Tue.Oct 06, 2020

article thumbnail

Customer Success vs. Customer Support: What Are the Differences?

Totango

Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Fulfilling a proactive role, customer success focuses on problem prevention and creates value by enabling clients to achieve business goals. Customer support is reactive and acts as a resource for clients to use when they encounter specific technical issues and need help. .

article thumbnail

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

BlueOcean

We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20 th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of their partnerships – but how do you measure the true value your contact center outsourcer is delivering?

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

6 Simple Tips For Customer Service Emails With A Personal Touch

Win the Customer

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

article thumbnail

Amazing Business Radio: Steven Van Belleghem

ShepHyken

A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world. They discuss his latest book, The Offer You Can’t Refuse , and the four factors that go into amazing customer service. Top Takeaways: The year 2020 has thrown us into the future technologically.

2020 123
article thumbnail

Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

article thumbnail

Digitization vs. Digitalization: What’s the Difference?

Ecrion

What is Digitization? | What is Digitalization? | How They Can Transform Businesses |. By using the Internet, entrepreneurs are able to accomplish nearly any task that they pursue. This is especially true when it comes to the overall productivity of their business. But, not everyone understands everything they should about digitization vs. digitalization.

More Trending

article thumbnail

4 Simple to Recognize Customer Service Team Accomplishments

Win the Customer

Being a boss is so much more than pouring over reports. Your responsibilities exceed just making schedules and conducting meetings. How you manage your people is a huge contributor to your success. . As a leader, your employees are your most valuable asset. They can make or break your career growth and achieve your goals. Encouraging them to succeed and helping them grow is a huge part of their development.

article thumbnail

Why Measure Net Promoter Score (NPS)?

Zonka Feedback

83% of online respondents say they trust the recommendations of friends and family. This figure itself speaks volumes about the significance of the Net Promoter Score (NPS). Measuring the NPS helps you to improve your business and ensure a level ahead of customer experience & satisfaction.

article thumbnail

Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT

Kate Nasser

Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.

Sales 98
article thumbnail

The 5 Rules for Driving Down Costs in a Customer Focused Way

Beyond Philosophy

The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. If you are like most businesses in 2020, you are facing a very different year for your bottom-line performance, and in many cases, it’s not a good kind of different.

article thumbnail

Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

article thumbnail

What Is Customer Experience?

Experience Investigators by 360Connext

article thumbnail

ECS Creates Amazon Connect Contact Centre for South East Water in Just Two Weeks

CSM Magazine

Enterprise digital transformation consultancy and IT services firm ECS has helped South East Water (SEW) achieve business continuity for its 2.2 million customers during the Covid-19 pandemic. The three-week engagement included the deployment of a remote outbound contact centre for agents working from home in just two weeks using Amazon Connect. Like many customer-facing organisations, SEW was experiencing increasing volumes of customer queries just as social distancing rules required contact

article thumbnail

When is Outsourcing Customer Service Good for Small Business?

Magellan Solutions

Small business owners work hard to forge ahead towards success and make their brand bigger. The number one challenge in doing it is to find more cost-efficient and effective ways to do the different processes of your business, especially customer service. It is one of the greatest weapons of entrepreneurs — a critical part of the success of a business.

article thumbnail

6 Simple Tips For Customer Service Emails With A Personal Touch

Win the Customer

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

article thumbnail

The Open CCaaS Advantage Report

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.

article thumbnail

Announcing the Winners of ChurnZero’s 2020 ChurnHero Awards

ChurnZero

Superior Customer Success programs set great companies apart from their peers. Aligning client and vendor goals to create mutually beneficial outcomes can make a big splash – not just on customer loyalty and happiness, but also your bottom line. That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards.

2020 40
article thumbnail

Customer Service

Win the Customer

Major Tech Brands enter the Wearables Business… Every major tech company has come out with a smartwatch. Samsung has done it, so has Sony, and now, with the Apple Watch, the world’s mightiest tech company has also come up with one. The entry of major companies into the smartwatch business has been hard on first movers like Pebble that were funded through best practices crowdfunding on Kickstarter.

article thumbnail

The Intersection of Profits, Marketing and Owning a Successful Business

BirdEye

The following content is from a guest contributor. Any business owner has multiple areas of their company that must be thought through, planned and managed each and every day. From production to sales to recruiting, it can easily get overwhelming. It’s crucial that a shop owner not take their eye off the ball when it comes to marketing. Without a robust marketing initiative, the business is setting itself up for stagnant growth and may find themselves in a perpetual ‘catch-up’ stage financially.

article thumbnail

Happy Global CX Day!

Cyara

Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!

2020 52
article thumbnail

Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

article thumbnail

CX Day 2020 | A celebration of providing safe customer experiences

SMG CX

To commemorate CX Day 2020—a global celebration of exemplary customer experience and the professionals who make it happen—we asked fellow SMG-ers to share some stand-out experiences they’ve had this past year and what businesses are doing to put customers’ health + safety first.

2020 52
article thumbnail

Happy Global CX Day!

Cyara

Happy Global CX Day from Cyara! On this, the first Tuesday of October, the CX community celebrates individuals, companies, and organizations that work hard to bring quality customer experience to their audiences. This year brought so many added challenges, so to celebrate CX Day, we’d like to shine a light on a few of our customers who’ve embraced the challenge of delivering superior CX throughout the many (thanks 2020!

2020 52
article thumbnail

Red Box Partners with RingCentral to Deliver Next-Gen Voice and Video Capture

CSM Magazine

Red Box partners with RingCentral to deliver next-gen voice and video capture integrated with unified communications for highly regulated businesses. Dedicated voice specialist, Red Box , today announced a new integration partnership with RingCentral , a leading provider of global enterprise cloud communications, collaboration, and contact center solutions.

article thumbnail

Accelerating Growth and Success Through Strategic Engagement

Strikedeck

Vincent Manlapaz, in an interview with David Ellin, talks about how to create meaningful business strategies and effective execution of it (including customer engagement, revenue growth, advocacy, and retention).

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

How to restart your customer experience programme

MyCustomer

Podcast: How to restart your CX programme. Chris Ward. Thursday, October 8, 2020 - 06:17. Customer experience management. Customer journey. Voice of the employee. How to restart your customer experience programme.

article thumbnail

Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT

Kate Nasser

Prevent conversation derailment is Twitter global #PeopleSkillsChat topic Sunday Oct. 11th 10am EDT. JOIN host Kate Nasser, The People Skills Coach™ to share your experience and perspective. The post Prevent Conversation Derailment: JOIN Global #PeopleSkillsChat Oct. 11th 10amEDT appeared first on KateNasser.com.

Sales 42
article thumbnail

Attentive & Optimove Announce Integration of Leading SMS, Relationship Marketing Platforms

Optimove

“Attentive, the personalized text messaging SaaS platform for innovative brands and organizations, announced its integration with Optimove… empowering customers to engage consumers using personalized text messaging alongside any 1:1 marketing channel while delivering a unified experience across them all.” The post Attentive & Optimove Announce Integration of Leading SMS, Relationship Marketing Platforms appeared first on Optimove.

article thumbnail

Introducing Forrester’s Digital Go-To-Market Review: Home Goods Edition

Forrester's Customer Insights

In a rapidly evolving retail environment, brand manufacturers that have traditionally sold through wholesale channels now need to think very differently about distribution. Some traditional wholesale partners are shrinking — meaning those (often long-standing) distribution partnerships simply can’t generate the sales and growth for brands that they did for decades.

article thumbnail

How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr