Mon.Nov 30, 2020

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Part 1: Not Making a Decision is Still a Decision

Team Support

In business and in life, making a decision is easy when you’re working with a true partner and together can weigh all the factors involved towards making the right decision. In a specific example, the same can be said when it comes to making decisions that impact your B2B customer support teams’ success. As a customer support leader, you have to make a million decisions a day, and many, if not most of them, involve helping to solve customer issues.

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The Best Customer Service Phrases That Will Help in Any Tough Situation

Win the Customer

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

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Unnecessary escalations

Zeisler Consulting

This spring and summer have been rough on travel. My partner and I actually had a hotel cancel our reservation after the world ended. It was complicated by the fact that we’d used a combination of credit card points and cash to make the reservation for two different rooms, one for us and one for my partner’s mother. It was probably the somewhat complicated nature of the way we originally placed the reservation that made getting our refund such a mess.

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Consumers Love Chat, but Businesses Aren’t Adopting It. Here’s Why.

Kustomer

One of the biggest shifts over the past few years? A digital-first mindset. While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better.

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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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Refresh Your Quality Monitoring Program with these 15 Best Practices

NICE inContact

In today's experience economy, quality is more important than ever. Consumers are much less tolerant of low quality customer service experiences. On the flip side, they'll reward exceptional customer experiences (CX) with more purchases and referrals. Under these circumstances, contact centers can't afford to have agents who are indifferent about or resentful of quality improvement efforts.

More Trending

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New Buyer’s Resource: Use Cases in Gartner 2020 Critical Capabilities Report

NICE inContact

Gartner recently published the 2020 Critical Capabilities for Contact Centers as a Service research report and NICE inContact received among the four highest scores in all use cases. We see this as a very useful resource and a real-world perspective on how NICE inContact CXone performs in key use cases for today’s contact centers including Customer Engagement Center and Agile Contact Center.

2020 62
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Customer Retention Management: How to Keep Customers from Jumping Ship

iPerceptions

What can a brand do to help convert customers into repeat and loyal brand advocates, and boost its bottom line in the process? The post Customer Retention Management: How to Keep Customers from Jumping Ship appeared first on Astute.

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5 Top Customer Service Articles For the Week of November 30, 2020

ShepHyken

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. 4 Tips for Getting Executive Buy-in on Your Customer Experience Strategy by Phil Britt. (CMSWire) With so much on the line for your customers, getting your leadership to buy in to CX strategies should be top of mind.

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Here’s how to unify the inbox and bridge the messaging gap

BirdEye

(Second post in our 6-part series on Customer Experience gaps, and how best to combat them. If you missed our post on the VoC gap, you can read it here.). Despite our businesses’ best efforts to manage and enhance customer experience, we’re often subject to gaps between how we’d like things to be and how things actually are. For instance, we’d like to be able to control the messaging channels in which our customers communicate with us, funneling them to our preferred alternatives.

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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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The Best Customer Service Phrases That Will Help in Any Tough Situation

Win the Customer

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful. However, communicating well 24/7 can be difficult.

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CRM Hack: Customer Tier and RFM Segmentation

Optimove

Let’s talk about Customer Tier and RFM, or Recency, Frequency, Monetary – a known customer segmentation method in various industries. There are many different ways to segment your customers into meaningful groups. However, chances are you may still be left with large groups that clump many different types of customers together. Segmenting customers based on two or three attributes at once rather than separately, can provide your CRM marketing team with much more information.

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Who Are Your Fab 5?

Chadwick Martin Bailey

Who are the 5 people you regularly interact with in your professional life? Michael Veltri asked this key question during his virtual appearance at my company’s Virtual Sales Kickoff. His ideas about connection are especially relevant in a pandemic, where travel is limited, and our worlds can shrink unless we’re engaging regularly with clients, prospects, colleagues, and industry professionals.

Travel 52
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“We’re just about delivering happiness” Tony Hsieh

Smith+co CX

Tony Hsieh, 46, the former CEO of Zappos, died on Friday from head injuries sustained during a house fire whilst he was visiting friends in Connecticut. He was an inspirational thinker who will be sadly missed. We were privileged to interview Tony in 2010 for our book, ‘Bold-how to be brave in business and win’. He epitomised the principles behind our book and lived by the mantra ‘Delivering happiness’.

Culture 36
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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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Markies Monday: 3 Benefits of Leveraging Automation to Better Serve Your Customers and Improve ROI

Oracle

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. Be sure to check back each week to learn how Oracle CX customers drive success and build customer relationships that last. The Upshot Award for Best Demonstrated ROI in Service honors those who keep a watchful eye on performance and put analytics insights to work in their service experiences—realizing major ROI in the process.

ROI 40
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How are customer relationships changing in 2020 and beyond?

MyCustomer

Loyalty How are customer relationships changing?

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Get Your Design System Right: Approach It Like A Product

Forrester's Customer Insights

When you hear “design system,” what words come to mind? If you’re like most design leaders I speak with in my role as an analyst covering this space, “consistency,” “scale,” and “components” are the words that bubble up. And that makes sense because it’s true that design systems help teams scale good product design decisions […].

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Brands, be brave! Netflix CMO shares how to connect with customers in uncertain times

Qualtrics

In our latest WorkDifferent event, Bozoma Saint John, CMO at Netflix, talks about how ‘bravery’ is a key tool for brands that can help them keep hold of their customers and audiences. With a career spanning iconic brands including Pepsi, Uber, and Apple, Bozoma Saint John knows what it takes for brands to be effective in a crisis. In the uncertain months ahead, she says, bravery is the key that will make or break companies: “For me, bravery is being able to be vulnerable.

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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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Innovators 101: How To Secure Innovators’ Engagement During A Pandemic

Forrester's Customer Insights

I’m having many conversations with ideators, innovation teams, chief data officers, chief innovation officers, and product design teams about how to secure high engagement levels while everyone works from home, leaving corporate innovation labs and centers orphaned. In my honest opinion, this is a real challenge! Innovation workers require connecting with teammates to collaborate on […].

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How AI Can Support Finance

CSM Magazine

With constant technological developments, it’s only normal that there are always new areas where artificial intelligence can be used. In addition to AI, machine learning and deep neural networking are also finding their place in the world. From business operations to personal everyday activities, AI’s impact on the world is seen through countless applications.

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Cyber Monday Sale: 4 Offers To Make The Most Of 2021

Kerry Bodine

2020 has been a year … And we’re crossing every finger that 2021 is going to be brighter and better. We want to help you make that happen with four offers to bolster your customer experience efforts over the upcoming year. Now through Friday, December 4: Save $500 on our Journey Mapping Master Toolkit , the industry’s only solution to combine the expert instruction and ready-to-use tools you need to create effective journey maps.

2021 14
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Nov 30 – Customer Success Jobs

SmartKarrot

Role: Senior Customer Success Manager Location: Sydney, New South Wales, Australia Organization: Humanforce As a Senior Customer Success Manager, you will lead the team in focusing the efforts to drive multi-phase benefits in terms of realized output and adoption. Assist with the creation of and provide leadership to the Customer Success team through coaching, supporting, and empowering people to drive results.

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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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Innovation Interview: The pandemic’s effect on media

PK

Did the COVID-19 pandemic change the media and entertainment industry, or did it accelerate a trend that was already taking place? For my latest Innovation Interview, I spoke with PK’s […]. The post Innovation Interview: The pandemic’s effect on media appeared first on PK.

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Alchemer University Launches New Logic Courses

SurveyGizmo

New?Alchemer University?Content Helps Improve Experiences and Reduce Fatigue ?. By Alli Milne, Andrew Sturtz, Bonnie Demuth, and Ron Quan – the Alchemer Learning and Development Team. The?new Logic?Program?includes?five?courses to?help you understand how to build different types of logic and how to creatively use each type to improve your respondents’ experience and prevent survey fatigue:??.

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Digital Go-To-Market Review: Beauty Brands

Forrester's Customer Insights

Forrester’s Digital Go-To-Market Review evaluates brand manufacturers and how well they are positioned to thrive independently of online marketplaces and even traditional retailers. In our second edition of this study, we focused on the beauty goods sector, evaluating 34 brands on five elements for a total of 20 attributes. From this review, we rated seven […].

Brands 55
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Pandemic-Driven Early Holiday Promotions Cannibalize Email Marketing and Sales on Thanksgiving and Black Friday

Oracle

Concerned about the effects of new pandemic-related restrictions on their operations and consumer optimism, retailers launched their “Black Friday” email promotions early—and the impact of that decision could plainly be seen in Thanksgiving and Black Friday email volume and retail sales. Increased email sends. Oracle CX Marketing Consulting predicted a 10% increase in email volume on Thanksgiving and a 3% increase on Black Friday during their Choosing the Best Days to Send Email Camp

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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