ShepHyken
AUGUST 1, 2022
Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume. (SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company.
Russel Lolacher
AUGUST 1, 2022
In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace. A few reasons she is awesome – she is Canada’s first Chief Accessibility Officer (CAO) serving as an independent special advisor to the Ministry of Employment, Workforce Development and Disability Inclusion.
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BirdEye
AUGUST 1, 2022
Google is by far the most popular search engine in the world. In fact, the tech giant currently holds over 92% of the search engine market share. That’s great news for local business owners, especially those who take advantage of everything Google Local Service Ads has to offer. Google Local Service Ads can help increase your business’s visibility, but that’s not all.
Perceptive
AUGUST 1, 2022
You’ve set up your employee feedback system, have made sure it is anonymous, measures your employee experience, engagement and/or satisfaction, and are regularly collecting feedback from your workplace.
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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.
MyCustomer
AUGUST 1, 2022
Engagement Engage22 & the opportunity to evolve CX with EX.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Inbenta
AUGUST 1, 2022
By now, most companies have set up some sort of customer self-service tool. Whether it is a chatbot, a help site , or simply a search engine, most businesses have seen the value in letting consumers navigate their site, and find answers and products on their own. It is clear these tools can satisfy the need for immediate support, as well as reduce the workload of your customer service agents, improve CSAT, and simplify your operations.
Forrester's Customer Insights
AUGUST 1, 2022
We’ve said it many times: security matters, and security leaders have more influence and access to boards and senior executives than ever. Thanks to external forces like ransomware attacks, evolving security and privacy legislation, and existential loss of cyber insurance dread, they get it at the top. But that doesn’t always translate to into engagement […].
Magellan Solutions
AUGUST 1, 2022
Statistics on the Philippine BPO Industry for the year, 2022. There were undoubtedly many disruptions that caused havoc for businesses in 2020 and this also affected the Philippine BPO Industry. However, a lot of BPO companies have been able to use this era of disturbance as a chance to review and rethink their businesses, making them robust and future-proof.
Perkville
AUGUST 1, 2022
Check out these tips to get more referrals from your customer loyalty program.
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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
Forrester's Customer Insights
AUGUST 1, 2022
The top health insurers are holding their Q2 earning calls and their discussions reveal key trends on where the healthcare industry.
The DiJulius Group
AUGUST 1, 2022
Show Me You Care More about Helping My Business than Getting My Business *On Sunday, July 24th, a long-time mentor and friend of mine, Larry Gould passed away at the age of 96. In two of my books, I have written about Larry’s amazing ability to help people first, without expecting anything in return. Larry. Read Full Article. The post Show Me You Care More about Helping My Business than Getting My Business appeared first on The DiJulius Group.
Forrester's Customer Insights
AUGUST 1, 2022
The Triple/Quadruple Aim has long been recognized as a framework to optimize the US healthcare system. This daunting ambition was given hope with the proposal of accomplishing three goals equally in 2008, and the addition of the 4th in 2014. Theoretically, achieving these goals would alleviate the burden experienced by the healthcare ecosystem and increase […].
SmartKarrot
AUGUST 1, 2022
FOMO – Feeling of Missing Out! This is one of the biggest fears that current-day customers have. They want to know everything that is happening from their brands. Surrendering to these demands, companies are now emphasizing having a status page on their web platforms. But what exactly is a status page, and why is it so important for SaaS companies? .
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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
AUGUST 1, 2022
PUK consumers are feeling the effects of tough trading conditions for many businesses, with flight cancellations, parcel delays, low stock. 22nd Aug 2022. By Kim Burgess Chief Customer Officer.
Kapta Customer Success
AUGUST 1, 2022
Are you an account manager (AM) trapped in vendor status with your key accounts? If so, you may be wondering how you elevate your relationship with your customers to a strategic partnership. You want to become a trusted advisor who has a seat at the customer’s table and is involved in strategic decisions the customer makes.
Quadient
AUGUST 1, 2022
Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face.
SurveySparrow
AUGUST 1, 2022
A young CEO was horrified with the hit her business took during the pandemic. Up until that point, she never really had given much importance to developing her brand’s identity. Her area of focus revolved mainly around improving the revenue and profit numbers. Then… Covid happened, and everything came tumbling down for her business. Even though the products were great, the sales dried up ‘cause customers didn’t have a connection with her brand.
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
AUGUST 1, 2022
Forrester’s research shows that two-thirds of US firms are moving to anywhere-work models, bringing a significant shift to the tech labor market. For most companies, the labor market is tight and continuing to tighten. The highest attrition rates and hardest jobs to fill are concentrated in the IT labor force. But there is another side to […].
Comm100
AUGUST 1, 2022
Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up. To beat the competition, colleges and universities need to put students first. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands.
Forrester's Customer Insights
AUGUST 1, 2022
We are thrilled to today release our second ever “The Forrester Wave™: End-User Experience Management, Q3 2022.” We looked at the top 9 vendors in the market today and evaluated them across a whopping 32 criteria – up from 10 in our previous New Wave report. Why is EUEM so important? The answer lies in […].
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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
AUGUST 1, 2022
Location data is getting a lot of attention lately — most recently thanks to the Federal Trade Commission’s announcement that it is “committed to fully enforcing” laws that protect sensitive data, including location and health, after the overturning of Roe v. Wade. This is part of a long-running saga that includes Vice calling out data […].
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