IntouchInsight
MAY 13, 2020
Customer feedback is a critical tool for every business. It allows you to decide if you're going to follow the trends set by your competitors, or respond to what your specific customers are expecting as the world around them changes.
Eptica
MAY 13, 2020
Date: Wednesday, May 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: why you can learn from the classics. Published on: May 13, 2020. Author: Pauline Ashenden - Demand Generation Manager While customer service itself may be a relatively new discipline, successful service draws on many innate human traits, such as empathy, communication, learning and a desire for knowledge.
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Upstream Works
MAY 13, 2020
Every contact center has a universal goal: to provide exceptional customer service. But doing so isn’t always that simple. It requires a holistic customer experience (CX) strategy, a responsive data strategy and the flexibility to adapt to a changing world. As we continue to social distance, self isolate and get used to a new normal, it’s more important than ever for contact centers to focus on their overall strategy.
Integrity Solutions
MAY 13, 2020
What’s next – in how we’ll serve customers, lead teams, and collaborate with each other? Originally Published As a Guest Blog on SellingPower.com By Mike Fisher. In the mere months since the start of the COVID-19 pandemic, much has been written about the need to adjust to a new normal in how we’re doing business – and from where. We get it: We’re all working from home.
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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.
PeopleMetrics
MAY 13, 2020
As the world of work continues to change in the face of the COVID-19 pandemic, communication skills are increasingly seen as the crucial glue that holds a company together. Working remotely , uncertainty in the workplace and disconnection from colleagues mean that communication in the workplace must be more effective than ever. But clear, effective top-down employee communication isn’t enough.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
ProProfs Chat
MAY 13, 2020
There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read.
NetBase
MAY 13, 2020
As business becomes more personalized, a trend that has only grown larger due to Coronavirus, B2B marketing is pivoting to adopt B2C tactics. And it’s wise thinking. Here’s why. Just as cell phones have doubled and adapted as business and personal tools, so have brands during the pandemic edition of working from home. Our straight back office chairs have been replaced with plush pillows and perhaps a toddler-sized company mascot running around.
ProProfs Chat
MAY 13, 2020
There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read.
CSM Practice
MAY 13, 2020
In the wake of Covid-19 pandemic, businesses are struggling to adapt to the resulting economic downturn. To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. Customer success managers now need to find creative ways to engage customers while thinking deeply about what their new needs might be.
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
VDS
MAY 13, 2020
Albert Einstein once said, “The problems that exist in the world today cannot be solved by the level of thinking that created them.” Wise words. When it comes to evolving customer expectations, companies cannot meet the needs of customers today with what worked in the past. A decade ago, customers expected decent service at a fair price. They also were more accustomed to brick and mortar stores, using a landline to call for support, waiting for answers, and staying loyal to a brand; they stayed
CSM Practice
MAY 13, 2020
As a response to help companies mitigate the impact of COVID-19 on Customer Success organizations around the globe. CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.
Customer Enthusiast
MAY 13, 2020
Last Friday, I had my teeth cleaned after my dentist’s office reopened as COVID-19 restrictions relaxed in my area. As expected, new protocols were in place, including: social distancing in the office requiring patients to call from the parking lot to ascertain whether or not there was room in the waiting area – which can […]. The post Customer service in the wake of COVID-19 appeared first on Steven Curtin.
NICE inContact
MAY 13, 2020
As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.
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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
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Experience Matters
MAY 13, 2020
Engaged employees make a big difference inside organizations because of the higher level of commitment and contribution they bring to their work. However, many organizations still struggle to manage employee experiences in a manner that results in engaged employees. In the XM Institute’s recent best practices report, Three Shifts for Employee Experience Success, I highlighted three ways companies should be adapting their mindsets and actions when it comes to delivering experiences that raise emp
Daniel Group
MAY 13, 2020
How do you deliver great customer service while wearing a mask? . Think about it. You walk into a store to buy something, and most everyone is wearing face masks and, in some cases, gloves as well. You may think you inadvertently walked in on a major robbery though we all know this is not the case now. With faces covered and practicing social distancing measures, how do you change your behaviors so that customers feel welcome and become engaged?
FiveStars
MAY 13, 2020
Gaining new customers may seem like the best way to help your business grow, but keeping those customers with a salon loyalty program is more effective in expanding your bottom line. With returning customers spending an average of two-thirds more in your establishment than first-timers, you need an effective way to keep them coming back. […]. The post Top 10 Examples of Spa and Salon Loyalty Programs appeared first on Fivestars Insights.
Customercount
MAY 13, 2020
CustomerCount president Bob Kobek considers the downsides of taking a telephone survey when our time is precious and other survey options are available. The post The downsides of a telephone survey appeared first on CustomerCount.
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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.
inSided
MAY 13, 2020
We're really excited to bring you Episode 3 of The inSide Scoop: inSided's podcast bringing you the latest in customer success, customer engagement and user communities. This week we spoke to Rav Dhaliwal to get his unique take on B2B customer engagement. So, grab a cup of coffee and give it a listen. For those who prefer to read rather than listen, you’ll find a transcript of our conversation here too.
NICE inContact
MAY 13, 2020
As the world shrinks and is more connected, technology enables companies of all sizes to scale globally. Whether a European organization is looking to expand into other European countries, or a U.S.-based company is expanding across the pond, adapting products and brand awareness to multiple new markets and cultures is not only doable but is often necessary for growth and survival.
Gainsight
MAY 13, 2020
Today we wrapped the first day of Pulse Everywhere, our reimagined Pulse. We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. This year we watched Pulse come full circle. Last year, at Moscone Center, we hung ‘Welcome Home’ signs to greet all of you.
Comm100
MAY 13, 2020
Research shows that companies with extremely strong omnichannel customer engagement retain on average 89 percent of their customers, compared to 33 percent for companies with weak omnichannel customer engagement. So it’s little surprise that many companies are on the look-out for a strong omnichannel solution that suits their needs and goals. Shopping for an omnichannel solution can be intimidating.
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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.
CSM Practice
MAY 13, 2020
(Week of May 10, 2020). CSM Practice is now in its third week observing possible changes with the COVID-19’s effects on customer success management through our weekly survey. Our goal is to take the temperature of how Customer Success teams are impacted by the Coronavirus crisis. This week’s survey results will help you better understand the impact of the pandemic on SaaS companies and Customer Success teams, understand weekly trends, and learn from each other’s initiatives to surpass the
Kustomer
MAY 13, 2020
Consumer expectations are changing daily, and technology has a lot to do with this. The digital age has made customers expect instant gratification; when technology makes just about any informationavailable at the click of a button, more and more people are turning to their devices for answers. With this technological transformation comes many up-and-coming trends that companies can get behind to transform their business and cater to the expectations of the customer.
Think Customers
MAY 13, 2020
The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. On Shep Hyken’s Amazing Business Radio podcast, he recently spoke with Jonathan Lerner , president of TTEC Digital, about what it means to move beyond the new normal.
GetFeedback
MAY 13, 2020
The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program.
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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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