Eptica

MAY 6, 2020

Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Published on: May 06, 2020. Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. People already wanted to be able to access their bank accounts 24x7 from home using the web and apps, but with many branches closed or operating reduce

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DemandJump

MAY 6, 2020

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Innovative CX

MAY 6, 2020

Not the dot.com bust in the 2000’s. Not 9/11. Not the 2008 financial crisis. Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. While we can certainly learn from past crises, those practices we used are simply not comparable nor as all-encompassing as this pandemic.

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InMoment XI

MAY 6, 2020

It’s important to challenge your way of thinking when it comes down to managing the customer experience, because there are always opportunities to improve how customers can communicate their feedback. The Australian Government (CSC) decided to tackle this initiative, in order to reinvent and relaunch their Voice of the Customer program. The Commonwealth Superannuation Corporation.

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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.

Customers

ShepHyken

MAY 6, 2020

I’ve written about the concept of a “gap” a number of times over the years. Each time, the gap was different. The first time, I shared Dan Sullivan’s principle about the gap between the goal you wanted to achieve and your actual results, if you didn’t hit the goal. The difference was the gap. Another time I wrote about the competitive gap , which is about the gap or distance you put between you and your competition.

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ijgolding

MAY 6, 2020

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. It is a post that demonstrates how hard work, collaboration, resilience, innovation and fun, can combine to power the transformation journey.

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The DiJulius Group

MAY 6, 2020

1. Customer Service Feature Story How to Go From Good to Great Employee Engagement By Jess Pischel, CX Consultant Employee engagement and employee satisfaction have two very different meanings, although the two words are often used interchangeably. According to Google: “Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the.

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Michel Falcon Experience

MAY 6, 2020

On today’s podcast, I chat with Steven Weaver Founder, The Candle Lab. Some of the things we discuss include: – How he pivoted his business and is achieving 3x more sales than before. – Why he paid an employee’s drug debt. – How to get employees to tell you the truth about how they’re feeling. Click the links below to listen to the podcast on the platform of your choice.

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SurveySparrow

MAY 6, 2020

For most businesses, especially SaaS businesses , customer churn is a big problem. There are a lot of challenges in keeping the customers stay in business with you. There are options aplenty for your customers too which makes it all the more difficult to reduce churn. App churns impact the lifetime value of customers, impact user acquisition, impacts marketing spend, and more.

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NPS Net Promoter Score Customer Journey Customer Journey Mapping 72

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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

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers. Undoubtedly your product is a significant contributor in convincing people to invest in your business, but this isn’t enough, especially when customer demands

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Oracle

MAY 6, 2020

Can a company’s culture thrive when most of the employee population works remotely? And what is company culture anyway, and does it require a physical building to act as an anchor? For leaders who are used to working in an office environment with in-person team interactions, and now find themselves working from home, these questions and more have likely crossed their minds.

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Ann Michaels and Associates

MAY 6, 2020

How does a business gain customer trust? How does a business gain trust in uncertain times? Very important questions. It requires some real thought. The quietness we are all in is the perfect time to step back and evaluate. Soon businesses will reopen and begin new business’ models for the times we are in. Customer trust is critical for survival.

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Answer Dash

MAY 6, 2020

(This article was first published at Customer Think - republished here by the consent of the author) It’s no surprise that leaders in CX gain a higher ROI than those who are not improving their CX. But only 25% of CX professionals say their company’s CX programs actually improve customer experience. With so much on the line, and such a worthy goal to pursue, why do so few get this right?

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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,

Measurement

MyCustomer

MAY 6, 2020

Download this Whitepaper. Lead goal. 150. TM Form. Not a TM Form. Internal or External. External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource. Most businesses measure their customer service using metrics that only tell part of the story.

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Magellan Solutions

MAY 6, 2020

Companies that outsource call center ops have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. While it is an important element, call centers are usually not included in the core functions and expertise of most companies.

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Chadwick Martin Bailey

MAY 6, 2020

So much has changed during this COVID-19 environment – the way we work, stay in touch with family and friends, educate our children, shop, and the list goes on. We’re in the midst of a major health crisis which is impacting all aspects of our economy. Times of uncertainty are difficult for consumers, so having strong leaders to navigate rocky waters is pivotal in putting people at ease.

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NetBase

MAY 6, 2020

. A brand crisis can begin in many ways – and most often it comes out of nowhere. Whether it’s caused by a marketplace disruption or a negative social media post, it pays dividends to have an agile crisis plan in place to help your brand adapt to the unexpected. And in the case of COVID-19, we’re seeing which brands were ready. As society continues to battle COVID-19, every brand is in the midst of a social crisis.

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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

FiveStars

MAY 6, 2020

An update on the Flok loyalty program and app [2020] On April 1st, 2020, Flok, formerly known as LoyalBlocks, closed its doors. Flok was one of the largest customer loyalty, mobile app, and CRM platforms for local businesses. At its peak, Flok partnered with over 40,000 local businesses. Started as mobile app-based, self-service loyalty […]. The post Need a Flok loyalty alternative?

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Loyalty Loyalty Programs 2020 Insights 52

Magellan Solutions

MAY 6, 2020

With the continuous advancement in technology, some businesses find cold calling irrelevant. Conventional this technique may be, the benefits of cold calling are undeniably helpful to businesses up to this day. Making brands familiar with your business alone is quite challenging. What more if you try to convince them to purchase your products and services?

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Kustomer

MAY 6, 2020

Now more than ever, artificial intelligence (AI) is becoming a fundamental cornerstone of business operations and is changing the way that companies across the globe work. In fact, the International Data Corporation (IDC) Worldwide Semiannual Artificial Intelligence Systems Spending Guide forecasted spending on AI to reach $79.2 billion in 2022, with a growth rate of 38% between 2018 and 2022.

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Magellan Solutions

MAY 6, 2020

The first step for every business in need of a call center is to decide whether to have an in-house team or to outsource it. . A huge percent of the decision will be based on what is more cost-efficient. It requires you to calculate the costs that will clearly show the direct comparison between the two options. It is evident that outsourcing is typically cheaper when you consider everything you need to know about call center outsourcing.

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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.

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Brad Cleveland Blog

MAY 6, 2020

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard work and it can sometimes be disheartening and downright draining.

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C Space

MAY 6, 2020

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Brad Cleveland Blog

MAY 6, 2020

With the current crisis, contact center representatives are grappling with heightened workloads and anxious customers. It takes practice to find ways to ensure your impact is as positive and helpful as possible. Remember that you’re doing important work. It’s hard … Continue reading → The post What to Say to Angry Customers appeared first on Brad Cleveland.

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C Space

MAY 6, 2020

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Communication Customer Experience Customers 52

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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