Oracle

JULY 9, 2020

Even during periods of uncertainty, it’s still important to connect with your customers and work on relationship building. According to a 4A’s Research study from March, nearly 85% of consumers want to hear from brands at this time. In a recent On the Fly video , Customer Service and Customer Experience Expert Shep Hyken highlights three ways to help connect and build relationships with your customers while creating a better CX.

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Culture Consumers Connections Communication 67

Interactions

JULY 9, 2020

Automated customer service has been identified as the number one use case for AI-enabled digital transformation by leading analysts like Tractica and IDC. More and more businesses are turning to Conversational AI applications, such as virtual assistants, that automate tasks while also bringing benefits like improved customer satisfaction, decreased costs, and increased revenue. .

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Contact Center Communication Technology Download 71

Grade.us

JULY 9, 2020

Reading Time: 10 minutes. If you’re a business owner, you will undoubtedly understand the importance of customer reviews. Reviews tell other prospective customers what they can expect from your business – good or bad. It’s no exaggeration to say that reviews can make or break a business. But did you know that reviews can also be an important piece of your search engine optimization (SEO) toolkit?

Social Media 29

Social Media Customers 2018 Multi-Channel 29

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment. Today, I have a new form of segmentation that I have been working on to help people during the pandemic.

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Presentation Customers Consulting Insights 162

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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.

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One Millimeter Mindset

JULY 9, 2020

It just could be that client retention folks are the best salespeople in your company. You know. Professionals involved in the post-sale care and feeding of newly-acquired customers. And the pros responsible for designing (and reworking) and implementing and maintaining what new and current clients ordered. Also, the people who directly answer client questions throughout that customer’s life cycle.

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Workshop Sales Leadership Innovation 96

inmoment

JULY 9, 2020

The Coronavirus pandemic has left no aspect of customer experience (CX) programs unchanged, especially compensation practices tied to CX results. COVID-19 has brought about uncertainty, but it also presents a unique opportunity to reevaluate—and redesign—CX-based compensation practices that companies have long held sacred. Let’s discuss how these practices are doing in the current age and how they might fare better during and after this pandemic.

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Measurement Metrics B2B Presentation 59

Hero Digital

JULY 9, 2020

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

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Customer Experience Consumers Innovation Customers 84

NetBase

JULY 9, 2020

KPop performers are influencing Zoomers (Gen Z) as well as other demographics in unanticipated ways. The level of intensity they create rivals that of the Beatles, with fans swooning virtually as well as in person, generating seismic shifts in brand awareness for those lucky enough to take advantage of this trend. Here’s why you should consider joining in!

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Apparel Fashion Social Media Multi-Channel 56

Ann Michaels and Associates

JULY 9, 2020

Customer service adjustments. During the last several months we have all had to make a lot of changes to our lives. We all have our own personal story on hardships as well as new opportunities. Working from home for the first time. Working while trying to home school kids for the first time ever. Getting accustomed to wearing a mask for the first time.

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Customer Service E Commerce Poor Customer Service Customers 52

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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

Retail

Bold360

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions. For a long time, these smaller players lagged far behind their national and international competitors when it came to implementing the latest gizmos and ideas.

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Customer Engagement Engagement Banking Technology 52

CSM Magazine

JULY 9, 2020

We are just two weeks away from our next free customer service webinar: The Customer Service Leader of the Future: Identify the Strategies You Need to Stay Ahead of the Game. There is still time to secure your place today! It has never been more important to understand that customer expectations are rising and must be met head on by providing truly exceptional customer experience.

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Webinar Customer Service Omnichannel Innovation 52

SurveySparrow

JULY 9, 2020

We are in 2020, and you already know what hashtag is. What you don’t know is how to use hashtags properly to promote your brand, business, and boost engagement for each social media post. Hashtags started as a feature on twitter; they aren’t just a trend anymore. Nailing the use of hashtags opens a gate for you to engage with your audience and to have high social authority.

Social Media 75

Social Media Brands Books Engagement 75

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long. Continue the Conversation with Me?

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Contact Center 2021 Consulting Customer Service 52

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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,

Measurement

Centercode

JULY 9, 2020

Picture this: you’re in a meeting about an upcoming product release that will launch in a couple of months. The product is almost feature-complete, which means it’s just about ready for beta testing. Someone — maybe it’s your boss or someone from a different department — starts talking about recruitment. “This product has a lot of features,” they say. “Let’s get 200 people to test this and give feedback.” 200?

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Feedback Connections Engagement Insights 69

Hero Digital

JULY 9, 2020

In this episode we talk with Rhona Bradshaw, SVP Consumer Experience Transformation at Comcast Xfinity. She shares an insider view into Comcast’s efforts to transform the customer experience and meet consumers’ evolving needs — even in the middle of a global pandemic. Bradshaw talks about new digital consumer behaviors that are leading them to develop new products and services that deliver ease of use and value in a highly competitive industry.

Customer Experience 52

Customer Experience Consumers Innovation Customers 52

Martin Hill-Wilson

JULY 9, 2020

Awareness of the economic damage from the global pandemic continues to grow. National debt is ballooning as governments attempt to prop up businesses and individuals. At the time of writing, the UK still has a fifth of the workforce on furlough which is due to wind down in October. However, just 20% of employers report they will be able to resume full financial commitment.

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Government Financial Management Customer Experience 52

C Space

JULY 9, 2020

The Brand Move Roundup – July 9, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Three months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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2020 Brands Social Media Fashion 40

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.

Customer Insights

MyCustomer

JULY 9, 2020

Loyalty What is customer outcome management?

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Management Loyalty Customers 55

SmartKarrot

JULY 9, 2020

To affix the leaky bucket in all of the SaaS companies, the customer success team delves into a number of customer retention strategies. Being a critical facet to the success of your company, it helps to keep your churn at a minimal stance and enhance your revenue bars. Here, in this blog, we tell you the top 10 such essential suggestions that you can implement.

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Customer Retention Loyalty Programs Social Media Loyalty 10

Survicate

JULY 9, 2020

The post See latest NPS scores and other survey responses in Intercom Inbox appeared first on Survicate.

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NPS 95

SmartKarrot

JULY 9, 2020

Role: Customer Success Manager Location: Remote, US Organization: FRISS Being a part of their Customer Excellence team you will have to drive adoption and demonstrate ongoing value with their products. You will play a crucial role within the team which is a mix of Customer Success Management & Project Management. The main focus of this role will be Customer Success Management: Wherein you will be responsible for onboarding new customers by engaging executive teams in the launch, driving ongo

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Customer Success Customers Sales Management 10

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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.

Information

PK

JULY 9, 2020

Providing the right content at the right moment helps patients and inspires a long-lasting, trusted connection with your organization. As a patient, when we turn to a healthcare provider’s website, […]. The post 4 questions that help define effective healthcare content appeared first on PK.

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Healthcare Connections Article Marketing 64

Knowmax

JULY 9, 2020

Why Content Management is good, but Knowledge Management is great.

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Management 97

Gainsight

JULY 9, 2020

Today, I had the pleasure of listening to a recent client event hosted by one of my favorite athletes, Joe Theismann. Now, I am a west coast girl who loves college basketball, bleeds red and blue, and is true to my beloved Arizona Wildcats. But I am also a Phoenician and always support the Arizona Cardinals, especially the amazing Larry Fitzgerald. A true class act.

Leadership 59

Leadership E-support Chief Customer Officer Customer Success 59

Steve DiGioia

JULY 9, 2020

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important? Has your success come at the expense of the very same people that have allowed you to move up the corporate ladder or have a successful business? Yes, you have taken good care of them along the way; received wonderful guest surveys, comment cards, and rave reviews of your service…great job.

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Guest Experience Advertising Marketing Customers 59

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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.

Customer Engagement