CSM Magazine
DECEMBER 3, 2020
Product liability is always a huge consideration when deciding to release a new product. What can customer service offer that alleviates concerns over possible liabilities? For starters, customer service representatives will be responding on a near daily basis to complaints about a new product. This much is an inevitability. In most cases, complaints do not involve any danger or threat that the product is causing.
Ecrion
DECEMBER 3, 2020
What Is Customer Behavior Analysis? | What Are the Benefits? | How to Conduct the Analysis. Do you ever feel like you’re guessing what your customers want? Does your marketing team throw ideas out , hoping something strikes a chord with your customers and improves sales? Do you wish there was a formula that could tell you just what it is your customers want?
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Kustomer
DECEMBER 3, 2020
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Chris Warticki from Epicor to discuss meeting customer service expectations with balance. Learn how Chris balances customer satisfaction by listening to the podcast below. Finding Balance through Customer Advocacy. Senior Director of Customer Experience at Epicor, Chris Warticki , has figured out how to lead a well-balanced customer support team through understanding customer ad
Heart of the Customer
DECEMBER 3, 2020
As I’m sure many of you were, I was shocked to hear of Tony Hsieh’s untimely death this past weekend. In case the name doesn’t ring a bell, Tony is the recently-retired CEO of Zappos. In that role, he shepherded an online shoe seller with annual sales around $1 million (Zappos started as ShoeSite.com) into […]. The post CX Loses a Visionary appeared first on Heart of the Customer.
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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.
Eptica
DECEMBER 3, 2020
Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Published on: December 03, 2020. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
One Millimeter Mindset
DECEMBER 3, 2020
Are you prepared to have HR leadership conversations which reinforce yesterday and today? Or will you choose to have “those” conversations? You know, the ones that change the way employees, partners, stakeholders and clients perceive your organization? It just could be that some employees already have these conversations. Are you listening? Or do you dismiss what is said?
Daniel Group
DECEMBER 3, 2020
Altec Industries, Inc. In this video, Mike Kedanis, Director of Quality, Altec Industries, Inc. , shares how they respond to their customers’ friction points so much faster with Lynn Daniel, CEO, The Daniel Group. Complete Transcript. Lynn Daniel (00:09): This is Lynn Daniel, with The Daniel group. I am here today with Mike Kedanis of Altec. Altec is a producer of products and services for the electric utility, telecommunications, pre-care and a variety of other industries.
Cyara
DECEMBER 3, 2020
Contact centers weren't always the AI-driven, predictive, omnichannel complex operations they are today. Once upon a time, customers found companies' contact info in the yellow pages, and "dialed directly into a particular person with the organization," said Ann-Marie Stagg, chief executive of UK-based Call Centre Management Association, in an interview with MyCustomer.
iPerceptions
DECEMBER 3, 2020
Are you ready for 2021? See the 10 trends and predictions for the customer experience, customer care, and customer intelligence in 2021. The post The Customer Experience in 2021: Top 10 Trends You Need to Know appeared first on Astute.
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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
Interactions
DECEMBER 3, 2020
Technology has the power to make or break a business, especially contact center technology. Don’t believe us? Imagine this: a potential customer calls your brand because they are interested in purchasing your product or service, but is having trouble navigating the website. Depending on the technology that you deploy, that potential customer may have to shuffle through menu options, or worse, wait in a virtual queue.
MyCustomer
DECEMBER 3, 2020
Loyalty Why loyalty & sentiment are 2021's big challenges.
Optimove
DECEMBER 3, 2020
Gaming operators typically approach player retention by offering bonuses, cross-selling to various products, and encouraging players to increase their activity and betting amount. However, when it comes to the gaming industry, retention should also include ensuring players do not self-exclude, or worse – develop problematic behaviors that go unnoticed.
Chadwick Martin Bailey
DECEMBER 3, 2020
Ask any CMBer what they love about CMB and there’s a good chance they’ll say it’s the people. Social distancing hasn’t been easy on anyone, but it’s been especially difficult for a company that works so collaboratively and regularly schedules social events and club meetings. Since March, we’ve been looking for ways to stay connected and recently, a group of us hopped on the bandwagon for a game of Among Us.
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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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MyCustomer
DECEMBER 3, 2020
Engagement The role CX professionals play in brand purpose.
Knowmax
DECEMBER 3, 2020
Automating customer service- here’s how to do it right.
Forrester's Customer Insights
DECEMBER 3, 2020
We just updated our calculations for how much business growth you can expect from improving CX. We did this for the 14 industries we cover in our CX Index survey. For all the details, you can check out our new report “How Customer Experience Drives Business Growth, 2020.” But for now, here’s a… Sneak Peek […].
Brad Cleveland Blog
DECEMBER 3, 2020
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the best-quality horse … Continue reading → The post Principle #1: Quality Must Be Based on Customer Needs and Expectations appeared first on Brad Cleveland.
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.
Forrester's Customer Insights
DECEMBER 3, 2020
The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But companies need to have the right metrics in place to be able to support the shift of the underlying value equation. Processes and systems for […].
Qualtrics
DECEMBER 3, 2020
IT has long been a key component of employee experience. Since the pandemic, it’s taken center stage with IT executives driving job enablement and productivity through world-class technology experiences that keep employees motivated and engaged. Now is the opportune time to make employee technology experience management part of IT’s long-term strategy.
Brad Cleveland Blog
DECEMBER 3, 2020
The need to identify and address customer expectations stems from a widely accepted principle: improvements in customer experience lead to increased customer loyalty, better business results and a stronger brand reputation. Consider the old adage about building the best-quality horse buggy in town: it doesn’t matter if no one wants it. A lesser-known but similarly powerful principle is also at … The post Principle #1: Quality Must Be Based on Customer Needs and Expectations first appeared
Knowmax
DECEMBER 3, 2020
5 Tips to optimize customer touchpoints.
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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.
Forrester's Customer Insights
DECEMBER 3, 2020
To give you insights on the state of experience design (XD)/user experience (UX) teams, my colleagues and I, who cover design and UX, run an annual survey. In our most recent one, 61% of respondents reported that their design team impacts strategic decisions, for example. And I’m excited to share that our 2020 State Of […].
Zeisler Consulting
DECEMBER 3, 2020
With all due deference to Matt Dixon , sometimes “effort” is a tricky thing to define. I worked with one team that ran around and around about it constantly it seemed. Matt’s Customer Effort Score (CES) metric basically asks the Customer to rank his or her satisfaction with the amount of effort expended to solve an issue or otherwise accomplish something.
Forrester's Customer Insights
DECEMBER 3, 2020
Facebook announced its intention to acquire Kustomer for $1B, adding digital customer service to its portfolio. Why the focus on customer service? It’s because customers hold the power in interactions with companies. Customers demand easy, effective service that values their time, and provides them with personal experiences that are in context of their actions.
Storyminers
DECEMBER 3, 2020
IBTM World Virtual is set for success with over 10,000 meetings due to take place over the three days of the event, which will this year take place completely online from the 8 th to the 10 th December. The virtual event will include three full days of meetings between the world’s largest and best-known destinations and suppliers with top calibre Hosted Buyers from some of the biggest global corporations, associations and agencies, as well as a comprehensive programme of education sessions.
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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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