Customer Bliss

NOVEMBER 18, 2020

Today’s guest post is from my good friend, Chip R. Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Chip is also a customer service keynote speaker who educates organizations on how to create a customer-centric culture.

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Magazine Metrics Customer Centricity Books 288

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. That’s a pretty big goal—making a customer stay for a lifetime. But if you break it down into smaller parts—as in the next time —it becomes much easier.

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Loyalty Books 2018 Customer Service Training 138

Hero Digital

NOVEMBER 18, 2020

Healthcare feels like it’s been on the verge of transformation for years, if not decades. Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. In a matter of months, COVID-19 changed all of that. The pandemic broke down longstanding barriers and accelerated digital health at a pace few could have imagined.

Customer Experience 98

Customer Experience Healthcare Download Roadmap 98

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on. It is important to identify ways to shorten and simplify onboarding so by the end of the process, there are a repeatable series of clear, logical steps that turn a new customer into a loyal customer

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NPS Feedback Customer Retention Measurement 77

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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.

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SurveyGizmo

NOVEMBER 18, 2020

By Cameron Settle. The voice of the customer is an incredibly valuable resource to all businesses. Acting on what customers say is how you make their voices come to life. Let’s take a look at some ideas you can use in your feedback survey to ensure you’re taking full advantage of the feedback you collect. . Logic and Send Email Actions. The Logic and Send Email Actions configuration is what we use to put feedback into motion.

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Feedback NPS Document Customer Centricity 92

ERDM

NOVEMBER 18, 2020

Article by Ernan Roman Featured on Adobe.com. Speed to market has always been a competitive advantage, but the pandemic has given it a different sense of urgency in the worldwide scramble to get enough personal protection equipment (PPE) to those on the frontlines. For DuPont, which has PPE as one of its main product categories, that has meant rethinking every aspect of its business, including product development, supply chains, partner relationships, and turning to technology, all with a laser

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Apparel Social Media Competitive Advantage B2B 52

CSM Magazine

NOVEMBER 18, 2020

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face. Ed Creasey of Calabrio discusses how successful Customer Service Managers can boost their skills to deliver exceptional customer experience (CX) in extraordinary times. Since the pandemic working from home and how we interact with each other has changed almost everything.

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E-support Customer Journey Mapping Return on Investment Competitive Advantage 52

The DiJulius Group

NOVEMBER 18, 2020

Chief Revolution Officer John DiJulius and Senior Customer Experience Consultant Dave Murray recap the amazing group of speakers who presented during week 5 of The Customer Service Revolution Conference, featuring Ken Blanchard, Adrienne Bankert, J.R. Heckman, Dave Murray, and John DiJulius. You will learn: How it all starts with having a vision of what.

Customer Service 52

Customer Service Consulting Presentation Article 52

iPerceptions

NOVEMBER 18, 2020

Well-executed call center capacity planning can be the difference between excellent and frustrating support experiences for agents and customers alike. See how automation can help. The post Call Center Capacity Planning: 3 Ways Automation Can Help appeared first on Astute.

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Call Center Contact Center Customers Management 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

MyCustomer

NOVEMBER 18, 2020

Engagement CX pioneers reveal what you should be prioritising.

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Engagement 103

SurveySparrow

NOVEMBER 18, 2020

Honoring the year’s most innovative ventures, & exceptional accomplishments, Red Herring’s Top 100 North America Award brings together C-level technology entrepreneurs, corporate strategists, and venture financiers from across the continent. Being one of the most prestigious awards in the SaaS industry, we are most excited to tell you that SurveySparrow has been selected as a Finalist!

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2020 2017 Omnichannel Innovation 59

InteractionMetrics

NOVEMBER 18, 2020

NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times. Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times. Take a Listen! They agreed that when the world is in flux, it’s more important than ever to understand what’s going on with partners, customers, and employees.

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Banking 2020 Metrics Insights 52

CSM Magazine

NOVEMBER 18, 2020

Modern problems require modern solutions: as the lockdown has proved, many businesses are now utilizing the internet to send their employees to work remotely. It is the solution that has already helped many people to keep their working positions, and even allows companies to hire new specialists from anywhere in the world. Changes in working schedules and unstable communication can harm your employees’ productivity and may even lead to anxiety or burn out.

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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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Forrester's Customer Insights

NOVEMBER 18, 2020

2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down. How should European consumer marketing leaders prepare for the coming year? They must get ready for a digital ecosystem with fewer third-party cookies and device identifiers, all while navigating an unpredictable […].

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2021 B2C Marketing Healthcare 49

Keatext

NOVEMBER 18, 2020

The post Truth in banking: What customers really have to say about RBC appeared first on Keatext.

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Banking Customers Feedback Customer Experience 52

Forrester's Customer Insights

NOVEMBER 18, 2020

Every year, more firms reach out to me to explain how they’re delivering their own brand of “digital transformation” to clients. When last I checked, I’m tracking over 170 vendors. Needless to say, some of these firms are much more adept at delivering effective transformation services than others. The simple truth is, almost every vendor […].

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Brands Consulting Customer Experience Customers 49

Qualtrics

NOVEMBER 18, 2020

When it comes to your digital products and experiences , design is a critical lever. Read on to learn what UX design is, the role it plays in delivering a better customer experience, and how to support your user experience teams. A law school student turned UX designer once said: In many professions, like law for example, you are always trying to be right.

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User Experience Net Promoter Score E-support Measurement 26

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

Forrester's Customer Insights

NOVEMBER 18, 2020

Our research shows that customer experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Yet most of the world’s largest financial services businesses cannot clearly answer the questions: “How much is CX improvement worth in annual profit?” or “How much of the annual profit […].

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Insurance Banking Connections Customer Experience 28

Qualtrics

NOVEMBER 18, 2020

Today, Qualtrics is introducing district dashboards in preview, the latest iteration of the National COVID-19 School Response Dashboard. Earlier this fall, we partnered with Brown University Professor Emily Oster and various school superintendents and principals associations to unveil the dashboard – the first nationwide effort that systematically maps schools’ responses to the pandemic across the U.S.

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Information Customers Customer Experience 26

PK

NOVEMBER 18, 2020

Postman, a market leader in collaboration platforms for API development, recently released its annual State of the API survey. The report, the largest and most comprehensive survey of the API […]. The post Postman State of the API: Where are the citizen developers? appeared first on PK.

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Marketing Innovation Article 96

Zeisler Consulting

NOVEMBER 18, 2020

We’re up now to the fourth of the Five Principles of CX: No Near Misses. We’ve covered already how it’s our responsibility to avoid issues in the first place (Principle 1, Get It Right ) and how important it is to keep the lines of communication open and take on the stress of our own internal processes so our Customers don’t have to (Principles 2 and 3).

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Airlines Definition Communication Customer Expectations 72

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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 18, 2020

The school of marketing teaches you the subtle art of enticing and converting prospects. In the SaaS industry, the whole ball game is about turning a prospect into a potential, loyal brand advocate. Your existing client base is more like a lucrative offspring of the newer and existing opportunities that you must not wash your hands off. In such a case, you must delve into the chapters of SaaS customer marketing and know, how to ace business.

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Marketing Fashion Customer Retention Customers 10

ReviewTrackers

NOVEMBER 18, 2020

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SmartKarrot

NOVEMBER 18, 2020

The expectations of the customer are on the rise. In such a scenario, it is much-needed to be on par with their taste. And that is why you must zero in on pursuing customer excellence. The term simmers down to emphasizing efforts to generate front-end changes that surface perfection. Here are 10 such essential tips that can help you achieve customer excellence in no time.

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Multi-Channel Customer Success Customers Social Media 10

Forrester's Customer Insights

NOVEMBER 18, 2020

It’s not that I’m not a gamer. I enjoy board games and card games: Trivial Pursuit, Settlers Of Catan, SET, Hive. I’m up to level 3056 in Two Dots. As a kid, I played Super Mario Land on my brother’s GameBoy and Sonic The Hedgehog on the family Sega Genesis. But I’ve never been one […].

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Retail Management Customers 72

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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