SmartKarrot
FEBRUARY 22, 2021
Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures. As is often the case with diverse groups, each will signify a wide-spectrum of values that will innately help with building better relationships with customers.
ShepHyken
FEBRUARY 22, 2021
Each week I read a number of 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. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o
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Second to None
FEBRUARY 22, 2021
Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. . Here are the top 5 consumer expectations as it relates to the grocery industry in 2021. 1.
Zeisler Consulting
FEBRUARY 22, 2021
One of my favorite Process Engineering tools is the Five Whys. The basic principle is to consider a problem or imperfection, ask why it’s the way it is, and then ask why that explanation is so. We keep digging (as the title suggests, five times, but your mileage may vary) until we’ve uncovered the true root cause of an issue. The idea here is to work toward better understanding what’s behind a problem rather than simply fixing the facial, obvious symptoms.
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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.
Second to None
FEBRUARY 22, 2021
Consumer behaviors have shifted dramatically due to the pandemic, and trends are pointing straight at a refined customer experience in 2021. Forbes breaks down 11 customer experience changes that are taking place right now to meet the 2021 consumer, but we want to take in a more specific direction. Here are the top 5 consumer expectations as it relates to the grocery industry in 2021. 1.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Totango
FEBRUARY 22, 2021
What comes to mind when you think of the term “game changer”? With the recent Super Bowl, perhaps your mind drifts to NFL quarterback Tom Brady. As a little-known, sixth-round draft pick out of the University of Michigan, it’s safe to say no one expected much out of Brady in the NFL. However, by his second season in the league, Brady became the starting quarterback for the New England Patriots and led his team to their first Super Bowl title.
Influitive
FEBRUARY 22, 2021
Measuring your customer advocacy and community program’s success is critical for growing membership, boosting engagement, and delivering even better customer experiences. We’re excited about the recent release of Reporting 360, a wholly redesigned reporting and analytics suite powered by Looker and customized just for Influitive customers. This release combines brand new data and reports, robust […].
Chadwick Martin Bailey
FEBRUARY 22, 2021
John partners with clients to uncover deep consumer insights and define effective marketing and brand strategies. He is skilled in designing custom qualitative and quantitative research studies that provide a solid foundation for making sound business decisions. With over 15 years’ experience, John has led a broad range of engagements including segmentation and targeting, brand positioning, new product development, customer experience, marketing communications, and pricing for some of the world’
NICE inContact
FEBRUARY 22, 2021
When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center.
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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
MyCustomer
FEBRUARY 22, 2021
Loyalty A pragmatic way to experiment with digital CX.
Comm100
FEBRUARY 22, 2021
92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights. We live in an increasingly privacy-conscious world, and it’s no wonder. With technology and data so key to our lives, it’s almost impossible to keep tabs on who has our data and what it’s being used for. For any business to thrive, they need their customers to trust them, and to do this, they need to prove that they take personal privacy seriously.
LoyaltyPlus
FEBRUARY 22, 2021
With businesses under relentless pressure amid COVID-19 lockdown restrictions and battling to remain intact, the need to minimise risk and continue operating has never been more important. To help business owners navigate through daily challenges, maintain service levels and roll-out effective loyalty programmes, LoyaltyPlus has identified several key risks in 2021.
Lithium
FEBRUARY 22, 2021
I’m extremely excited to announce that we are launching a new user recognition program here at Khoros. The Khoros Titans! Our previous programs have been quite successful, but over the past few years have waned in both audience, engagement, and execution. With this relaunch, our goal is to reinvigorate what it means to be a power user of the Khoros platform!
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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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Magellan Solutions
FEBRUARY 22, 2021
Live chat outsourcing, like many other services, has its pros and cons. Live chat remains one of the most popular service channels to date because businesses like how cheap and efficient it is. Although to ensure success, it is crucial to consider the resources used. Amidst the crisis the economy is facing, companies are looking for cost-effective solutions.
CSM Magazine
FEBRUARY 22, 2021
As more employees are working from home, the protection of company data is more important than ever. Make Data Security a Priority . Let it be clear amongst your staff that cybersecurity is of paramount importance by establishing a cybersecurity policy. Often employees may be more lapse about data security when working from the comfort of their home, but they should be making it a priority, both on a personal and professional level.
Think Customers
FEBRUARY 22, 2021
The Centers for Medicare and Medicaid Services (CMS) is raising the stakes on patient and member experience for health insurance organizations. CMS recently introduced changes to its Five-Star Quality Rating System that place greater weight on measures related to patient experience while reducing an emphasis on process measures. Each year, CMS rates Medicare Advantage and Part D prescription drug programs on a five-star scale, based on how well they performed in the prior year, with five stars r
CSM Magazine
FEBRUARY 22, 2021
Regardless of the size of a construction company, customer and employee activities are critical in the business. While customers contribute in the form of referrals, feedback, and direct contracts, employees handle construction processes. With construction site WiFi, however, you can optimise employee, contractor, and project management activities for enhanced productivity.
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.
Feedbackly
FEBRUARY 22, 2021
Just some time ago I created a post “Qualtrics but better!” and some of the readers commented back, but what about Medallia? Well, that. Source.
Forrester's Customer Insights
FEBRUARY 22, 2021
On February 18, 2021 Facebook announced it would restrict sharing or viewing local and international news content in Australia in response to the Morrison Government’s move to regulate the relationship between the tech giant and news media outlets. At Forrester we had already predicted that in 2021 nationalistic economic policies, regional free trade partnerships, state […].
kommunicate
FEBRUARY 22, 2021
A chatbot is a tool to automate conversational experience and to simplify human interaction with customers for your businesses. Chatbots, can understand and respond to human inputs through voice or written language. It is used to automate frequently asked questions, lead capturing, Virtual assistant to customers, and many more tasks. What is a Multilingual Chatbot?
Forrester's Customer Insights
FEBRUARY 22, 2021
Agile content management systems (CMSes) build on the momentum of nearly 30 years of delivering modern, digital, internet-powered experiences. With a nod to both developers and practitioners, agile CMS seeks to enable collaborative, iterative approaches to content and experiences that satisfy both sides of the house. Make no mistake, though, agile CMS is more than […].
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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.
Oracle
FEBRUARY 22, 2021
In celebration of Black History Month, we’re highlighting some of the leading Black innovators shaping the technology world and taking us in bold new directions. Join us in celebrating the tremendous contributions today’s Black women leaders are making to technology, engineering, and beyond. Dr. Aprille Ericsson, NASA. Aerospace engineer and NASA executive Dr.
Opinionator
FEBRUARY 22, 2021
Still Using Paper Comment Cards? STOP NOW! There is no good news about paper comment cards, as they have never been an effective feedback tool. Neither have other traditional forms of on-location feedback including mystery shopping. Businesses should make the switch to a digital alternative that erases the issues with customer comment cards and delivers on the spot, actionable feedback.
Zonka Feedback
FEBRUARY 22, 2021
While communicating with customers to gather feedback has always being an important aspect of any business, the way to communicate with the customers have been typically changed since last year due to the ongoing pandemic. This was the time when all the entities of society had to adapt to the evolving situations due to COVID 19.
SmartKarrot
FEBRUARY 22, 2021
Role: Director of Customer Experience Location: Charlotte, NC, US Organization: Ekos As a Director of Customer Experience, you will oversee a world-class customer lifecycle and all aspects of client health including onboarding, support, value realization, and contract renewal, while spearheading further adoption of Ekos services for the customers. Drive improvements to workflows and processes to streamline internal communications between the Technical Support and Customer Success and cross-func
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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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