Fri.Nov 06, 2020

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CX measurement for ultimate accountability

Customercount

CX measurement allows you to gain first-hand feedback and knowledge of the experience your contact center is delivering to your customers. The post CX measurement for ultimate accountability appeared first on CustomerCount.

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4 Efficient Ways To Improve Customer Experience and Loyalty

Win the Customer

In simple words, customers rarely remain loyal to brands that compromise on their experiences. Read on to learn more about what it takes to improve customer experience and loyalty. You must’ve come across these one-liners if you’re a business owner: the customer is always right, the customer is king, or, the customer knows. An in-depth look at the one-liners reveals that all power, as far as buying a product or subscribing to a product is concerned, rests with the customer.

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How to prepare your contact centre for Black Friday and beyond

Eptica

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time.

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Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience. Have you ever been inside a Whole Foods that sells Louis Vuitton bags? Most likely no. Whole Foods understands what drives their customers’ purchase behavior.

Insights 101
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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!

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Shaping Business Growth Through Customer’s Feedback

Strikedeck

Vincent Manlapaz, in an interview with Ronni Guan talks about the importance of listening to customer feedback. She also shares critical insights to consider during the customer journey and how to improve it.

More Trending

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How to Manage Customer Service During COVID-19 Holiday Season

Myra Golden

This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

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How To Benchmark Your NPS

ChurnZero

This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. But what does that NPS number really mean? Sure, a positive number is positive, and a negative number is, well, negative, but how do you know when your NPS is good, and when it has room for improvement?

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Collect feedback and connect with customers through mobile app surveys

Qualtrics

Many companies with a mobile app are missing out on valuable customer feedback. Find out how you can take advantage and connect with customers using a mobile app survey. As the customer journey becomes more and more digitized , your mobile app should be a vital channel that supports your business goals. This way you can easily reach your customers and gather valuable insights about their experience.

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BPO, KPO, LPO: Which One Is the Best for Your Law Firm?

Magellan Solutions

Are you thinking of outsourcing some of the tasks in your law firm? If so, you have made a wise decision. But the global outsourcing industry is vast. It can be tricky to choose which service provider is best for you. During your search, you might have encountered acronyms for different types of outsourcing, such as BPO, KPO, and LPO. But what exactly do they mean?

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The 2023 Verint Experience Index: Retail

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

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5 Marketing Strategies for Enterprise Business Success

CSM Magazine

There are many reasons why a marketing strategy is important for every business. Every business’s success depends on many different factors, but no matter how good your products and your employees are, in the end, your marketing strategy will be what makes or breaks your business. Of course, not all of your marketing campaigns will be as successful as you hope.

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Build Customer Expectations into Plans and Direction

Brad Cleveland Blog

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you ensure customer expectations are built into your plans and direction? Let me make some recommendations: First, make sure that your … The post Build Customer Expectations into Plans and Direction first appeared on Br

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Design For Change: Uncertainty Can Lead To Positive Outcomes

Forrester's Customer Insights

2020 is a year of change. At a rapid pace, we all had to adapt to the effects of the pandemic and change our usual ways of working, educating our children, interacting with each other, and conducting business. Change affected all of us in similar ways, but our ability to adapt to change varied. Neurosciences […].

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How To Secure Executive Buy-In

Vanilla Forums

We’ve talked a lot about the need for executive buy-in on basically every major project, plan or strategic initiative that you may have, including your community rollout, but it’s easier said than done, right?

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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.

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What Makes a Modern Seller?

Oracle

Recently, Oracle, along with Beagle Research Group, interviewed 500 sales professionals for the Getting Past the Breaking Point of Yesterday’s CRM report. The research tells us more about the role of the modern seller and how they’re adapting to an increasingly digital sales world. Here are some of the findings from the report. 1. The modern seller works nontraditional hours.

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Uplight Helps Colorado Fire Victims

Uplight

This year wildfires have spread across the Western part of the U.S., even to our backyards for Uplighters living in Colorado. October in the Western region especially has seen extensive fire growth due to dry conditions. It has caused many evacuations and loss of homes. While heartbreaking to watch, the Uplight community came together to Read More. The post Uplight Helps Colorado Fire Victims appeared first on Uplight.

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The Essential Guide to Leading and Lagging Indicators in Customer Success

SmartKarrot

To successfully conduct your business, you need to have full control over it. There are many key performance indicators that companies use to gain complete visibility of their business operations. These indicators can be grouped into two categories – leading and lagging indicators. Business performance indicators are usually measured in advance so that the outcome can be adjusted in the favor of the organization.

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The New Operating Model Is Upon Us

Forrester's Customer Insights

The world didn’t stop when the global health pandemic clobbered businesses around the globe. Companies large and small stepped up to the plate to find creative solutions. This accelerated an already ongoing trend for companies to become future fit — i.e., adaptive, creative, and resilient. For many companies, that meant accelerating DevOps practices to help […].

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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.

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Watch: CRM Hack on Power Measures, B2CRM Weekly News Update, and CRM Analysis on William Hill

Optimove

PostFunnel Insider is Optimove’s series of CRM know-how, tips, news, and analysis videos. This time, we got the weekly news update, a new CRM hack on power measures, and a deep analysis of William Hill. All previous weekly shows All our videos on Optimove’s Youtube channel. B2C CRM NEWS Update: Q3 ad spend, Under Armour announcement, and Charli D’Amelio.

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Nov 6 – Customer Success Jobs

SmartKarrot

Role: Vice President of Customer Success Location: Remote, United States Organization: Lionbridge As a Vice President of Customer Success, you will develop and implement a strategic customer success program, increase wallet share, identify areas of opportunity to cross-sell and support new business growth. Lead and build out a Customer Success team that is best in class.

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Hold the phone: Why Bell needs to listen to customers and employees

Keatext

The post Hold the phone: Why Bell needs to listen to customers and employees appeared first on Keatext.

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Khoros Kudos 2020 Winners

Lithium

Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year, we asked them to tell us their success stories, so that we can celebrate their achievements with the Khoros Kudos Awards. We were amazed at the submissions.

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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

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NPS Benchmarks 2020: National Park Service, USAA, Trader Joe’s, And Navy Federal Top The Ranking

Forrester's Customer Insights

We just published the Net Promoter Score (NPS)* 2020 results for 250 brands in 14 industries in the US: This is the second year that we have reported on these results and the first time that our study includes utilities. You can find our previous 2019 Net Promoter Score ranking here. We publish these scores […].

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Khoros Kudos 2020 Winners

Lithium

Khoros customers are leaders and champions of progress in many different industries. Their innovative solutions, dedication to customers, and overall awesomeness make us proud to be their partners. This year, we asked them to tell us their success stories, so that we can celebrate their achievements with the Khoros Kudos Awards. We were amazed at the submissions.

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Top SurveyGizmo Alternatives

SurveySparrow

Alchemer (formerly known as SurveyGizmo) is an online survey platform which helps businesses make informed decisions by getting customer feedback. They collect more than 7.5 million responses every week. The tool boasts of customers like FedEx, Bloomberg Television, GE, ESPN, Microsoft, IBM, etc. It offers efficient data collection and analysis for businesses.

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How Data-Driven Customer Engagement Drives SAP’s Customer First Vision

Totango

When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a data-driven customer engagement model. SAP, whose products play a role in 77% of the world’s transactional revenue, managed to implement a customer-centric approach across its vast network by identifying a series of key customer metrics and using them to trigger timely and effective engagements.

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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