eglobalis
SEPTEMBER 8, 2020
Use Criticism to Improve Your Customer Experience and employee experience products and services. The post Customer and Employee Criticism: Your Leverage Tool for Growth appeared first on Eglobalis.
Experience Investigators by 360Connext
SEPTEMBER 8, 2020
What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications. It’s difficult to change things for the better when there are pervasive falsehoods, fables and factually-questionable stories traveling throughout your organization.
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ShepHyken
SEPTEMBER 8, 2020
Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author. They discuss the 5 Secrets from his new book, Inside Your Customer’s Imagination , that can help organizations better understand their customers. Top Takeaways: Good customer service and experience principles can be applied in any relationship—professional or personal.
Lumoa
SEPTEMBER 8, 2020
Do you remember punch cards? They were often a staple of sandwich shops and ice cream parlors. After so many visits, you would be the lucky recipient of a free item. What a thrill it was to present your fully punched card, then immediately start on the next. Simpler times, right? Measuring customer loyalty these days is a little more complex. Long gone are the days of punch cards.
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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.
BirdEye
SEPTEMBER 8, 2020
Birdeye Webchat is a powerful tool that allows businesses to engage with site visitors in real-time and convert them into leads–not to mention improving existing customer satisfaction. Today, BirdEye is proud to announce the next evolution for Webchat, an integration with Google Analytics that allows businesses to understand: How website visitors use the Webchat on their website A visitor’s journey on their businesses website Wait times in chats for insights into why operators miss a chat.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Talkdesk
SEPTEMBER 8, 2020
Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center.
Integrity Solutions
SEPTEMBER 8, 2020
by Bruce Wedderburn. Virtual selling has changed the way that customers are choosing- or not choosing- to interact with salespeople, often in significant ways. While the fundamentals of selling aren’t different in a virtual setting, the dynamics are, and many salespeople are struggling to adapt. Businesses often struggle to make big changes, but as we learned earlier in the year, sometimes they literally have no choice.
Russel Lolacher
SEPTEMBER 8, 2020
“In many ways, effective communication begins with mutual respect, communication that inspires, and encourages others to do their best.” – Zig Ziglar. To successfully embrace social media customer service, the focus of your interactions need to be far more in the intent and use of the tool than the tool itself and its features. Twitter, Facebook, Instagram aren’t inherently “social,” it’s the humans operating the tools to engage and connect with your customers that make them so, and offe
Team Support
SEPTEMBER 8, 2020
Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. And while robust product features are important, it is the added benefits of B2B (business-to-business) customer support that can accelerate product use and drive optimal performance to help customers reach their full potential.
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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
ChurnZero
SEPTEMBER 8, 2020
Back in February we felt our first hit in the industry with the cancellation of the beloved SaaStr Annual conference. Since getting together 13,000+ attendees together in one place wasn’t going to be on the horizon for the rest of this year, they hosted the SaaStr Annual at Home event last week. It was an all digital event with over 50,000 global attendees.
Wootric
SEPTEMBER 8, 2020
Customer experience has slowly overtaken both price and product as the most critical brand differentiator. Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market. That’s also why most market leaders are investing in customer engagement tools like live chat software to improve customer service levels and loyalty. .
Gainsight
SEPTEMBER 8, 2020
In today’s complicated and competitive customer success landscape, delivering value is more important than ever. Clients want more than just adoption; they expect their investments to lead to tangible outcomes and value. Meeting such demands requires overcoming myriad obstacles like unexpected churn, a shortage of customer insights, poor product adoption, and a disconnected customer experience.
Talkdesk
SEPTEMBER 8, 2020
Now more than ever, information security should be the priority on everyone’s mind. With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Cybersecurity hackers lured by this newfound opportunity. According to Global News Wire , COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late A
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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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NetBase
SEPTEMBER 8, 2020
No one works in an office anymore – not in numbers that make sense to justify renting space, at least. And this realization has emerging trends around remote work on the rise, and has brands rethinking how to use abandoned office space – assuming they’ll use it at all! Some businesses have big plans, while others seek an exit strategy.
Strikedeck
SEPTEMBER 8, 2020
Vincent Manlapaz, in an interview with Alan Rudolph talks about the science (process involved) and art (success mindset) behind Customer Success.
Bold360
SEPTEMBER 8, 2020
How can organizations build and leverage resilience during times of uncertainty, such as today’s global pandemic? That important question was the focus of a breakout session at CXNext called Creating Resiliency. It turns out that the key to being resilient in the areas of customer and employee experience (CX and EX) is using self-service tools and knowledge base management tools, and blending them with human agents to provide a flexible, scalable, and future-proof approach to customer and employ
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.
Qualtrics
SEPTEMBER 8, 2020
While there’s no sure blueprint for this COVID-19 environment, one thing is certain: everyone needs to work differently. Organizations will need to constantly adjust how they interact with customers while making shifts in how employees work – and as a result, Experience Management (XM) is more important than ever. XM is the discipline of using both experience data and operational data to measure and improve the four core experiences of business: customer , employee , product and brand.
Grade.us
SEPTEMBER 8, 2020
Reading Time: 9 minutes. The Knot is the # 1 wedding website. According to their website , The Knot “has inspired an estimated 25 million couples to plan a wedding that’s uniquely them.” Their parent company, The Knot Worldwide, merged with WeddingWire, becoming the largest wedding planning firm online. Their brand continues to grow.
Storyminers
SEPTEMBER 8, 2020
What a speaker’s kit should contain and how to organize one. A Speaker’s Kit is a multi-page summary for meeting planners and event owners that gives them a quick overview of what an individual can do for them (and their event). At a minimum, a speaker kit should contain: Name. Headshots. Contact Info. Bio + Backstory. Speaking Topics. Other Services.
Helpware
SEPTEMBER 8, 2020
The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting.
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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.
dscout People Nerds
SEPTEMBER 8, 2020
UXRs are responding to a rapidly changing experience world, and with it comes mixing methodologies to explain the most of the picture. Go from stale to stellar with these tips.
Helpware
SEPTEMBER 8, 2020
The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting.
Storyminers
SEPTEMBER 8, 2020
Qué debe contener el kit de un orador y cómo organizar uno. Un kit de orador es un resumen de varias páginas para los organizadores de reuniones y propietarios de eventos que les da una visión general rápida de lo que una persona puede hacer por ellos (y su evento). Como mínimo, un kit de orador debe contener: Nombre. Fotos. Información de contacto.
inmoment
SEPTEMBER 8, 2020
The COVID-19 pandemic’s impact on financial health has been just as if not more concerning to many customers as its effects on literal health. Many individuals, families, and businesses have struggled financially over the last 5-6 months, and unfortunately, it’s looking like these struggles will reverberate across the credit and loan repayment world in big—and unprecedented—ways.
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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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