Martin Hill-Wilson
JANUARY 19, 2021
Why Now? Ever since the pandemic struck, empathy has been bubbling up to become part of our current zeitgeist. Service, Sales, CX, Marketing and leadership in general are all being persuaded of its importance. An online search of recent evangelising reflects new-found popularity: Guide to Empathy in Customer Service. How to Use Customer Empathy To Get Repeat Business.
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
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Strikedeck
JANUARY 19, 2021
Vincent Manlapaz, in an interview with Harpreet Oberoi shares his thoughts on why organizations should keep their laser focus on meeting and achieving customers' desired outcomes. The post The Path to Sustainable and Reliable Business Partnerships first appeared on Strikedeck | Customer Success Platform.
One Millimeter Mindset
JANUARY 19, 2021
If your goal is to lead strategically, consider the value of repeatedly seeking new jobs that keep you working in departmental silos. New job. New silo. Same old thing. Depending on your organization’s size, these silos can be big. Yet no matter how far you “travel” to collaborate cross-functionally, you never leave the silo you operate within.
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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.
ShepHyken
JANUARY 19, 2021
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Top Takeaways: Companies and brands are connecting in new and different ways. The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Magellan Solutions
JANUARY 19, 2021
Healthcare is the largest and fastest-growing industry on the planet. . In the United States, healthcare makes up 18% of its GDP by the end of 2019 alone. And they spend more than the world’s average on healthcare. . Its value and function are even more crucial amidst the pandemic. That is why all eyes are set not only on the industry. But the people who lead it, as well.
ClientSuccess
JANUARY 19, 2021
If you’re like most modern customer success team leaders, you already have some sort of platform in place to help optimize and streamline your internal processes while keeping things straight with customers. Whether you’re using a generic CRM tool or a customer success-specific solution to manage your customer interactions, it’s helpful to map out exactly how your platform will impact each stage of the customer journey.
iPerceptions
JANUARY 19, 2021
What you need to know about causation and correlation, including key differences and examples of both. The post Correlation vs Causation: What’s the Difference? appeared first on Astute.
Topdown
JANUARY 19, 2021
Loyalty is one of those concepts that’s as old as time itself really. Loyalty, as a trait, has played a major role in much of history, from betrayed loyalty, to misguided loyalty, to heroic loyalty that saves the day. In business, although loyalty may not take on such as epic importance, it does play a very important (some may even say the most important) role in building customer relationships.
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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
iPerceptions
JANUARY 19, 2021
Customers crave personalization. The latest in automation and AI make delivering a personalized customer experience easier than ever before. The post How to Make Personalized Customer Experiences Easy with Automation appeared first on Astute.
LoyaltyPlus
JANUARY 19, 2021
With 2020 now done and dusted, and harsh socio-economic lessons learnt, retailers can now turn their attention to 2021 and a new year with new opportunity to reward customers and secure market share. To this end, business owners would do well to pay close attention to trends that now define loyalty and loyalty-based programmes, according to leading independent customer relationship management company LoyaltyPlus.
WorkOutLoud
JANUARY 19, 2021
Delighting your customers with an effective experience is simple. We start with a comprehensive collaboration platform with features that you would expect such as sharing, posting, integrating, notifying, connecting, following, and instant messaging to name a few. These features along with our extendable profiles, Suggestion Engine™, Journey Management, APIs, and more and you have a great platform to build upon.
Education Services Group
JANUARY 19, 2021
At ESG, we’ve gone all-in on the future of Customer Success. Our Customer Success as a Service ® model means that it’s our job to understand all the industry’s challenges, and then develop and perfect the strategies and philosophies that empower CS organizations to face those challenges head-on. Part of our work is collecting data that will enable CS leaders to succeed as the industry evolves.
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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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CSM Magazine
JANUARY 19, 2021
Recall the last time you stood in an aisle in your local supermarket, looking at the humungous variety of products in front of you. But was there a moment where you went straight to a product without even looking at the others? Perhaps a brand you’ve been using for years? That’s exactly what customer loyalty is about – providing consumers with a product that directly solves their problems, makes life easier and even provides surprise benefits every now and then.
C Space
JANUARY 19, 2021
Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve. Interbrand Group are proud to announce that Christopher Nurko, Global Chief Innovation Officer, has been named as a Global LGBTQ+ Role Model by INvolve, the global network and consultancy championing diversity and inclusion in business. Tweet.
Forrester's Customer Insights
JANUARY 19, 2021
Customers don’t buy technology. They don’t even buy products. They buy into the promise of a brand and then measure its delivery through outcomes. How do you squeeze 60 football fields into inches? By taking the world’s largest trade show, stretching about 3 million square feet, boasting 170,000-strong attendance, and turning it into an all-digital […].
MyCustomer
JANUARY 19, 2021
Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job.C 19th Jan 2021. By Neil Davey Managing editor.
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.
Forrester's Customer Insights
JANUARY 19, 2021
During the pandemic, devastated customers reached out to customer service organizations to seek advice or support. In doing so, customer service became the lifeline for these customers. This dynamic helped elevate the importance of customer service organization within companies as they nurtured customers in order to retain their loyalty – and revenue.
Magellan Solutions
JANUARY 19, 2021
Accents are often overlooked by business owners when looking for a company to outsource their inbound call center service. Businesses outsource their service primarily to save more money. But aside from cost cutting, here are the other reasons why companies outsource their service: Enhancing the quality of the service. Solving capacity issues. Focusing on the core business.
Forrester's Customer Insights
JANUARY 19, 2021
For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy. Over the years, we’ve observed empowered consumers reach for […].
GetFeedback
JANUARY 19, 2021
Simplifying CX YouTube series episode on building a robust CX technology stack.
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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.
SmartKarrot
JANUARY 19, 2021
The success of your company is directly proportional to how thoroughly your customers are satisfied with you. The satisfaction score of a customer is a critical determinant that portrays how far-fetched their loyalty will go on. While it is said that sales is the engine that is the driver of your business, customer satisfaction is the one that acts as fuel.
Vanilla Forums
JANUARY 19, 2021
The internet abounds with the best and worst of human nature and reliably brings out instances of both in high relief. But today we’re discussing one of the darker aspects of forum frequenters: the tendency to hide behind screens. What exactly do we mean by that? All forum members use screens, right?
SmartKarrot
JANUARY 19, 2021
For any new business owner or entrepreneur, success is very important. There are some yardsticks across which it is measured. One of them is how much customers need to success, buy the product or service, and continue using it. To achieve this, it is necessary to get an understanding of how customers behave, the market, demographics, selling factors, and most importantly buyer needs and persona.
transcosmos Information Systems
JANUARY 19, 2021
Intro. 2020 was certainly not an ordinary year. It had a significant impact on the lives of individuals and the operation of businesses around the globe, created uncertainty, and a variety of obstacles that needed to be addressed and overcome. At the same time, we cannot deny its enlightening nature, which helped and motivated humanity to gain new experience, skills, and companies to digitize their operations and enhance their flexibility.
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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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