CSM Magazine

NOVEMBER 25, 2020

Everyone has heard the old adage, “The customer is always right.” It sounds really nice. However, anyone who has ever worked in customer service knows that it simply is not factual. Customers can be wrong, and they quite often are. People can get nasty when dealing with customer service representatives. Businesses in this field must work to walk the fine line between pleasing the customer and not letting the customer call all the shots.

Customer Service Representative 59

Customer Service Representative Customers Customer Service Management 59

ShepHyken

NOVEMBER 25, 2020

As we approach Thanksgiving, I can’t stop thinking about turkey and stuffing—and all the different ways to prepare them. Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” So, I’ve listed some of the essential ingredients. I’m sure you’ll have a few more to add to this list.

Customer Service 143

Customer Service Leadership Customer Service Training 2020 143

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

Totango

NOVEMBER 25, 2020

Today’s consumers have higher expectations for the companies they work with than ever before. The digital business landscape has made it so competitors can easily reach out to prospective customers with offers of enticing deals and promises of attentive service. As a result, if a user isn’t fully satisfied with their service , switching providers can be done in a day’s time.

Customer Success 107

Customer Success Net Promoter Score NPS Metrics 107

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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

Ecrion

NOVEMBER 25, 2020

What Is DX? | Why Is DX So Important? | How to Improve DX. No matter what type of business you operate, your customers’ digital experience is one of the most important metrics to focus on. This is especially true given the impact the COVID-19 pandemic has had on companies across the world. But not every entrepreneur fully understands what digital experience is or why it matters.

2020 98

2020 Fashion 2021 Metrics 98

Cyara

NOVEMBER 25, 2020

Many of the things we used to consider reassuringly normal around the holidays have been upended by the events of 2020. We’re traveling less ( 46% of US travelers planned less travel this year) spending less (retail sales are likely to drop 10.5%) and worrying more about our health, future and job security as the pandemic predictions stretch out into 2021.

Retail 90

Retail Travel Call Center 2021 90

iPerceptions

NOVEMBER 25, 2020

What people think of a brand can make or break it. So, how can you measure people's perceptions of your brand, and what can you do to lift them? The post Brand Perception: How to Measure, Monitor, and Improve It in the Age of CX appeared first on Astute.

Measurement 62

Measurement Brands Voice of Customer Marketing 62

Call Experts

NOVEMBER 25, 2020

Are you running a business? VoIP can be your best friend. Do you know what VoIP is? VoIP stands for Voice over Internet Protocol, and it refers to a group of technologies that use the internet to lead unified conversations. Through VoIP, your company creates access to a wide range of advanced contact center features and technologies like IVR and absence tracking hotlines.

Contact Center 64

Contact Center Call Recording 2020 Reference 64

Oracle

NOVEMBER 25, 2020

Welcome to Experience TV, a LIVE show on social channels about the economic revolution we’re living through, the Experience Economy, where brands compete on the quality of their customer experiences. Here on SmarterCX, you’ll find the replay of each episode and all resources mentioned within. Follow me, Katie Martell, on Twitter , LinkedIn , or the show’s Facebook page to catch future episodes.

2020 62

2020 Books Marketing Culture 62

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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

Comm100

NOVEMBER 25, 2020

There is a lot of curiosity surrounding the latest technological advancements, and Artificial Intelligence (AI) and Customer Relationship Management (CRM) are no different. Much of this speculation revolves around how to use these innovations to enhance customer service efforts, which has become such a crucial component of organizational growth today.

Customer Service 52

Customer Service Social Media Banking Customers 52

Calabrio

NOVEMBER 25, 2020

This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. The legendary Bob Dylan released his classic hit The Times They Are A-Changin’ back in 1964. More than half a century later, his lyrics couldn’t be more relevant. In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Zonka Feedback

NOVEMBER 25, 2020

Customer Satisfaction is the reason for survival and growth of any business, but if you want to attain an outstanding position in the market, it is important to delight your customers and improve Customer Experience. Researches suggest that 51% of consumers will stop shopping at a retailer after 1-2 poor in-store shopping trips.

Retail 69

Retail 2021 Feedback Customer Satisfaction 69

Comm100

NOVEMBER 25, 2020

Live chat has become one of the most popular customer service channels, so it comes as no surprise that there are many vendors to choose from. For most live chat buyers, set up and integration with your website should be an important part of the decision-making process. For some software, live chat website integration is straightforward and quick, while for others adding live chat to your website may be more complicated.

Information 52

Information Brands Customer Satisfaction 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

Chadwick Martin Bailey

NOVEMBER 25, 2020

After successfully transitioning to a completely virtual workforce earlier this year, CMB was faced with a new challenge this Fall: how to virtually raise money for the Leukemia and Lymphoma Society’s Annual Light the Night (LTN) Walk. Since 2008, LTN has been an integral part of the CMB community , with several in-person fundraising activities we look forward to year over year.

2020 52

2020 2008 Events 2019 52

DemandJump

NOVEMBER 25, 2020

Connecting with your audience is key to developing your brand and establishing visible authenticity with potential new audiences, which grows your business. That requires content—and lots of it. The content needs to be reliable, focused, organized, and strategic. Content marketing strategy dictates a specific message and a filtered way of distributing the message across various content mediums.

Marketing 105

Marketing Connections Brands Management 105

SmartKarrot

NOVEMBER 25, 2020

Role: Sr. Director, Customer Success Location: Denver, Colorado, United States Organization: Convercent As a Sr. Director of Customer Success, you will be responsible for developing the Customer Success Management team and associated practices to exceed revenue objectives from the customer base. Lead the CSMs through the development and management of strategic account plans and business reviews that can be used to create internal and customer alignment with their desired outcomes.

Customer Success 10

Customer Success Roadmap Customers Sales 10

DemandJump

NOVEMBER 25, 2020

It’s not uncommon to outsource some of your marketing help. It’s a full-time job for most people, and when you’re trying to run a business—or run the marketing for several—the actual creation of the content can get to be a lot. Of course, before you actually go signing any contracts with an outside source, it’s a good idea to know what they do and how they operate.

Marketing 98

Marketing Management 98

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

PK

NOVEMBER 25, 2020

As enterprises look for new ways to better serve customers and drive efficiency, one technology has risen to the top for its ability to streamline operations: Robotic process automation (RPA). […]. The post Bot monitoring: The untapped capability you need to drive RPA value appeared first on PK.

Technology 64

Technology Article Customers 64

DemandJump

NOVEMBER 25, 2020

Every major business—and a lot of the minor ones too—are producing content on an almost daily basis. Where is it all coming from? In a lot of cases, creative content marketing agencies are behind the scenes. Is there some secret sauce that makes them work? Definitely not, and knowing the ins and outs of a content marketing agency can give you some insight into what you should do—or whether you should hire one yourself.

Definition 98

Definition Marketing Insights Management 98

Vanilla Forums

NOVEMBER 25, 2020

There are dozens of tools that power your business across all departments. As you adopt more of these tools, having these disparate applications to talk to one another and share information is central to automating workflows and ultimately increasing productivity. However, thinking about integrations can be intimidating—it implies you need development resources, time and money, which a lot of the time, is difficult to acquire.

Connections 64

Connections Information 64

DemandJump

NOVEMBER 25, 2020

Effective content marketing blog strategies are built with intention. They are fueled by two essential drivers: your need to attract business, and your audience’s need for useful content. The best blog topics list should reflect what is trending within your industry and how your business’ unique take plays a role in it. Above all else, the topics you choose should provide real value to your customers and speak the language they use when searching for answers to their questions.

Blog 93

Blog Marketing Customers Management 93

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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

SmartKarrot

NOVEMBER 25, 2020

90%. That’s the rate of failure for the startups during their initial years. The challenge of acquiring its first 100 customers is something that every startup has to face. They don’t know if the product they are offering has any value until they start generating revenues. Acquiring the first cohort of customers is often more challenging than the later ones.

2021 11

2021 B2B Social Media Magazine 11

DemandJump

NOVEMBER 25, 2020

Connection with your brand’s marketing audiences is dependent on the quality of the content you produce. Make the right rhetorical decisions—develop content that is relevant and relatable—and you make a lasting connection that will be the support structure of your brand. Fail to make the right rhetorical decisions, and your brand becomes a lame duck.

Connections 90

Connections Brands Marketing Management 90

Kustomer

NOVEMBER 25, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Christine Deehring from Bump Boxes to explore the secrets to optimizing customer experience. Founder and CEO of the world’s #1 pregnancy subscription service, Bump Boxes , Christine Deehring, is driving a company with exemplary customer service agents to help ease the pregnancy process of expecting mothers.

Customer Experience 98

Customer Experience Culture Customers Feedback 98

DemandJump

NOVEMBER 25, 2020

The digital marketing arena can be aggressive and at times difficult to traverse. It's easy to spend hours researching your audiences, noting high-demand blog topics, and gathering data to make improvements to your content strategy. When it comes to blogs, however, there are a few time-tested tips and tricks when pursuing search engine traffic to understand what makes the best blogs stand out from the rest.

Blog 88

Blog Marketing Management 88

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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