realized years ago it isn’t just about the scores in those surveys, it’s about how we’re treating customers. And that obviously affects every piece and portion of our business. So, over the last few years, customer experience has taken more of a front seat with Butler. ” Transcript.

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ShepHyken

FEBRUARY 5, 2021

This week we feature an article from Skylar Ross, contributor at Raincatcher. He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

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Totango

FEBRUARY 5, 2021

Our increasingly customer-centric economy has established Customer Success as critical to every business’s overall strategy. Any CS team member knows that happy customers make for a thriving enterprise, but the same cannot always be said for C-level executives or your board of directors. Demonstrating the value of Customer Success to executives is crucial.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

ppt solutions

FEBRUARY 5, 2021

TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of. The post PPT Solutions Wins Stevie Awards® for Call Center Consulting Practice of the Year and Customer Service Solutions Technology Partner of the Year appeared first o

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Kustomer

FEBRUARY 5, 2021

2020 likely changed the CX industry for good, and there may be nothing more ill-advised than to ignore the lessons learned during the past year. The twists and turns were endless, but the holiday season presented a whole new set of challenges. What is already a stressful time of year, was now uncharted territory. In an effort to understand more thoroughly how retail and e-commerce CX organizations were impacted during the 2020 holiday season, and how the customer service landscape has shifted co

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SaleMove

FEBRUARY 5, 2021

When the pandemic hit, many financial institutions closed branches and told their employees to work from home. In effect, this social distancing accelerated a trend that was already underway—the expansion of digital interactions between organizations and their members and customers. Even “digitally reluctant” people had to shift from the physical to the digital world.

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CSM Magazine

FEBRUARY 5, 2021

Making a new small business venture successful is challenging. The world of small business is packed with competition, and business owners have to work hard to keep their venture on top. Creating a competitive edge requires time and research. And one of the best ways to improve your bottom line is by providing customers with a higher level of service.

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SaleMove

FEBRUARY 5, 2021

When the pandemic hit, many financial institutions closed branches and told their employees to work from home. In effect, this social distancing accelerated a trend that was already underway—the expansion of digital interactions between organizations and their members and customers. Even “digitally reluctant” people had to shift from the physical to the digital world.

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Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Published on: February 05, 2021. Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service.

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CSM Magazine

FEBRUARY 5, 2021

For many years, companies have operated their customer service as a reactive program. In other words, post-sale customer service was designed to wait for a problem to arise, then react. Today’s companies are shifting to a proactive customer service model. After all, it’s better to prevent negative scenarios whenever possible. Here are six tips for shifting to a proactive customer service model to improve customer loyalty.

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Strikedeck

FEBRUARY 5, 2021

Vincent Manlapaz, in an interview with Ashna Patel talks about how CS has made considerable progress in her career and how this solidifies her inner desire to help customers succeed even more. The post Making an Impact During These Unprecedented Times first appeared on Strikedeck | Customer Success Platform.

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CSM Magazine

FEBRUARY 5, 2021

BigChange , the leading mobile workforce management technology company for the service and transport sectors, today announced that Great Hill Partners, the growth-oriented private equity firm behind Wayfair, ZoomInfo and Reward Gateway, has invested significant capital to drive further growth and innovation. . BigChange’s management team, led by founder and CEO Martin Port, will retain a significant minority stake in the company, which is now valued at £100 million.

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

Uplight

FEBRUARY 5, 2021

Uplight’s quantitative customer survey, conducted last year, found that customers of all segments craved more personalization. And our follow-up focus groups reinforced this idea. Here are a few quotes from customer participants about their utility customer experience. It’s been email overload about COVID-19. They’ve gone out of their way to let everyone know that they Read More.

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MyCustomer

FEBRUARY 5, 2021

Loyalty Bust these 3 barriers - or fail to drive CX change.

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Magellan Solutions

FEBRUARY 5, 2021

How do b2b and b2c lead generation strategies differ? Lead generation is among the most misunderstood marketing principles on the web. This, in turn, leads to a whole lot of wasted marketing dollars and wasted time. When generating leads, you have to know the type of customer you target matters. Customers are made up of your industry and brand. Marketing firms that deal with other businesses capture leads in different ways. .

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Forrester's Customer Insights

FEBRUARY 5, 2021

First, before you all jump to making comments: I have absolutely zero doubt that Amazon will retain its dominant foothold in retail and digital long after I type the last period of this post. But this post is about the culture and operating philosophy of the company – and the real question of “Can Amazon […].

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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.

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Magellan Solutions

FEBRUARY 5, 2021

The Stance of BPO in the Philippines. As a BPO service provider, Magellan Solutions understand that one must be on top of innovation. We are aware that we must seek continual growth with our agents along with our business partners to stay relevant. Employees are being required to meet the expectation of learning new skills to be on the same level as the global market.

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Knowmax

FEBRUARY 5, 2021

CX roadblocks: customers, contact center agents, and its healing hermit.

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Magellan Solutions

FEBRUARY 5, 2021

BPO Philippines such as call center is a vibrant business sector. Philippine call center industry is the top contributor in the economy. It contributed $26-Billion in the country’s GDP in 2019 alone. This sector employs 1.3 million over 1000 firms. This shows that the vibrant Philippines BPO industry is striving. Despite the ill effects of the COVID-19 since 2020.

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Qualtrics

FEBRUARY 5, 2021

Qualtrics has been awarded two silver awards in customer service by the Stevie® Awards. The Qualtrics customer service team was recognized for ‘Best Use of Technology’ for its innovative support portal, which drove a 40% rise in accurately assigned tickets; and for ‘Innovation in Customer Service’ with the XM Community, which, since launch, has driven a 10X improvement in feature request satisfaction.

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Centercode

FEBRUARY 5, 2021

With consumers adopting more and more smart tech, the everyday spaces of your customers has become an interoperability minefield. The key to navigating that minefield without a performance blowup? Tapping into an aspect of growing importance within the realm of beta testing: technographics. Today we’re talking technographics — what they are, why they matter, who they benefit, and how using them improves your testing efficiency and product performance.

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Qualtrics

FEBRUARY 5, 2021

IT leaders are uniquely positioned to partner with their HR teams and really move the needle on DEI programs. Here’s how. Over the last decade, we have seen how critical high function technology teams are to the success of an organization. IT leaders across the globe are discovering that diversity, equity, and inclusion are the key to unlocking innovation in their teams, but they have the potential to play a much greater – and unique – role to ensure the whole organization benefits from these at

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SmartKarrot

FEBRUARY 5, 2021

Role: Vice President of Customer Success Location: Remote, Boston, MA, US Organization: Reprise As a Vice President of Customer Success, you will be responsible for designing and implementing a best-in-class customer success function. Reprise looking for someone that’s excited about figuring out the details and getting in the weeds with customers while Reprise brings this function to life.

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Talkdesk

FEBRUARY 5, 2021

5 key themes from retail’s virtual “Big Show”. Just as COVID-19 has transformed the global retail industry and forced millions of shoppers online , so too has the pandemic disrupted the industry’s flagship event. The National Retail Federation’s (NRF) “Retail Big Show” is traditionally held each January at the Javits Center in New York City, but this year, fittingly, has been split into separate digital and brick-and-mortar chapters.

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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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