Uplight
OCTOBER 5, 2020
It’s no secret utility customers want personalization. We’ve all grown accustomed to receiving relevant recommendations–even expecting them. So it wasn’t surprising that our recent research revealed that customers of all demographics said they wanted even more personalization from their utility. Only half of customers said that they agreed that their electric utility offers them valuable Read More.
Hallmark Business Connections
OCTOBER 5, 2020
It affects nearly half of Americans, and it has been shown to harm health in a way that’s comparable to smoking. What are we referring to here? Loneliness, of course. Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world.
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Team Support
OCTOBER 5, 2020
As many companies are aware, in 1992 the U.S. Congress declared the first full week in October “ National Customer Service Week.” It is now an event celebrated worldwide. It is a week many companies use to say thanks, encourage, express gratitude, and show their appreciation for their customer service employees. This year’s theme is particularly significant, Ignite a CX Celebration !
Talkdesk
OCTOBER 5, 2020
The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered. As the dust settles and planning begins for the next fiscal year, the focus is now on how businesses can remain cost-efficient in these very uncertain times.
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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
OCTOBER 5, 2020
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. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. (Street Fight) The new consumer buying trends — and the business measures put in place to adapt to them — will likely become a permanent fixture even as the economy enters a recovery
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Gainsight
OCTOBER 5, 2020
When Nick Mehta, CEO of Gainsight, interviews company leaders, he often asks them about their favorite games or hobbies. Some play poker or proudly announce their skill in Monopoly. However, when Nick chatted with Shawna Wolverton, EVP of Product of Zendesk , she declared her hobby as the static trapeze. Shawna is one of the many insightful CPOs we have hosted during our Path to Becoming a CPO series.
SurveySparrow
OCTOBER 5, 2020
The birth of online survey tools has made it incredibly easy for businesses to get feedback from their customers. Hearing your customer’s opinion and being able to analyze the responses in a jiffy was a luxury for businesses earlier, and cumbersome too. And choosing an online survey tool or a survey software can often confuse you. So, in this article, we’ll do a Typeform vs SurveyMonkey comparison to let you choose what’s best for you. .
Gainsight
OCTOBER 5, 2020
It began with a question. April Dunford sat in the back of a marketing class at Northwestern University in Chicago, where her professor gave an example of a product positioning statement. April described it as a “Mad Libs” fill in the blank exercise. . If my product IS a (blank) and my competitors are (blank), then I’m a (blank), UNLIKE (blank) that does or PROVIDES (blank), and this is my benefit (blank). .
Myra Golden
OCTOBER 5, 2020
I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here! Complete all modules my 30-minute course and get your certificate!
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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
Optimove
OCTOBER 5, 2020
Customers tend to give their money to companies that treat them well. Companies that nurture and build strong relationships with them. The more customers feel the company “knows them,” the more likely they are to shop with that company. “Knowing” a customer means knowing what products or categories they prefer, how often they purchase, their birthday, past experiences, and so much more.
SurveySensum
OCTOBER 5, 2020
Do you want to proactively prevent customer churn? Do you want to understand what your customer is looking for? And just magically deliver it! There’s only one way to do it. . You need to get into their heads! . But how? Follow an “outside-in” perspective. Ask them effective revealing questions. . And their answers will give you everything you are looking for!
CSM Magazine
OCTOBER 5, 2020
Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service. In celebration of our 10th anniversary, we are bringing our most senior line-up yet.
Oracle
OCTOBER 5, 2020
We’re proud to present our next article for Markies Mondays, a weekly blog series designed to help you learn more about the 2020 Markie Award categories, finalists, and winners. Make sure to check back each week to learn how Oracle CX customers are driving success and building customer relationships that last. Every company wants to more effectively target their potential customers, concentrating on prospects who present the greatest revenue opportunity, even when the sales cycles may be l
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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
OCTOBER 5, 2020
The Coronavirus brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health of people near you may be threatened. Government restrictions and actions shift daily.
Gainsight
OCTOBER 5, 2020
Being in a Customer Success role in Gainsight, a Customer Success company, is akin to being an English professor at Oxford. For a good reason, there is a magnifying glass on us all the time. It also continually pushes us to strive to become better than yesterday and get inspired by the business’s best everywhere. Since my role as a CSM requires me to meet many talented peers in the customer success industry (our end users are often CSMs), I started looking for qualities that make a CSM a superst
CSM Magazine
OCTOBER 5, 2020
It’s that time of the year again, the leaves are changing from green to gold to red, there’s a chill in the air and it’s time to celebrate… it’s Customer Service Week! Traditionally Customer Service Week, held the first full week of October each year, has been the time to highlight and celebrate the great work employees do to take care of their customers.
Think Customers
OCTOBER 5, 2020
In spite of recent political turmoil , the video app TikTok is experiencing a meteoric rise in the U.S. TikTok has about 100 million monthly active U.S. users, up 800% from January 2018 (it has 850 million monthly active users worldwide). Marketers are eager to engage TikTok’s rapidly growing audience but like any platform, there’s an art and a science to creating content that will resonate on the video app.
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.
CSM Magazine
OCTOBER 5, 2020
It has been said, “When the world says, “Give up,” Hope whispers, “Try it one more time.” Brought to you by Rick Conlow, here are fifty Persistence quotations for difficult times. “It’s not that I’m so smart, it’s just that I stay with problems longer.” Albert Einstein. “Opportunities are usually disguised as hard work, so most people don’t recognize them”.
GetFeedback
OCTOBER 5, 2020
The common reasons online shoppers abandon their carts and how to overcome them.
MyCustomer
OCTOBER 5, 2020
Engagement The key role of creativity in customer engagement.
Forrester's Customer Insights
OCTOBER 5, 2020
Since 2018 Forrester tracks how customers rate their experience with some of the biggest brands in banking and insurance. This year’s Singapore Customer Experience Index (CX Index™) study reveals several important findings which can be summarized as follows: Customer Experience Quality In Financial Services In Singapore Has Improved The overall quality of CX in Singapore […].
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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.
MyCustomer
OCTOBER 5, 2020
Customer behaviour and engagement preferences have changed drastically over the last couple of years. Customers have become much more.C 16th Oct 2020. By Anastasia Tatsenko Head of Sales and Customer Success.
TechSee
OCTOBER 5, 2020
In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency. This focus on customer satisfaction has led companies to shift their measures of success as well. 91% of companies surveyed stated that NPS or another alternative CSAT KPI was
MyCustomer
OCTOBER 5, 2020
Understanding your customers and keeping them happy sounds like an easy task doesn’t it? The truth, however, is that as customers continue.T 5th Oct 2020. By henrybmubiru.
Uplight
OCTOBER 5, 2020
For Energy Efficiency Day 2020, Uplight took a look at the top energy savings actions from our residential and business customers. The post Energy Savings in Action appeared first on Uplight.
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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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