Interactions
JANUARY 28, 2021
A few years ago, Marie Kondo took the hearts of the world when she introduced her method to declutter and organize houses by “sparking joy”. This minimalist approach transformed people’s homes and lives and has since become a fresh way to look at everything in life: if it doesn’t spark joy, it doesn’t belong. . Let’s take a look at Marie Kondo’s method as it relates to the customer experience.
Customer Bliss
JANUARY 28, 2021
Today’s guest post is from Donald Hicks , a Silicon Valley tech executive, industry thought leader, consumer experience architect, and operations veteran whom I had the pleasure of interviewing recently. Donald was a guest on the live-streaming video version of my podcast ( click here to view it on LinkedIn ). Be sure to subscribe here to get this episode delivered straight to your inbox in a few weeks when it airs.
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One Millimeter Mindset
JANUARY 28, 2021
The first month of 2021 is nearly completed. I don’t know about you. However, to me, it felt like the month’s progress was a tug-of-war. What a stop-start entry into the new year. So let’s get going, shall we? Because you and I have lots of work to do this year. And even more to accomplish together. Our focus is change: you either are open to change or you just do not want to deal with it.
Zeisler Consulting
JANUARY 28, 2021
Dear Customer: Thank you for your recent feedback. We always enjoy taking the time to better understand where we fall short of expectations as it offers us the opportunity to do something we love to do: Improve how we serve our Customers. As such, your insights and thoughts are incredibly valuable to us.
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
ProProfs Chat
JANUARY 28, 2021
If you search the web, you’ll find valuable studies and statistics on customer satisfaction. Those can help you shed light on your own customers’ behavior and understand some of their needs or struggles. But what the studies don’t teach you is how to reach out to your customers and build a friendly relationship with them. They don’t teach you how to ask for testimonials without sounding unprofessional.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Integrity Solutions
JANUARY 28, 2021
It’s important to understand what it’s really going to cost you when you lose a sales rep — and what steps you can take to minimize your turnover rates. Every sales leader can relate to that pit-in-the-stomach feeling when a star sales rep says they’re moving on. There goes the talent, the institutional knowledge, the continuity of relationships, the momentum.
PeopleMetrics
JANUARY 28, 2021
PeopleMetrics Turns 20! 3 Business Lessons from Customer Experience Entrepreneur Sean McDade PhD. To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.
Pink Guava
JANUARY 28, 2021
Empathy breeds Innovation – Five Steps on HOW ? It’s a perfectly competitive world where a customer has endless choices for every single decision he/she takes including preferring or buying a product and service. In this attention-deficit world, it will not be wrong if we say that we as customers are spoilt with endless choices both for every need of ours.
Vanilla Forums
JANUARY 28, 2021
Humans are competitive. And since th e beginning of recorded time, our passion for creating and playing games has only grown. In fact, humanity’s inclination for games goes so far back that we’ve even evolved circuitry in our brains devoted specifically to playing them. But here’s the thing with games: while everybody loves playing them, only a select few can intelligently create and implement them.
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ChurnZero
JANUARY 28, 2021
2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes. Winning SaaS platforms included AppFolio, Canva, CallRail, ChurnZero, FullStory, Okta and Toast. “Borrowing from venture capitalist Marc Andreessen , ‘software continues to eat the
Natalie Petouhof
JANUARY 28, 2021
Tweet In this “new” world we are living in, the ability for an organization to treat their customers and employees with empathy has never been more important. I think pretty much everyone agrees on that. But where I see differences and perhaps what needs to be explored more is – “What does showing “empathy” mean and how does a brand deliver it?”. While there are many interpretations of the word empathy, in the context of being of service to your customers and employees, I’d like to offer what I
Optimove
JANUARY 28, 2021
Welcome to the second and final part of the Contextualizing realtime Customer Marketing mini-series! In the first part , we spoke about the following two best practices: Reactivating churned customers upon website visit. Incentivizing order completion with an abandoned cart sequence. Read on here to discover the next Best Practice – how to increase engagement with product-back-in-stock campaigns.
Centercode
JANUARY 28, 2021
When most people think of “beta test feedback,” they think of bug reports and feature requests. And they’re not wrong — issues and ideas are a key component to a successful pre-release customer test. But they aren’t the only way that test managers should be collecting feedback during beta. With a targeted group of candidates and the right setup in place , your testers will be more than willing to share their thoughts about your product.
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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
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Optimove
JANUARY 28, 2021
Welcome to the second and final part of the Contextualizing realtime Customer Marketing mini-series! In the first part , we spoke about the following two best practices: Reactivating churned customers upon website visit. Incentivizing order completion with an abandoned cart sequence. Read on here to discover the next Best Practice – how to increase engagement with product-back-in-stock campaigns.
CSM Magazine
JANUARY 28, 2021
Industry leaders from across the global payments and security space will feature at a virtual conference including Oracle and PayPal. PCI Pal , the global provider of cloud-based secure payment solutions, has today announced new details for its virtual conference on 24 th February 2021, where attendees from around the globe will engage in conversation and discover insights about the future of payment security and customer experience.
Call Experts
JANUARY 28, 2021
It feels like a no-brainer: customers are the key to having a successful business! Why? Well, they will purchase and review your products and services and can be your biggest advocates. This power is why so many companies find themselves asking, “what is customer service?” This is a great question, but we will counter your question with another question, “what is customer success?
CSM Magazine
JANUARY 28, 2021
As a customer service manager, you know that bad customer support can ruin your company’s image, even if your product or service is spectacular. And when customers experience bad service, they tell others. Your help desk team is, therefore, crucial to your business. Their job is not always an easy one and it’s important to recognize the challenges they face.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Oracle
JANUARY 28, 2021
Looking for customer experience virtual events information for 2021? We’ve compiled a CX professional’s guide to virtual events to continue to keep you up-to-date, in-the-know, and ever-smarter this year. Bookmark this page and check back as we update event information throughout the winter and spring months ahead. January 2021 CX Virtual Events.
CSM Magazine
JANUARY 28, 2021
When working remotely, engagement levels are crucial to success. Find out how to boost engagement and make working fun for customer service employees. The COVID-19 pandemic changed the way the customer service industry operates forever. After almost a year of lockdowns and social distancing, working from home is no longer a novelty. In fact, it’s starting to take its toll on those who are used to office environments and thrive on the social aspects of going to work.
Steve DiGioia
JANUARY 28, 2021
Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted. With patience, poise, and grace, she asked the right “ qualifying questions ” to determine my needs, wants, and desires.
Feedbackly
JANUARY 28, 2021
As a startup owner, you would have to wear many hats, bearing many responsibilities. So, when someone brings up the topic of CX management, Source.
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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.
MyCustomer
JANUARY 28, 2021
Engagement Video: How Very Group has adapted CX during COVID.
Magellan Solutions
JANUARY 28, 2021
Is Accent Important in Today’s Outbound BPO? . An outbound call center is essential for a company that is planning to expand its business. In that case, it is your opportunity to seek more clients, keep customers, and increase sales. Here are some of the services offered in an outbound call center: Proactive customer service. Sales call to new (prospective) customers.
SMG CX
JANUARY 28, 2021
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in our text analytics reporting, this latest round of enhancements represents SMG’s dedication to providing brands with robust, intuitive tools that maximize the impact of their experience management (XM) program.
CSM Magazine
JANUARY 28, 2021
Shoppers are proving to be fickle when they don’t get what they want from mobile sites of brands which are not fit for purpose on their device or browser. Last year, 4.57 billion people were accounted for as active mobile internet users. In helping brands prioritise their mobile site, browser testing platform LambdaTest has pulled together top tips (listed below) including ditching the nav bar, keeping the menu short, and limiting downloadable content to increase conversion from mobile s
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
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