Beyond Philosophy
JANUARY 12, 2022
What would it be like if your printer sent you an email to let you know it needed ink? Or if your car could tell you that you need to take it in for transmission service? Or if your refrigerator could tell the repair professional what was wrong with it before you ever said a word? Sound like a futuristic take on product technology? It is, and it’s called the Internet of Things (IoT).
ShepHyken
JANUARY 12, 2022
There is a term in the customer service world that is often misused or misunderstood. That term is omnichannel. I have had many conversations with clients about the omnichannel experience, and I’ve even shared content about it with our subscribers in the Shepard Letter and my videos. It’s time to bring it back with what may be the perfect example. .
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Beyond Philosophy
JANUARY 12, 2022
Proactive is a key word for me for the future of experiences and customer strategy. Anticipating the needs of your customers is going to be the next level of exceeding their expectations. However, to be proactive, you need to add a new voice into the mix with the “Voice of the Customer (VoC).” It’s the “Voice of the Product (VoP),” and it can tell you a lot about what your customers want.
Stella Connect
JANUARY 12, 2022
Customer service is one of the most significant differentiators between your brand and the competition, but its success solely depends on the performance of agents on the front lines — which is why your training program needs to include initiatives that improve agent engagement. From motivation and performance to empowerment and retention, engagement itself is connected to other key areas that deserve priority.
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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.
Blueshift
JANUARY 12, 2022
Imagine this: you’re a marketer who’s trying to sell a streaming service or social media platform to a goldfish. Sounds tricky, right? Considering the theory that’s been swirling around the past few years — that humans now have an eight-second attention span. The post Keep Subscribers Coming Back with These Top 5 Omnichannel Campaigns appeared first on Blueshift.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Help Scout
JANUARY 12, 2022
Follow these nine startup customer service tips to get started creating an excellent experience for your prospects and customers.
Upstream Works
JANUARY 12, 2022
The demands facing contact center systems are getting more complex and more varied than ever before. Driven by a desire to cut costs with operational efficiencies and provide a better omnichannel experience to an increasingly digital customer base, executives are honing in to upskill their contact centers. Customer interactions aren’t what they used to be, and if you’re wondering whether your contact center operations are meeting expectations or if it’s time to innovate, keep r
Myra Golden
JANUARY 12, 2022
I had an inspiring video meeting with a long-term client I started working with in 2018. My client is now at a new company, and she reached out for de-escalation training. It turns out I’m already working with her new company for de-escalation train-the-trainer. My client, thrilled that my training is already available to her at the new company, shared her favorite tactic from my training with me.
One Millimeter Mindset
JANUARY 12, 2022
How well do your professional goals complement your sense of strategic purpose? Is your professional glass half empty or merely half full? Consider that your strategic purpose is changing. It is time to re-write your Strategic Professional Purpose Playbook, together with me. . This change is in response to your collective professional experiences, regardless of how long you have been working.
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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
West Monroe
JANUARY 12, 2022
Enterprise software is rapidly moving away from the traditional sales-led growth model. It’s being replaced by product-led growth, where the primary mechanism to acquire, activate, and retain customers is largely embedded into the product’s function. In fact, Gartner predicts this type of revenue enablement model will define most of the highest-growth companies over the next several years.
CSM Magazine
JANUARY 12, 2022
Savvy customer service managers know the substantial compliance risk created by any communication that goes to the wrong recipient under the Telephone Consumer Protection Act. Robert McKay, SVP of Risk Solutions for Neustar , looks at the recently rolled out Reassigned Numbers Database (RND). According to the Federal Communications Commission, callers must obtain consent from the person actually called, not the person they intend to call.
Natalie Petouhof
JANUARY 12, 2022
Original Article Published on Martech.org by Kim Davis. “You have two assets without which you cannot have a business – customers and employees,” said Natalie Petouhoff. “Yet they’re not on the balance sheet and we don’t design experiences to maximize their potential.”. Dr. Petouhoff works on customer experience business and value consulting, as well as sales enablement, with the executive team at Genesys, a cloud CX platform.
Playvox
JANUARY 12, 2022
Across business functions, the contact center has undergone more dramatic change than most during the past two years. Customers have flocked to service and support channels for all sorts of reasons, and the pandemic has only exacerbated fluctuations in volume, the need for accurate forecasting, and the competition for highly qualified agents. The macrotrends of staffing pressures , flagging loyalty, and omnichannel service are driving the demand for new solutions that help alleviate blind spots
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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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ClientSuccess
JANUARY 12, 2022
Building a customer team can sometimes include trial and error. From your internal side, you need people on your team who understand the product, your customer’s goals, and what they are trying to achieve with your solutions. On the customer side, you need to work directly with advocates of your product, leaders who understand the value of adoption and growth, and other critical contacts.
Merkle
JANUARY 12, 2022
2020 was the year marketers stood up ecommerce and digital experiences at lightning speed, and in 2021, marketers were challenged to make every interaction online and offline seamless. We were challenged to create experiences that put consumers in the driver’s seat, re-engage customers who stopped engaging during the pandemic, prioritize consumer privacy with data collection, and start marketing to a new generation of customers.
Help Scout
JANUARY 12, 2022
This Ask Help Scout column includes advice on getting your customer service staff interested in writing more help documents — and creating space for them to do so.
SurveyGizmo
JANUARY 12, 2022
Global leader in survey, customer experience, and VoC technology completes rigorous audit demonstrating commitment to security, privacy, and regulatory compliance. LOUISVILLE, COLORADO, JANUARY 12, 2022 – Alchemer (formerly SurveyGizmo) – a global leader in Customer Experience (CX) and Voice-of-the-Customer (VoC) technology – announced today the successful completion of its Service Organization Control (SOC) 2 Type 2 examination, which demonstrates compliance with the leading industry standards
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.
2020 Research
JANUARY 12, 2022
7 Best Practices for Screener Writing. Download Our Latest Guide. Finding the right respondents is crucial to any research engagement but compiling the most representative global sample requires that your recruitment efforts are comprehensive. So, what can you do to make sure you secure your target audience to deliver the insights you need? First, write a great qualitative recruitment screener!
SmartKarrot
JANUARY 12, 2022
Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Develop a scalable elegant and innovative customer success playbook that sets clients up for success and maximizes the value of BetterUp Care offerings.
Zeisler Consulting
JANUARY 12, 2022
I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature: There was a technical issue that was quickly and easily rectified, but on further inspection (the technical issue brought to light), I realized that I wasn’t really getting what I’d expected out of the services I was paying for.
Merkle
JANUARY 12, 2022
In today’s landscape of fragmented consumer behavior, media consumption, and attention spans, strategic partnerships present exciting opportunities to introduce brands to consumers in new and unexpected ways. Over time, partnerships can achieve a variety of customized goals and initiatives unique to each brand’s needs and vision.
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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.
Totango
JANUARY 12, 2022
Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time. When hiring for a CSM, leaders look for candidates with a variety of skills, from relationship building and emotional intelligence to resourcefulness and technological in
Kustomer
JANUARY 12, 2022
Workflows are one of the most powerful features of the Kustomer platform. You can build a Workflow to automate just about any process you see fit, from eliminating tedious manual tasks, to integrating with another connected app outside of Kustomer. This can sometimes be a double-edged sword, as Workflows can get very robust and dense quite quickly. It becomes imperative to understand what data you are sending from one step to the next within your Workflow.
Zeisler Consulting
JANUARY 12, 2022
I had a support incident a while back with one of the service providers we use in our home. In fact, I had two incidents in close succession with two different brands. Each situation was similar in nature: There was a technical issue that was quickly and easily rectified, but on further inspection (the technical issue brought to light), I realized that I wasn’t really getting what I’d expected out of the services I was paying for.
The DiJulius Group
JANUARY 12, 2022
Chief Revolution Officer John DiJulius of The DiJulius Group discusses why we need to stop calling the great resignation a labor shortage and start calling it a turnover crisis. Learn: Why CX Strong should be your company’s highest priority right now Why overall customer satisfaction is at a 15-year low What are the two biggest. Read Full Article. The post 068: Stop Calling It a Labor Shortage, It Is a Turnover Crisis appeared first on The DiJulius Group.
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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.
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