Russel Lolacher

MARCH 29, 2021

The thing about expectations is they never go down. SMS self service is no different. Customers are getting exceedingly comfortable navigating digital engagement with brands. And the expectations they have around what service will look like in that landscape continues to rise, whether your organization is ready or not. It’s often said that customers aren’t comparing you to your direct competition, they are comparing you to their last great customer experience.

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Engagement 2021 Banking Hotels 52

ShepHyken

MARCH 29, 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. How Disney Knocks it Out of The Park With an Excellent Customer Experience (And How You Can Too) by Ellen Christenberry.

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Article 2021 Customer Service Competitive Advantage 76

Alida

MARCH 29, 2021

A video survey is a qualitative research survey with one or more embedded video questions.

Customer Engagement 130

Customer Engagement Engagement Customers 130

NICE inContact

MARCH 29, 2021

No one would disagree that technology has improved customer service exponentially. Technology continues to enable contact centers to operate more efficiently, to be responsive in real time, and to create customer experiences that exceed their expectations, especially across an expanding array of digital channels.

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Contact Center Technology Customers Customer Service 62

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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.

Customers

Hero Digital

MARCH 29, 2021

It’s been a long day – you sit down on the couch, ready to relax with a program. But what will you watch? If you’re like most streaming network customers, you will spend close to 20 minutes browsing before feeling confident in your choice to press “play.”. This indecision can cost customers time and frustration, which in turn can cost businesses money and customer trust.

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Customer Confidence Download Banking User Experience 54

Uplight

MARCH 29, 2021

Adding more digital channels to the customer engagement mix can make creating a consistent customer experience even more challenging. Watch the video to learn how Uplight’s Digital Customer Engagement solutions help utilities leverage every digital touchpoint such as email, online portals, alerts and mid-cycle updates, and home energy assessments for both residential and non-residential customers.

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Customer Engagement Engagement Touchpoint Customers 52

Doing CX Right

MARCH 29, 2021

Creating a great patient experience requires planning, constant feedback & flawless execution. Stacy Sherman explains how to do it right in magazine. The post The Patient Experience – How To Do It Right appeared first on Doing CX Right.

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Magazine Feedback Voice of Customer Insights 52

NICE inContact

MARCH 29, 2021

Some health care organizations and providers have taken note of and have already moved into the future. For example, some New York City providers use text message patient outreach to keep track of patients who cancel appointments, which has made a serious dent in patient no-show rates. Another multi-regional organization is tapping chatbot technology to supplement call center patient outreach and push out coronavirus test results in near-real-time.

Consumers 62

Consumers Call Center Technology Customers 62

Doing CX Right

MARCH 29, 2021

Customer expectations are changing as we transition out of a pandemic. I'm sharing valuable data and predictions to support your success. The post What Are Customer Expectations in 2021? 6 Data Driven Predictions appeared first on Doing CX Right.

Customer Expectations 52

Customer Expectations 2021 Customers Measurement 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

CSM Magazine

MARCH 29, 2021

Are you really showcasing your company culture to your customers? Here are some of our tips to help you turn this into a reality. . In 2021, company culture is so important, especially if you want to come up against your competitors. There are tons of companies around the world that have made a name for themselves as being a great place to work. This kind of view allows customers to connect with the team and really get on board with the company culture.

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Culture Social Media 2021 Events 59

SurveySparrow

MARCH 29, 2021

By using market analysis tools, you will be able to get a lot of information about customers, competitors, industries, and so on. It will put you in a position where you could act upon the information received to make business changes. . So, what exactly is market research? It is the process of collecting information in such a way that it will provide you with a deep understanding of your customer’s thinking, market trends, competitor analysis, customer buying patterns, etc. .

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Marketing Social Media Brands Information 52

CSM Magazine

MARCH 29, 2021

Any industry needs to consider the what-ifs that may impact their organization and, more importantly, their customer base. From catastrophic failures to minor inconveniences, setting up a position and program for you to mitigate any potential for issues should be a priority to help foster positive views toward your brand. The goal is to have a representative that can help put your customer at ease, build trust that the outcome will be the best possible, and disarm the situation through authentic

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Customer Service Customer Service Representative Communication Customers 52

Magellan Solutions

MARCH 29, 2021

When done correctly, Legal Outsourcing can do you wonders. It can potentially increase your income, customer trust, and efficiency. It can even let you expand and save money. But outsourcing service comes with risks that you must consider first. Business jumps into hiring a legal outsourcing partner without considering all aspects of it. Such as its compatibility with the overall procedure and relevance with the goal and vision of the firm.

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E-support 2013 E Commerce Call Center 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

Forrester's Customer Insights

MARCH 29, 2021

I speak with companies weekly about the growing importance of digital accessibility, and prior to 2020 those conversations almost always started with this question: “How do we make our sites and apps accessible so we don’t get sued?” It’s a fair question — after all, the number of web and mobile accessibility lawsuits has increased […].

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2020 Measurement Customer Experience Customers 51

SmartKarrot

MARCH 29, 2021

To generate revenue for a business, people think sales are the key. However, there is another way to improve your business. A great way of revenue generation that is not utilised is expansion revenue. Expansion revenue is something that needs to be improved and tracked. It is necessary for customer retention and has proven to be cost-effective as compared to bringing in a customer.

Metrics 19

Metrics Customer Journey Demo Customer Retention 19

Oracle

MARCH 29, 2021

Email marketing is a complex channel that’s routinely underappreciated by outsiders—and particularly by executives. That became all the more clear when I recently fired off this tweet : Things people say that make me think they don’t really understand #emailmarketing : “Sending an email is easy." “Email marketing is cheap." “There are no rules.

Marketing 108

Marketing Omnichannel 2021 Advertising 108

SmartKarrot

MARCH 29, 2021

Role: Sr. Director/Vice President, SaaS Customer Success Location: Reston, VA, US Organization: Resonate As a Sr. Director/Vice President of SaaS Customer Success, you will be responsible for creating scalable customer success operational processes and services that optimize the customer experience and ensure that all clients receive immediate and ongoing value from their engagement with Resonate.

Customer Success 10

Customer Success Travel Customers Management 10

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

Influitive

MARCH 29, 2021

UserTesting is a truly customer-obsessed organization. If their software didn’t give that away, a tool used to modernize customer feedback, then their Influitive-powered advocacy program certainly would! CommUnity is the name of UserTesting’s award-winning advocacy program and its success has been spearheaded by Lauren Turner, their Senior Customer Marketing Manager.

ROI 64

ROI Marketing Feedback Customers 64

Optimove

MARCH 29, 2021

“As a vehicle for building a community around a brand or business online, social media is virtually unbeatable. However, with the number of people and organizations attempting to do the same, communications professionals need to refine their approach to gather a loyal community of followers.” The post 16 Inspiring Ways To Build A Community On Social Media appeared first on Optimove.

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Social Media Communication Brands 52

Forrester's Customer Insights

MARCH 29, 2021

Tariq Fancy – BlackRock’s former Chief Investment Officer of Sustainable Investing – caused an uproar recently when he denounced sustainable investing as just “marketing hype” and “PR spin.” Well, the spin is clearly working, with Morningstar announcing record inflows into sustainable funds in Q4 2020. Financial services firms have a large role to play in […].

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Financial 2020 Marketing Insurance 41

Optimove

MARCH 29, 2021

“Optimove, the leader in CRM Marketing, today announced the launch of its new realtime segmentation capabilities, which combined with the existing next-gen AI-driven CRM journey orchestration technology, provides brands with unmatched customer analysis, segmentation, and communication power.” The post Optimove Combines Realtime Segmentation with Predictive and Historical Data for Hyper-Personalized CRM appeared first on Optimove.

Communication 40

Communication Technology Brands Marketing 40

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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

Brandwatch CX

MARCH 29, 2021

2021 52

2021 52

Optimove

MARCH 29, 2021

The post 3 Personalization Strategies that Increase Revenue appeared first on Optimove.

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Brandwatch CX

MARCH 29, 2021

Consumers 52

Consumers 2021 Technology 52

ClientSuccess

MARCH 29, 2021

Starting a new job is an exciting endeavor, but there is always a bit of a knowledge curve when it comes to joining a new company. This learning curve can be even steeper for new CSMs, since the details of customer accounts can be largely attributed to ‘tribal knowledge’ rather than actual repeatable processes. While most organizations have their own onboarding processes and plans, there are some key action items required specifically to bring new CSMs up to par on new accounts.

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Leadership Webinar Customer Success Metrics 77

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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